Customer Service Email Replies for Angry Customers

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Every business has to deal with angry and dissatisfied customers every once in a while. In handling such situations, you have to ensure you stick to the company’s policy and yet make the customer feel that you are on his or her side. Feels like hard work? We’ve got you covered.

Customer Service Email Samples

Below are some examples of professional responses to a dissatisfied or angry customer:

Sample 1 – Dissatisfied Purchase Experience

SUGGESTED SUBJECT: Our Apologies. Please Accept Our Complimentary Gift

Dear Esteemed Customer,

Thanks for your email to notify us of the difficulties you have been experiencing with our mall recently.

We are very sorry for such destabilizing encounters you have been faced with.  One of our strengths is the way we respond to our customers promptly. Therefore, your recent experience is unjustifiable.

I have discussed this with our Sales Director at the Hill Stone Mall and directed him to make a complete refund and make a 10% discount on your next purchase. I want to use this opportunity to tell you that we are sorry for the difficulties you have encountered as a result of this problem. It is obvious from this incident that our assistant sales personnel require adequate training for effective delivery.

Thank you for your understanding. For any other questions or requests for assistance, you can call me directly at +2348157479837.

Best regards,

Ronald Johnson
Customer Service Manager

Sample 2 – Delay of Customer Delivery

SUGGESTED SUBJECT: We Are Sorry For The Inconvenience

Dear Mrs. Johnson,

I am very sorry about the difficulty you encountered recently before receiving your last order from us. I understand that those products were required for urgent purposes.

Despite our effort to deliver your order on time using Skynet Express Delivery Service, it’s quite unfortunate that we didn’t meet up with the time allotted for the delivery of those products.

We are very sorry for truncating your plans for these products, and we will do our best to ensure this never happens again. Already, we are discussing with other express courier services to ensure our customers get their orders on time.

We promise to impress you when you make your next order. If you have any other questions or need further assistance from me, please feel free to call me directly at +2348157479837.

Arnold Phillip

Sample 3 – Dissatisfied with Purchased Journal

SUGGESTED SUBJECT: Apologies. Woculus Promises To Give You a Better Experience

Dear Mr. George,

I agree with you that the latest Woculus Reader’s Journal which you ordered got to you but has some missing pages. Despite this publication mishap, you read the journal and kept it with you for at least two weeks.

I am sorry for this printing error on the copy of the Woculus Readers’ Journal you purchased. However, I can neither receive the return nor refund you as you demanded. This is because of our company’s policy. We make refunds only for orders whose complaints are received within two weeks of purchase.

We greatly esteem your relationship with our company and are very sorry for the inconveniences you have suffered as a result of the printing errors in the Journals you received from us. It is unfortunate that we cannot exchange the Journal at this time due to our policies and the time it has spent with you.

We promise to offer you the best services possible always. Please accept our apologies and feel free to call me anytime at +2348157479837.


Tina Bash
Sales Director

Sample 4 – Dissatisfied Purchase Experience

SUGGESTED SUBJECT: We’re Extremely Sorry. Let Us Know How We Can Make This Right

Dear Ms. Edna,

Thank you for taking time out of your busy schedule to write to us and express your grievances on how our products and services do not meet up with your expectations.

At Growers United, our greatest desire is to ensure our customers are satisfied at all levels and find the most suitable way to fix their problems without delay.

We will call you in a few days to inform you of the methods we have adopted in resolving the issues you have encountered with our products and services recently. Furthermore, we will assess your complaints to deduct measures we can adopt to prevent issues of this nature in subsequent times.

Please accept our sincere apology for the difficulties we have caused you.  Our aspiration is to keep you as one of our most valued customers, and we hope to serve you better in subsequent times.
Thank you for your patronage.

Barney Phillip
Sales Manager

Sample 5 – Dissatisfied Customer Experience


Dear Mr. Maxwell,

Thank you for your email.

First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.

We also observe some crucial information in your complaint concerning our products and services as well as the degree of our services.

To help us transfer your complaint to the branch concerned, we would be grateful if you could provide us with vital information by filling out the form attached to this email.

Once again, we are sorry for the inconvenience we have caused you and we hope to offer you better services in the future.

For any questions or further assistance, feel free to call us at +2348157479837.

Best regards
Ann Richardson
Customer Service Director

Updated on February 9, 2023

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