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Apology Letter - Product Defects / Poor Quality

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An email or letter of apology regarding defective goods. It gives an apology to customer and provides a preliminary assessment of the cause(s) of the defect. It also states the immediate steps to be taken regarding the defective goods.

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Document Description

The document titled 'Apology Letter - Product Defects / Poor Quality' is an important document that addresses a customer complaint regarding the quality of a product. It serves as a formal apology from the company to the customer and outlines the steps the company will take to rectify the issue.


The entire document consists of a letter addressed to the customer. It begins by expressing gratitude for the customer's feedback and acknowledging that the received product did not meet their expectations. The company takes responsibility for the issue and apologizes for any inconvenience caused. The letter assures the customer that the company is taking the matter seriously and has initiated an investigation to determine the cause of the problem.


The letter further explains that the preliminary assessment suggests a fault in the manufacturing process. The company acknowledges the customer's concerns and assures them that measures will be taken to prevent such incidents in the future. The company offers a full refund for the defective product and informs the customer that replacements with improved quality will be sent from a different manufacturer. The expected delivery date is mentioned, and the customer is requested to dispose of the unsold/return product or send it back to the company for reimbursement of freight charges.


The letter concludes by expressing the company's commitment to implementing additional quality controls and improving their overall product quality. The company hopes to avoid any future complaints and looks forward to continuing business with the customer.


Each section of the document serves a specific purpose. The introduction expresses gratitude and acknowledges the customer's complaint. The following paragraphs provide an explanation of the issue, the proposed solutions, and the company's commitment to improvement. The conclusion reiterates the company's apology and emphasizes their dedication to customer satisfaction and quality improvement.

How to use this document?

1. Express gratitude and acknowledge the customer's feedback.

2. Apologize for the poor quality of the product and take responsibility for the issue.

3. Assure the customer that the company is investigating the problem and explain the preliminary assessment.

4. Offer a full refund for the defective product.

5. Inform the customer about the replacements with improved quality from a different manufacturer.

6. Mention the expected delivery date of the replacements.

7. Request the customer to dispose of the unsold/return product or send it back for reimbursement of freight charges.

8. Express the company's commitment to implementing additional quality controls.

9. Emphasize the company's dedication to improving product quality and avoiding future complaints.

10. Conclude the letter with a sincere apology and a positive outlook for future business.

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