Businesses mess up sometimes. Outstanding companies stand out through their sincere, well-written apologies to their customers. The right apology can change an unhappy customer into a loyal supporter of your brand.
Professional apology letters should balance accountability, empathy, and commitment to fixing problems. Each case needs its own approach, yet some basics stay the same. These examples show how to create this balance perfectly.
Sample Letters of Apology from Customer Service
These apology letters cover many customer service situations. Add your own details while using these formats.
1. Late Product Delivery
Subject: We apologize for the delay with your order #12345
Dear Ms. Thompson,
We failed to deliver your order on time as promised, and we take full responsibility for this delay. Your package was scheduled for delivery on June 15th but wasn’t shipped until June 18th due to an inventory error on our part.
We understand this delay may have caused you significant inconvenience. As compensation, we’ve refunded your shipping costs and added a $25 store credit to your account. Your order is now on its way and will arrive within 2 business days.
Please accept our sincere apologies. We value your business and trust.
Best regards,
Sarah Martinez
Customer Service Manager
ABC Electronics
2. Wrong Item Shipped
Subject: Apology for incorrect item shipment – Order #67890
Dear Mr. Chen,
We’re sorry for shipping you a blue sweater instead of the red one you ordered. This mistake happened because of a labeling mix-up in our warehouse.
A return shipping label has been emailed to you. Once you send back the incorrect item, we’ll immediately ship the red sweater you wanted. We’ve also added a 20% discount on your next purchase.
Thank you for bringing this to our attention.
Sincerely,
David Wilson Customer
Support Team
Fashion First
3. Website Technical Issues
Subject: Our apologies for today’s website problems
Dear Valued Customer,
We apologize for the technical problems you faced while trying to access your account between 2 PM and 4 PM EST today. Our server crashed during a routine maintenance update.
Your account is now fully accessible, and all your data remains secure. To make up for this disruption, we’ve extended your subscription by one month at no cost.
Thank you for your patience.
Best regards,
Technical Support Team
CloudService Pro
4. Poor Customer Service Experience
Subject: Apology for your experience with our support team
Dear Ms. Rodriguez,
Thank you for telling us about your negative experience with our support team yesterday. We failed to provide the help you needed and left you frustrated.
Your feedback helps us improve. We’ve started additional training for our support staff to handle similar situations better. As a goodwill gesture, we’ve added a $50 credit to your account.
Regards,
Michael Chang
Customer Experience Director
ServiceFirst Inc.
5. Product Quality Issue
Subject: We apologize for the defective product
Dear Mr. Johnson,
We’re deeply sorry about the manufacturing defect in the coffee maker you purchased last week. This falls short of our quality standards.
A replacement unit has been shipped to you with express delivery. Please use the included return label to send back the defective unit. We’ve also included a complimentary pack of our premium coffee beans.
Thank you for your understanding.
Best wishes,
Rachel Green
Quality Assurance Manager
Kitchen Essentials
6. Billing Error
Subject: Apology for incorrect charge on your account
Dear Mrs. Patel,
We’re sorry for the duplicate charge of $89.99 on your credit card. This error occurred during a system upgrade on May 12th.
The extra charge has been reversed, and you should see the refund in 3-5 business days. We’ve also waived next month’s service fee as compensation for this mistake.
Sincerely,
Account Management
Team Subscribe Plus
7. Missed Service Appointment
Subject: Our apologies for missing today’s appointment
Dear Mr. Adams,
We sincerely apologize for not showing up for your scheduled maintenance appointment today between 1-3 PM. Our technician had an emergency, and we failed to notify you promptly.
We’d like to reschedule at your convenience and offer you priority scheduling. Your next service visit will be free of charge.
Best regards,
Service Scheduling Team
Home Maintenance Plus
8. Out-of-Stock Item
Subject: Apology for unavailable product
Dear Ms. Williams,
We apologize that the laptop model you ordered is currently out of stock. Our inventory system showed availability when you placed your order.
We expect new stock to arrive next week. Would you like us to hold one for you? As compensation for this mistake, we’ll upgrade your shipping to express delivery at no cost.
Regards,
Sales Team
Tech Store Pro
9. Restaurant Service Problem
Subject: Our apologies for your dining experience
Dear Mr. Lee,
We’re truly sorry about your disappointing experience at our restaurant last night. The long wait time and cold food you received are unacceptable.
Please accept these two dinner vouchers for your next visit. We promise to serve you much better next time.
Sincerely,
Jane Smith Restaurant Manager
Taste & Table
10. Subscription Renewal Error
Subject: Apology for automatic renewal issue
Dear Ms. Brown,
We apologize for renewing your subscription without notice. This happened because of a glitch in our notification system.
We’ve cancelled the renewal and processed your refund. To prevent this from happening again, we’ve updated our system to send multiple renewal notifications.
Best regards,
Subscription Support
Digital Services Co.
11. Damaged Package
Subject: We’re sorry about your damaged delivery
Dear Mr. Garcia,
We apologize that your package arrived damaged. This should never have passed our quality checks.
We’re sending a replacement immediately with special packaging. Keep the damaged item – no need to return it. We’ve also added a 30% discount on your next purchase.
Sincerely,
Shipping Department
Quality Goods Ltd.
12. Service Outage
Subject: Apology for service interruption
Dear Valued Customer,
We apologize for the 3-hour service outage you experienced yesterday. A power failure at our main facility caused this disruption.
We’ve now installed backup systems to prevent similar problems. Your account has been credited with 3 days of service as compensation.
Best regards,
Technical Team
Internet Plus
13. Incorrect Information Given
Subject: Apology for wrong information provided
Dear Mrs. Taylor,
We’re sorry for giving you incorrect pricing information about our premium package. Our representative quoted the wrong rate during your call yesterday.
We’ll honor the quoted price for the first year of your subscription. Thank you for bringing this to our attention.
Regards,
Sales Support Team
Service Pro Plus
14. Event Cancellation
Subject: Apology for cancelled workshop
Dear Mr. White,
We sincerely apologize for cancelling tomorrow’s workshop on such short notice. Our main speaker had a family emergency.
We’ve rescheduled the workshop for next Saturday and added an extra hour of content. Your ticket remains valid, or we can process a full refund.
Best regards,
Event Management
Team Learning Center
15. App Performance Issues
Subject: Our apologies for app problems
Dear User,
We’re sorry about the slow performance and crashes you experienced with our app this morning. These issues happened because of a failed software update.
The app should now work properly. We’ve added 500 bonus points to your account for the trouble.
Thank you for your patience.
Regards,
Development Team
AppWorks Inc.
Wrap-up: Writing Good Customer Service Apologies
These examples highlight what makes apologies work well. Be genuine, accept responsibility, explain what happened, and offer solutions. Most importantly, show customers you care about their business through actions and words. A well-written apology strengthens your connection with customers and proves your dedication to excellent service.