Customer Complaint Reply Letter Sample

Thank you for reaching out to us and sharing your concerns. We deeply value your feedback and apologize for any inconvenience you may have experienced.

Firstly, we want to assure you that your issue is being taken seriously. We have thoroughly reviewed your complaint regarding [specific issue, e.g., "the delay in delivery of your recent order"]. Our team has identified that [specific reason for the issue, e.g., "the delay was caused by an unexpected backlog in our logistics department"].

To address your concern, we have taken the following steps: [specific actions taken, e.g., "We have expedited your order and it is now scheduled to arrive within the next 48 hours"]. Additionally, as a gesture of goodwill, we are offering you [compensation, e.g., "a discount on your next purchase" or "a refund"].

We understand how frustrating this situation must be and we are committed to ensuring that such issues are resolved promptly and do not recur. Please feel free to contact us directly at [contact information] if you have any further questions or require additional assistance.

Once again, we apologize for the inconvenience and thank you for bringing this to our attention. We appreciate your patience and understanding as we work to improve our services.

Best regards,

[Your Name]
[Your Position]
[Company Name]
[Contact Information]