A firm response to the customer direct complaints and its effect are an important topic in the research of customer complaint.  The literature was reviewed from three aspects:  the importance of customer complaint to firms, the classification and description of firm responses to customer complaints and the impact of firm responses on the customer post-complaint reactions.  The handling the customer direct complaints consists of six dimensions: timeliness, facilitation, compensation, apology, explanation and attentiveness. The previous research work observed that all of the six dimensions have significant impact on the effect of complaint handle.  On the basis of the previous works, a model of firm response to customer direct complaints and its influences are proposed by the authors.  Further studies of this field are also pointed.