How to Respond to Negative Reviews in 10 Positive Ways + Examples
You’ve just checked your business’s latest reviews, and there it is—a one-star review staring back at you. Maybe a customer was unhappy with your service, felt ignored, or had unrealistic expectations. Either way, their frustration is now public for potential customers to see.
At this point, you have two choices: ignore it and hope it goes away (spoiler: it won’t), or take control of the situation and respond in a way that protects your reputation, reassures future customers, and maybe even wins that unhappy customer back.
Negative reviews can feel personal, frustrating, and sometimes unfair—but how you handle them says more about your business than the complaint itself.
In this guide, we’ll walk you through exactly how to respond to negative reviews in a way that turns criticism into an opportunity and shows customers that your business is professional, responsive, and committed to improvement.
Let’s dive in.
Should You Respond to Negative Reviews?
Yes. Ignoring negative reviews won’t make them disappear—in fact, it can do more harm than good.
Studies show that 94% of consumers avoid a business after reading bad reviews, meaning a few bad comments could be driving away potential customers and hurting your revenue.
Responding shows that you care about customer feedback, are willing to address issues, and are committed to improving. Plus, a well-handled response can actually boost your reputation and even win back customers.
At the very least, it reassures future customers that you take concerns seriously and strive to make things right.
What are the Best Ways to Respond to Negative Reviews?
If you’re looking for the best ways, then you should let them know you hear them, use their name when responding, and apologize sincerely. That’s the top three. But if you want to know more, we encourage you to keep reading below.
1. Let Them Know You Hear Them
When people leave a negative review, they’re usually looking for one thing: to be heard.
Ignoring or dismissing them only fuels frustration. Acknowledging their concerns—even if you can’t immediately fix the issue—goes a long way in de-escalating the situation.
Example: A Law Firm Client Feels Uninformed
A client leaves a 2-star review saying:
“I hired this firm for my case, but I barely got any updates. I had to keep following up, and it felt like I was left in the dark.”
Bad response:
“We provide updates as needed, but legal cases take time. Please be patient.”
Better response:
“Hi [Client’s Name], we’re really sorry that you felt uninformed during your case. We understand that legal matters can be stressful, and keeping our clients updated is something we take seriously. We’re currently reviewing our client communication process to ensure more timely updates in the future. I’d love to discuss this further and see how we can make it right—please feel free to call me directly at [contact info].”
This response validates the concern, acknowledges room for improvement, and reassures the reviewer that the firm is working to do better.
SurgePoint’s review management system makes sure you never miss a review by sending real-time alerts and helping you respond faster.
2. Use Their Name to Make It Personal
Ever notice how being addressed by name in a conversation feels more engaging? The same applies to review responses.
A study found that when businesses personalize their responses, customers are more likely to reconsider their negative perception of the company. Personalization makes the customer feel like they’re talking to a real person, not just getting a copy-paste reply.
Example: A Dental Patient Had a Long Wait Time
A patient leaves a review saying:
“Waited 45 minutes past my appointment time. My time is just as valuable as yours. Won’t be coming back.”
Bad response:
“We do our best to see patients on time, but sometimes delays happen.”
Better response:
“Hi [Patient’s Name], I completely understand how frustrating it is to wait longer than expected for an appointment, and I sincerely apologize for the delay. We respect your time, and we’re actively working on scheduling improvements to minimize wait times. I’d love the chance to make it up to you—please feel free to reach out so we can discuss a solution that works for you.”
This response makes it personal and sincere while showing an effort to improve.
Our referral and engagement tools help businesses build stronger relationships by encouraging happy customers to share their experiences, leading to more authentic word-of-mouth marketing.
3. Apologize Sincerely
A fake or defensive apology does more harm than good. If you’ve ever received a half-hearted “We’re sorry you feel that way” response, you know how frustrating it is.
The Service Recovery Paradox (again) reinforces that a well-handled complaint can actually make customers more satisfied than before.
A real apology acknowledges what went wrong and expresses a genuine commitment to improvement. This isn’t just about being nice—it’s backed by psychology.
Example: A Medical Office Staff Seemed Unfriendly
A patient writes a review saying:
“The front desk staff was rude and dismissive when I asked a question. Made me feel like I was a burden just for checking in.”
Bad response:
“Our staff is highly trained and professional, but we’ll take your feedback into consideration.”
Better response:
“Hi [Patient’s Name], I’m really sorry that you didn’t feel welcomed by our front desk team. That’s not the experience we want for any of our patients, and I appreciate you bringing this to our attention. We’re currently retraining our team on patient communication to ensure everyone feels valued and respected. If you’d like to discuss this further, I’d love to connect—please feel free to reach out.”
This response acknowledges the issue, apologizes sincerely, and shows action being taken.
4. Take Responsibility Where It Makes Sense
Trying to shift blame or avoid responsibility is a quick way to lose credibility. If your business messed up, it’s better to own it.
