We would like to offer our deepest apologies for the trouble you had to experience with [company name]. This situation is not ordinary and these incidents are not typical of us. We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. We appreciate that you understand that mistakes sometimes happen despite the numerous checks and measures. We are very sorry that this happened to you but rest assured it won’t happen again.
After studying the matter, we found out that this error was the result of [explain the root cause of the error]. This is clearly a mistake at our end and we take responsibility for it.
Due to this unintentional error and as a token of appreciation to you as our client, we are going to [state your resolution to the mistake: refund your money, give another item for free, provide you with one year subscription, etc…]. This is the least that we can do to compensate for the inconvenience caused. We do hope this resolution fulfills your expectations and helps clear any deformed image you might have had about our products, services or customer service.
To make things even better, we have taken a number of measures to ensure that this error and similar mistakes do not happen again in the future. It is due to you that we have realized this and we thank you for sharing your experience with us. We prefer to learn and improve under better conditions but sometimes this is just not possible.
One more time we apologize for this error and we hope to keep you as part of our valued customer base for a very long time.
Please do not hesitate to share your thoughts and feedback with us at any time. We are here for you.
Best Regards