17 Phrases for Responding to a Complaint
When someone brings up a problem, how you respond can turn frustration into trust. These 17 phrases for responding to a complaint help you stay calm, show empathy, and find solutions—whether you’re in customer service, at work, or even handling a personal disagreement. The right words show you care, not just that you’re following a script.
Common Ways to Say ‘I’m Sorry to Hear That’
Empathetic & Apologetic
- I’m so sorry to hear that. A warm, human response that acknowledges the person’s experience. I’m so sorry to hear that your order arrived damaged.
- That sounds really frustrating. Validates their feelings without making excuses. That sounds really frustrating—waiting three hours for a table isn’t okay.
- I completely understand why you’re upset. Shows deep empathy and takes their concern seriously. I completely understand why you’re upset—this isn’t the experience we want for you.
- I apologize for the inconvenience. Professional and widely used in service settings. I apologize for the inconvenience caused by the billing error.
- We truly regret what happened. Formal but sincere—ideal for serious issues. We truly regret what happened during your stay with us.
Taking Responsibility
- That’s on us—I’ll fix it right away. Direct, accountable, and solution-focused. That’s on us—I’ll fix it right away.
- You’re absolutely right—thank you for pointing that out. Shows humility and openness to feedback. You’re absolutely right—thank you for pointing that out.
- We dropped the ball, and I’m sorry. Casual but honest—great for team or peer conversations. We dropped the ball, and I’m sorry. Let me make it right.
- This shouldn’t have happened, and I take full responsibility. Strong accountability—builds serious trust. This shouldn’t have happened, and I take full responsibility.
Offering Solutions
- Let me see how I can make this right. Shows willingness to help without overpromising. Let me see how I can make this right.
- Here’s what I can do for you… Opens the door to a concrete resolution. Here’s what I can do for you: a full refund or a replacement by tomorrow.
- Would [solution] work for you? Invites collaboration and shows respect. Would a store credit work for you, or would you prefer a cash refund?
- I’ll personally follow up on this. Reassures them it won’t get lost in bureaucracy. I’ll personally follow up on this and call you by 5 PM.
Closing with Care
- Thank you for your patience and understanding. Appreciative and graceful—great for tense moments. Thank you for your patience and understanding while we resolve this.
- We value your feedback—it helps us improve. Turns a complaint into a positive. We value your feedback—it helps us improve.
- Please don’t hesitate to reach out again if needed. Leaves the door open for ongoing support. Please don’t hesitate to reach out again if needed.
Real-Life Dialogues
Customer: My package never arrived—and it’s been two weeks!
Agent: I’m so sorry to hear that. That sounds really frustrating.
Customer: Yes, I needed it for a gift!
Agent: Let me see how I can make this right. Would a full refund plus free shipping on a replacement work for you?
Team Member: The client said our report had major errors.
Manager: You’re absolutely right—thank you for pointing that out. This shouldn’t have happened, and I take full responsibility.
Team Member: Thanks for owning it.
Manager: I’ll personally follow up with the client today.
Quick Tips: Choosing the Right Phrase
| Situation | Recommended Expression | Why? |
|---|---|---|
| Customer service call | I apologize for the inconvenience. | Professional, standard, and shows accountability. |
| Admitting a team mistake | We dropped the ball, and I’m sorry. | Honest and human—builds trust with peers or clients. |
| Offering a real solution | Here’s what I can do for you… | Shifts from problem to resolution clearly and kindly. |
| Ending the conversation positively | Thank you for your patience and understanding. | Leaves a respectful, appreciative final impression. |
Practice Tip
Next time someone shares a small frustration—even a friend saying “This app is so slow!”—practice responding with empathy: “That sounds frustrating!” It builds real-life skill.
Why This Matters
- Using these 17 phrases for responding to a complaint turns negative moments into opportunities for connection and trust.
- It shows emotional intelligence—key for success in customer service, leadership, and everyday relationships.
- Responding well to complaints is a hallmark of fluent, culturally aware English speakers.
Complaints aren’t roadblocks—they’re chances to show care and competence. Try using one of these 17 phrases for responding to a complaint the next time someone shares a concern. You’ll not only solve the problem—you’ll leave a lasting positive impression. Happy learning! 😊
