Angry Customer Email Examples

Updated: November 22, 2023

Encountering angry or dissatisfied customers is an inevitable challenge. Successfully navigating these difficult interactions can significantly impact a company's reputation, customer retention, and future growth.

This article will present examples of how businesses can manage such situations, to diffuse tension and rebuild trust.

Responses for Negative Experiences with a Product or Service

In this section, we present examples that demonstrate how businesses can skillfully respond to customers frustrated by a negative experience with a product or service.

Investigating Issue & Full Refund Copy Snippet Copied!

Subject: Our Sincere Apologies for the Negative Product Experience

Dear [Customer’s Name],

We were disappointed to hear about the issues you encountered with our product. We sincerely apologize for any inconvenience or frustration this has caused you. We appreciate you bringing this to our attention, as it helps us improve our products and services.

Upon receiving your feedback, we have initiated an investigation into the issue you reported. To help us resolve this matter promptly, we kindly request that you provide us with more details about the problem and, if possible, any photos of the product.

In the meantime, we would like to offer you a full refund or a replacement product, whichever you prefer. Please reply to this email with your preference, and we will process the refund or send out the replacement product as soon as possible.

We value your business and are committed to providing exceptional products and customer service. If you have any further concerns or questions, please do not hesitate to reach out to us.

Once again, we apologize for the inconvenience and look forward to making things right.

Best regards,

[Your Name]
[Your Title]
[Your Company]

We Take Customer Satisfaction Seriously Copy Snippet Copied!

Dear [Customer Name],

I’m sorry to hear that you had a negative experience with our product/service. We take our customer’s satisfaction seriously and would like to apologize for any inconvenience caused. Can you please provide me with more details about the situation so that we can investigate and take appropriate measures to avoid this in the future?

Thank you for bringing this matter to our attention, and we hope to restore your faith in our product/service soon.

Best regards,

[Your Name]

Full Refund & Additional Discount Copy Snippet Copied!

Subject: Addressing Your Product Concerns and Making Things Right

Dear [Customer’s Name],

Thank you for bringing your recent negative product experience to our attention. We apologize for the inconvenience and disappointment you faced. We understand how important it is for our products to meet your expectations and are committed to addressing your concerns promptly.

We have taken immediate action to investigate the issue you reported. As a gesture of goodwill and an apology for the inconvenience, we would like to offer you a full refund or an exchange for a different product of equal value. Please let us know your preference, and we will arrange it accordingly.

In addition, we would like to offer you a 15% discount on your next purchase with us as a token of our appreciation for your understanding and patience. Please use the promo code “SORRY15” when placing your next order.

We look forward to the opportunity to serve you again and provide a better experience. If you have any additional concerns or require assistance, please do not hesitate to reach out to us.

Warm regards,

[Your Name]
[Your Title]
[Your Company]

Request for More Information Copy Snippet Copied!

Dear [Customer Name],

I’m sorry to hear that you had a negative experience with our product/service. We understand how frustrating it can be when things don’t work as expected, and we apologize for any inconvenience caused.

Please rest assured that we take your concerns seriously and are committed to resolving the issue as quickly as possible. Can you please provide me with more information about your experience so that we can better understand the issue and work to address it?

Thank you for your feedback, and we hope to restore your faith in our product/service soon.

Best regards,

[Your Name]

Full Refund or Replacement Product Copy Snippet Copied!

Subject: Our Apologies and Commitment to Improving Your Product Experience

Dear [Customer’s Name],

We are deeply sorry to learn about the negative experience you had with our product. We understand the frustration and inconvenience this has caused you, and we want to assure you that your concerns are important to us.

To rectify the situation, we would like to offer you the choice of a full refund or a replacement product. Please reply to this email with your preference, and we will process it as soon as possible.

We have also taken your feedback into account and are working diligently to improve our products to prevent similar issues in the future. Your satisfaction is our priority, and we are dedicated to providing high-quality products to our customers.

Please do not hesitate to reach out if you have any further questions or concerns. We are here to help and look forward to making things right.

