Google Review Response

Negative Review Response (1–2 Star)

For containing a low-rating public review without arguing the facts.

Template

Hi [name], thank you for the honest feedback.

We're sorry to hear about [specific issue they mentioned, stated plainly — no argument, no excuse]. That's not the experience we want anyone to have.

[One sentence on what you'd like to do about it — a fix, a refund, a next step — only if it's true.]

Could you email us at [contact] so we can make this right? We'd like to look into it directly.

— [Your name/role]

When to use it

Best for 1–2 star reviews: acknowledge fast, don't litigate the details publicly, move specifics to a private channel. Keep it under roughly 90 words — a long defensive reply reads worse than a short calm one.

Filled-in example

A fictional online shop replying to a 1-star Google review about a late, damaged delivery.

Hi Chris, thank you for the honest feedback.

We're sorry your order arrived four days late and with a crushed box. That's not the experience we want anyone to have.

I've refunded your shipping cost, and I'd like to check the product itself is okay.

Could you email us at help@example.com so we can make this right? We'd like to look into it directly.

— Dana, owner

How to customise it

1.Name the exact issue from the review so it is clear you read it.
2.Only include the “what we’re doing” line if the action has actually happened or is approved.
3.Use a real, monitored email address or phone number.
4.Sign with a real first name and role.

Mistakes to avoid

✕Arguing about what happened in public.
✕Copy-pasting the same reply on every negative review.
✕Promising a refund or investigation that doesn’t happen.
✕Sharing order details the reviewer didn’t mention.

Want a personalized version?

This template is a static starting point. Customer Review Responder generates a version written for your actual product, prospect, or review — no brackets to fill in yourself.

Open Customer Review Responder →