They got somebody else's food
A missing side and a swapped dish look alike in an inbox and are not alike at all. Three drafts from one kitchen, including one where the mistake was a safety matter.
Sort it before you write it
Three shapes turn up constantly. Items missing from a sealed bag. The wrong dish entirely. And the one that changes everything: a dietary requirement or an allergy that the substitution walked straight into.
The third is a different category and the reply has to show that you know it. An allergy complaint answered with the same friendly apology you would give for a missing naan reads as a business that has not understood what nearly happened, and that is the reply a reader remembers. It needs a faster tone, a named route to somebody senior, and a sentence about the process rather than the incident. The other two want brevity and a practical fix, and they want you to resist the urge to explain the sealed bag.
An allergy, a missing half, and the second time running
Three delivery orders from the same kitchen. Watch how much the first draft differs in register from the other two, and that it does not promise anything it cannot verify.
- 1 out of 5An allergy, so not a laughing matter
I ordered the chickpea curry with no dairy because of an allergy and received a paneer dish. That is not a mix up I can laugh off. Nobody answered the phone when I called to ask about it.
Drafted reply
Nadia, thank you for flagging this, and I'm truly sorry. An allergy request being filled with a paneer dish is a serious failure, and not being able to reach us made it worse. We'd like to look into both the kitchen handling and the phone issue right away. Please reach us at [contact] so we can follow up directly.
Voice: Calm Service Recovery, chosen automatically on the risk_flag_safety rule. Drafted with claude-opus-4-7 on 2026-09-10 for Tulsi Kitchen, a indian restaurant.
- 2 out of 5Missing items, stated flatly
Ordered four dishes and three arrived. No rice, no naan, and the bag was sealed so the driver did not take them. The food that did come was hot and good, which is the annoying part.
Drafted reply
Chris, thank you for the honest feedback. Missing the rice and naan makes the rest of the meal hard to enjoy, and you're right that the sealed bag takes that fix out of the driver's hands. We're tightening our pack-out check so this doesn't repeat. Please reach out to us directly so we can make it right.
Voice: Calm Service Recovery, chosen automatically on the needs_apology rule. Drafted with claude-opus-4-7 on 2026-09-10 for Tulsi Kitchen, a indian restaurant.
- 1 out of 5Second time running
Second time in a row I have received somebody else's order. Last time I let it go. This time I would like to actually eat the thing I paid for.
Drafted reply
Tim, I'm sorry. Getting the wrong order once is frustrating, twice in a row is a real letdown, especially after you gave us the benefit of the doubt the first time. We'd like to make this right directly. Please reach out to us at [contact] so we can take care of you.
Voice: Calm Service Recovery, chosen automatically on the needs_apology rule. Drafted with claude-opus-4-7 on 2026-09-10 for Tulsi Kitchen, a indian restaurant.
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.
I ordered the chickpea curry with no dairy because of an allergy and received a paneer dish. That is not a mix up I can laugh off. Nobody answered the phone when I called to ask about it.
Friendly
Warm, conversational, and genuine. Uses first names and shows real personality. Perfect for restaurants, cafes, salons, and retail.
Nadia, receiving paneer when you ordered dairy-free for an allergy is a serious mistake and we're truly sorry. This is being looked into right away, including our allergen checks and why your call went unanswered. Please reach out to us at [contact] so we can speak with you directly.
Drafted with claude-opus-4-7 on 2026-09-12, in this voice because it was asked for.
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.
Nadia, I'm truly sorry. Receiving a paneer dish when you ordered dairy-free due to an allergy is a serious failure, and not being able to reach us by phone made it worse. We're reviewing our allergen handling and phone coverage right now. Please email us at [contact] so we can make this right directly.
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
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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.
Three complaints, three tempos
Match the urgency to the risk, not to the star rating.
Do
- Treat any allergy or dietary complaint as urgent in the first sentence, and route it to a named person.
- Say what you are changing about how orders are checked, when the same mistake has happened before.
- Acknowledge that the food that did arrive was good, when the reviewer said so.
- Answer a repeat mistake as a repeat, because the reviewer has already told you it is one.
Do not
- Do not explain that the bag was sealed by somebody else as your opening move.
- Do not ask a customer to prove what was missing in a public reply.
- Do not treat an allergy substitution as a mix up in the wording, however it happened.
- Do not send them to a delivery platform's support flow without also giving them a way to reach you.
Questions about order mistakes
The delivery platform packed the bag. Do I still apologise?
Yes, once, at the start, and you can note where the handover sits in one clause afterwards. The customer bought from you. A reply that opens by allocating blame reads as a business arguing about whose fault its own dinner was.
How should an allergy complaint be answered differently?
Faster, shorter, and with a named person and a direct line in it. It should also say something about the process rather than the individual order, because the reader wants to know it cannot happen to them.
Should I offer a replacement in the reply?
Offer a route rather than a remedy. Publishing what you give out invites everybody to ask for it, and the customer with a real problem gets it faster in a direct message anyway.
It is the second time for the same customer. Does that change things?
It changes the whole reply. Answering a second failure with a first failure apology is what turns a patient regular into somebody who stops ordering.
The rest of the delivery and service complaints
Sorted by what it is
Not every mistake is the same mistake
A missing item, a swapped dish and an allergy come back at three different levels of urgency, already in the draft.