Letters template
Apology Letter to a Customer template
A one page apology letter to a customer that sets out what was promised against what happened, owns the cause, offers a credit and names the one change made. It suits service businesses putting a bad experience right.
5 paragraphs, 1 table
Use this template opens a copy in the document builder after you sign in. Adapt it with AI opens the generator with this template chosen, so you can describe your business and get a version written for it.
What you fill in
- [Date]
- [Client name]
- [Client address]
- [Job number]
- [Phone]
- [Your name]
- [Your company]
- [Your address]
- [Email]
The template, in full
[Date], [Client name], [Client address], Dear [Client name],
Your move on [Date], job [Job number]: an apology and a credit
Your furniture arrived a day late and two boxes were damaged. You paid for a service meant to take the stress out of moving and it did the opposite. I am sorry. Here is what happened, what we are doing about it, and what we have changed.
The cause was ours. The second truck was rostered to two jobs on one afternoon because the dispatch board was updated by phone and never written down, and when the first ran long there was no slack. The crushed cartons were stacked under a wardrobe base, which our loading rule forbids.
The credit, and the damaged items. A credit of $150 was applied to invoice [Job number] and refunded to your card on [Date]. The two damaged cartons are covered separately under the transit cover, and the claim form is enclosed with a reply paid envelope.
We changed one thing, not a list. From [Date] no job is added to a truck by phone, and the afternoon slot on a full day move is blocked out rather than sold. The board is checked at 6am and 1pm daily.
I will call you on [Date] to check the refund has landed and the claim is moving. Before then, call me on [Phone] and ask for me by name., , Yours sincerely,, [Your name], Owner, [Your company]