Apology for not received expected product/service


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I’m very sorry that you’re having issues with our product. I will forward this concern to the appropriate department to ensure that we make this clearer for our customers.

On behalf of the company, please accept our sincere apologies for an occurred an unpleasant situation. My name is (YOUR NAME) and I’m going to make sure that we get this taken care of for you today.

I deeply apologize. I will forward this issue to the manager immediately.

We understand how you feel and we’re very sorry. We’re going to take care of this for you right now.

I’m sorry to hear that we haven’t met your expectations about the product/ service. I’m talking with our technical team about exploring this issue more now. I just want to let you know that your issue is important to us, and we’ll get back to you ASAP with proper insight and solutions.

We’ve spent the last few days assessing what’s been going on, and we really appreciate your patience during this time. I am very committed to fixing this for you and I will keep you posted on any updates.

Thanks again for your patience while we work through this. I’m confident we’ll find a resolution soon.

You can rest assured, we are taking this seriously. I realize that doesn’t make up for lost business though. We are issuing you 5 days’ worth of credit on your account. You should see that reflected in the next few days.

If you feel this isn’t sufficient, please let me know and we can discuss further.

In order to keep your smile, I will provide an extra/extension of your product/subscription/service with us. I realize that this can’t fully make up the issue, but I hope you will accept it as a goodwill gesture from our side.

EXAMPLE

Dear Mr./Ms.(CLIENT LAST NAME),

Firstly I would like to thank you for taking the time to share the experience.

While I was reading your review, I was really disappointed to hear that you’ve felt in this way. This level of service is certainly not acceptable, and it will be addressed to the concerned party.

There’s no excuse for the happened unpleasant situations and I would like to inform you that recently we have been working to resolve the problem.

Your points have taken into serious consideration and all of our employees have involved in the quick resolution of the issues.

Again, please accept our sincere apology, and we hope that this hasn’t put you off to continue your business with us.

Sincerely,
(YOUR NAME)

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