Response to Consumer Complaints
(Social Media)

Summary

This response to consumer complaints template may be used by a product manufacturer, distributor, or retailer to respond to a consumer complaint made on social media about an allegedly unsafe or defective product. It is compliant with applicable law and addresses the Consumer Product Safety Act, as amended. This template includes practical guidance and drafting notes. When responding to consumer complaints generally, legalese is strongly discouraged -- customers prefer to communicate in plain English wherever possible. Responses should always be provided in a diplomatic and professional manner to avoid confrontation. Responses should also be made in the proper voice, considering the style and nature of the applicable social media platform. For more information on interacting with consumers and other third parties on social media generally, see Monitoring and Responding to Third Party Use of Social Media Checklist.