This sample business apology letter for defective goods and products includes all of the Dos and Don'ts of effective business apology letter writing. The letter is clear, specific, on point and touches on the customer's point of view.
What's particularly important to note in this sample letter is that all of the business repercussions and inconveniences caused to the customer are clearly identified and acknowledged.
Dear 'Company A',
We are very sorry that the shipment of goods (Purchase Order No.) that you received on (Specific Date) was defective. We understand your disappointment and appreciate the inconvenience this must have caused your organization and the logistics problems that ensued.
There is no question that the product we shipped did not meet the very high standards our customers have come to expect and should continue to demand.
In our effort to improve the overall quality of our products, we used a new composite material for your order. We have since returned to the original recipe and can assure you that we are in the process of completing more thorough testing and development.
I can promise you that the highest quality standards will be met in the future because protecting our reputation for delivering the best product on the market is a key priority for us. Again, I apologize for our mistake and regret any inconvenience caused as a result.
We have already brought in additional staff to expedite the production of a replacement order and guarantee its delivery by the end of this week. We have also asked our shippers to pick up the defective product prior to delivery of the new shipment, in order to free up your warehouse space.
We look forward to continuing the mutually beneficial relationship that our two companies have shared over the last two years.
If there is anything else that we can do to minimize your inconvenience in regard to this matter, please don't hesitate to contact us.
We chose this particular business apology letter because it illustrates the importance in acknowledging the error AND the inconvenience caused due to the mistake.
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The elements of a perfect business apology should describe the situation with specific detail, acknowledge the inconvenience caused, take responsibility without making excuses, and assure the recipient that it won't happen again, and as appropriate, offer some small form of restitution.