Ah, I see the tactic
"People are saying our food is shit."
"Damn, shall we stop making shit food."
"No. Better idea. We'll stop people saying it's shit".
I have zero time for KFC, after an unpleasant incident in one of their restaurants (their word) prompted me to complain. Initially, I was impressed they took the time an trouble to reply - via snail mail - to my concerns. However, like their food, this impressive sight became unpalatable once you actually read it.
It was a 5 paragraph letter. But careful reading revealed it was clearly a "one-letter-to-answer-them-all" template. Just insert <customer name> and <cyclostyled signature>.
I'll leave it to El Reggers to consider the priorities of a food chain which feels it needed to save time answering complaints.