Updated 7 October 2026
A negative review deserves a measured response. Read it, check the facts and focus on resolving the issue rather than winning a public argument.
Pause before replying
Check what happened with the people involved. Do not disclose order details, personal information or private conversations in your response. A short acknowledgement and a private contact route are often more useful than a long defence.
Reply to the concern
Thank the reviewer for the feedback, acknowledge the relevant issue and explain the next step you can genuinely offer. Avoid copying the same response to every complaint. Do not offer a reward for changing or deleting a review.
Report policy violations appropriately
Google removes reviews that violate its policies, not simply reviews a business dislikes. Use its reporting process for relevant violations and keep supporting records. Do not promise yourself that an unfavourable but genuine review will disappear.
A short response you can adapt
“Thank you for raising this. We are sorry to hear that the experience did not meet your expectations. Please contact our team through the contact details on our website so we can understand what happened and discuss the next step.” Adapt this to the specific concern and only promise action you can deliver. Avoid confirming that someone is a customer or sharing details that identify them.
Track the issue internally
Record the concern, who is responsible for following up and whether the underlying problem was resolved. Look for repeated themes such as delays or unclear expectations. Keep private complaint details in your internal records rather than in the public reply.
Your next move
Prepare a response approach and name the person who handles complaints. If the same issue recurs, fix the customer experience as well as the wording.
Further reading: Google’s review-reporting guidance.
About the Author
Tina Kempling, the Lean Green Team Leader at Imagine That with over 35 years of experience in the print industry, newspaper and magazine advertising.
As an industry-certified designer since 1991, Tina knows her stuff when it comes to marketing vision. But what sets her apart is her understanding of advertising and marketing in today’s digital and print market. She can help companies tap into the incredible marketing power in new and creative ways. Ready to take your marketing game to the next level? Give Tina a shout!