Apology Letter to Customer for Poor Service

By | November 1, 2016

No matter how hard organizations try to provide the best ever services to their customers, sometimes they are not enough. Human error or lack of coordination can lead to terrible consequences where customer retention is concerned. When issues like these surface, it is best to try to handle the situation by reaching out to a dissatisfied customer and apologizing for your poor service.

Customer satisfaction and retention are the two major concerns of any organization. In most companies, it is considered a sin to argue with a customer, because repeat business is usually a target. Despite employees’ best efforts, sometimes it is not enough to make a customer happy. In an event when you have been through such a situation, it is best to write a letter to the offended customer and apologize. An apology letter will take care of more than one issue, including:

• Saving the company from earning a bad reputation.
• Losing customers to competitors.
• Giving up repeat business opportunities.

You really do not want to have to deal with any of these situations. On the contrary, you want to keep your customers happy so that they give you more business. But if your company is responsible for providing lousy service, it is time to apologize through a letter. And here is a sample for you to look through:


Apology Letter to Customer for Poor Service


Tina Hayes
Customer Service Manager
One Dollar Stores
778 Poe Road
Altoona, PA 10383
Tel: (333) 333-3333

November 22, 2016

Mr. Thomas Rage
6969 Old Road
Altoona, PA 44585


Dear Mr. Rage:

This is with reference to the unfortunate event that transpired regarding the service provided to you by one of our representatives during your visit to the store last Monday. Please accept our sincerest apologies for the poor service that you were subjected to. We are mortified at the way your account was handled and assure you that is not our usual level of service.

While we do not want to resort to making excuses for the incompetence of one of our staff members, the holiday season has seen a lot of them overwhelmed with the amount of work that they have been assigned. However, we admit that this was no reason for you to be subjected to bad service from our end. We have taken measures to ensure that a similar incident does not transpire in the future, and we assure you that your account will be kept at a priority.

Please accept our sincerest apologies once again.



Tina Hayes
Customer Service Manager