Very interesting, customer request for forgiveness
for product and arrangement. In business situations ,when a mistake is made, there are two important things to remember. First, the company is responsibility for the situation including primary line of customer contact. And second, the company is responsible to minimize and/or repair any damage done. I find an apology to be the best way of taking responsibility (customer for what they assumed) and moving on, but it is feasible to take responsibility without an apology. You will have to evaluate the particulars of the situation to decide what is the best possible course based upon the company with whom you are dealing and the prevalent ethnicity. Apology to a company from a customer leaves no room for nothing less then unconditional client satisfication.