I send a lot of emails through my various web properties. I’d say at least 200 to 300 thousand emails each month. With this many emails, the likelihood of me offending someone is pretty high, and when someone gets triggered, they sure let me know.
I’ve found that if they are from a different culture, they may not even be upset. I am just using the wrong words and phrases. To them, what they are saying is perfectly fine, but to me, it comes across as tactless and offensive.
Other times it’s just a misunderstanding, and very rarely is someone just straight up being a jerk. That does happen, though, and I always just hit “unsubscribe” in the email they are replying to and go on with my day.
Outside of those people, the way I handle these situations is to respond in good faith, thinking they meant well and are not intending to come across rude. So far giving the benefit of the doubt hasn’t let me down.