How to Respond to a Google Review About a Delivery Driver

A man ordered dinner for his wife the night she came home from the hospital, too tired to cook and wanting one easy thing to go right. The food was good. The delivery was not. The driver tossed the bag on the porch, never knocked, and drove off before the soup, now half spilled across the bottom of the bag, could be rescued. He left a one-star review: "Food was fine, but the driver could not have cared less. Threw our dinner on the ground and left. Order somewhere they actually deliver it to you."

A delivery-driver complaint sits in its own corner of the negative-review world, because the part the customer is angry about is the part you can see the least. The kitchen did its job. The product was right. Then the order left your hands and the last person to touch it, the driver, became the face of your entire business at someone's front door. And that final moment is the one the customer remembers.

That is also what makes it tricky to answer. The owner's instinct is to point at the thing they do not control, "that was a third-party driver, not our staff," which is the one move that proves the reviewer's point. The next person reading is deciding whether ordering from you means the food actually arrives the way it should, and "order somewhere they actually deliver it to you" answers that for them.

Quick Answer: Figure out which kind of delivery-driver complaint you got, because the word covers several: the rude or unprofessional driver, the careless handler who damaged the order or property, the driver who ignored clear instructions, and the worst one, the driver who marked it delivered when it never arrived. Acknowledge the person by name and the specific letdown at their door, then own the experience without passing it to the app, even if the driver came from a platform, because the customer ordered from you. Offer a real fix, a remake, a refund, or a redelivery, and a named person to reach. Keep it to three or four sentences and signal the change you are making. For the broader framework, see our complete guide to responding to Google reviews.

In this guide, you will learn:

• Why a delivery-driver complaint is really about the last impression, not the order itself
• The kinds of delivery-driver complaint, and why naming the type is the first move
• Why blaming the third-party app is the same mistake as blaming the manufacturer
• A four-part formula that owns the doorstep without throwing the driver under the bus
• Templates for eight common scenarios across food, furniture, appliances, and courier delivery
• What never to say when a customer flags a driver, including the "that was the app's driver" trap
• How to fix the last-mile problems that quietly generate these reviews

Why a Delivery-Driver Complaint Is Really About the Last Impression

Most negative reviews describe something that went wrong inside your four walls: the food was cold, the staff was rude, the room was loud. A delivery-driver review describes the moment your business showed up at the customer's home, and that moment carries more weight than almost any other, because it is the last thing that happened in the whole transaction. A perfect order ruined at the door does not read as "great food, bad delivery." It reads as a bad experience with your business.

That is why "that driver works for the app, not for us" is such a weak shield. It may be completely true, and it convinces no one. The customer saw your name on the bag, waited for your order, and got treated poorly by the person delivering it. To the reader, the driver and the business are the same thing, and "they do not care once it leaves the kitchen" is the impression that costs you the next customer.

It helps to see that "the driver" actually covers several different experiences, and the right reply depends entirely on which one you got.

The rude or unprofessional driver. The order arrived, but the person delivering it was short, silent, on the phone the whole time, argued at the door, or made the customer feel like an inconvenience. The product was fine. The human interaction was the problem. This overlaps with reviews about rude staff, because a driver is staff in the customer's eyes.

The careless handler. The driver damaged the order or the customer's property: spilled the food, dropped the package, dragged a couch across the floor and scratched it, left a fragile box in the rain, or let the gate open and the dog out. This overlaps with reviews about a damaged item, but here the damage happened in the handoff, not the box.

The ignored-instructions driver. The customer left a clear note, "leave at the side door," "do not ring, baby sleeping," "call on arrival," and the driver ignored it. The order may have arrived intact, but the customer feels unheard, and the small breach, a woken baby or a missed handoff, lands bigger than it looks.

The marked-delivered-never-arrived driver. The most serious version. The customer paid, got a "delivered" notification, and has nothing. It feels less like a mistake and more like being robbed with a receipt, and it scares future buyers more than almost any other complaint, because it makes ordering from you feel like a gamble.

A reply that says "sorry your delivery did not go well" answers none of these well. The rude-driver customer wanted to be treated like a person. The careless-handler customer wanted their order and their home respected. The ignored-instructions customer wanted to be heard. The never-arrived customer wanted the thing they paid for. The first job is to read the review and decide which one you are actually answering.

