Letter of Apology: Defective, Damaged, or Incomplete Product
Details
- Level
- B2
- Includes
- Worksheet (PDF)
- Updated
- 20 Sep 2026
Example Letter
Dear Mrs. Green,
I am writing in response to your letter of 22 July regarding the faulty equipment delivered to your office on 20 July 1997.
Firstly, we would like to apologize for any inconvenience caused. After investigating the matter, we discovered that several word processors from the model you received contained a faulty part. We are currently awaiting the delivery of replacement parts, and as soon as they arrive, we will send a service representative to resolve the issue.
As compensation for the inconvenience caused, we would like to offer you a two- year service contract completely free of charge. We hope this arrangement is acceptable to you. We will contact you immediately once the replacement parts arrive.
Yours sincerely,
L. Stratton
Apology for a Defective or Incomplete Product
When a customer receives a broken or missing item, it's important to apologize professionally. This letter template helps businesses respond clearly, politely, and with respect.
It includes phrases for taking responsibility, offering solutions, and thanking the customer. This example is perfect for customer support teams and small businesses alike.
Download it, customize it, and turn a complaint into customer loyalty.
