Culture matters. In some countries apologies are more common than in others.

As I said, I acknowledge I can sometimes be stubborn. I was interested in whether anyone else would find this rude to the point where you would not apologise as they are borderline bragging with certainty that they will get one. Asking what other peoples opinions or actions would be on a public forum isn't an unusual concept.

This should be closed as completely opinion based.

Not worth arguing with a customer. Is the person being rude? Sure. But what can you possibly gain? The issue will probably disappear with just a few words.

"Dear This Guy, I'm sorry, but what apology are you talking about?" - job done.

"I'm sorry you feel an apology is something to look forward to" (don't send it)

Hi Drafahr, I've made two edits to your question to try and remove reasons that people may vote to close it. I think it's a good question, and I've faced many similar situations myself at work. Please revert my edits if you don't agree with how I've rephrased your question.

Oh hell yeah, while not fully professional, I totally feel your inner stubborness on not apologizing to this person after the mail. I would totally object to be strongarmed (via CC) into somethinig so pointless...

@Drafahr - "As I said, I acknowledge I can sometimes be stubborn." Yes, you are being stubborn. You wrote that you would typically always apologize but you forgot. Now you absolutely refuse to apologize because you want to show this customer who is boss. That's stubborn.

Think about it this way, you behave professionally even when someone else is being a jerk. If it was something you would have done for someone being more understanding about the mistake, you should do it for someone being less understanding. Maybe they’re just having a terrible month, and your sincere apology would make it a little better. Their behavior reflects badly on them. How do you want your behavior to reflect on you?

While I would also be annoyed by someone demanding an apology, I do wonder why you prefer to write a question on stackexchange about this over just writing a few short lines with an apology. This isn't about you: whenever you're talking to someone outside of your organization, you're talking on behalf of that organization. Just spend a minute writing the email and move on.

"It might take a year, but we will definitely get you this apology"

I'm mostly just confused how it could go a year without followups.

"I'm truly sorry you feel that someone else not sending you a document and then you not noticing that fact for a whole year is somehow my fault and something I could or should apologize for." Short and sweet.

Don't do this, but I'd be tempted to write back "I apologize for my department's mistake. I look forward to your apology for your rudeness towards me in our email recent exchanges."

Keep in mind the kind of person who emails back asking for apologies is the type of person that will hold a grudge regardless. You're not actually going to improve the relations between you and him (or your departments) by sending anything. It's probably not the first time he does something similar and if I worked with a guy who cc'd the whole team on emails asking for apologies, I would not in any way hold it against the recipients if they simply ignored him- it's unprofessional and rude.

@Abigail no, you dont comply with outside demands, You ignore or escalate to your manager.

Looping in the boss is also a way to make sure the boss knows it wasn't your mistake (no need to point the finger directly at the culprit).

I'd be so tempted to quote his "I look forward to the apology" and write "Me too" below it. I wouldn't do it, but I'd be sorely tempted.

@aslum "I'm mostly just confused how it could go a year without followups." Did you not see the part where OP stated they worked for a government organisation? :)

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