The First Move: Whose Driver Was It, and Which Complaint Did You Get

Before you draft anything, settle two things: which of the four complaints you got, and whose driver caused it, yours or a third party. The first shapes the apology. The second shapes the fix, but not the ownership.

A few questions to answer before you type.

Was it the product or the person? If the customer says the food was good but the driver was rude, you are answering a service-and-interaction complaint, and the reply is about how someone was treated, not about the order. If the order itself arrived spilled, broken, or missing, you are answering a make-it-right complaint, and the reply has to fix the order first. Many delivery reviews are both, and the order matters: acknowledge the human letdown, then solve the material one.

Was it your driver or a platform driver? Be honest with yourself about who actually delivered it, because it changes what you can do behind the scenes. If it was your own employee, you can coach, retrain, or address conduct directly. If it was a gig driver from DoorDash, Uber Eats, or a courier you contract, you can report them and adjust how you use the platform. What it does not change is who owns the experience in public. The customer bought from you.

Did the order arrive at all? A "marked delivered but never came" review is a different animal from a "driver was rude" review. The first is an emergency, the customer has paid for nothing, and the reply has to lead with making them whole, not with investigating. The second is a conduct issue you can acknowledge and coach. Do not treat a vanished order like a manners problem.

Is this the driver or the route? Sometimes the real complaint is that you deliver to an area you cannot serve well, or that orders sit too long before pickup. If the doorstep failure traces back to timing rather than the driver, you may actually be answering a late-delivery complaint wearing a different coat.

The owner reflex on a delivery-driver review is to reach for "that driver does not work for us" or "you will need to contact the app," because from inside the business those feel like the honest, accurate facts. But the customer did not experience your contractor agreement, they experienced their dinner on the ground or a package that never came. Diagnose the type, decide what you can actually fix, then own the doorstep as the business whose name was on the order.

Blaming the App Is the Same Mistake as Blaming the Manufacturer

The single most common delivery-driver reply, and the one that backfires hardest, is some version of "that was a third-party driver, not our employee." It feels like a clarification. To the reader, it is an abdication.

Think about how the customer experienced it. They chose your restaurant, your store, your name. They never signed up to interact with a gig platform, they signed up to get your order. The driver was wearing the order, not a uniform that said "independent contractor." When you point at the app, you are telling every future reader that once the food leaves the kitchen, the experience is somebody else's problem, which is precisely the fear that stops people from ordering delivery in the first place.

This is the same move as blaming the manufacturer on a warranty complaint or blaming a supplier for a bad product. It may be factually true and it is reputationally useless, because the customer bought from you and hit the dead end through you. Route the problem correctly behind the scenes, report the driver to the platform, flag the order, request a credit, but in the public reply, own the experience and make the order right yourself.

There is a practical reason too. You almost never win the "whose fault is it" argument in public, and you do not need to. The reader is not grading you on org charts. They are grading you on whether you fixed it.

The Four-Part Formula for a Delivery-Driver Review Response

Every reply to a delivery-driver complaint should hit the same four beats, whether it was a rude driver, a careless handler, an ignored note, or an order that never came. The whole response fits in three to four sentences.

Step 1: Acknowledge the customer by name and the specific doorstep letdown

Open with the first name from the review and a direct acknowledgment of what happened at the door, the part of the order they actually felt. Name it with the detail they gave. "Sorry about your delivery" is too vague to land. "You ordered dinner on a hard night and had it thrown on the porch with the soup spilling out" tells the customer you read their story, not just their star rating.

Say this: "Hi James, you ordered dinner on a rough night and the last thing you needed was it left on the ground with the soup spilling, and I am genuinely sorry that is how your order showed up."

Not this: "Dear Customer, we regret to hear about the issues experienced during the delivery of your order."

Step 2: Own the experience, even if the driver was third-party

This is the step that separates a reply that wins readers from one that loses them. Do not name the app, do not call the driver a contractor, do not split the order from the delivery. Speak as the business whose name was on the bag. If it was your own driver, own the conduct directly. If it was a platform, own the experience and handle the platform privately. Either way, a stranger reading should think "they take responsibility for the whole order," not "they only own half of it."

Say this: "However your food gets to your door, that is still us showing up at your home, and treating your order, and you, with that little care is not okay with me."

Not this: "Please note that delivery is handled by an independent third-party driver who is not employed by our restaurant."

