How to reply to a 1-star review
Your reply is for the next customer reading it, not for the person who wrote the review. Stay calm, answer once, and take the rest offline.
Before you reply
Reply from business.google.com › Read reviews, then the reply button next to the review. Your reply shows as the business, the reviewer gets a notification, and Google checks it before it goes up (usually within 10 minutes, sometimes up to 30 days). Angry? Wait an hour. You can always edit it later.
The 4-part reply
- Thank them by name. Short and real.
- Own the fair part. Apologize for what actually went wrong. Don't take blame for what didn't.
- Say what you're doing about it. One line.
- Take it offline. Give a phone or email and your name, so the rest happens in private.
4 replies to copy
Hi [Name], thank you for telling us. You're right, we [showed up late], and I'm sorry. That's not how we want to treat anyone. I've [changed how we schedule jobs] so it doesn't happen again. I'd like to make this right. Please call me directly at [phone]. [Your name], owner
Hi [Name], thanks for posting. We checked and can't find a job or visit that matches this, and the details don't sound like our business. It may have been meant for another company. If we did work with you, please call me at [phone] so I can sort it out. [Your name], owner
Hi [Name], I'm sorry this was frustrating. You're right that [the wait was too long], and that part is on us. We're [adding a second person on Saturdays]. Some of the rest isn't how we remember it, and I'd rather talk it through than argue here. My direct line is [phone]. [Your name]
We take every review seriously. We can't find any record of this customer or this job, and we've reported the review to Google. If we've made a mistake, please call [phone] and we'll look into it right away. [Your name], owner
Only say “no record” after you actually check. A false accusation against a real customer can break the FTC's review rule.
Never say
No last name, address, what they paid, or what you did at their house. Google says never share a reviewer's private info.
No sarcasm, no calling them a liar, no point-by-point fight.
Never trade a refund, discount or freebie for deleting or changing the review. Google bans it. Fix the problem because it's a problem, with no strings.
No threats to sue. The FTC's review rule bans groundless legal threats and intimidation used to get a review removed.
Medical, dental, chiro, therapy or med spa? Be extra careful.
Health privacy law (HIPAA) can apply to review replies. Don't confirm the person was a patient, and never mention treatment, visits or bills. In 2019 a Dallas dental practice paid $10,000 to settle with the U.S. Department of Health and Human Services after it shared patient info in replies to Yelp reviews.
Thank you for your feedback. Privacy rules don't let us discuss anyone's care online, but we'd like to hear more. Please call our office at [phone] and ask for [Name].
This isn't legal advice. If you're not sure, ask whoever handles your HIPAA compliance.
How to report a fake review
Google only removes reviews that break its rules, like fake reviews, spam, or a conflict of interest. A bad review you disagree with stays up.
- Go to business.google.com › Read reviews.
- Next to the review, tap Report.
- Pick the reason that fits, like Spam.
- Tap Send report.
Google says checking takes several days. See where it stands in the Reviews Management Tool. If it says Report reviewed - no policy violation and you disagree, you get one appeal there, for up to 10 reviews at once.
Someone threatening bad reviews unless you pay? That's an extortion scam. Google has a separate way to report it, linked at the top of its “Report inappropriate reviews” help page.
Reply calmly while you wait. The report and your reply are separate, and readers will see your reply either way.
Want a hand with your reviews?
On a free call we'll look at your reviews together and set up a simple way to ask every customer for one.
Book a free call with NexisWant a free check of your website and Google profile?
Message @getnexis on Instagram, or call or text (631) 335-1251.