20 Sample Apology Emails for Bad Service

Bad service affects every business at some point. Outstanding companies stand out through their response to these situations. A properly written apology email can change an unhappy customer into a loyal supporter. The right message proves to customers that they matter and that someone pays attention to their concerns.

These examples show different approaches to writing sorry through email. Each sample addresses a specific service issue using the appropriate tone and message. These templates guide you in writing genuine apologies that rebuild customer trust.

Sample Apology Emails

Here are 20 professionally written apology emails for various service-related situations.

1. Late Delivery Apology

Subject: Your Order [#12345] Delivery Delay – Our Sincere Apologies

Dear [Customer Name],

We want to apologize for the delay in delivering your recent order. Our shipping team faced unexpected issues that pushed back your delivery date. This falls short of our usual service standards.

Your package will arrive by [new date]. As a token of our apology, we’ve added a $20 store credit to your account. Please let us know if you need any updates about your delivery.

Best regards,
[Your name]
Customer Service Manager

2. Website Downtime Apology

Subject: Sorry About Yesterday’s Website Issues

Dear Valued Customer,

We apologize for the technical problems you faced while trying to use our website yesterday between 2 PM and 5 PM EST. Our technical team fixed the server issues causing the downtime.

To make up for this disruption, we’re extending all active subscriptions by three days. Thank you for your patience during the outage.

Thank you,
[Your name]
Technical Support Lead

3. Wrong Item Shipped

Subject: About Your Recent Order – Our Mistake

Dear [Customer Name],

We’re sorry we sent you the wrong item in your recent order [#67890]. This mistake should never have happened. We’re sending the correct item right away with expedited shipping at no cost to you.

Please use the included return label to send back the incorrect item. We’ve also added a 25% discount on your next purchase.

Best wishes,
[Your name]
Order Fulfillment Team

4. Poor Customer Service Experience

Subject: Following Up on Your Customer Service Experience

Dear [Customer Name],

Thank you for bringing your recent customer service experience to our attention. We failed to meet your needs during your call with our representative on [date]. Your feedback helps us improve.

We’d like to make things right. Please accept our apology and a $50 service credit. Our customer service director will call you tomorrow to address your concerns personally.

Sincerely,
[Your name]
Customer Experience Manager

5. Product Quality Issue

Subject: Your Recent Purchase – Quality Concerns

Dear [Customer Name],

We apologize for the quality issues with your recent purchase. Our products should meet the highest standards, and clearly, this one missed the mark. We’re sending a replacement right away.

Keep the defective item as we don’t want you to deal with return shipping. We’ve also credited your account with 50% of your purchase price.

Regards,
[Your name]
Quality Assurance Team

6. Billing Error Apology

Subject: Correction to Your Recent Bill

Dear [Customer Name],

We noticed an error on your latest bill dated [date]. Our system charged you twice for your monthly service. We’ve already processed a refund for the extra charge, which should appear in your account within 3-5 business days.

We apologize for any trouble this might have caused. We’ve added three months of free service to your account as compensation.

Best regards,
[Your name]
Billing Department Manager

7. Appointment Scheduling Mix-up

Subject: Sorry About Today’s Appointment Mix-up

Dear [Customer Name],

Please accept our apologies for the scheduling confusion today. Double-booking your appointment slot was our mistake. We know your time matters.

We’d like to offer you priority scheduling for your next visit, plus a 30% discount on your next service. Please call us to reschedule at your convenience.

Sincerely,
[Your name]
Scheduling Coordinator

8. Restaurant Service Apology

Subject: About Your Dining Experience Last Night

Dear [Customer Name],

Thank you for bringing your experience at our restaurant last night to our attention. The long wait times and cold food you received fall well below our service standards.

We’d like to invite you back for a complimentary dinner for four. Please accept the attached gift card, valid for six months.

Best regards,
[Your name]
Restaurant Manager

9. Hotel Stay Issues

Subject: Your Recent Stay With Us

Dear [Customer Name],

We sincerely apologize for the maintenance issues in your room during your stay from [date] to [date]. The noisy air conditioning and slow drain should have been fixed before your arrival.

We’ve credited one night’s stay back to your card and added 10,000 points to your rewards account. We hope you’ll give us another chance to serve you better.