Step 3: Offer a real fix for the order

A delivery-driver complaint is, at its core, a customer saying the order did not land the way they paid for it. So make it right where you reasonably can: a remake and redelivery for a spilled or damaged order, a refund for one that never arrived, a goodwill credit when the product was fine but the doorstep was not. This is the equivalent of making it right, you are proving the order is yours to stand behind from kitchen to doorstep.

Say this: "I would like to make this right tonight. I am sending a fresh order, on us, and I will personally make sure a careful driver brings it to the door this time."

Not this: "You may submit a refund request through the delivery application's support center."

Step 4: Move the resolution to a named contact and name the fix

Hand the real resolution to a named person so the customer feels like someone reached out, not like a closed ticket. Then briefly signal the change you are making, because future readers want to know their delivery will go better than this one. Keep the fix concrete, not a vague promise to "look into it."

Say this: "Please reach me directly, I am Dana, the owner, at [phone]. We are also changing how we vet and brief our delivery drivers, including confirming the right door and handling orders with care, so this is not how dinner arrives for the next person."

Not this: "Your feedback has been noted and forwarded to the appropriate team."

Response Templates for Common Delivery-Driver Scenarios

These templates follow the formula. Fill in the name, the situation, the contact details, and the fix that matches what actually happened. Avoid copy-pasting the same wording across multiple delivery reviews. Future readers and the AI-generated business summary both scan for repetition, and a row of identical "we apologize for the delivery experience" replies reads worse than a row of slightly different honest ones.

Template 1: Rude or unprofessional driver (food delivery)

"Hi [Name], the food being good does not make up for being treated like an inconvenience at your own door, and I am sorry the delivery left that impression. However your order reaches you, that is still us, and that is not the experience I want attached to our name. Please reach me directly at [phone], I am [name], and I would like to send your next order on us with a driver who gets it right. We are also tightening how we brief our delivery drivers on treating customers the way our staff would in the dining room."

Template 2: Spilled or damaged order (restaurant, grocery)

"Hi [Name], an order that arrives spilled and mishandled is a wasted meal and a wasted evening, and that is on us to fix, not on you to clean up. I am sorry it showed up that way. I am sending a fresh order at no charge and making sure it is packed and carried properly this time. Please reach me at [phone] and ask for [name]. We have changed how we seal and hand off delivery orders so they actually survive the trip to your door."

Template 3: Driver ignored delivery instructions (any delivery)

"Hi [Name], you left clear instructions for a reason, and having them ignored, especially [the note they mentioned], is frustrating even when the order itself is fine. That is a real miss on our end and I am sorry. Please reach me directly at [email] or [phone], I am [name], and I will make it right. We are changing how delivery notes get passed to our drivers so a clear instruction does not get skipped again."

Template 4: Marked delivered but never arrived (food, courier, e-commerce)

"Hi [Name], getting a 'delivered' notification for an order that never showed up is alarming, and I completely understand why you are upset, you paid and received nothing. I am not going to make you prove anything. I am issuing a full refund today, and if you would still like the order, I will get it to you personally. Please reach me at [phone], I am [name]. We are now requiring photo confirmation at the correct door so a delivery cannot be closed out unless it truly arrived."

Template 5: Careless furniture or appliance delivery crew

"Hi [Name], a delivery crew is supposed to bring your [item] in carefully, not scratch your floors and rush out, and I am sorry that is how it went. The damage and the carelessness are both ours to make right. Please reach me directly at [phone], I am [name], and we will take care of the repair and the experience. We are retraining our delivery teams on protecting your home, floor coverings, careful handling, and a walkthrough before they leave."

Template 6: Third-party gig driver, order fine but experience poor (restaurant)

"Hi [Name], I am sorry your delivery felt careless, that moment at your door is still part of ordering from us, no matter who carries the bag. I have flagged what happened and I am sending you a credit toward your next order, because you should be able to count on the whole experience, not just the kitchen. Please reach me at [email], I am [name]. We are reviewing how we deliver in your area so a rough handoff does not keep happening."

Template 7: Driver left order in the rain or unsafe spot (e-commerce, pharmacy)

"Hi [Name], leaving your order [in the rain / at the wrong door / out in the open] after you trusted us to get it to you safely is not acceptable, and I am sorry it was handled that way. Let me make it right, whether that is a replacement or a refund, your call. Please reach me directly at [phone], I am [name]. We have changed our drop-off standards so orders are placed safely and confirmed at the right door, not just dumped and gone."

