A Sample Email to a Frustrated Customer: How to Address Their Concerns

As businesses grow, it’s inevitable that customers can get frustrated with them at times. Perhaps their order was delayed, they received a faulty product, or customer service didn’t meet their expectations. Whatever the issue, it’s important for businesses to recognize these frustrations and address them promptly. And that’s where a well-crafted email to a frustrated customer can make a difference.

If you’re in a position where you need to write such an email, you might be wondering where to start. Luckily, there are plenty of examples available that you can use as a template and edit to fit your specific situation. By taking the time to create a thoughtful, empathetic message, you can turn a negative situation into a positive one and potentially even win back a disappointed customer.

In this article, we’ll provide a sample email to a frustrated customer that you can reference and adapt for your own use. We’ll also offer tips on how to approach the message and what to avoid. So, whether you’re a small business owner or a customer service representative, keep reading for an example of how to handle a frustrated customer with tact and professionalism.

The Best Structure for a Sample Email to a Frustrated Customer

As a business owner, you know that customer service is paramount to success. However, there are times when things don’t go as planned, and even the best businesses can find themselves dealing with a frustrated customer. When this happens, it’s important to respond in a professional and timely manner. One of the most effective ways to do this is through email. In this article, we will explore the best structure for a sample email to a frustrated customer using Tim Ferris’s writing style.


Your email’s opening is crucial – it sets the tone for the entire message. Start by acknowledging the customer’s frustration and showing empathy. Use phrases such as “I understand how you feel” or “I’m sorry for any inconvenience caused” to let them know you’re aware of their issue and ready to help. It’s important to be genuine in your tone to build trust and convey a sense of care.


The body of your email should explain the situation and offer a solution. Start by summarizing the customer’s issue to ensure you’re both on the same page. Then, provide a clear explanation of what went wrong and what steps are being taken to fix the problem. This is also a great opportunity to showcase any additional services or features that could assist the customer and prevent similar issues in the future. Make sure to keep your language concise and jargon-free for clarity.


End your message by thanking the customer for bringing the issue to your attention and assuring them that they are a valued customer. Reiterate your commitment to customer satisfaction and offer to follow up with the customer after the solution has been implemented. Closing on a positive note can help re-establish trust and prevent the customer from seeking services elsewhere.

Sample Email

Dear [Customer],

I’m sorry to hear that you’ve had a frustrating experience with our product/service. I understand how you feel, and I want to assure you that I’m taking your feedback seriously.

After reviewing your case, I noticed that [summarize the issue]. I’m sorry for any inconvenience caused and would like to provide a solution as soon as possible. We’re currently working on fixing the issue, and we’ll keep you updated on our progress. In the meantime, we’ve also implemented [additional services/feature] to ensure our customers have the best possible experience.

Thank you for bringing this issue to our attention. We value you as a customer and are committed to your satisfaction. Please let us know if you have any other concerns, and we’ll be happy to help.

Best regards,
[Your name]

In conclusion, creating a sample email to a frustrated customer requires empathy, understanding, and a clear solution. Using Tim Ferris’s writing style, you can create an email that conveys care, clarity, and a strong commitment to customer satisfaction. Remember to keep your message concise and genuine, and offer a positive experience that helps to rebuild trust and build loyalty.

7 Sample Emails to a Frustrated Customer

Apologizing for Delayed Delivery

Dear [Customer Name],

We are truly sorry for the inconvenience caused due to the delayed delivery of your order. Our team is working hard to fulfill all orders on time, but due to unforeseen circumstances, we fell short on this one. We understand your frustration and want to assure you that we are doing everything we can to ensure this doesn’t happen again.

We have issued a full refund on your order and have also included a discount code for your next purchase as a way of apology. We hope that you choose to shop with us again and allow us to provide you with better service and experience.

Thank you for your understanding and patience.

Best regards,

[Company Name]

Addressing a Product Issue

Dear [Customer Name],

We are sorry to hear that you are experiencing issues with your purchase. Our team takes quality control seriously, and we strive to provide only the best products to our customers. We apologize for falling short on this occasion.

We have processed a return for the defective item and have shipped a new one to you. Please ensure that you receive and inspect the new item upon arrival. If you have any further issues or concerns, please don’t hesitate to reach out to us.

Thank you for your patience and understanding.


[Company Name]

Responding to a Customer Complaint

Dear [Customer Name],

We are sorry to hear that your recent experience with our company fell short of your expectations. We understand your frustration and want to assure you that we take all customer complaints seriously.

Our team has taken action to investigate and resolve the issue, and we have taken steps to ensure that it does not happen again in the future. We truly value your feedback and appreciate the opportunity to improve our service.

We hope that you will give us another chance to provide you with exceptional service and a positive experience.

