This document can be used to draft a letter of apology to a customer who received damaged goods/ products during the delivery process. This document also confirms the replacement of damaged goods/ products and reimbursement of charges induced.
Negative experiences encountered by customers are inevitable no matter how hard companies tried to avoid them. However, unresolved complaints from customers are harmful to the reputation of companies. Companies shall send a letter of apology with appropriate remedies to the affected customer as soon as possible.
In this letter, the company apologises for the delivery of damaged goods and for the customer's inconvenience. The letter shows sincerity to remedy the situation by explaining to the customer that customer satisfaction matters to the company.
The letter also states the company values quality and it offers the customer compensation to remedy the situation. It indicates that appropriate measures will be carried out, and there will be a replacement of the products/ goods would be delivered and the charges induced would be reimbursed.
It also states that an investigation has taken place to investigate the incident and it concludes that the preliminary assessment is that damage was a result of transport handling and thus, refuses the responsibility of the complaint claim. Instead, if the damage was caused by the shipper during the shipping process, the complaint should be directed to them.
It ends on a positive note and shows sincerity.
Upon receiving a complaint letter from a consumer, this email/letter of apology should be addressed to the consumer to apologise for the damaged goods delivered. This letter should be drafted as soon as possible to show the sincerity of the sender.
This letter should be customised by including details of the customers, damaged goods/ products, investigation process, etc.
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safe delivery of goods,
apology letter for delay in delivery,
apology letter for damaged goods,