Template 8: Driver was unsafe or alarming at the door (any delivery)

"Hi [Name], feeling unsafe or uncomfortable with someone delivering to your home is serious, and I am genuinely sorry you experienced that, thank you for telling me. I am looking into exactly who delivered your order and addressing it directly, and I want to make the order itself right as well. Please reach me privately at [phone], I am [name], so I can hear the full story. We take who comes to your door on our behalf seriously, and this is getting my personal attention."

Drafting calm, non-defensive replies to delivery complaints adds up across a busy week. Try our free AI response generator for a clean, on-brand starting draft in seconds, no signup needed.

What Never to Say in a Delivery-Driver Review Response

Each line below shows up in delivery replies that backfire. Each one reads worse to future readers than no reply at all, and several follow the listing for months because they get pulled into the AI-generated business summary or the snippet shown on Google search.

Do not blame the app or call the driver a contractor

"That was a third-party driver, not our employee" is the single most common delivery-reply mistake, and it loses every time. To the reader it does not answer the complaint, it confirms their fear that you stop caring once the order leaves the kitchen. The customer ordered from you and the bag had your name on it. Own the experience and handle the platform privately.

Do not tell them to take it up with the delivery app

"You will need to contact the app's support for a refund" pushes your own customer onto someone else's phone tree in public, which reads as the maximum form of passing the buck. Even if the platform technically issues the refund, you can offer to make it right yourself and route the rest behind the scenes. Sending them away is how a fixable complaint becomes a permanent one.

Do not question whether it really happened

"Are you sure it was not delivered? You may want to check with a neighbor" reads as calling the customer a liar in front of everyone. Even when a "delivered" status says otherwise, the honest move is to believe the person who paid and got nothing, make them whole, and investigate quietly. Doubting the customer in public is the fastest way to turn one bad review into a thread of them.

Do not promise vaguely to "talk to the driver"

"We will speak with the driver about this" sounds like action and delivers none, because it does nothing for the order in front of the customer. Future readers want to see the meal remade or the refund issued, not a private conversation they will never witness. Pair any coaching you do with a concrete fix for the person who wrote the review.

Do not blame the customer's instructions

"The driver followed the address as entered" or "your instructions were unclear" puts the failure on the customer in front of everyone reading. Even when the note really was confusing, leading with it reads as gotcha, and readers side with the person who feels blamed. Own the miss, fix the order, and improve how notes get handled without lecturing them.

Do not use generic apology language

"We apologize for any inconvenience this may have caused" is the sentence that defines a business answering every negative review with the same template. A dinner thrown on the porch or an order that never came is not an inconvenience, it is the thing they paid for failing at the last step, and treating it as a minor hiccup tells future readers you did not really hear the complaint.

For the broader pattern on what to avoid, see our guide on what not to say in review responses, and for the discipline of staying calm under a frustrated complaint, our guide on responding to a bad review without being defensive.

Fixing the Last-Mile Problems That Generate These Reviews

The most reliable way to cut delivery-driver reviews is not better replies, it is closing the gap between the order you control and the doorstep you stopped controlling. A large share of these complaints trace back to a handful of fixable causes, and most live in how the last mile is handled, not in the kitchen or the warehouse.

Hire and train drivers for the doorstep, not just the route. If you run your own delivery, the driver is the last impression of the entire order, so train them the way you train front-of-house: greet the customer, handle the order with care, read the notes. A driver who treats the door like the dining room rarely becomes a review.

Set clear handling and handoff standards. Most careless-delivery anger comes from a missing standard, how to carry hot food level, how to secure a fragile box, where to leave a package, what to do when no one answers. Write the standard down so it does not depend on each driver's judgment on a busy night.

Confirm the right door with a photo. A "marked delivered, never arrived" review almost always traces to a handoff that let a driver close out an order they did not complete. Requiring a photo at the correct door, the same way good operators verify other steps, makes a false "delivered" far harder and gives you proof when something genuinely goes wrong.

Choose and monitor your delivery partners. If you use a third-party platform, you are not powerless. Watch which partners and zones generate complaints, and be willing to switch providers, narrow your delivery radius, or pull back from areas that consistently go wrong. A delivery partner that keeps earning you one-star reviews is a vendor problem to fix, not a fact of life.