Kind regards,

[Your Name]
[Your Title]
[Your Company]

Responses for a Frustrating Experience with Customer Service

Next up, here are five examples a business can use with a frustrated customer who had a negative customer experience.

Conducting Internal Investigation Copy Snippet Copied!

Subject: Our Sincere Apologies for Your Recent Experience

Dear [Customer’s Name],

We were disappointed to learn about the poor customer service experience you had with our company. Please accept our sincerest apologies for the inconvenience you faced. We understand how frustrating this must have been for you, and we want to assure you that we take your concerns seriously.

Upon receiving your complaint, we have conducted an internal investigation to identify the root cause of the issue. We have taken corrective measures to ensure that similar incidents do not occur in the future. Additionally, we have provided additional training to our team members to improve their customer service skills.

To make amends for this unfortunate experience, we would like to offer you a full refund for your purchase, along with a 20% discount on your next order with us. Please use the promo code “MakeItRight20” when placing your next order.

We hope that this gesture helps restore your confidence in our company. Your satisfaction is our top priority, and we are committed to providing you with the exceptional service you deserve. Please feel free to reach out to us if you have any further concerns or questions. We are here to help.

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

Best regards,

[Your Name]
[Your Title]
[Your Company]

Complimentary Upgrade for the Inconvenience Copy Snippet Copied!

Subject: Addressing Your Concerns and Making Things Right

Dear [Customer’s Name],

Thank you for bringing your recent negative experience to our attention. We apologize for the inconvenience and frustration you encountered due to our poor customer service. Your feedback is crucial in helping us improve, and we appreciate your patience in this matter.

We have taken immediate action to rectify the situation and ensure that it does not happen again. As a gesture of goodwill and an apology for the inconvenience, we would like to offer you a complimentary upgrade to our premium service for the next three months.

Please find attached a voucher for the upgrade, which you can redeem at any time. We hope that this gesture demonstrates our commitment to providing exceptional service and making things right with our valued customers like you.

We look forward to the opportunity to serve you again and provide a better experience. If you have any additional concerns or require assistance, please do not hesitate to reach out to us.

Warm regards,

[Your Name]
[Your Title]
[Your Company]

Full Refund & Implementing Training Copy Snippet Copied!

Subject: Our Apologies and Commitment to Improving Your Experience

Dear [Customer’s Name],

We were disheartened to hear about your recent experience with our customer service team. Please accept our sincerest apologies for the inconvenience and frustration you endured. We take all feedback seriously, and we are committed to using it as an opportunity to learn and grow.

To make up for this disappointing experience, we have issued a full refund for your purchase, which should reflect on your account within the next 3-5 business days. Additionally, we would like to offer you a $50 gift card to use on your next purchase with us, as a token of our appreciation for your business and understanding.

We have taken your feedback to heart and have implemented additional training for our customer service staff to prevent similar issues in the future. Your satisfaction is our priority, and we are dedicated to providing an exceptional experience for all our customers.

Please do not hesitate to reach out if you have any further questions or concerns. We are here to help and look forward to exceeding your expectations in the future.

Kind regards,

[Your Name]
[Your Title]
[Your Company]

Importance of Being Prompt Copy Snippet Copied!

Dear [Customer Name],

I’m sorry to hear that you had a frustrating experience with our customer service. We understand how important it is to receive prompt assistance, and we apologize for falling short in this regard.

Please know that we are committed to resolving this issue, and I would like to work with you personally to ensure that your concerns are addressed. Can you please provide me with more information about your experience so that we can take corrective measures to avoid similar situations in the future?

Thank you for your patience and understanding, and we look forward to resolving this issue with you.

Best regards,

[Your Name]

More Information to Correct the Situation Copy Snippet Copied!

Dear [Customer Name],

I’m sorry to hear that you had a negative experience with our customer service. We understand how frustrating it can be to receive poor service, and we apologize for falling short in this regard.

Please know that we take your concerns seriously and are committed to resolving the issue as quickly as possible. Can you please provide me with more information about your experience so that we can better understand the situation and take corrective measures?

Thank you for your patience and understanding, and we hope to restore your faith in our customer service soon.

