I don't know what's wrong with having a canned response. Addressing a problem and ensuring folks that it's being rectified goes a lot longer than leaving your customers out to dry or changing their diapers for them.

But, I guess it's easier said than done if you're ordering a bigger meal than you can eat when your approach to running a business is making it about you, and not your customers (http://www.wired.com/techbiz/media/magazine/16-03/mf_signals...).