Build a fast, no-argument make-right path. The expensive reviews come from customers who had to fight for a remake or refund after a botched delivery. Give staff clear authority to remake, refund, or credit a delivery problem on the spot, so a bad doorstep moment gets solved before it ever becomes a review. This is also worth checking during a broader Google Business Profile audit of where your experience leaks.

When Delivery-Driver Complaints Become a Pattern Worth Tracing

A single delivery-driver review reads as a possible one-off, an unlucky night and a driver having a bad day. Several delivery reviews naming the same problem read as a last mile the business has not fixed, and that pattern carries real weight, because "they do not care once it leaves the kitchen" spreads fast among people deciding whether your delivery is worth the risk.

A few signals that the pattern is worth tracing.

Repeated "rude driver" complaints. When multiple reviews describe drivers being short or careless with customers, the problem is usually not a string of bad individuals, it is missing training and standards if the drivers are yours, or a delivery partner you should reconsider if they are not.

Repeated "spilled, damaged, or left in the rain" complaints. When several reviews name mishandled orders, the issue is operational, packaging, handling standards, or drop-off rules, and the fix is a written standard plus the right partner, not a better-worded reply.

Delivery complaints alongside late-delivery, wrong-order, and damaged-item reviews. When driver reviews show up next to late-delivery, wrong-order, and damaged-item reviews, the business has a broader fulfillment gap rather than one bad driver. Reading them together tells you the order is failing somewhere between "ready" and "in the customer's hands," which is worth more attention than any single reply.

For the broader framework on review patterns and what they signal, see our guide on Google review analytics.

Protecting Your Drivers and Team

Here is the uncomfortable truth most owners skip: the driver is the easiest person in the whole chain to scapegoat, and often the least responsible for the system that failed. A rushed driver juggling ten orders, no clear handling standard, and a stack of unreadable delivery notes is set up to fail at the door. How the owner handles the review decides whether the team learns a better process or just learns to dread delivery shifts.

A few small habits make it healthier.

Tell the team about the review yourself, before they see it. Walking into a shift already knowing a delivery review is on the listing is far better than a driver discovering it through a screenshot or a tagged post in the team chat.

Separate the process from the person. "Our handoff gave you no good way to confirm the right door, so let us fix the handoff" lands very differently from "why did you leave it at the wrong house." The first treats the failure as a system the whole team can improve. The second blames an individual for a process the business never built.

Give drivers what they need to get it right. Most doorstep failures escalate because the driver had no standard to follow, no easy way to read the notes, or no authority to fix a problem at the door. Clear handling rules, readable instructions, and a simple "if it goes wrong, here is what to do" prevent the next review more reliably than any reprimand.

Track the changes that came out of the review. A simple log of "delivery review on [date] led to a photo-confirmation rule on [date] and a driver briefing on handling" gives the team visible proof the feedback is shaping the business. Reviews that change nothing land as noise. Reviews that lead to a real change land as evidence the work matters.

Drivers who are trained for the doorstep, given clear standards, and backed instead of blamed are the ones who quietly prevent the next delivery review before a customer ever has to write it.

Frequently Asked Questions

How do you respond to a Google review complaining about your delivery driver?

Start by figuring out which kind of complaint you got, because the driver covers several: the rude or unprofessional driver, the careless handler who damaged the order or property, the driver who ignored clear delivery instructions, and the worst one, the driver who marked it delivered when it never arrived. Acknowledge the person by name and the specific letdown at the door, which is the part of the order they actually felt. Then own the experience without passing it to the platform, even if it was a gig driver from an app, because the customer ordered from you and the driver was the face of your business at their door. Offer a real fix: a remake, a refund, or a redelivery, and a named person to reach. Keep the public reply to three or four sentences and signal the change you are making, whether that is vetting drivers, tightening handoff standards, or switching how you deliver.

What if the bad delivery driver was a third-party app like DoorDash, not your employee?

