I am very sorry for the inconvenience. We will resolve the situation as soon as possible.
'Disagio' = di-ZA-jo; the 'g' before 'i' is soft, like the 'j' in 'journey'.
Use when a client complains about a problem, delay, or error. Always apologise before defending yourself or explaining.
The apology-first approach is essential in Italian client culture. 'Mi dispiace' (I am sorry) is personal and warm. 'Risolveremo' (we will resolve) commits to action. This combination — empathy followed by commitment — is the standard framework for Italian client complaint management.
Comprendo la sua frustrazione e me ne scuso.
I understand your frustration and I apologise for it.
Validates the client's emotion; higher empathy level
Questo non avrebbe dovuto accadere. Mi occupo subito della questione.
This should not have happened. I will deal with the matter immediately.
Acknowledges the failure; shows urgency
Prendiamo atto del problema e attiviamo subito la procedura di rimborso.
We acknowledge the problem and immediately activate the refund procedure.
For situations with a clear material remedy
Italian consumer law (Codice del Consumo) gives clients strong rights, including the right to a free repair or replacement for defective products within the legal guarantee period (typically two years). Proactive, generous problem resolution is legally smart and builds loyalty.