Apology Letter to Customer for Poor Service

[Your Company Letterhead]
[Date]

[Customer's Name]
[Customer's Address]

Subject: Sincere Apologies for the Poor Service Experience

Dear [Customer's Name],

I am writing to extend our sincerest apologies for the poor service you experienced on [date of the incident]. We understand that the level of service you received did not meet your expectations or our usual standards, and for that, we are truly sorry.

At [Company Name], we pride ourselves on providing excellent customer service, and it is clear that we fell short in your case. We understand the frustration this has caused and assure you that steps are being taken to prevent similar occurrences in the future. We are conducting a thorough review of the situation and will be retraining staff where necessary to ensure this does not happen again.

To make amends, we would like to offer you [a discount, refund, complimentary service, or other compensation], which we hope you will accept as a gesture of our commitment to regaining your trust. Please do not hesitate to reach out to us directly at [contact information] if you have any further concerns or if there is anything we can do to assist you.

Once again, we deeply apologize for the inconvenience and thank you for bringing this matter to our attention. We value your business and look forward to providing you with a much better experience in the future.

Sincerely,

[Your Name]
[Your Position]
[Company Name]
[Contact Information]

[Your Company Letterhead]
[Date]

[Customer's Name]
[Customer's Address]

Subject: Sincere Apologies for the Poor Service Experience

Dear [Customer's Name],

This letter is regarding the [complaint/claim/letter] you [sent/submitted] on [Complaint Date]. Before even attempting to explain the reasons leading to this unintended mistake, I would like to sincerely apologize to you for any inconvenience this may have caused.

At [company name], customer satisfaction is something that we take very seriously and would never compromise under any circumstances. Unfortunately, sometimes unavoidable mistakes happen. In such rare cases, a satisfactory solution is always in place and preventable measures are introduced.

After a thorough review of your case, I have managed to pinpoint the reasons leading to this error. [Explain in two or three sentences why the error happened. Don’t make it long. The client is not really interested in the reasons, only in the resolution. But you should explain for the sake of completeness]. This is clearly a mistake from our side and we take full responsibility for it. In our attempt to serve you better and retain you as one of our valuable customers, we are going to [state your resolution to the mistake: refund your money, give another item for free, provide you with one year subscription, etc…].

I hope you find these actions satisfactory and up to your expectations. This is the least that we can do to address the unintentional inconveniences that we caused. As an extra measure to our unconditional commitment to customer satisfaction, we decided to [state measures and precautions that your company will take to prevent such errors in the future]. These precautions will ensure that such errors will not happen again in the future. This would not have been possible without you drawing our attention to your case.

We take this opportunity to thank you for your feedback which allows us to serve you and other customers better. We value your business and hope to retain you as a customer for many years to come. Please always share your feedback with us; this is how we keep learning and improving. I am very confident that the next [letter / email] we receive from you will be that of appreciation.

Sincerely,

[Your Name]
[Your Position]
[Company Name]
[Contact Information]