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.

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