It changes what you can fix, not whether you own it. The customer ordered from you, saw your name on the bag, and experienced the rudeness or the tossed package at their door, so "that was a DoorDash driver, not us" reads exactly like a business washing its hands of a problem it sold. Future readers do not separate your food from the app's driver, they remember the bad delivery as a bad experience with your business. Acknowledge the letdown, make the order right yourself with a remake or refund, and report the driver to the platform behind the scenes rather than naming the app as your defense in public. If a delivery partner keeps generating these reviews, the real fix is changing how or with whom you deliver, not blaming the contractor in your reply.

How do you respond when a driver marked an order delivered but it never arrived?

Treat it as the most serious type, because the customer paid, got a "delivered" notification, and has nothing, which feels less like a mistake and more like being robbed with a receipt. Do not start by questioning whether they really did not get it or suggesting they check with a neighbor, because that reads as calling the customer a liar in front of everyone. Acknowledge how alarming a false "delivered" status is, make it right immediately with a refund or a redelivery, and give them a named contact so it does not become another round of forms. Then fix the cause: require photo confirmation at the correct door, tighten the handoff so drivers cannot close out an order they did not complete, and review the driver or partner responsible.

Should you offer a refund or remake for a delivery-driver complaint?

Usually yes, because the order failed to land the way the customer paid for, and the math is rarely about the single meal or item. A spilled, cold, or never-delivered order that turns into a one-star review and a story told to friends costs far more than the remake you declined, and future readers weigh how you handle a botched delivery more heavily than almost anything else on your listing. Make the call quickly: a remake and redelivery for a damaged or spilled order, a refund for one that never arrived, and a goodwill gesture for a delivery that was rude or careless even when the product itself was fine. Reserve a firm no for clear abuse, and even then explain it like a person and offer an alternative rather than a flat refusal.

How do you stop delivery-driver complaints from piling up in your reviews?

Most delivery-driver reviews trace back to the part of the order you stopped controlling, the last mile, so close that gap. If you run your own drivers, hire and train for the doorstep the same way you train for the counter, because the driver is the last impression of the whole order. Set clear handling and handoff standards, like how to carry hot food, where to leave a package, and confirming the right door with a photo. If you use a third-party platform, monitor which partners generate complaints and be willing to switch or pull back delivery zones that consistently go wrong. Build a fast, no-argument path to remake or refund a botched delivery so a bad doorstep moment never has to become a review.

What should you never say in a reply about a delivery driver?

Never blame the platform or call the driver an independent contractor, because "that was the app's driver, not our employee" reads as dodging a problem you sold. Never question whether the customer really experienced it, suggest they misremember, or tell them to take it up with the delivery app, because that pushes your customer onto someone else's phone tree in public. Avoid the generic "we apologize for any inconvenience," which tells future readers you answer every complaint with the same template. And do not promise vaguely to "speak with the driver" with no real fix for the order in front of them. The customer wants the order made right and the doorstep owned, not a tour of who technically employs whom.

The Bottom Line

A delivery-driver review is not really about the route or the app, it is about the last impression your business made at someone's front door, and that is why "that was a third-party driver" never lands. The complaint covers several different experiences, the rude driver, the careless handler, the ignored note, and the order that never came, and the reply only works once you figure out which one you got. Acknowledge the doorstep letdown, own the experience no matter who carried the bag, and make the order right, while signaling the fix that keeps the next customer from writing the same review.

Key Takeaways:

• Diagnose the type first. The rude driver, the careless handler, the ignored note, and the never-arrived order are four complaints that need four different replies.
• A delivery-driver complaint is about the last impression, not the order itself. The driver is the face of your business at the door.
• Never blame the app or call the driver a contractor. It is the same losing move as blaming the manufacturer, and it confirms the customer's fear.
• Own the experience even when the driver was third-party, and handle the platform privately.
• A "marked delivered, never arrived" review is an emergency. Believe the customer, refund or redeliver first, investigate quietly.
• Offer a real fix: a remake and redelivery for damage, a refund for a missing order, a goodwill credit for a poor doorstep experience.
• Fix the last mile: train drivers for the doorstep, set handling standards, confirm the right door with a photo, and monitor your delivery partners.
• A pattern of "rude driver" or "spilled order" reviews is a training and last-mile problem to fix, not a reply problem to repeat.
• Protect your drivers: separate the process from the person, and give them the standards and authority to get the doorstep right.

For the broader framework, see our complete guide to responding to Google reviews. For related cluster guides, see responding to a review about a late delivery, responding to a review about a damaged item, and responding to a review about a wrong order.

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