How to reply to a negative Google review
Reply within a day or two, thank them, acknowledge the specific problem without arguing, and move the conversation offline with a name and a direct way to reach you. Keep it short, never share details of their visit or account, and never offer anything in exchange for changing the review. The reply is for the next customer reading it as much as for the reviewer.
Who the reply is really for
The unhappy customer may never read it. Every prospect who opens your listing will. A calm, specific reply under a one-star review often builds more trust than another five-star review above it.
A four-part reply
- Thank them for taking the time.
- Name the problem in one line, without excuses: "the technician arrived three hours late".
- Say what changes, if something does.
- Take it offline: a person's name and a direct phone or email.
Example: a service business
Thanks for telling us, Mark. Waiting three hours past the window you were
given isn't acceptable, and we've changed how we confirm arrival times.
I'd like to make this right: please call me directly at (555) 010-0000.
– Dana, ownerExample: a healthcare practice
Thank you for your feedback. We take every concern seriously and would
like to understand what happened. Please call our office manager, Priya,
at (555) 010-0000 so we can talk it through privately.Notice what the second example leaves out: it doesn't confirm the reviewer was a patient or mention any visit. Health practices in the US have to protect patient information even in public replies.
What never to write
- Details of their order, visit, account or history.
- Blame ("as you'd know if you had read the contract…").
- An offer of a refund or discount in exchange for editing or removing the review. Review gating and incentives break Google's policy, and the FTC's 2024 rule on fake reviews makes buying or suppressing reviews a federal matter.
- A copy-pasted template on every review. Readers notice.
Reviews that break the rules
If a review is spam, from someone who was never a customer, off-topic, or contains hate speech or personal information, you can flag it from your Business Profile. Google decides on removal. Reply to it anyway while you wait, briefly and politely.
Keep an eye on the count
The free Check-Up counts your one and two star reviews and shows how many still have no owner reply, next to the businesses ranked above you.
Check this on your own business
The free 60-second Check-Up reads your website and Google profile and shows where you stand on this: Low ratings answered, Review pace, Rating. Public data only, no login, no card.
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See how it works →Questions
Should I reply to every negative review?
Yes. An unanswered one-star review looks like nobody is listening. Reply to positive ones too, briefly.
Can I get a bad Google review removed?
Only if it breaks Google's content policy, for example spam, fake engagement, off-topic or offensive content. Flag it; Google decides.
How fast should I reply?
Within a day or two. A quick reply shows the listing is looked after.