How to apologize for a damaged product

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Make sure you read the tips from
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How to talk to an angry customer or client first

If speaking with the customer on the phone, let them express their feelings/frustration first. Listen and acknowledge their concerns, then share how you plan on fixing it.

Talking Points

Dear <Name>, I’m sorry to hear that your <product name> arrived damaged. This is certainly not in line with our high standards of service.

We take pride in our high standards of service and we know that we did not meet your– or our own– expectations.

We understand how frustrating this can be and please know we’re doing everything we can to make it right.

<Provide details on when a replacement and/or refund will be available and how they to get it>

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Big List of Apologetic Statements

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So I can understand the full extent of the issue/problem, could you please tell me a little more?

Listen to Understand

I want to make sure that I really have an understanding of what you’re telling me. I’m hearing that…

Listen to Understand

Thank you for alerting us to [ISSUE]. I recognize that this can’t have been an easy thing to deal with and I’m so sorry that this caused you to feel [insert expressed emotion].

Acknowledge Concern

I’m sorry, I can see how [ISSUE] must have been frustrating for you.

Acknowledge Concern

I’m very sorry, I appreciate how difficult it must have been for you to deal with.

Acknowledge Concern

If I were in your situation, I would feel the same.

Acknowledge Concern

I’m sorry to hear that

Express Regret

We take pride in our high standards of service and we know that we did not meet your – or our own – expectations.

Acknowledge Concern

Please allow me to apologize for your experience

Express Regret

Thank you for giving us the opportunity to make this right.

Thank Them for Feedback/Patience

I appreciate you bringing this to our attention, so that we can deal with this immediately.

Thank Them for Feedback/Patience

I would feel the same in your situation, but we will sort this out…

Acknowledge Concern

Offer Reassurance

We deeply value your relationship, and we are committed to providing you with the highest level of service. Thank you in advance for your understanding and patience.

Thank Them for Feedback/Patience

Please know that we are doing everything in our power to make it right.

Offer Reassurance

We understand how frustrating this can be and please know we’re doing everything we can to make it right.

Acknowledge Concern

Offer Reassurance

You were absolutely right to bring this to my attention, so I can [insert action]

Offer Reassurance

I will try everything I can to resolve this by [date]

Offer Reassurance

As I look into this, I will [insert action]…

Tell Them How You Will Fix it

What I’m doing now to help you is [insert action]

Tell Them How You Will Fix it

What I’m currently doing to help you is…

Tell Them How You Will Fix it

This situation is difficult, but one solution that we could try is [insert solution]

Tell Them How You Will Fix it

Now that I’m aware of the situation, we can look to fix it by [insert solution]

Tell Them How You Will Fix it

If I were in your situation, I would feel the same. What I would try, and I suggest that we do too, is to [insert solution]

Tell Them How You Will Fix it

I will contact you as soon as I have an update

Tell Them How You Will Fix it

I will work on resolving the problem and will be in touch by [date]

Tell Them How You Will Fix it

I’m sorry that you’ve had this issue, but we have managed to [insert solution]. Now we have done that, our next steps are [insert next steps]

Tell Them How You Will Fix it

Express Regret

We recognize that this is not ideal, and we ask for your continued patience throughout this process.

Thank Them for Feedback/Patience

Acknowledge Concern