The Best Sample Email Responding to Customer Complaint

Nowadays, customer complaints are inevitable in any service-oriented business.

Finding the right way to respond to these complaints quickly and effectively is essential. Email response is often a better option as it allows you to address customer concerns without having a face-to-face confrontation.

Here are guidelines on how to write an appropriate sample email responding to customer complaint

What Is a Sample Email Responding to Customer Complaint?

A sample email responding to customer complaint is an example of how a company should communicate with its customers.

It’s essential to be professional and courteous in these emails, as they will likely directly impact customer retention. A well-crafted response can turn a dissatisfied customer into an advocate for your business. 

Photo by CDC on Unsplash

The following template can help you craft the perfect sample email responding to customer complaints: 

Subject Line

Dear {Name}, We’re Sorry About Your Experience! 


Thank you for sending this issue to our inbox {Name}! We apologize for any inconvenience our product/service has caused you. We take all feedback very seriously and want to ensure you receive the best experience possible with our company. 

Middle Paragraph

We want to take this opportunity to understand better what happened and develop a solution that meets your needs. Please provide us with any additional information that might help us address this issue. We’re dedicated to helping you in any way we can and appreciate your patience while we work towards a resolution. 

Closing Part

Once again, thank you for bringing this matter to our attention. We look forward to resolving your issues and providing you with an excellent service experience in the future. 


{Your Name & Title} 

Other Examples

Template 1

Dear (customer name),

Thank you for alerting us on the issue at hand. I apologize for what you have suffered and will do everything possible to resolve it as soon as possible. Please accept my sincere apologies for any frustration this has caused. I appreciate your patience and understanding, thank you.

Template 2

Dear (customer name),

I understand that you have encountered an issue with our product/service. I am genuinely sorry for any inconvenience or frustration caused by this. We take customer complaints very seriously and do everything possible to resolve them quickly. I thank you for your cooperation as we work toward a resolution.

Template 3

Dear (customer name),

We are grateful to you for letting us into this matter. We apologize for damages caused and are working hard to address the problem as soon as possible. Your feedback is important to us, and we appreciate your patience while we resolve the matter. Thanks again for bringing this matter to our attention, and please don’t hesitate to contact us if there’s anything else we can help with.

Using these templates ensures that your response emails are professional and courteous while providing a solution to the customer’s complaint. This will help you address the issue quickly and effectively while maintaining a positive relationship with your customers.

Tips to Write an Effective Sample Email Responding to Customer Complaint

Acknowledge the Customer’s Concern

It is essential to acknowledge the customer’s complaint and express an understanding of their situation.

This demonstrates that you are listening and empathizing, which will help calm them down and put them at ease. Here is an example of a sample email responding to a customer complaint that does this effectively: 

Dear (Name), 

We are happy you reached out. We understand your frustration with (specific problem) and want to ensure we do all we can to address the matter quickly and satisfactorily. 

Show Empathy

 You must show sympathy and understanding in your response email. Provide an apology for the inconvenience caused, assure them you are doing everything possible to resolve the issue, and thank them for their patience. 

Provide a Solution

Once you have acknowledged the complaint and show empathy, it’s time to provide a solution. This should be specific to each complaint, but ensure you provide realistic solutions.

End With Positive Language

Your response email should end positively with encouraging words or promises of future action. This will help reassure the customer that you are taking their concerns seriously and working towards a resolution.

By following these simple tips, you can create an effective sample email. Responding to customer complaints that is professional and courteous while also addressing the issue.

Remember to keep it brief but comprehensive, and make sure you provide a solution. Doing this will help you to resolve customer complaints quickly and effectively, allowing you to maintain a positive professional relationship with your customers.


Customer complaints are an inevitable part of any service-oriented business. Responding to these complaints appropriately, quickly, and effectively is essential to maintain a positive professional relationship with your customers.

Email response is often the best way to do this. Following these tips, you can create a comprehensive sample email responding to customer complaints that will help you resolve issues quickly and effectively. 

Abir is a data analyst and researcher. Among her interests are artificial intelligence, machine learning, and natural language processing. As a humanitarian and educator, she actively supports women in tech and promotes diversity.

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