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How to Respond to a Bad Google Review: A Calm Reply With Examples

By Sam · Last updated · 6 minute read

Reply to a bad Google review calmly and quickly: thank the reviewer, apologise for their experience if it is fair, state the facts briefly and politely, and offer to put things right offline. Never argue or share private details. UK guides note that responding well matters more than the review itself, and that consumers are more likely to use a business that replies.

Calm reply bubble answering a critical review bubble

Contents

Before you reply

  1. Pause. Do not reply while angry.
  2. Check the facts. Find the job, the date and what was said.
  3. Decide whether it is genuine. A real customer with a real complaint needs a different reply from a review that looks fake. See how to report a fake Google review.
  4. Ask whether it is a pattern. If several customers raise the same problem, fix the problem as well as the review.

A simple formula

  1. Thank them for the feedback, using their name.
  2. Acknowledge how they felt, without admitting anything you cannot support.
  3. State the facts briefly and politely, if they are needed.
  4. Say what you will do, or have done, to put it right.
  5. Move the conversation offline with a phone number or email.
  6. Keep it short and sign it with a real name.
Six-step path for replying to a bad review

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Examples

Wording is original and meant to be edited.

A fair complaint. Hi [name], thank you for telling us, and I am sorry the [job] was not what you expected. I would like to put it right. Please call me on [phone] or email [email] so I can understand what went wrong and fix it. [your name], [business].

A review that is not accurate. Hi [name], thank you for your feedback. I have checked our records and our job on [date] was [brief fact]. I am sorry we did not meet your expectations and would be glad to talk it through on [phone]. [your name], [business].

A vague review with no detail. Hi [name], thank you for your feedback. We would like to understand what went wrong, but we cannot find the job from this review. Could you contact us on [phone] so we can look into it? [your name], [business].

A review about price. Hi [name], thank you for your feedback. We explain our prices before starting, and I am sorry the cost felt higher than expected. Please call me on [phone] so I can go through what was included. [your name], [business].

An abusive review. Keep any reply short and calm, such as: We are sorry to hear about your experience and we would like to help. Please contact us on [phone]. Then, if the review breaks Google’s policies, flag it. See how to report a fake Google review.

What not to do

  • Argue, blame or sound defensive.
  • Share private details about the customer or the job.
  • Copy and paste the same reply to every review.
  • Offer a refund or reward publicly in exchange for removing the review.
  • Reply with a long essay.
Calm reply beside a crossed-out angry reply

Learn from it

UK guides note that if several customers flag the same issue, it is a problem worth fixing before it costs you more reviews and business. Keep a note of the reasons, and review them monthly.

Reply to good reviews too

A short thank you to positive reviews shows you are paying attention, and a BrightLocal survey reported by Simply Business found consumers more likely to use a business that responds to reviews. For ways to get more reviews, see how to get more Google reviews, and for ready wording, our review request templates.

Frequently asked questions

Should I reply to every bad review?

Yes, calmly and briefly. A reply is read by future customers as well as the reviewer.

How quickly should I reply?

As soon as you have checked the facts, and ideally within a day or two.

Can I get a bad review removed?

Only if it breaks Google’s policies, for example if it is fake or abusive. Genuine negative reviews usually stay.

Should I offer compensation?

Deal with the customer privately, and do not offer anything in exchange for removing or changing a review.

What if the reviewer was never a customer?

Say so politely if you can, and flag the review. See how to report a fake Google review.

Sources

Sam, Editor at Clariti Digital

Sam, Editor at Clariti Digital.

Need help with this?

Clariti Digital is a UK digital growth agency for established local businesses. We start with a diagnostic, then fix what holds back visibility, enquiries and trust. Call +44 7435 063827 or email sam@claritidigital.com.

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