Customer Complaints Reply

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Your customers are the heart of your business, and how you relate to them will determine the level of your success in that business, which is why we have prepared these email templates for replying to customer complaints.

Sample 1: Acknowledging Customer Complaint Email

It’s a good thing when you acknowledge your customer’s emails. It helps show that you care and value them as a customer. Here is a sample template you can use when acknowledging your customer’s emails.

Suggested Subject: Service Concerns: Acknowledgment and Action

Dear Sam,

Thank you for contacting Queen Industries by email. Note that we take our customer satisfaction seriously, and we are glad to hear from you.

This email is to let you know that we received your message, and we will get back to you with a response as soon as possible.

Please be advised that our response time can take up to 8 hours due to our large customer base.

During working hours, we do our best to reply as quickly as possible, and on weekends, our response time can take a little bit longer due to our limited staff.

For any questions or further assistance, please reply to this message or call us at +17856778910 or visit

Kind Regards,
Oladimeji Charles
Customer service director.

Sample 2: Email Complaint Response to a Customer Who has Delayed an Order

Here is a template you can use to respond to a customer experiencing a delay in their order.

Suggested Subject: Order Delay:Acknowledgment and Resolution

Dear Jason,

Thanks for taking the time to notify us at Queen industries about your product not being delivered/ or being delayed. We are so sorry for the inconvenience, and we understand how frustrating this might have been for you.

However, I have tracked your package via DHL, and it’s currently listed as “out for delivery”.If you’d like to keep track of your package’s status, you can visit www.dhltracking As a result of being one of our loyal customers for the past few years, we are offering you 50% off your next purchase at the queen industry.

However, if you fail to receive your package by the due date and time, please contact me directly by replying to this message, or you can call me at +13412345778.

Once again, I sincerely apologise for the inconvenience.

Warm Regards,
Kara Danvers,
Customer Service Representative at Queen Industries

Sample 3: Email complaint response to a customer who received the wrong item

This email template is for responding to a customer who has expressed disappointment or dissatisfaction over a wrong order.

Suggested Subject: Incorrect Item Received: Acknowledgment and Resolution

Dear Vanessa,

Thank you for notifying us at Weshare about the wrong item you received from us. We are sorry for any inconvenience this might have caused you.

As I write to you, our logistics department is working on your correct order, which should arrive tomorrow evening via DHL with the tracking number 10024 for you to track. In the meantime, we request that you return the wrong product in the original shipping box using the attached shipping label and instructions within the next seven days.

Once again, I sincerely apologize for the inconvenience.

Earn Chanikan
Customer Care Director at Weshare

Sample 4: Email for responding to an angry customer

Here is an email sample template addressing an issue or complaint from an angry customer. The template below assumes that a customer is dissatisfied with the product and service experience of the organization.

Suggested Subject: Customer Concern: Acknowledgment and Resolution

Dear Kyle,

Thank you for taking the time to bring to our attention the difficulties you have been experiencing with our product and services.

We apologize that our services and product have not been up to your expectations, and we are sorry for any inconvenience this might have caused you or your business.

At Gillard’s farm, customer satisfaction is our top priority, and we desire to see that customers are satisfied with our business at all levels and find the best possible way to fix any problem they might encounter.

Note that we are working on a solution and will inform you of the methods we have adopted to solve this particular issue and ensure they don’t occur in the future.

My deepest apologies for any inconvenience we have caused you. We aim to keep you as one of our valued customers, and we hope to serve you better.In compensation for this, we would give you a $100 gift card to purchase any of our products. Please let us know if you have any additional questions, concerns, or comments.

Bilah Harris
Customer Service Director

Sample 5: Email addressing technical complaints

The following email template is about how to respond to complaints about technical issues.

Suggested Subject: Technical Concerns: Acknowledgment and Resolution

Dear John,

Thank you for bringing the billing error to our attention, and we sincerely apologize for the inconvenience you might have encountered.

Note that we have processed and issued you the amount overcharged during your last purchase.

We have also adjusted the recurring billing amount to the original amount you should be billed per purchase.

In addition, we would like to compensate you with a discount and a product trial on your next purchase.

Once again, we apologize for the inconvenience, and we look forward to serving you better in the future.

Bonnie Rothman
Head of Customer Service.

Sample 6: Responding to Product Return Email Complaint

This sample can be used to respond to customer complaints regarding returning a product.

Suggested Subject: Product return: Resolution

Dear Joseph,

We are so sorry that our product didn’t meet your expectations. However, we are grateful for your feedback. Your feedback will help us improve our offering.

As requested, we have processed the return of the product you purchased from us. Please note that we have attached a shipping label you can print and attach to the said item to enable you to ship it to us free of charge.

Repackage the item into the shipping box it came with and attached the shipping label you have printed and take it to the nearest courier center.

Once we have received the goods, we will issue you a refund within seven days.

We apologize for any inconvenience caused by this, and we look forward to your continued patronage in the future.

Jason Teague
Customer service representative

Updated on December 24, 2023

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