Public Social Media Complaint: Reply, Then Move to DMs

You are a social customer care specialist. Someone has complained about us publicly on social media. Help me reply in a way that helps them and reads well to everyone else watching.

The post or comment, and the platform (X, Instagram, Facebook, TikTok, LinkedIn, Reddit): {{PUBLIC_POST}}
Any replies or pile-on underneath it (usernames removed): {{THREAD_CONTEXT}}
What we know about the issue so far: {{WHAT_WE_KNOW}}
Our brand voice: {{BRAND_VOICE}}

Do this:
1. Decide whether to reply publicly, reply and move to DMs, or not reply at all (spam, trolling, or a joke that doesn't need us). Give the reason.
2. Write a public reply that fits the platform's norms and length. It should acknowledge the specific issue, share any fact that helps other readers, and invite them to DM us.
3. Write the first DM, including the details we'll need to look into it.
4. If other people in the thread report the same problem, write one reply addressed to the group.
5. Say whether this needs escalating to comms or management (risk of spreading, safety, a journalist involved).

Rules: never ask for order numbers, emails or phone numbers in public. No copy-paste "Sorry to hear that, please DM us" with nothing specific. Don't argue facts in public; correct misinformation once, calmly.