Apology letter from company to customer for complaint on goods

One of the qualities of being a good company is to serve the customers in the best possible ways including providing great quality products or services, good logistics - making sure deliveries are made on time, good maintenance services in a timely manner, addressing the customer grievances adequately, etc.

When a customer complains about the product either because of receiving damaged product or wrong products or products missing, etc., then the company will have to provide the customers with the replacements or right products as ordered.

But this effort from the company side is just not enough to satisfy a disappointed customer. Something more needs to be done by the company viz. providing a complimentary gift along with the originally ordered products, sending an apology letter to the customer, in some cases extra monetary compensations are also given.

An apology letter must be carefully drafted so that nowhere in it the customer is blamed for the damage of goods or other issues, which might obviously hurt his feelings and he may take the matter to court or other legal forums for additional compensation.

FORMAT

Date: ...............

To

(Name of the Customer)

(Full Address)

(Tel. No.)

(Email id)

Sub.: Apology for delivery of damaged goods

Ref: Your letter of complaint dated ..............

Dear Sir/Madam,

We are in receipt of your complaint letter dated ............ wherein you have mentioned about the goods, you had earlier ordered by bill no. ........... dated ........, were received in defective form which was delivered on (date). We deeply regret the inconvenience that it must have caused to you. We are sincerely apologizing for the same.

You would appreciate despite of all the efforts made by our company in making sure the deliveries of goods are made in good condition to the customers, sometimes inevitably the goods get damaged in transit. Though these are very rare cases and one of them was unfortunately in your case.

In order to make it up to you, we are again sending the goods you had ordered through one of the reputed logistic companies for reaching you at the earliest possible. We have also taken the liberty to send you some complimentary gifts along with it. Hope they are acceptable to you.

We once again apologize for the trouble. We promise to be even more careful in handling our logistics.

Looking forward to stay connected with you. Have a nice day!

Yours faithfully,

For (Name of the Company),

  signature

(Name of the Officer)

(Designation)