Public criticism.
RESPOND, PUBLICLY AND CALMLY
Every future reader sees your reply. A measured specific response reassures more than the complaint discourages.
Silence looks like you have no answer.
WHAT TO SAY
Acknowledge the specific point Explain briefly what happened Say what you will do Offer to continue privately
WHAT NOT TO DO
Argue publicly Delete criticism, unless it is abusive or false Respond while angry Reply with a generic apology that addresses nothing
DELETING
Only for abuse, spam, or genuinely false claims.
Deleting genuine criticism is noticed and it escalates.
MOVING TO PRIVATE
After the public acknowledgement. Resolve it there, then, if appropriate, note publicly that it was resolved.
IF THE COMPLAINT IS FAIR
Say so. "You are right, that was our error, here is what we are doing."
That builds more trust than any amount of promotion.
IF IT IS UNFAIR
State your position once, factually, without hostility. Do not continue arguing.
Readers judge the tone more than the facts.
