# Review response generator https://salesbond.app/tools/review-response-generator/ Updated: 2026-11-07 # How to Respond to Negative Reviews: Review Response Generator Respond to a negative review in five steps: thank the reviewer by name, apologise for the specific problem, say what you have done about it, give a direct way to reach you and sign with your name. Build the reply below for seven situations, from slow service to positive reviews, and check it before you post. Free. Choose what the review is about and enter your business and the reviewer’s name. Pick starter sentences for each paragraph and change them to match what the reviewer actually wrote. The reply updates as you type; copy it into Google, Yelp, Tripadvisor, Trustpilot or any other review site. ## Example reply to a negative review A diner called Chris left a one-star review about waiting 40 minutes on a Saturday. The owner’s reply: Thank you for your feedback, Chris, and I am sorry that you had to wait so long. You are right that a 40-minute wait on a Saturday evening is too long. We have added a second person at the counter for our busiest hours. Next time you visit, ask for me and I will make sure you are looked after. Please contact me directly at sam@harbourkitchen.example so I can put this right. — Sam Rivera, Owner, Harbour Kitchen The reply has 78 words and passes all seven checks. ## Five steps to respond to a negative review 1. **Thank them by name.** It shows a person read the review. 2. **Apologise for the specific problem.** No excuses and no “but”. 3. **Say what you changed.** Readers want to know it will not happen to them. 4. **Take it offline.** Give a direct email or phone number instead of arguing in public. 5. **Sign with your name.** A reply from the owner or manager carries more weight. ## What not to write - Do not argue about the facts in public or blame the customer. - Do not share order numbers, health details or anything private. - Do not paste the same reply under every review. - Do not offer money in return for removing or changing a review. ## After you reply Ask happy customers for feedback regularly, and measure loyalty over time with the [NPS calculator](https://salesbond.app/tools/net-promoter-score-calculator/). Thank customers who leave great reviews or send you referrals with the [thank-you email template](https://salesbond.app/tools/thank-you-email-template/), and follow up on unresolved complaints with the [follow-up email template](https://salesbond.app/tools/follow-up-email-template/). ## Frequently asked questions ### How do you respond to a negative review? Reply within a day or two. Thank the reviewer by name, apologise for the specific problem without excuses, say what you have done or will do about it, and give a direct email or phone number to continue the conversation privately. Sign with your name and keep it short. ### Should I respond to every negative review? Yes, as long as it is about a real experience. A calm, specific reply shows future customers that you listen and fix problems, and some reviewers update their rating after being helped. Do not reply to spam or abuse; report it to the review site instead. ### What should you not say in a reply to a bad review? Do not argue, blame the customer, call the review fake or share their order details, health information or anything else private. Avoid copy-pasted replies: the same apology under every review tells readers nobody is listening. ### What if I think the review is fake? Reply politely that you cannot find a visit or order under that name and ask the reviewer to contact you privately with details. Then report the review through the site’s own process, such as flagging it in Google Business Profile, if it breaks the site’s rules. ### How do you reply to a positive review? Thank the reviewer by name, mention the specific thing they liked, pass the praise on to the team member they named and invite them back. Keep it to two or three sentences, and do not add a sales pitch. ### Is what I type stored or sent anywhere? No. The reply is built in your browser and the draft is saved only in this browser so you can come back to it. Nothing you type is sent to SalesBond or anyone else, and no AI reads it. Click Start over to clear it. Related tools: [NPS calculator](https://salesbond.app/tools/net-promoter-score-calculator/), [thank-you email template](https://salesbond.app/tools/thank-you-email-template/), [follow-up email template](https://salesbond.app/tools/follow-up-email-template/). More on sales and running a sales team on the [SalesBond blog](https://salesbond.app/blog/) and the [home page](https://salesbond.app/). ## Official sources - [Google Business Profile Help: Manage customer reviews](https://support.google.com/business/answer/3474050?hl=en) — how to read, reply to and report reviews on Google. - [Wikipedia: Customer review](https://en.wikipedia.org/wiki/Customer_review) — what customer reviews are and why they matter. **Updated on Nov 7, 2026.** This calculator is for information only and is not tax, legal or payroll advice. This is a template with starter sentences, not legal advice: only promise refunds or changes you will make, and follow each review site’s rules.