Best regards,

[Your Name]

Try it for yourself

With TextExpander, you can store and quickly expand full email templates, email addresses, and more anywhere you type. That means you’ll never have to misspell, memorize, or type the same things over and over again.

Subject: Our Sincere Apologies for the Negative Product Experience <br> <br>Dear [Customer's Name], <br> <br>We were disappointed to hear about the issues you encountered with our product. We sincerely apologize for any inconvenience or frustration this has caused you. We appreciate you bringing this to our attention, as it helps us improve our products and services. <br> <br>Upon receiving your feedback, we have initiated an investigation into the issue you reported. To help us resolve this matter promptly, we kindly request that you provide us with more details about the problem and, if possible, any photos of the product. <br> <br>In the meantime, we would like to offer you a full refund or a replacement product, whichever you prefer. Please reply to this email with your preference, and we will process the refund or send out the replacement product as soon as possible. <br> <br>We value your business and are committed to providing exceptional products and customer service. If you have any further concerns or questions, please do not hesitate to reach out to us. <br> <br>Once again, we apologize for the inconvenience and look forward to making things right. <br> <br>Best regards, <br> <br>[Your Name] <br>[Your Title] <br>[Your Company]
Dear [Customer Name], <br> <br>I'm sorry to hear that you had a negative experience with our product/service. We take our customer's satisfaction seriously and would like to apologize for any inconvenience caused. Can you please provide me with more details about the situation so that we can investigate and take appropriate measures to avoid this in the future? <br> <br>Thank you for bringing this matter to our attention, and we hope to restore your faith in our product/service soon. <br> <br>Best regards, <br> <br>[Your Name]
Subject: Our Apologies and Commitment to Improving Your Product Experience <br> <br>Dear [Customer's Name], <br> <br>We are deeply sorry to learn about the negative experience you had with our product. We understand the frustration and inconvenience this has caused you, and we want to assure you that your concerns are important to us. <br> <br>To rectify the situation, we would like to offer you the choice of a full refund or a replacement product. Please reply to this email with your preference, and we will process it as soon as possible. <br> <br>We have also taken your feedback into account and are working diligently to improve our products to prevent similar issues in the future. Your satisfaction is our priority, and we are dedicated to providing high-quality products to our customers. <br> <br>Please do not hesitate to reach out if you have any further questions or concerns. We are here to help and look forward to making things right. <br> <br>Kind regards, <br> <br>[Your Name] <br>[Your Title] <br>[Your Company]
Subject: Our Sincere Apologies for Your Recent Experience <br> <br>Dear [Customer's Name], <br> <br>We were disappointed to learn about the poor customer service experience you had with our company. Please accept our sincerest apologies for the inconvenience you faced. We understand how frustrating this must have been for you, and we want to assure you that we take your concerns seriously. <br> <br>Upon receiving your complaint, we have conducted an internal investigation to identify the root cause of the issue. We have taken corrective measures to ensure that similar incidents do not occur in the future. Additionally, we have provided additional training to our team members to improve their <a href="https://textexpander.com/blog/customer-service-skills">customer service skills</a>. <br> <br>To make amends for this unfortunate experience, we would like to offer you a full refund for your purchase, along with a 20% discount on your next order with us. Please use the promo code ""MakeItRight20"" when placing your next order. <br> <br>We hope that this gesture helps restore your confidence in our company. Your satisfaction is our top priority, and we are committed to providing you with the exceptional service you deserve. Please feel free to reach out to us if you have any further concerns or questions. We are here to help. <br> <br>Once again, we apologize for the inconvenience and look forward to serving you better in the future. <br> <br>Best regards, <br> <br>[Your Name] <br>[Your Title] <br>[Your Company]
Dear [Customer Name], <br> <br>I'm sorry to hear that you had a negative experience with our customer service. We understand how frustrating it can be to receive poor service, and we apologize for falling short in this regard. <br> <br>Please know that we take your concerns seriously and are committed to resolving the issue as quickly as possible. Can you please provide me with more information about your experience so that we can better understand the situation and take corrective measures? <br> <br>Thank you for your patience and understanding, and we hope to restore your faith in our customer service soon. <br> <br>Best regards, <br> <br>[Your Name]

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