Kind regards,
[Your name]
Hotel Operations Manager

10. Subscription Service Outage

Subject: Service Interruption Notice and Apology

Dear [Customer Name],

We apologize for the service outage you experienced on [date] from 9 AM to 2 PM PST. Our team worked hard to restore service as quickly as possible.

Your account has been credited for two days of service, and we’ve added an extra month to your subscription at no charge.

Best wishes,
[Your name]
Service Operations Team

11. Canceled Event Apology

Subject: [Event Name] Cancellation – Our Apologies

Dear [Customer Name],

We regret to inform you that we had to cancel [Event Name] scheduled for [date] due to unexpected venue issues. We know this disrupts your plans.

Full refunds will process automatically within 48 hours. We’ve also included a VIP pass for our next event as our apology.

Sincerely,
[Your name]
Events Coordinator

12. Missing Items From Order

Subject: Incomplete Order [#13579] – Our Apologies

Dear [Customer Name],

We apologize that your recent order arrived without [missing items]. This oversight on our part should never have happened. We’re express shipping the missing items to you today.

We’ve also added a $30 store credit to your account for the trouble.

Best regards,
[Your name]
Fulfillment Supervisor

13. Software Bug Apology

Subject: Recent App Issues – We’re Sorry

Dear [Customer Name],

We apologize for the bugs you encountered in our latest software update. Our development team has fixed the issues that affected your work.

We’ve extended your subscription by two months and added premium features to your account at no cost.

Thank you,
[Your name]
Product Development Team

14. Membership Benefits Mix-up

Subject: Your Member Benefits – Setting Things Right

Dear [Customer Name],

We apologize for the confusion about your membership benefits. You should have received all platinum tier perks from day one. We’ve fixed this error on our end.

Your account now reflects the correct benefits, plus we’ve added 6 months to your membership as our apology.

Best wishes,
[Your name]
Membership Services Director

15. Training Session Problems

Subject: About Yesterday’s Training Session

Dear [Customer Name],

We apologize for the technical difficulties during yesterday’s online training session. The video quality issues and audio problems prevented you from getting full value from the class.

We’ve scheduled a free makeup session and added two complimentary courses to your learning portal.

Regards,
[Your name]
Training Coordinator

16. Spa Service Issues

Subject: Your Recent Spa Experience

Dear [Customer Name],

Please accept our apologies for your disappointing spa experience yesterday. The delayed start time and interrupted massage session fell short of our standards.

We’d like to offer you a complimentary full spa day package, plus a free upgrade to our premium service tier.

Sincerely,
[Your name]
Spa Director

17. Car Service Delay

Subject: Your Airport Pickup Delay

Dear [Customer Name],

We sincerely apologize for the 45-minute delay in your airport pickup service yesterday. This level of service falls well below our standards.

We’ve refunded your entire fare and added a free round-trip service to your account.

Best regards,
[Your name]
Transportation Services Manager

18. Online Course Access Problems

Subject: Course Access Issues – Our Apologies

Dear [Customer Name],

We apologize for the problems you faced accessing your online course materials this week. Our platform should work smoothly at all times.

We’ve extended your course access by 30 days and added our premium study materials to your account.

Thank you,
[Your name]
Online Education Support

19. Gym Equipment Maintenance

Subject: Tuesday’s Equipment Issues – We’re Sorry

Dear [Customer Name],

We apologize for the out-of-order equipment you found during your workout on Tuesday. Regular maintenance should prevent these issues.

We’ve added two months to your membership and included four personal training sessions as our apology.

Best wishes,
[Your name]
Facility Manager

20. Food Delivery Service

Subject: Your Order Delivery Problems

Dear [Customer Name],

We apologize for the significant delay and cold food in your delivery order last night. Your order should have reached you hot and fresh within our promised timeframe.

We’ve refunded your order and added $50 in delivery credits to your account.

Sincerely,
[Your name]
Delivery Operations Team

Wrap-up

Each situation needs its own careful approach. The best apology emails state the problem directly, explain what happened without making excuses, and offer meaningful solutions. They show genuine care for the customer’s experience. These templates help you create sincere apologies that help rebuild customer trust.