Responding to A Customer Complaint - Sample Letter

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BUSINESS EMAIL REPLY TO CLIENT WITH APOLOGY FOR DELAYED SHIPMENT

[DATE, ex. Wednesday, June 11, 2016]

[NAME, COMPANY AND ADDRESS, ex.

John Smith

XYZ Inc.

1234 First Street

Suite 567

Anycity, Anystate  85245]

Dear [NAME, ex. John Smith],

Thank you for your call [DATE, ex. today].  I want to assure you that your satisfaction is my prime concern.  Accordingly, please accept my apologies for our delayed shipment.  As I mentioned to you, [STATE REASON, ex. the unexpected large volume of orders this season has resulted in several back orders.]  However, I expect your order to be delivered on [DATE, ex. June 20].

Again, I apologize for the inconvenience this must have caused you.  {OFFER INCENTIVE, ex. As I value your business greatly, please allow me to offer you a 5% discount on your next order.}  Feel free to call me at XXX-XXXX if you have any concerns you wish me to address.

Sincerely,

[YOUR NAME, ex. Jill Jones]

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