Thank you for your understanding.

Best regards,

[Company Name]

Assisting with Order Tracking

Dear [Customer Name],

Thank you for contacting us regarding the tracking of your order. We understand the importance of keeping track of your shipment and are sorry to hear that you are having trouble doing so.

We have checked on your order and confirmed that it has been shipped and is currently in transit. We apologize for any confusion caused and would like to offer you a tracking update via email as soon as possible.

Please let us know if you have any further concerns or queries.

Best regards,

[Company Name]

Handling a Billing Dispute

Dear [Customer Name],

We are sorry to hear that you have experienced an issue with your billing. We understand that this can be frustrating and want to assure you that we are here to help resolve this situation.

We have investigated the issue and can confirm that it was a processing error on our end. We have issued a refund and corrected the billing error. Please allow 3-5 business days for the refund to appear in your account.

We apologize for any inconvenience caused and appreciate your patience and understanding.

Best regards,

[Company Name]

Resolving an Appointment Scheduling Issue

Dear [Customer Name],

We apologize for any inconvenience caused due to the scheduling issue you have encountered. We understand that your time is valuable, and we strive to make sure that appointments are planned and executed efficiently.

We are sorry for the miscommunication and want to make things right by rescheduling your appointment at your convenience. Please let us know your preferred date and time, and we will make sure that your appointment is scheduled at that time.

We hope to regain your trust and provide an exceptional experience.

Best regards,

[Company Name]

Offering Assistance to a Confused Customer

Dear [Customer Name],

We apologize for any confusion caused due to our product or service. We understand that it can be overwhelming, but we are here to help you.

Please let us know how we can assist you, or if you would like further information on our product or service. Our team is here to provide you with the assistance you need and answer any questions you might have.

Thank you for your patience and understanding.

Best regards,

[Company Name]

Tips for Writing an Effective Email to a Frustrated Customer

It’s never easy dealing with a frustrated customer, but a well-crafted email response can go a long way towards resolving their issues. Here are some tips to help you write an effective email response:

  • Start with an empathetic tone. Acknowledge the customer’s frustration and show that you understand their concerns. This can help establish a sense of trust and demonstrate that you are on their side.
  • Keep your response concise and to the point. Avoid using technical jargon or language that may be confusing to the customer. Be clear and concise in your message and provide any necessary instructions or steps to resolve their issues.
  • Offer a solution or alternatives. Identify the problem and provide a solution or alternative that will satisfy the customer. If you’re unable to provide a solution, explain why and offer to escalate the issue to a senior member of the team.
  • Personalize your response. Address the customer by name and use their specific situation to demonstrate that you’ve understood their problems. This will help build a connection with your customer and show that you care about their individual needs.
  • End on a positive note. Thank the customer for reaching out and reassure them that their issues will be addressed. Offer assistance and follow-up if necessary to ensure their satisfaction. This will help create a positive image of your company in the customer’s mind.

Remember that every email is an opportunity to build or break trust with your customer. By following these tips, you can help ensure that your customer feels heard and valued, and that their problems are resolved to their satisfaction.

FAQs about a sample email to a frustrated customer

What should be the subject line of the sample email?

The subject line should be short and clear, and it should mention that the email is in response to the customer’s query or complaint. Example: “Regarding your recent complaint”

How should the sample email be structured?

The sample email should start with a polite greeting, address the customer’s concerns, offer an apology, provide a solution, and end with a call to action. The tone should be empathetic and helpful.

What kind of language should be used in the sample email?

The language should be professional, courteous, and respectful. Avoid using technical jargon or language that might confuse the customer. Use simple and clear language to explain the solution or resolution.

What if the customer continues to be dissatisfied even after receiving the sample email?

If the customer continues to be dissatisfied, then offer to escalate the issue to a higher authority in your organization. Provide contact details of the concerned person if needed.

How soon should the sample email be sent to the customer?

The email should be sent as soon as possible after receiving the customer’s complaint or query. Promptness shows that you value the customer’s time and that their concerns are being taken seriously.

What if there is no immediate solution to the customer’s problem?

If there is no immediate solution, then inform the customer that you are working on it and will get back to them as soon as you have more information. Keep the customer informed about the progress of their problem.

What should be included in the call to action in the sample email?

The call to action should be clear and specific. Provide information about what the customer needs to do next or what you will do next to resolve their problem. Ask the customer for feedback on the solution provided or the overall experience.

Sincerely yours, the Support Team

We hope our little email gave you an insight into how to handle and turn around a frustrated customer. We know it can be tough dealing with complaints but remember, empathy, timeliness and friendliness can go a long way. Always put yourself in their shoes! We thank you for reading and hope to see you again soon. Keep hustling!