Apology Letter for Poor Customer Service

A company needs to take care of its customers’ needs and wants. Every company faces competition these days and customers have lots of choices for buying the product they need. So, no one is going to tolerate it if a company’s customer service is not good. However, writing a business apology letter can fix things to a great extent.

It is a formal letter written by a company to its customer when it has realized that its customer has not been dealt with professionally. It is a basic right of every buyer to get the best services from a business. There is no hard and fast rule as to what kind of services can be provided by a company. However, customers are strongly attracted to a brand that has exceptional services and takes care of how buyers are dealt with. 

Important points not to forget

Admit the mistake:

The first and foremost step to take is to apologize wholeheartedly. You don’t need to make excuses or give justifications for your poor services. The angry customer will become angrier. So admit the mistake and let the customer know that the customer services were bad.


After you have accepted your mistake, it is the right time for you to apologize for your mistake. When you send an apology, reassure me that you are not going to repeat this mistake as you are working on improving your services.

Read the sample letters given below:

Sample letter 1:

Subject: apologizing for poor customer services

Respected Mr. ABC,

I sincerely apologize for the poor services that have been provided to you by our company. We are feeling remorseful for making you have a negative experience. We understand that you have faced inconvenience due to our poor customer service. Normally, we refund our customers after they have been sent a faulty product within 6 to 7 business days. However, this got delayed because our team was overwhelmed due to the sale of our products.

We know that we cannot compensate you for the lost time. However, we are trying our best to ensure that we refund you as soon as possible. It is requested that please accept my apologies and give us one chance to rectify our mistake and make you satisfied and happy again with our customer services. Our customers are our top priority, and we never want to lose them at any cost. Once again, please accept our sorry as we are regretful and trying to improve our services. 

In case you want to know anything regarding this matter, feel free to call our customer care representatives who are here 24/7 to serve you with our best services. We are looking forward to a kind response from you.


Subject: Apologizing for poor customer services

Respected Mr. ABC,

I would like to apologize for the inconvenience you have experienced due to the delay in the shipment of the products you have ordered. As you know, the situation in our country is subject to uncertainty. There was a huge rainfall this year which no one was expecting. As soon as you placed the order, the whole country was on red alert due to flood warnings. Due to this, you had to experience delays in shipping.

Our customer care department was also late in contacting you because of the internal changes. We hereby apologize for being late in responding to your queries. Our customers are our top priorities, and we always try to ensure that we never let them down. So, whatever has happened was unintentional and we are regretful that you experienced the delay.

We look forward to making a stronger bond with you as a customer.