Customer Complaint Response

Help me respond to this customer complaint:

Customer's complaint: [PASTE OR SUMMARIZE THE COMPLAINT]
What happened: [YOUR UNDERSTANDING OF THE SITUATION]
What we can offer: [RESOLUTION OPTIONS AVAILABLE]
Business type: [BUSINESS TYPE]

Write a response that:

1. Acknowledges their frustration (without admitting fault if unclear)
2. Thanks them for bringing it to attention
3. Takes responsibility where appropriate
4. Explains what happened briefly (if helpful, no excuses)
5. Offers clear resolution
6. Provides direct next steps
7. Leaves door open for future relationship

Tone: Empathetic, professional, solution-focused
Length: Under 200 words

Also provide:

- A shorter version for live chat/DM
- Follow-up email template (after resolution)