Do you have negative feedback and you are not sure how to reply?
Here are 10 replies you can use to appease negative reviews and protect your online reputation in the process.
Feel free to copy and paste these responses and use them in your review replies.
1.
Thank you for sharing your feedback, [Name]. We’re sorry to hear about your experience and appreciate you bringing this to our attention. We’d love the opportunity to make things right—please reach out to us directly so we can resolve this together.
2.
Hi [Name], we’re genuinely sorry to hear you weren’t satisfied. Your feedback helps us improve, and we’d appreciate the chance to learn more about what happened. Please send us a message or call us at [contact info] so we can make it up to you.
3.
Thanks for letting us know, [Name]. We strive to deliver a great experience but clearly missed the mark this time. We’d like to investigate this further—could you contact us with more details?
4.
We apologize for any inconvenience, [Name]. Your experience isn’t what we aim for. Please get in touch with us at [contact info], and we’ll do our best to resolve things quickly.
5.
Hi [Name], we appreciate your honest feedback. We’re always looking for ways to improve and would love to discuss your concerns in more detail. Please reach out to us so we can address this directly.
6.
Thank you for your review, [Name]. We’re sorry your visit didn’t meet expectations. We’re committed to making things right—let’s connect and see how we can help.
7.
We’re sorry to hear about your experience, [Name]. This isn’t typical of our business, and we’d like to learn more so we can prevent it from happening again. Please contact us at [contact info].
8.
Thank you for your feedback, [Name]. We value all our customers and are disappointed to hear about your experience. Please allow us to discuss this further and work toward a solution.
9.
Hi [Name], we take your concerns seriously and want to ensure your next experience with us is a positive one. Please reach out so we can address your issue personally.
10.
We’re grateful you took the time to share your thoughts, [Name]. We apologize for any disappointment and are eager to make it right. Let’s talk—please contact us at your convenience.
Remember to remain positive and invite the customer to discuss the matter offline.
It is good practice to have an offer for customers that leave negative feedback. It might be a discount or a free meal. The key is to tell them that you have listened to their complaint and explain how things will be different next time. Negative feedback can become an opportunity to win back a customer.