A customer has left two stars about a late delivery. You know you need to reply, and you’ve been staring at the empty box for ten minutes.
A good reply protects the effort you’ve made to get 5 Star Google Reviews, and you don’t have to write it from scratch. Below are eight templates for the complaints we see most. Each one follows the same four-part shape, so once you’ve used a couple, you’ll be able to write your own.
We draft replies like these with clients at BuyReviews. Change the details so each one sounds like you.
What should every negative review reply include?
Four things, in order. Thank the customer. Name the specific problem. Say what you’ve done or will do. Give a direct way to contact you.
Keep it to three or four sentences. In our experience, replying within a day works better than waiting for the perfect wording, and short replies read as more sincere than long ones.
Which template fits your situation?
What do you say when you got it wrong?
Thank you for telling us, [Name]. You’re right, we [what went wrong], and I’m sorry. We’ve [what you changed] so it doesn’t happen again. Please call me on [phone number] so I can make this right.
What do you say about a long wait or delay?
Thanks for the feedback, [Name]. Waiting [length of delay] with no update isn’t the service we want to give, and I apologise. We now [new process, such as calling ahead when we’re running late]. I’d welcome the chance to do better. You can reach me on [phone number].
What do you say when the complaint is about price?
Thank you for your review, [Name]. I understand price matters, and I’m sorry the cost came as a surprise. Our quote covered [what the price includes, such as parts, labour and warranty]. I’m happy to go through the invoice with you. Please call me on [phone number].
Don’t defend the number itself. Explain what it covers and offer to talk.
What do you say when a customer says staff were rude?
Thank you for raising this, [Name]. I’m sorry you were made to feel that way. That’s not how we want anyone treated, and I’ve spoken with the team about it. I’d like to hear more so we can put it right. Please contact me on [phone number].
Never name the staff member in public, and never blame them there.
What do you say when you see it differently?
Thanks for your feedback, [Name]. I’m sorry you left unhappy. Our records show [your side, in one neutral sentence], but I can see how it may not have been clear at the time. I’d like to talk it through with you. Please call me on [phone number].
Give your side once. A second sentence of defence starts an argument.
What do you say to a low rating with no comment?
Thank you for your rating. I’m sorry your experience wasn’t better. Please get in touch on [phone number] or [email] so we can understand what went wrong and fix it.
What do you say when you can’t find the customer?
Thanks for your review. We’ve checked our records and can’t find a booking or purchase under this name. We’d like to understand what happened, so please contact us on [phone number] or [email].
This wording shows readers the review may not match your business, without accusing anyone. If the person was never a customer, report the review as well.
What do you say when the review is for the wrong business?
Thanks for taking the time to leave a review. We think this may have been meant for a different business, as we don’t offer [service mentioned]. If we’ve got that wrong, please contact us on [phone number].
How do you post a reply?
You’ll need a verified Business Profile.
- Search your business name on Google while signed in to the account that manages your profile.
- Select Read reviews.
- Find the review and select Reply.
- Paste your template and fill in every bracket.
- Read it once aloud to check the tone.
- Post it.
If the situation changes later, you can edit your reply from the same place. Once a problem is fixed, we’d add a line saying so.
How do you make a template sound like you?
Change at least three things: the opening line, the description of the problem, and the fix. Use the words you’d use on the phone.
Customers scroll through replies. If the same paragraph appears under five reviews, they’ll assume nobody read the complaints. The template gives you the structure, and the specifics have to be yours.
What should you never put in a reply?
Leave out anything personal about the customer, including what they bought, where they live or details of their appointment. This matters most for health, legal and financial services.
Leave out offers. Google bans rewards for changing or removing a review, and “come back for 20% off” under a complaint looks like you’re paying for silence.
Leave out accusations. Even when you’re sure a review is fake, say you can’t find a record and report it. That’s the right way to remove fake Google reviews: select the three dots next to the review, then Report review.
What should you do after you reply?
Call the customer if you can, and fix the problem. Google says customers can update their review after reading your reply, and some do once things are sorted.
Then keep new reviews coming. On a computer, open your Business Profile, select Read reviews, then Get more reviews, then Copy. Google provides this link, so you don’t need a Google review link generator. Ask every customer in person and send the link the same day, by text or with a short review request email template.
BuyReviews can handle that part. You share your customer list, we send the requests and reminders, and your customers write their own words. It’s how we help clients get Google reviews that sit alongside the odd complaint, and how we improve Google reviews over time. Good replies and steady new reviews are how to get more Google reviews working for you, and they’re the basics of online reputation management in Australia.
Frequently asked questions
Is it OK to use templates for review replies?
Yes, as a starting point. A template gives you the structure so you’re not staring at a blank box. Change the details every time: the customer’s name, the specific problem and what you did about it. Replies that are pasted word for word under several reviews look careless, and customers notice.
How do I respond to a negative review about price?
Don’t defend the number. Thank them, say you understand price matters, and explain briefly what the price includes, such as parts, warranty or travel. Offer to go through the invoice with them by phone. Future customers reading it will see a business that’s open about its pricing, which is the goal.
Should every reply include an apology?
Most should include some form of sorry, but it doesn’t have to admit fault. If you got it wrong, apologise for the specific thing. If you didn’t, ‘I’m sorry you left unhappy’ is honest and fair. The exception is a review from someone who was never a customer, where a polite query is enough.
Should I include my phone number in a reply?
Yes, give a direct business number or email, so the customer can reach someone who can fix the problem. It also shows readers you’re willing to talk. Use a business line, not a personal mobile, and never include the customer’s own details or anything about their booking in the reply.
Can I use the same reply for every bad review?
No. Each complaint is different, and an identical reply under five reviews tells customers nobody read them. Keep the same four-part structure, but change the wording and the specifics each time. If you find yourself writing the same apology often, that’s a sign the underlying problem needs fixing.
What should you do next?
Pick the template that matches your newest unanswered review, fill in the brackets, and post it today. When you respond to negative Google reviews quickly, the damage stays small.
Then balance the picture. Send BuyReviews your customer list and we’ll help you get Google reviews from the many customers who were happy with your work.
