Complaint reply writer
Customer Complaint Response Generator
An angry email can sit in the inbox for days because nobody wants to answer it. Paste it here and get a calm, fair reply you can send now. Tell it what really happened and what you can offer, and it stays within that.
Example
See what you get back
A sample run: A late furniture delivery. Your result is written for your own details.
What went in
Business name
Oak & Pine Furniture
The complaint
I paid for a dining table 5 weeks ago. It was supposed to arrive in 2. Nobody answers the phone and I have guests coming. This is a joke. I want my money back.
What really happened
The courier lost the first delivery. A new table ships Friday.
What you can offer
Free delivery on the replacement, or a full refund if they prefer.
Where you are replying
Sign off as
Lisa, customer care
Reply to send
Hi [customer name],
I am sorry. You paid five weeks ago, your table has not arrived, and you could not reach us. That is not good enough, and I understand why you are upset, especially with guests coming.
Here is what happened. The courier lost your first delivery. We have a new table ready, and it ships this Friday.
You have two options, and the choice is yours:
- We send the new table on Friday, with the delivery cost refunded to you.
- We give you a full refund straight away.
Just reply with the option you want and I will handle it today. You can also call me directly on [your phone number].
Lisa, customer care Oak & Pine Furniture
Shorter version
Hi [customer name], I am so sorry. The courier lost your table and we let you down by not answering. A new one ships Friday with free delivery, or we can refund you in full today. Which would you prefer? Lisa
If they reply angrier
Hi [customer name], you have every right to be frustrated, and I am not going to make excuses. I want to fix this for you now. If you would like the refund, reply "refund" and I will process it today and send you the confirmation. If you still want the table, I will personally track it and update you on Friday morning. Lisa
What not to say
- Avoid "per our policy". It sounds like you are hiding behind rules.
- Do not blame the courier too much. The customer bought from you, so own it.
- Do not promise a delivery time you cannot control. Say "ships Friday", not "arrives Friday", unless you are sure.
- Do not reply to "this is a joke" with anything defensive. Ignore the tone and answer the problem.
How it works
Three steps, about a minute
01
Paste the complaint
Paste what the customer wrote. Add what really happened and what you can offer, if you know.
02
Get a calm reply
You get a full reply, a shorter one, a second reply for if they push back, and a list of things to avoid saying.
03
Check and send
Read it, fill in any placeholder such as [customer name], and send it from your own email or chat.
Who it is for
Who uses it
Any business that talks to customers gets complaints. These are the ones that use this the most.
Online shops
Late deliveries, wrong items and refund requests. Answer with clear options so the customer can choose.
Restaurants and takeaways
Cold food, wrong orders and rude staff complaints, answered politely before they turn into public reviews.
Trades and home services
A job that ran late or left a mess. Say sorry for what went wrong and set a clear next step.
Agencies and freelancers
A client unhappy with the work. Stay professional, keep the relationship, and agree what happens next.
Clinics and salons
Complaints about waiting times, bookings or prices, answered without sharing any private detail.
Guide
How to respond to a customer complaint
A complaint handled well can keep a customer for years. A complaint handled badly often ends in a refund and a public review. These are the steps that make the difference.
1.
Reply quickly, even if you do not have the answer
An angry customer gets angrier with every hour of silence. If you need time to check, reply within a few hours to say you are looking into it and when you will be back in touch.
2.
Show you read it
Repeat the main problem in your own words: "You paid five weeks ago and the table has not arrived." This tells the customer you understood, which calms most people down.
3.
Say sorry for the right thing
Apologise for what went wrong for them, such as the delay or the missed call. You do not need to accept every claim. A clear, specific sorry works better than a long, general one.
4.
Explain briefly, without excuses
One or two sentences on what happened is enough. Long explanations sound like excuses. The customer cares more about what happens next.
5.
Give a clear next step
Say exactly what you will do and when. If you can, give two options and let them choose. Having a choice gives back some of the control they lost.
6.
Only promise what you can deliver
A second broken promise is much worse than the first problem. If you are not sure about a date, do not give one. Say when you will next update them.
7.
Ignore the tone, answer the problem
Customers sometimes write things like "this is a joke" or "worst company ever". Do not reply to that. Stay polite and answer the real issue. If someone is abusive, you can still set a calm limit.
8.
Follow up after it is fixed
A short message once the problem is solved shows you care. It is also the moment many customers change their mind about you.
What a pack buys
How many runs each pack gives you
Tokens are the only thing you buy, and they work on every tool here. This is what they turn into on this one — pick a model down the side, read across to the pack.
Questions
Before you start
It is free to try. Your first reply set needs no account. After that, creating an account gives you free tokens, with no card needed. When those run out you can buy a token pack. There is no subscription.
No. The reply only offers what you write in "What you can offer". If you leave that empty, it does not offer money, credit or a deadline.
Yes. Copy the version you like and change anything you want. Fill in any placeholders in square brackets before sending.
We store your inputs and the result with your run so you can see it again and so we can fix problems. We do not publish it or sell it. The text is sent to an AI model provider to write the reply. Leave out card numbers and other sensitive details.
No. It is told never to admit legal liability. It says sorry for the customer's experience. For anything involving injury, damage or legal threats, speak to a lawyer before you reply.
Yes. Choose "Public comment" and the reply will be shorter. Keep order numbers and personal details out of anything you post in public.
What we actually do
This tool is the small version. We build the whole thing.
The customer complaint response generator does one job, for free, for anyone. Our actual work is building AI systems that run inside a business — the automations, the internal tools your team uses every day, and the parts that talk to the software you already have.
Not sure what is worth automating?
Write one paragraph about your business. We read it, ask a few questions, and show you which work a computer can do for you — and which work it should not touch. Free, and there is nothing to install.
About five minutes
Results by email
No sales calls
Already know what you want built?
Tell us in one line. We will say whether we can build it, what it would take, and we say no if it is not a fit.
Same people who built the tool you just used.