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Replies for a complaint in public

A public complaint has two audiences: the customer, and everyone watching how you respond. Be quick, be human, and fix it where the details belong.

Replies to copy

Swap each blank for your own details. Every reply fits Threads (500 characters); the ones marked for TikTok stay within its 150 with typical details filled in.

  • Acknowledge and move private

    We're so sorry, {name}. That's not okay, and we want to fix it. Sending you a message now.

    Fits TikTok

  • Product quality

    Sorry to hear that, {name}. That's not the quality we stand for. We've messaged you to make it right.

    Fits TikTok

  • Bad experience with support

    You should have heard back sooner, {name}, and we're sorry. Someone from our team is messaging you right now.

    Fits TikTok

  • Vague, angry comment

    Sorry you're frustrated, {name}. Tell us what happened in a message and we'll help however we can.

    Fits TikTok

  • Something you got wrong

    You're right, {name}, we got this wrong. Thanks for calling it out. We're fixing it and have messaged you.

    Fits TikTok

  • Follow up once it is fixed

    Thanks for working through it with us, {name}. Glad it's sorted!

    Fits TikTok

  • When someone else piles on

    Sorry to hear you had trouble too, {name}. Please message us so we can look into yours as well.

    Fits TikTok

  • The full answer

    {name}, we're really sorry. That's not the experience we want anyone to have, and you had every reason to say so here. We've sent you a message so we can get the details and put it right. We'll check back here once it's sorted.

    Too long for TikTok

Public or private?

Answer in public when

Always acknowledge a complaint in public, and quickly. One calm, human reply tells everyone reading that someone is listening. Come back to the thread once it is solved, if the customer is happy for you to.

Take it private when

Every detail of the fix goes private: order numbers, refunds, photos, addresses. Keep the public thread to one or two replies. A long back-and-forth in the comments helps nobody.

What never to do

  • Never argue, correct their tone, or explain why it is not really your fault.
  • Never ask for an order number, email address, phone number or payment details in the comments.
  • Never hide or delete a genuine complaint because it is embarrassing. Hide abuse, threats, spam and personal details only.
  • Never reveal anything about their order or account in public, even to prove a point.
  • Never reply with a copy-paste apology under every complaint. Use their name and their words.
  • Never offer compensation in public unless you would offer it to everyone reading.

The blanks

What goes in each blank on this page, with the kind of detail we used to check lengths.

BlankWhat goes thereExample
{name}The first name of the person who commentedJess

Or let CommentGate write them

These replies are a starting point. CommentGate drafts answers like them for every question on your posts and ads, in your voice and with your details already filled in.

  1. 1Tell it your facts once

    Return window, shipping times, sizing notes and how you sound. Every draft uses them.

  2. 2Approve, edit or discard

    Nothing is posted until your team says so. Each edit or discard is a correction it learns from.

  3. 3Let clear answers send

    Once its drafts go out unchanged, let clear answers send on their own. Anything unsure still waits for you.

Read more about replies in your voice and how the autopilot learns from your corrections.

Questions

Is it ever okay to hide a complaint?

Hide a complaint when it includes abuse, threats, spam or someone's personal details. Otherwise, answer it. Hiding real complaints tends to come back louder, and it removes the reply that reassures everyone else.

What if the complaint is untrue?

Stay calm and stick to facts people can check, then take it private. "We can't find an order under your name, can you message us so we can look?" is better than "that never happened".

What if dozens of complaints arrive at once?

Post one clear update, reply to each person by name, and move the details to messages. The crisis day checklist walks through it.

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