15 Sample Apology Emails to Customers

1. Apology for Delayed Delivery

Subject: We Apologize for the Delay in Your Order

Dear [Customer Name],

We sincerely apologize for the delay in delivering your recent order #[Order Number]. Due to unforeseen circumstances, your package was delayed, and we understand how frustrating that can be.

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We are actively working to get it to you as soon as possible and will notify you once it ships. Please accept this 10% discount code as a token of our apology: SORRY10.

Thank you for your patience and understanding.

Warm regards,
[Your Name]
[Company Name]

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2. Apology for Poor Customer Service

Subject: We’re Sorry About Your Recent Experience

Dear [Customer Name],

Thank you for bringing your concerns to our attention. We are truly sorry for the level of service you received—it did not meet our usual standards, and we’re taking this very seriously.

We’re currently reviewing the situation and will be taking steps to ensure it does not happen again. We value your business and would appreciate the chance to make this right.

Sincerely,
[Your Name]
[Company Name]

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3. Apology for Incorrect Billing

Subject: Our Apologies for the Billing Error

Dear [Customer Name],

Please accept our sincere apologies for the recent billing error on your account. We recognize the inconvenience this caused and have corrected the mistake immediately.

A refund has been issued for the overcharge, and a revised invoice is attached. If you have any questions, we’re here to help.

Best regards,
[Your Name]
[Company Name]

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4. Apology for Product Quality Issue

Subject: Our Apologies for the Product Issue

Dear [Customer Name],

We’re very sorry to hear that the item you received did not meet your expectations. Quality is extremely important to us, and we regret this experience.

We’ve initiated a replacement order for you at no cost, and you should receive it within [X] days. Please don’t hesitate to reach out if we can assist further.

Sincerely,
[Your Name]
[Company Name]

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5. Apology for Technical Glitch on Website

Subject: Apologies for the Technical Difficulty

Dear [Customer Name],

We experienced a temporary glitch on our website that may have affected your browsing or checkout experience. We apologize for the inconvenience this caused.

Our technical team has resolved the issue, and we’re actively working to prevent similar issues in the future. Thank you for your patience and loyalty.

Kind regards,
[Your Name]
[Company Name]

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6. Apology for Wrong Item Shipped

Subject: Apology for the Incorrect Shipment

Dear [Customer Name],

We sincerely apologize for the mistake in your recent order #[Order Number]. You received an incorrect item, and we take full responsibility for this error.

A corrected order is already on the way, and you may keep or donate the incorrect item. Thank you for your understanding.

Best,
[Your Name]
[Company Name]

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7. Apology for Missed Appointment or Call

Subject: Sorry for Missing Our Scheduled Time

Dear [Customer Name],

I apologize for missing our scheduled call/appointment on [Date]. This was an oversight on my part, and I deeply regret any inconvenience it caused.
Please let me know a new time that works for you. I’ll make sure it’s a top priority.

Sincerely,
[Your Name]
[Company Name]

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8. Apology for Delayed Response to Inquiry

Subject: Our Apologies for the Late Response

Dear [Customer Name],

We’re sorry it took us longer than usual to respond to your recent inquiry. We strive to provide prompt support, and we regret falling short this time.

Please find the information you requested below, and feel free to reach out if anything remains unresolved.

Warm regards,
[Your Name]
[Company Name]

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9. Apology for Cancelled Event or Reservation

Subject: Sincere Apologies for the Cancellation

Dear [Customer Name],
We regret to inform you that your scheduled [event/reservation] on [Date] has been canceled due to [reason]. We understand how disappointing this must be.
We’re offering a full refund and a 15% discount on your next booking. Thank you for your understanding.
Sincerely,
[Your Name]
[Company Name]

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10. Apology for Overpromising and Underdelivering

Subject: We Owe You an Apology

Dear [Customer Name],

We realize we fell short of the promises we made regarding [product/service], and we sincerely apologize. Your trust is important to us, and we’re sorry we didn’t deliver as expected.

We’re taking immediate steps to fix the issue and will update you shortly on our progress.

With regret,
[Your Name]
[Company Name]

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11. Apology for Miscommunication

Subject: Apology for the Misunderstanding

Dear [Customer Name],

We apologize for the recent miscommunication regarding [specific issue]. We understand how this may have caused confusion or frustration.

Clear communication is something we pride ourselves on, and we’re reviewing our process to ensure better clarity moving forward.

Thank you for bringing this to our attention.

Warmly,
[Your Name]
[Company Name]

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12. Apology for Shipping Damage

Subject: We’re Sorry Your Item Arrived Damaged

Dear [Customer Name],

We are sorry to hear that your order arrived in damaged condition. This is not the experience we want for our customers, and we’re taking immediate action.

We’ve shipped a replacement to you at no additional cost, and we’ll work with our courier to prevent future damage.

Apologies again,

[Your Name]
[Company Name]

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13. Apology for Subscription Error

Subject: Our Apology Regarding Your Subscription

Dear [Customer Name],

We apologize for the issue with your subscription—[brief issue, e.g., early renewal, cancellation delay, etc.]. We’ve corrected the problem and ensured your preferences are now up to date.

Please accept a free one-month extension as an apology for the inconvenience.

Thank you for your patience,
[Your Name]
[Company Name]

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14. Apology for Service Outage

Subject: Apology for the Recent Service Interruption

Dear [Customer Name],

We recently experienced a service outage that may have impacted your access. We know how important our service is to your daily routine, and we sincerely apologize.

Our team resolved the issue swiftly, and we’re implementing additional safeguards to avoid future interruptions.

Best regards,
[Your Name]
[Company Name]

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15. Apology for Mistaken Charge

Subject: Apology for the Incorrect Charge on Your Account

Dear [Customer Name],

We’re very sorry for the incorrect charge that appeared on your account. This was a processing error, and we’ve issued a full refund of [$Amount] today.

Please allow 3–5 business days for the refund to appear. Let us know if we can assist further.

Sincerely,
[Your Name]
[Company Name]