Dear {Customer},
As manager of {business}, I would like to extend my deepest and most sincere apologies for your experience {when} at our establishment. We pride ourselves on the highest standards in customer service, and we fell short.
I understand that {incident}. This is absolutely unacceptable, and is in direct conflict with our training and our values. I have already {spoken to staff/reiterated training/etc.} to ensure that such a failure in customer service does not happen again.
Please allow me to attempt to make amends for the inconvenience and frustration you suffered. Please give us a chance to regain your trust by making use of the enclosed gift certificate for {amount}. Additionally, if you’d like to talk more about your experience, please don’t hesitate to reach out to me at {contact information}. Your satisfaction is our top priority.
Sincerely,
{Name}
enclosure: gift certificate
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Index of letter of apology templates
