General Apology Email

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Hi [customer name]
We are sorry that {company} has come up short of your expectations, and offer our apologies. 

Describe the problem you are sorry for 

We did not intend to {describe what went wrong} and accept responsibility for what happened. I’m sorry for the inconvenience that this caused. 

Actions taken 

Our customer care team has reviewed your complaint, and determined it was caused by {describe cause of mistake}. Now that we understand our oversight, it is our goal to ensure it doesn’t happen again by {how you will prevent this}. 
 We value every customer, and we hope you’ll trust us in the future. Should you wish to give us more feedback, or if you have any questions, please feel free to reach out. 
[your company/name]
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