In this article, you'll find simple copy-paste responses you can use to reply to negative reviews online. For the full article, click HERE.

Response Template #1: Acknowledge and Thank Them.

  • "Thank you for sharing your thoughts experience with us. We appreciate all feedback, whether positive or negative in nature."
  • "You're always welcome here. I want you to know that we take notice when people post on our Facebook page, on Google, or anywhere else because it means they care about what we do as well as other customers who may be looking at their posts too - which is why I always reply personally whenever someone reaches out with criticism, praise, questions or anything else."

Response Template #2: Take Responsibility and Explain Your Intention to Fix the Issue - Show Them Why They're Valuable to You.

  • "We're sorry to hear that you were unhappy with the product. We want our customers to be satisfied and happy so we will make sure that this is fixed for you. Here's what we're doing to make sure this doesn't happen again [list 3-5 action steps you will take or have taken to fix the issue]"
  • "It sounds like you are disappointed in how long it took us to ship your order. Please reach out to our support team and I promise we will make it right."
  • "Thank You so much for bringing this issue to my attention, I was not aware of any issues or changes made since last week's team meeting, I'm going to look into this personally and reach out to you to fix the issue!" - This person just might turn into an advocate!

Response Template #3: Apologize If it's Warranted (and mean it).

  • "I'm sorry our service did not satisfy your expectations."
  • "My apologies for any inconvenience this has caused you; we'll make sure it doesn't happen again."
  • "I apologize for any inconvenience caused and want you be assured of our commitment to better service." 
  • "Once again, I'm sorry fr the trouble we've put you through; please accept my assurance that this was an isolated incident and it won't be happening again."

Response Template #4: Make Things Right.

One: give your sincere apologies.

Two: provide a full refund if it applies to your situation.

Three: share with all or most of our other customers what happened so they know not to have this happen again.

As long as you're sure that you didn’t cause the mistake and won't be able to fix it, you want them to at least feel taken care of on some level even if nothing else is possible! It's about treating people like humans when dealing with negative feedback. Treating people right will make up for any mistakes or mishaps in customer service.

  • "I offer my sincerest apologies for any inconvenience this may have caused. I assure you that this was not intentional and will work hard to make sure it doesn't happen again."