In this article · 6 sections
- Rules for replying
- Templates
- Service was late / delayed
- Rude staff behaviour
- Price complaint
- Product or work quality
- Reviewer isn't a customer / can't find the record
- Fake or abusive reviews
- After replying
- Frequently Asked Questions
- Should I reply to every negative review?
- Can I delete a bad Google review?
- Should I reply to positive reviews too?
- Protect your reputation
Every business eventually gets a negative review. Future customers read not just the complaint but how you respond. A calm, professional reply shows you care and take responsibility; an angry or defensive reply confirms the complaint. Here's how to handle it. (For broader strategy, see our online reputation guide.)
Rules for replying
- Reply within 24–48 hours.
- Stay calm. Wait an hour if you're upset.
- Thank them for the feedback.
- Apologise for the experience without arguing about details publicly.
- Explain briefly what you've done or will do.
- Move it offline: give a phone number or ask them to message you.
- Never share personal details (bills, medical information, booking data).
- Keep it short — 3–5 sentences.
Templates
Service was late / delayed
"Hi [Name], thank you for sharing this, and we're sorry your pickup was delayed. That's not the standard we aim for. We've reviewed the trip with our team to prevent it happening again. Please call us at [number] — we'd like to make this right."
Rude staff behaviour
"Hi [Name], we're sorry for how you were treated during your visit. This isn't acceptable, and we've spoken to the team member involved. We'd appreciate the chance to discuss this with you directly — please contact [manager name] at [number]."
Price complaint
"Hi [Name], thank you for your feedback. We're sorry the final amount wasn't clear upfront. Our quotes include [items], and we're now sharing a written breakdown before every booking. Please reach us at [number] so we can review your bill together."
Product or work quality
"Hi [Name], we're sorry the [product/work] didn't meet your expectations. Quality matters to us, and we'd like to inspect and fix the issue. Please message us at [number] with your order details."
Reviewer isn't a customer / can't find the record
"Hi [Name], we take all feedback seriously but couldn't find a booking matching your review. Please contact us at [number] with your details so we can look into this."
Fake or abusive reviews
If a review breaks Google's policies (spam, fake engagement, offensive content, conflict of interest such as a competitor), report it through your Business Profile. Google decides on removal — reply professionally in the meantime. Never offer incentives for review removal or post fake positive reviews to compensate.
After replying
- Fix the underlying problem.
- If you resolve it, the customer may update their review — you can politely ask, but don't pressure.
- Keep collecting reviews from happy customers so one negative review is put in context.
Frequently Asked Questions
Should I reply to every negative review?
Yes — future customers notice unanswered complaints.
Can I delete a bad Google review?
No. You can report it if it violates policies; Google reviews the report.
Should I reply to positive reviews too?
Yes — a short, personal thank-you shows you value customers.
Protect your reputation
Joboo Web helps businesses manage reviews and Google profiles. See how to get more Google reviews or contact us.