Somebody on your team was short with a customer
This is the complaint where the wrong reply hurts a third person who is not reading it. Three drafts that own the moment without putting an employee on the internet.
The person who is not in the conversation
The review describes a sigh, an eye roll, being talked over, being made to feel like a nuisance. Sometimes it names the person. Sometimes it describes them well enough that everyone who works there knows exactly who it was.
There are two people to protect and only one of them left a review. Naming an employee in a public reply, even to apologise for them, publishes a disciplinary matter and follows that person around online for years. Our own draft engine carries this as a standing brand rule: staff are named in a reply only when they were praised, never in connection with a complaint. The reply can still take full responsibility, because responsibility belongs to the business either way, and a reader hears an owner saying that as more accountable rather than less.
Three versions of the same bad minute
A pharmacy, three complaints about the same kind of encounter. The third contrasts it with six good years, which is the one an owner is most likely to answer defensively.
- 1 out of 5Describes the person, not the name
The woman at the counter spoke to me like I was wasting her time. I asked one question about a prescription and got a sigh and an eye roll. There were people behind me who heard the whole thing.
Drafted reply
Anita, I'm truly sorry. Asking a question about a prescription should never be met with impatience, and certainly not in front of other customers. That isn't the standard we hold ourselves to, and we'll be looking into it internally. If you're open to it, please reach out to us directly so we can make this right.
Voice: Calm Service Recovery, chosen automatically on the needs_apology rule. Drafted with claude-opus-4-7 on 2026-09-10 for Vale Street Pharmacy, a pharmacy.
- 2 out of 5Brief and cold
Rude, unhelpful, and I could not get out of there fast enough.
Drafted reply
Greg, I'm sorry your visit left you feeling rushed and unwelcome. That isn't the experience we want anyone to have. Please reach out to us directly so we can understand what happened and address it properly.
Voice: Calm Service Recovery, chosen automatically on the needs_apology rule. Drafted with claude-opus-4-7 on 2026-09-10 for Vale Street Pharmacy, a pharmacy.
- 2 out of 5Contrasts it with years of good service
I have used this pharmacy for six years and the pharmacist has always been kind to me. Whoever was on the till on Saturday morning was not. Short answers, no eye contact, and she talked over me twice while I was trying to explain what I needed.
Drafted reply
Sadie, thank you for six years of trust in us. I'm sorry your Saturday morning visit fell short of the care you've come to expect, especially being talked over while explaining what you needed. That isn't the standard we hold ourselves to, and I'd like to look into it properly. Please reach out to us directly so we can follow up with you.
Voice: Calm Service Recovery, chosen automatically on the needs_apology rule. Drafted with claude-opus-4-7 on 2026-09-10 for Vale Street Pharmacy, a pharmacy.
Every reply marked as drafted below is verbatim output of the same engine a customer's account uses, produced by claude-opus-4-7 and frozen on the date its own card carries, the registry itself last rewritten on 2026-09-13. The wording is the engine's throughout, and the only thing the freeze script changes is the shape of the placeholder, which is why a few of them read [contact] where a contact route belongs: the engine was given a business and a review and no way to reach anybody, so it left the slot for you. Filling that in, and deciding whether you agree with the rest, is the part you do before you post it.
AI Personalities
One review, two voices
Every draft is written in a voice, and the voice is yours to pick. Below is the first review on this page answered twice, in two of the AI Personalities that come with every plan, with nothing changed between them but the voice.
The woman at the counter spoke to me like I was wasting her time. I asked one question about a prescription and got a sigh and an eye roll. There were people behind me who heard the whole thing.
Calm Service Recovery
Empathetic, accountable, and steady. Acknowledges issues directly, apologizes when appropriate, and guides the conversation toward resolution. Ideal for handling complaints and mixed feedback.
Anita, I'm sorry. Asking about a prescription should never be met with a sigh or an eye roll, and feeling dismissed in front of other customers only makes it worse. That isn't the standard we hold ourselves to. Please reach out to us directly so we can listen properly and address this with the team.
Drafted with claude-opus-4-7 on 2026-09-12, in this voice because it was asked for.
Professional
Polished, formal, and diplomatic. Uses measured language and handles all situations with composure. Ideal for healthcare, legal, financial, and corporate businesses.
Anita, thank you for taking the time to share this. Being met with a sigh and an eye roll when asking about a prescription is not the experience we want anyone to have, particularly with others present. Please contact us directly at your convenience so we can look into this properly and follow up internally.
Drafted with claude-opus-4-7 on 2026-09-12, in this voice because it was asked for.
Set a voice for the account and every draft arrives in it, or leave it on Auto and each review gets the one its own analysis calls for. Either way the draft waits for you: GetSetReply writes it, you post it.
What happens to a review before you see a draft
The review is read before anything is written
Every review is analyzed first: the rating, the sentiment, the themes a reader would pick out, and a closed set of risk flags (possible legal issue, safety concern, harassment or abusive language, worth checking this reviewer). The draft is written from that reading, and a review nothing usable could be read from does not get drafted at all.
The voice is a setting, not a house style
Pick an AI Personality for the account or let Auto choose one per review from what the analysis found. Change it on any draft and it is rewritten in the new voice, from the same reading.
One inbox instead of a login for each
Google, Yelp, TripAdvisor, DoorDash, Trustpilot, Etsy and Facebook arrive in one list, already analyzed and already drafted. GetSetReply writes the draft and you post it, so nothing reaches a review page until you send it.
You can try the drafting half on a review of your own without an account. Paste it into the free review response generator and read what comes back.
Owning it without publishing a name
The apology is from the business. The conversation with the employee is not the customer's to read.
Do
- Take responsibility in the first sentence, as the business rather than on somebody's behalf.
- Describe the standard you hold rather than the person who missed it.
- Say that you will look into it, and then actually have the conversation.
- Acknowledge a long good history when the reviewer offers one. It is the reason they bothered to tell you.
Do not
- Do not name, describe or identify the employee in the reply, even to apologise for them.
- Do not explain that they were having a difficult day. It reads as an excuse and it is unfair to them.
- Do not say the behaviour is out of character before you have asked anybody.
- Do not invite the reviewer to identify the person publicly.
Questions about staff conduct complaints
The reviewer named the employee. Can I use the name?
No. The reviewer publishing a name does not make it yours to repeat, and the reply lasts as long as the review does. Answer the behaviour and leave the name out.
What if the complaint is unfair to the employee?
Then the reply is short and neutral and the real work happens off the page. Defending an employee in detail in public invites the reviewer to escalate with detail of their own, and your employee is the one who has to live with that thread.
Should I say the person no longer works here?
It is tempting and it is a bad idea. It is employment information about somebody who did not consent to it, and to a reader it sounds like a business that fires people to close a complaint.
How specific can the apology be?
Very specific about the experience and completely general about the person. Being made to feel like a nuisance at a counter is a thing you can name precisely without naming who did it.
Accountable and careful
Own it without naming anybody
The draft engine follows this rule by default, so a review naming a member of staff comes back answered without naming them.