Home » Apology Email to Customer for Defective Product

Apology Email to Customer for Defective Product

Sample apology emails to customers for the delivery of a defective product.

It is not rare for sellers to receive complaints from customers related to product quality or defect. However, even with many quality check processes in place, sellers may end up shipping a defective product to the customer. In such a situation, the customer service manager must immediately apologize to the customer and offer the necessary remedy. Instead of just servicing complaints from the customers, managers must exploit such complaints as opportunities to market a responsible and customer friendly image before the customers. Companies that are quick to realize their mistake and offer the customers the resolution, can retain their customers for longer. In this way, you also maximize customer satisfaction from your platform and maintain strong relationships with your customers.

Customer relationships are a key factor that drive superior growth for e-commerce brands. As a e-commerce business or a manager, you must always remain ready to address customer complaints and offer a proper apology to the customer. It helps strengthen trust among the customers.

Here are some sample emails in response to complaints received from customers regarding a damaged, defective or faulty product.

Sample apology email for defective product 1

  • Suppose your company shipped a smartphone to a customer that turned out to be defective. While your company maintains rigorous quality standards, it is not responsible for the defect and cannot control the quality of specific products that are sealed in order to maintain the safety of the product. The below email template explains how to handle such situations and offer the customer a proper response to avoid losing a valuable customer.

Dear Mr Smith,

We are sorry to learn that the smartphone delivered to you is defective. While we do our best to make sure that all the products that we sell to our customers go through a rigorous quality check before delivery, some of them are sealed by the selling brand to ensure the safety of the product. As a result, verifying the quality status of these products is not possible for us. However, as a well-known eCommerce platform, we have to make sure that our customers are happy with the purchases they make through our platform. 

We started an inquiry into the cause of the damage and discovered that the product was damaged during the course of shipment. 

I have made a note of your complaint. We will provide you a replacement for the defective product. In the next 1-2 days, our delivery executive will have reached you to collect the defective smartphone and will provide you a new one (of the same model) in return.

Please accept our apologies for the inconvenience caused. I am including a one-year warranty card free with your order which includes the replacement of specific parts if any damage occurred to them within a year of your purchase.

Please feel free to contact me via phone or email if you need help with anything else.



Customer Service

Sample apology email for defective product 2

  • A customer purchased a toy from your website that does not function as expected. The defect is small but has made the product useless. The customer is furious and sent you an angry email wanting a refund or replacement at the earliest. Here is how to respond.

Dear Mr Smith,

We are sorry to learn that the toy you purchased from our website did not function as expected. Generally, we make sure that each toy we sell is checked well and tested for quality before being sent to the customer. The chances of a product or parts being defective or damaged are therefore minimum. However, we have discovered that sometimes a product may be damaged while on its way to the customer. In such cases too, the responsibility of replacement falls on us.

We have a replacement or full refund policy for products that do not match our quality standards. So, rest assured that we will provide you a fully functional toy as a replacement or refund the entire amount. We still have some pieces of the same toy in stock. So, a replacement will be dispatched to your address in 2-3 days.

The delivery executive will be at your doorstep to collect the defective piece and provide you a replacement within the next 3 days. We regret the inconvenience caused. I have included a 10% discount coupon with my email for your next purchase.

Thanks for bringing the issue to our attention and we hope to provide you with a better shopping experience next time. Please feel free to contact us with your queries in the future.


Jack Jonas

Sample apology email for defective product 3

  • Mrs. Smith is an old customer and has been making purchases from your website for several years. However, it is for the first time that she has received a damaged product. You want her to be satisfied and therefore write to her with an apology and a coupon to make up for the inconvenience she has felt.

Dear Mrs Smith,

We regret the product you received turned out to be defective. Each of our products goes through several quality check procedures before the final delivery to the customer. However, I apologize that this product seems to have somehow managed to slip through. 

I found out through investigation that the product was damaged during the course of shipment. You need not worry since we keep our customers covered. You must accept a product only when a fully functional product, matching all our quality standards is handed over to you safely. 

In the current case, this product will be returned to our warehouse for further checking and repair. Our delivery executive will meet you in 3-4 days to collect the defective product.

We have dispatched the replacement product and this time we are going to ensure that it does not receive any damage during shipment.

I wanted to let you know that I have also enclosed a 20% discount coupon for your next purchase. We do our best to ensure that our customers have a great shopping experience on our website. You are one of our old and valued customers and we are happy that we have served you satisfactorily in the past. I would like to ensure that you are just as satisfied with every purchase on your website as always in the future too.

In case you have any further queries regarding this order, please feel free to reply to this email or let us know on the phone or customer service chat.



Sample apology email for defective product 4

Dear Mrs Smith,

We regret that you have received a defective product. Please accept my apologies on the behalf of my company for the inconvenience caused. We have a strict quality check procedure in place that ensures that no defective product escapes our eyes. 

However, it seems due to a very large number of orders this season, this product might have slipped through. In case you want a replacement you will need to wait for a few weeks, since we do not have any pieces left. So, we regret we will be unable to offer you a replacement in case you want one immediately. However, I have talked to this seller and he has promised that he can make it available for you within 3-4 weeks. 

Otherwise, we can issue you a full refund as per our refund policy without deducting the delivery charges. Please let us know how you would like us to proceed. You can reply to this email or go back to the app to the section from where you manage orders and leave your instructions there. 

In case you want a replacement and can wait a little, then I will ask the seller to make the product available sooner if possible.

I have also included a gift coupon for you with this email for your next order. Feel free to contact me with your queries through email, chat or phone.