When responding to a complaint letter about poor customer service, it's essential to address the issue promptly and courteously. Begin by acknowledging the complaint and expressing genuine regret for the inconvenience caused. Clearly state the reason for the poor service and assure the customer that steps will be taken to prevent recurrence. Offer a sincere apology and provide contact details for further discussion if needed.
Sample Response Letter for Poor Customer Service
From,
____________ (Designation),
____________ (Company name),
____________ (Address),
Date: __/__/____ (date)
To,
____________ (Receiver’s Name),
____________ (Receiver’s Address),
____________ (Receiver’s Details),
Dear _________,(name)
On behalf of ___________ (company name), I am writing this letter in reference to the complaint received by our _________ team on __/__/______(date). I sincerely regret the inconvenience and apologize for the same.
I would like to bring to your notice that due to ______________ (mention reason – shortage of staff/technical issue/other) you had to face inconvenience. We shall carry out our root cause analysis of this failure and revert back.
Kindly, accept our apology and I promise you that this will never happen again in the future.
Thank you for your patience and understanding. If you wish to discuss further, you can reach us at _____________ (contact details).
Regards,
_____________ (Name),
_____________ (Designation)
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Deepanshu Thakral 
Kshitij Tarun