Sample email reply to customer complaint

Here's a sample email reply to a customer complaint:

Subject: Re: Concern with [Product/Service] Order

Dear [Customer Name],

I am so sorry to hear that you are not satisfied with your recent order of [Product/Service]. I apologize for any inconvenience or frustration this has caused.

I want to assure you that we take all complaints seriously and are committed to making things right. I have reviewed your order and would like to offer a solution to resolve the issue.

[Insert specific solution or offer, e.g. "I can offer a full refund for the defective product" or "I can provide a replacement product with a prepaid return shipping label"]

If this solution is not acceptable to you, please let me know and I will work with you to find an alternative solution. Your satisfaction is our top priority, and I want to ensure that you are happy with your experience with our company.

Additionally, I would like to offer you [optional: a discount on your next purchase or a complimentary service] as a gesture of goodwill for the inconvenience you have experienced.

Your feedback is invaluable in helping us improve our products and services.

Thank you for bringing this to my attention, and I look forward to hearing back from you soon.

Best regards,

[Your Name] [Your Title] [Company Name] [Contact Information]

Additional Tips:

• Respond promptly to the customer's complaint, ideally within 24 hours.
• Acknowledge the customer's concern and apologize for the issue.
• Offer a specific solution or offer to resolve the issue.
• Be transparent and clear in your communication.
• Show empathy and understanding for the customer's frustration.
• Keep the tone professional and friendly.
• Include a clear call to action (e.g. "
• Consider offering a gesture of goodwill, such as a discount or complimentary service, to show that you value the customer's business.