Apologize For a Defective, Damaged, or Incomplete Product • Letter Templates and Guide

Guide

1Apologize for the reader's inconvenience. Explain (but do not excuse) the problem.
2Point out that this is an exceptional circumstance and that your company values quality.
3State what action you will take to remedy the situation, and offer compensation or restitution, if appropriate.
4End on a positive note. Consider directing the customer to other channels for assistance.

Tips

Write this letter as soon as possible after the unfortunate incident. Focus on actions to rectify the situation rather than the damage you may have caused. Accompany your apology with a promise of compensation or restitution. A sincere apology can go a long way to winning back a disgruntled customer.

Example Letter #1

Copied!

We are very sorry that your toaster does not function as you expected. Before we ship any toaster, we double-check every function, so your problem may be one you can solve quite easily.

When the bread does not go down, you can usually correct the problem by rotating the screw on the bottom of the toaster a turn or two to the right. If that adjustment does not solve the problem, simply return the toaster to our nearest outlet to receive a replacement or a refund. Your Doe toaster should give you many years of trouble-free service.

Example Letter #2

Copied!

We regret the keyboard you purchased is causing you difficulties. Because Doe products are tested thoroughly before shipping, it is a rare instance when one is found defective. We have enclosed a replacement keyboard for your convenience. Please return the original to us in the enclosed mailer. If you need further assistance, please call us at 555-5555. We want you to be a satisfied Doe customer.

Example Letter #3

Copied!

We were sorry that the magazine you received last month lacked the center pages. We pride ourselves on producing error-free copies, but apparently one slipped through. We are sending you another copy immediately. Please call us toll free at 555-5555 if you do not receive it within the next few days. Thank you for letting us serve you.

Write Your Letter Step-by-Step

1

Apologize for the reader's inconvenience. Explain (but do not excuse) the problem.

Example Sentences

Example Phrases

2

Point out that this is an exceptional circumstance and that your company values quality.

Example Sentences

Example Phrases

3

State what action you will take to remedy the situation, and offer compensation or restitution, if appropriate.

Example Sentences

Example Phrases