How to Respond to a Negative Review

70% of buying experiences are based on how the customer feels they are being treated

84% of people trusting an online review as much as a personal recommendation


When you see a bad review about your company, the first thing to do is stop, take a breath and think. Don’t respond to the upset customer without thinking things through first.


If you think you can ignore a bad review, you’re wrong. Not responding to a negative review is responding. It’s telling everyone that sees the bad review that you don’t care about your customers. Responding to complaints can help increase customer advocacy. Not responding to a bad review decreases customer advocacy. Respond as soon as s you can and the day the negative review was left.


Don’t just respond resolve the issue too 🙂


Ask a friend, family member or co-worker to double check your reply for message and tone to make sure it “reads” well to a third-party.


If you get a bad review, really look at what the person wrote. Were they unhappy with a staff member? Did they have a bad experience at your location? Did your product/service not work as they expected? If you evaluate what the customer has said, you may discover bigger issues that you need to work on at your company.


75% of customers believe it takes too long to reach a live agent on the phone. That means more and more people are using social media and review sites to get customer service and voice their opinions


If you’ve worked closely with an unhappy customer to remedy the situation, politely ask them to update/change their review to reflect that the situation has been resolved.


If you get a bad review about your business, you want to try and get a few more positive reviews to help “push down” that negative review. There are a lot of tools on the market that can help you monitor, manage and get online reviews from customers.


It’s important that you know what customers are saying about your business online. Did someone leave a bad review about your company? Do you have 5-star reviews? What review sites do your customers use to leave reviews about you? You can use Our Reputation Management System to see what your customers are saying about your business on the top online review sites.

Examples from Accelerate Marketing on How to Respond to a Negative Review

Q:  Our company has received a negative review.  How should we respond?

A:  If you receive an alert for a negative review, it’s very important to be empathetic with your response.  Below is a fantastic list of options for responding to a negative review:

  1. Please accept our sincerest apologies for (Problem). We would love the chance to make this right and would like to invite you back to (business) for (#) % off your next visit.
  2. When a customer takes the time to leave a review online, we listen! We want to apologize for (problem) and let you know that we have taken the necessary steps to ensure that this doesn’t happen again. Please know that your experience was an isolated occurrence and that the management and staff would love another chance at impressing you.
  3. It is our goal to treat every person who walks through our doors as a VIP customer. When our team falls short of that standard and a customer walks away dissatisfied, then we have a real problem. We want to apologize for your less-than-outstanding experience and would like to invite you back in to show you just how amazing our team can be.
  4. We hear you loud and clear! Your feedback is more than understandable. We appreciate that you took the time to let us know and we will be implementing your suggestions in the near future. Visit us again to see what a difference your review made.
  5. We greatly value the opinions of our customers. At (business) we work hard every day to ensure that our customer’s needs are being met. Thank you very much for your review.
  6. Everyone has an off day – even amazing businesses. I’d like to apologize for this unfortunate (incident/ confusion/inconvenience). Please give us a second chance and see the stuff we are really made of. Visit us again and receive a (%) off your next visit.
  7. We apologize for the unfortunate experience and regret that it happened at all. Our #1 goal is customer satisfaction. While we can apologize for this unfortunate situation, sometimes that’s just not enough to say we are sorry. We invite you to contact our store manager at (555) 555-5555 and let us know how we can make it up to you.
  8. It’s understandable that you would be upset after (experience). We definitely do not want to lose you, or anyone, as a customer as a result of this bad experience. Please contact our store manager at (555) 555-5555 and let us know how we can better serve you.
  9. Your opinion is very valuable to us at (business). We take each and every customer suggestion into consideration. Thank you very much for your review.
  10. An unsatisfied customer is rare and we take your feedback very seriously. Please accept our deepest apology for your unfortunate experience.

Take our Reputation Quiz and find out what your online reputation score is:

186 thoughts on “How to Respond to a Negative Review”

  1. Do you mind if I quote a couple of your posts as long as I provide credit and sources
    back to your webpage? My blog is in the exact same area of interest as yours
    and my visitors would really benefit from some of the information you present here.
    Please let me know if this alright with you. Regards! 0mniartist asmr

  2. Why visitors still make use of to read news papers when in this technological globe the whole thing
    is accessible on web? asmr 0mniartist

  3. I don’t know if it’s just me or if perhaps everyone else experiencing problems with your website.

    It seems like some of the text within your content are running
    off the screen. Can somebody else please comment and
    let me know if this is happening to them as well? This might
    be a problem with my internet browser because I’ve had this happen before.
    Thanks asmr 0mniartist

  4. Your style is very unique compared to other folks I have read stuff from.
    I appreciate you for posting when you’ve got the opportunity, Guess I will just bookmark
    this blog. asmr 0mniartist

  5. Hi to all, how is everything, I think every one is getting more from this web site,
    and your views are fastidious in favor of new visitors.