Customers appreciate honesty, and studies show that businesses that take responsibility for their mistakes and work toward solutions are seen as more trustworthy.
On the flip side, companies that get defensive or argumentative in responses usually make things worse. Transparency builds trust, and trust leads to loyalty.
Example: A Med Spa Treatment Didn’t Meet Expectations
A client leaves a negative review saying:
“I paid a lot for a facial here, but I didn’t see any results. Waste of money.”
Bad response:
“Results vary from person to person, and we can’t guarantee results for every client.”
Better response:
“Hi [Client’s Name], I’m really sorry to hear that you weren’t happy with your treatment. While skincare results can vary, we always want our clients to leave feeling satisfied. I’d love to invite you back for a complimentary consultation so we can assess your skin and recommend a personalized approach that better fits your goals. Please reach out so we can set this up.”
This response doesn’t argue with the customer—it acknowledges their frustration and offers a solution.
SurgePoint’s AI-powered insights help businesses pinpoint common complaints and track customer sentiment, allowing them to take proactive steps to improve customer satisfaction and reduce future negative reviews.
5. Explain What You’re Doing to Fix It
Saying “we’re looking into it” isn’t enough—people want to know how you’re addressing their concern.
Research suggests that transparency and problem-solving increase customer trust, making them more likely to stick around even after a bad experience.
This not only reassures the reviewer but also shows future customers that your business takes feedback seriously. Customers appreciate businesses that admit faults and show tangible efforts to improve.
Example: A Plumber Left a Mess After a Repair
A homeowner leaves a review saying:
“The plumber fixed the leak, but left a mess behind—dirty footprints everywhere and didn’t clean up after themselves.”
Bad response:
“Our plumbers do their best to leave homes clean, but we can’t always guarantee perfection.”
Better response:
“Hi [Customer’s Name], I truly appreciate your honest feedback, and I’m really sorry that our technician didn’t leave your home as clean as we should have. We take pride in our work, and we’re now implementing a ‘leave no trace’ policy to ensure our team cleans up after every job. I’d love to offer a small discount on your next service to make up for this—please reach out if you’re interested.”
This response acknowledges the problem, explains the improvement, and offers a resolution.
With SurgePoint’s repeat customer engagement tools, businesses can follow up with customers after resolving a complaint, ensuring they’re satisfied and reducing the chances of a follow-up negative review.
6. Offer a Way to Make Things Right
Sometimes, a sincere apology isn’t enough—people want to see action.
Offering a practical solution, whether it’s a refund, replacement, or another form of resolution, shows that you’re serious about customer satisfaction.
That’s huge! People don’t always expect perfection, but they do expect accountability.
Even if you can’t give them exactly what they want, suggesting a reasonable solution can leave a much better impression than doing nothing.
Example: A Landscaping Job Didn’t Meet Expectations
A customer leaves a 2-star review saying:
“Hired them to redo my backyard, but the grass started dying within two weeks. I followed the care instructions, but now it looks terrible. Not happy with the result.”
Bad response:
“We provide high-quality landscaping, but we can’t guarantee how the grass will grow after installation.”
Better response:
“Hi [Customer’s Name], I’m really sorry to hear that your lawn isn’t thriving the way it should. We take pride in our work, and we’d love to make this right. Our team can stop by to assess the issue and see if there’s a solution, whether it’s reseeding certain areas or offering a soil treatment at no extra cost. Please reach out so we can get this resolved for you!”
This response acknowledges the problem and proactively offers a solution without immediately shifting blame.
7. Move the Conversation Off Public Forums
Public back-and-forth arguments with customers? Bad look.
While responding to negative reviews publicly is important (because others will see how you handle it), trying to resolve a complex issue in the comments section isn’t always the best move. Instead, acknowledge the complaint publicly, then offer to continue the conversation privately via email, phone, or direct message.
This allows for a more productive and personalized resolution while keeping things professional.
Example: A Client Is Upset About Legal Fees
A client writes a review stating:
“I was shocked by my final bill. I was not expecting all these extra charges. Feels like they just added fees to pad the bill.”
Bad response:
“Our pricing is transparent and listed in our contract. Please review the agreement you signed.”
Better response:
“Hi [Client’s Name], I understand that unexpected costs can be frustrating, and I appreciate you bringing this to our attention. We always aim for transparency in our pricing, and I’d be happy to go over the details with you. Please give us a call at [contact info] or email [email] so we can clarify any concerns and find a resolution together.”
This response shows empathy and moves the conversation offline while maintaining professionalism.
8. Reply in a Thoughtful Way
No one likes getting a copy-paste response—it just makes customers feel like their concerns don’t matter. A thoughtful, customized reply shows that you actually read their review and care about their experience.
This study found that the tone and wording of a company’s response to negative reviews significantly influence how other potential customers view the business.
