Crafting Professional Complaint and Apology Emails

Writing a Professional Complaint Email

Opening Statement

Clearly state the reason for writing.

• "I am writing in connection with my order which arrived..."
• "I am writing to complain about the quality of a product I bought from your website."

Detailing the Complaint

Provide specific details of the issue and what went wrong.

• "The goods were faulty/damaged/in poor condition."
• "There seems to be an error in the invoice/a misunderstanding."
• "The product I received was well below the standard I expected."

Requesting a Resolution

State what you expect to be done to resolve the issue.

• "Please replace the faulty goods as soon as possible."
• "Unless I receive the goods by the end of this week, I will have no choice but to cancel my order."

Closing the Email

End with a polite but firm closing statement. Indicate the importance of a prompt resolution.

• "I look forward to your prompt response and a resolution to this issue. You can reach me at [Your Phone Number]."
• "I hope that you will deal with this matter promptly as it is causing me considerable inconvenience."

Additional Phrases and Notes

• "Further to your last email..."
• "I have attached photos and videos as evidence of the issue."
• Sincerely, [Your Name]
• "As a gesture of goodwill, we would..."

Writing a Professional Apology Email

Acknowledge the Complaint

Acknowledge the customer's complaint directly.

• "I am writing in relation to your recent complaint regarding order #[Order Number], received on [Date]."

Expressing a Sincere Apology

Take responsibility and express sincere regret for the issue.

• "Please accept my sincere apologies."
• "I would like to apologize for the inconvenience you have suffered."

Proposing a Plan of Action

Offer a solution or a clear plan to resolve the problem.

• "We will send replacement items or give you a refund immediately."
• "We're having a temporary problem with... We're doing everything we can to sort it out."
• "I have spoken to the staff involved, and..."

Offering Compensation

If appropriate, offer compensation for the inconvenience caused.

• "To compensate for the inconvenience, we would like to offer you..."

Closing and Rebuilding Trust

Reiterate your apology and express hope for continued business.

• "Once again, I hope you will accept my apologies for the inconvenience caused."
• "I very much hope you will continue to use our services in the future."
• "If you have any further queries, please do not hesitate to contact me on my direct line: [Phone Number]."

Additional Phrases for Apologies

• "We deeply regret any inconvenience this may have caused."