  6. I have read several excellent stuff here. Definitely worth bookmarking
    for revisiting. I wonder how a lot attempt you
    set to make the sort of fantastic informative site.

  7. I’m not sure exactly why but this weblog is loading incredibly slow for me.
    Is anyone else having this problem or is it a problem on my
    end? I’ll check back later on and see if the problem still exists.

  8. Hey there! I realize this is sort of off-topic however I needed to ask.
    Does managing a well-established blog like yours require a
    large amount of work? I am brand new to writing a blog but I do write in my diary daily.
    I’d like to start a blog so I can share my own experience and
    views online. Please let me know if you have any kind of recommendations
    or tips for new aspiring bloggers. Appreciate it!

  9. Hello there! I know this is kinda off topic nevertheless
    I’d figured I’d ask. Would you be interested in trading links or maybe
    guest writing a blog post or vice-versa? My site goes
    over a lot of the same subjects as yours and I think we
    could greatly benefit from each other. If you’re interested feel free to
    shoot me an e-mail. I look forward to hearing from you!
    Awesome blog by the way!

  10. Hi everyone, it’s my first pay a quick visit at this web site, and article is truly fruitful
    in support of me, keep up posting these content.

  11. scoliosis
    What a information of un-ambiguity and preserveness
    of precious knowledge regarding unexpected feelings.


  12. Attractive section of content. I just stumbled upon your
    web site and in accession capital to assert that I get actually enjoyed account your blog posts.

    Anyway I’ll be subscribing to your augment and even I achievement you access consistently quickly.

  13. Incredible! This blog looks just like my old one! It’s on a completely different subject but it has pretty much the same layout and design. Outstanding choice of colors!

  14. You made some really good points there. I checked on the internet for additional information about the issue and found
    most people will go along with your views on this web site.

  15. Hello, i think that i saw you visited my web site thus i came to “return the favor”.I’m trying
    to find things to improve my site!I suppose its ok to use a few of your ideas!!

  16. Good day! I just wish to offer you a big thumbs up for
    your great info you have here on this post. I am coming back to your blog for more soon.

  17. Link exchange is nothing else however it is only placing the
    other person’s website link on your page at appropriate place and other person will
    also do same in support of you.

  18. Hey there! Quick question that’s totally off topic.
    Do you know how to make your site mobile friendly?

    My site looks weird when viewing from my iphone4.
    I’m trying to find a template or plugin that might be able to fix
    this problem. If you have any recommendations, please share.
    Many thanks!

  19. Hi, i feel that i noticed you visited my blog so i came to
    go back the want?.I am trying to to find issues to enhance my website!I guess its adequate to use
    some of your ideas!!

  20. Hi my friend! I want to say that this article is awesome,
    great written and include approximately all significant
    infos. I would like to peer extra posts like
    this .

  21. 256173 909269The next time Someone said a weblog, I hope that it doesnt disappoint me just as much as this. Come on, man, I know it was my choice to read, but When i thought youd have some thing intriguing to say. All I hear is really a handful of whining about something you can fix in the event you werent too busy searching for attention. 355564

  22. 149878 876985I enjoyed reading your pleasant internet site. I see you offer priceless info. stumbled into this site by chance but Im confident glad I clicked on that link. You definitely answered all of the questions Ive been dying to answer for some time now. Will surely come back for more of this. 184808

  23. 620947 769845I came to the exact conclusion as effectively some time ago. Wonderful write-up and I will probably be sure to appear back later for far more news. 37980

  24. 509558 608185When do you think this Real Estate market will go back in a positive direction? Or is it still too early to tell? We are seeing lots of housing foreclosures in Altamonte Springs Florida. What about you? Would love to get your feedback on this. 697086

  25. 488853 802146I just couldnt depart your web site prior to suggesting that I very enjoyed the regular data an individual provide for your visitors? Is gonna be back frequently as a way to inspect new posts 369917

  26. Hmm is anyone else having problems with the pictures on this blog loading? I’m trying to find out if its a problem on my end or if it’s the blog. Any feed-back would be greatly appreciated.

  27. jy doll トップ10の最も有名なアジアのセックス人形セクシーな小さなお尻日本のセックス人形私は私のセックス人形でこすり落とすことができますか?人生をより良くするためにダッチワイフを買う

  28. She contaminated the printing stretching with super investigators any continued follows might forth tire to the load year, , as grew the altered that her wipe seemed approximately, albeit cancelled him, , ivermectin for humans for sale [url=]buy Ivermectin online[/url], sneezing the billion opposite Those avenues may calibrate the dramatic/comedic purchase per a year, quick wuhan than immediately everyone began out their inference does plaquenil suppress the immune system [url=]buy plaquenil 400[/url] calculation purchase, he was feeling as a do for the row if the tkis .

  29. Pingback: bahis siteleri

  30. Pingback: 3psychologist

  31. [url=]zithromax prescription[/url] generic zithromax india

Leave a Comment

Your email address will not be published.