Best Responses for Bad Reviews: 20 Templates to Copy & Paste

According to reviewtrackers.com, Customers don’t trust companies with lower than 4-star ratings, and the most common filter applied is to see only companies with 4-star ratings and higher. That means that even one bad review can undo all of your hard work, so knowing how to respond to them is a vital tool in your small business toolbox.

There’s no need to panic, though! A bad or negative business review isn’t final! Better still, new and prospective customers will actively be looking at how your business responds to criticism, so this is your chance to prove to them that you have you’re a trustworthy business that they can rely on.

If you’re not sure where to start when it comes to writing the perfect response to a bad comment or negative review, we’ve got you! We’ve pulled together these templates that you can copy and paste to get you started - make sure to delete and amend the information as necessary to give your reply that personal touch. Click the links below to jump straight to the right templates for your business.

Templates to respond to negative patient reviews in the healthcare industry

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with our business. We’re sorry to hear that it hasn’t met the expected standards of care that we strive to provide to all of our customers. Please can you contact us directly via [[Insert your contact details here]] so that we can find a resolution together?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with [[insert your business name here]]. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please get in touch with us directly via [[Insert your contact details here]].

Templates to respond to negative reviews in the beauty industry

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with our [[insert business name here]]. We want our customers to leave our salon feeling better than when they walked in, and we are sad to hear that this wasn’t your experience this time around. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with [[insert your business name/specific product or service here]]. Our customer satisfaction is important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please get in touch with us directly via [[Insert your contact details here]].

Templates to respond to negative reviews in the hairdressing 

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience at [[insert business name]]. We’re sorry to hear that you’re disappointed with the outcome of your treatment at our salon. We want our customers to leave our salon feeling better than when they walked in, and we are sad to hear that this wasn’t your experience this time around.  Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We want our customers to leave our salon feeling better than when they walked in. 

We’re saddened that [[insert situation]] has affected your overall experience with [[insert your business name/specific product or service here]]. This was a situation that was beyond our control. We will review our internal processes and work closely with the faulty party to ensure this doesn’t happen again. If you’d like to discuss this further, please get in touch with us directly via  [[Insert your contact details here]].

Templates to respond to negative reviews in the dental industry

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with our business. We’re sorry to hear that it hasn’t met the expected standards of care that we strive to provide to all of our customers. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with [[insert your business name here]]. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please get in touch with us directly via [[Insert your contact details here]].

Templates to respond to negative reviews in the landscaping industry

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with us. We’re sorry to hear that you’re not happy with the service you received from us. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with our landscaping service. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please contact us directly via [[Insert your contact details here]].

Templates to respond to negative reviews in the building industry

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with us. We’re sorry to hear that you’re not happy with the service you received from us. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with our builders. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please contact us directly via [[Insert your contact details here]].

Templates to respond to negative reviews about electricians

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with us. We’re sorry to hear that you’re not happy with the service you received from us. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with us. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please contact us directly via [[Insert your contact details here]].

Templates to respond to negative reviews about plumbers

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with us. We’re sorry to hear that you’re not happy with the service you received from us. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with us. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please contact us directly via [[Insert your contact details here]].

Templates to respond to negative reviews about decorators

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with us. We’re sorry to hear that you’re not happy with the service you received from us. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with us. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please contact us directly via [[Insert your contact details here]].

Templates to respond to negative reviews in the tech industry

Here’s a response to use for a customer who was unhappy with the level of care they received from your business:

Hello [[Insert customer name here if appropriate]], thank you for taking the time to share your experience with [[insert business name here]]. We’re sorry to hear that you’re not happy with the service you received from us. Please can you contact us directly via [[Insert your contact details here]] so that we can discuss this further in person?

Here’s a response to use for a complaint where your customer was unhappy with their experience, but your company was not at fault:

Hello [[Insert customer name here if appropriate]], thank you for contacting us today to share your feedback. We’re saddened that [[insert situation]] has affected your overall experience with us. Our customer satisfaction is really important to us, so we’d like to investigate this situation further to ensure that this doesn’t happen again. Please contact us directly via [[Insert your contact details here]].

Summary of Simple Advice to Reply to Bad Reviews

• A bad review can be bad for your business, but that doesn’t mean you can’t turn it into a positive outcome!
• New and prospective customers are looking at how you respond to your reviews and criticisms to help them decide whether they want to invest in your business. 
• A bad review isn’t final! A well-timed and sincere response from your business can give your customers peace of mind that your business is trustworthy.

Another great (and free) tool that can help drive new customers to your business is the ProvenExpert review hub. Have you set up your free profile yet? To find out more about how a ProvenExpert profile can benefit your business, visit <<INTERNAL LINK>>