A letter of apology to customers regarding incorrect product delivered. It offers delivery of replacement goods or reimbursement to the customer, and provides an explanation of the error made.
The Main Contents of This Document Addresses:
We are extremely sorry to find out that the goods delivered were not the ones you have ordered on [date]. [The replacements are being sent [freight prepaid] to you right now and should arrive at the delivery location by [date].] [Please return the incorrect goods [to the same shipper] / [by freight and we will reimburse you for the charges].]
It is purely a [handling] / [system] / [process] / [sales] error. [We are reviewing our process to see how we can avoid this type of error in the future. We hope that these steps will ensure the correct delivery of the goods to our customers in the future.]
Upon receiving a complaint letter for incorrect goods delivered, the recipient of the complaint letter may use this template to draft their sincere apology for the incorrect goods delivery.
It indicates that replacement and reimbursement will be fulfilled. It extends an apology for the error and that a process is taken place to examine the mistake, to avoid future mistakes.
This apology letter also includes acceptance of responsibility, in forms of apologising for carelessness, whereby it states intention to be more careful in a future delivery.
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