Negative reviews are an inevitable part of running a business, but how you respond to them can either help rebuild trust or damage your reputation further. Responding with professionalism, empathy, and a willingness to make things right shows that your business values customer feedback — even when it’s not glowing.
The key is to remain calm, avoid defensiveness, and offer solutions where possible. A thoughtful response can turn an unhappy customer into a loyal one and demonstrate your company’s commitment to improvement.
Here are five response templates you can adapt when replying to negative reviews. Each one is designed to be respectful, constructive, and reputation-friendly.
"Hi [Customer Name], we're truly sorry to hear about your experience. We understand your frustration and would like to resolve this as quickly as possible. Please get in touch with us directly so we can make things right."
Why it works: It expresses empathy, takes accountability, and invites the customer into a private resolution process.
2. Express Disappointment and a Willingness to Fix Things
"Dear [Customer Name], we’re disheartened to read your review. This isn’t the standard we strive for. We'd appreciate the chance to better understand what happened and resolve the issue — please reach out to us directly."
Why it works: It shows that the business cares about the experience and opens the door to conversation without being defensive.
"Thank you for taking the time to share your feedback, [Customer Name]. We're very sorry to hear that your experience didn't meet your expectations. We’re looking into this matter internally to ensure it doesn’t happen again."
Why it works: It acknowledges the customer’s effort in leaving a review and reinforces a culture of continuous improvement.
"We're sorry to learn that your experience with us was disappointing, [Customer Name]. Providing excellent service is important to us, and we’re committed to making things right. Please let us know how we can earn back your trust."
Why it works: This approach re-establishes the company’s values and leaves the door open for reconciliation.
"[Customer Name], thank you for your honest review. We sincerely apologise for any inconvenience caused. Your feedback helps us improve and we truly hope you’ll consider giving us another opportunity to serve you better."
Why it works: It treats the review as constructive criticism and demonstrates a growth mindset.
When responding to negative reviews:
A professional, empathetic response can not only defuse tension but also show future customers that your business genuinely cares.