Copy a Letter
Example Letter #1
Our sincere apologies for the mix-up on your fruit tree order. It was clear that you ordered dwarf trees, and we mistakenly sent regular stock. We are sending you dwarf replacement trees immediately. You need not return the trees you have received. Thank you for your understanding. We appreciate serving your garden needs.
Example Letter #2
We are sorry you did not receive your package as promptly as you expected. We experienced an unusually large number of orders, which disrupted our normal delivery schedule. To serve you better and faster, we are busy expanding our staff. Again, we apologize for any inconvenience we might have caused and look forward to filling your future orders in timely manner.
Example Letter #3
Thank you for your phone call informing us that you had not received your shipment of glasses. I apologize for the delay. Because of the strike, we were unable to get the necessary shipping cartons from our supplier. We did ship the glasses by express mail on Saturday, so you should receive them soon after this letter. We regret the inconvenience this may have caused. In the future we will keep an extra supply of shipping materials on hand. We look forward to doing business with you for years to come.
Example Letter #4
Please accept our sincere apology for the error we made in your last order. We are sending you the correct size dress, along with a coupon for $5 off your next order from our catalog. We hope this has not caused you too much inconvenience. We appreciate your business and will make every effort in the future to send you the correct merchandise.
Example Letter #5
I am sorry the blazer we sent you was the wrong size. Such errors are rare, but unfortunately do occur from time to time. We have shipped you another blazer, which you should receive in a day or two. Please use the packing materials and the enclosed prepaid shipping label to send the original blazer back to us.
I hope you will also use the attached coupon, which will give you a 20% discount on your next purchase from our catalog.
Write this letter as soon as possible after the incident. Do not apologize unless you plan to take full responsibility, and in no way blame your reader or anyone else. A sincere, well-worded apology can be effective in winning back a concerned customer's confidence and patronage.
1 Begin with a straightforward apology that refers to the problem.
2 Briefly explain, without excuse, what happened.
3 Explain what you have done (or will do) to fix the situation.
4 Express your concern and end on a positive note.