In other words, even if you can’t win over the person who left the review, a well-crafted response can reassure future customers that you take feedback seriously and are willing to improve.
Example: A Patient Had a Painful Dental Procedure
A patient posts a negative review:
“Had a filling done here, and the dentist was rough. It was painful, and I didn’t feel like they cared about my discomfort. Won’t be coming back.”
Bad response:
“We provide professional dental services and take patient comfort seriously. Sorry if you had a bad experience.”
Better response:
“Hi [Patient’s Name], I’m truly sorry to hear that your experience wasn’t as comfortable as it should have been. We strive to provide gentle and compassionate care, and I’d love to understand more about what happened so we can improve. If you’re open to it, please call us at [contact info]—I’d love to personally ensure your next visit is a much better experience.”
This response feels thoughtful and personal, showing a genuine effort to improve.
9. Respond in a Timely Manner
Speed matters. If you take too long to respond, customers may feel ignored or assume you don’t care. Over 50% of consumers expect a response to a negative review within a week, and a third expect a reply within three days or less.
When businesses respond quickly, they show they’re actively listening and willing to resolve issues promptly.
A good rule of thumb? Aim to reply within 24-48 hours.
Even if you don’t have a full resolution yet, acknowledging the review quickly can go a long way in calming an upset customer.
Example: A Client Had a Bad Botox Experience
A client leaves a 1-star review saying:
“Got Botox here, and I don’t see any difference! I wasted my money.”
Bad response (posted two weeks later):
“Sorry to hear that! Contact our office if you’d like to discuss.”
Better response (posted within 24-48 hours):
“Hi [Client’s Name], I completely understand your frustration, and I appreciate your feedback. Botox results typically take up to two weeks to fully set in, but if you’re not seeing the results you expected, we’d love to have you back for a complimentary follow-up consultation. Please call us at [contact info] so we can help you get the outcome you’re looking for.”
By responding quickly, the business shows that it values customer concerns and is actively engaged in resolving them.
10. Invite Them Back for a Better Experience
If you’ve resolved the issue, don’t be afraid to invite the customer back to try your business again.
It’s a simple yet effective way to show confidence in your service and let them know their experience matters to you. People remember how you make them feel, and a well-handled complaint can leave a lasting positive impression.
A polite “We’d love to make it up to you—please give us another shot!” can sometimes work wonders.
Example: A Leak Wasn’t Fully Fixed
A homeowner writes a review:
“Hired them to fix a leaky pipe. It seemed fine at first, but a week later, the leak was back. Not happy!”
Bad response:
“Leaks can sometimes reoccur. Call us if you need another appointment.”
Better response:
“Hi [Customer’s Name], I’m really sorry that your issue wasn’t fully resolved. That’s not the level of service we aim to provide, and I’d love the chance to make it right. We’d be happy to send a technician out for a free follow-up inspection to ensure the repair holds this time. Please call us at [contact info] so we can get this taken care of for you.”
This response not only takes responsibility but also encourages the customer to return and give the business another chance.
How Can I Prevent Negative Reviews from Hurting My Business?
You can’t stop negative reviews entirely, but you can make sure they don’t define your business.
The key is getting happy customers to share their experiences too—because let’s be real, people are way more likely to leave a review when they’re upset than when they’re satisfied.
That’s where SurgePoint’s automated review request system comes in.
How SurgePoint Can Help Businesses Prevent Getting Negative Reviews
Negative reviews can be a headache, but SurgePoint helps businesses stop them before they happen by making it easy to collect positive feedback, address concerns early, and keep their reputation strong.
With automated review requests, you can remind happy customers to leave a review right after a great experience—so their voices don’t get drowned out by the occasional unhappy one. AI-powered insights help spot common complaints before they turn into bigger issues, giving businesses a chance to fix things proactively.
SurgePoint also redirects customer frustrations to private channels, so you can handle problems directly instead of them ending up as a public one-star review. Plus, automated follow-ups keep customers engaged after a visit or purchase, showing them you care and making them less likely to vent online.
By using these tools, businesses can build a steady stream of positive reviews, improve customer satisfaction, and keep negative feedback from defining their brand.
Final Thoughts
Managing negative reviews doesn’t have to be a stressful process—with the right tools and strategies, you can turn them into business opportunities.
By using SurgePoint’s review management tools, businesses can respond to reviews faster, encourage satisfied customers to leave positive feedback, and leverage customer insights to improve their overall operations and customer experience.
If you’re interested in more topics like this, check out our blog! You’ll find discussions on “What is Reputation Marketing,” “How to Ask for a Review Properly,” and plenty more.
At the end of the day, customers don’t expect perfection—but they do expect businesses to listen, respond, and improve. Wouldn’t you?
We hope this helped you gain a better understanding of the topic, and we look forward to having you back for our next article. Take care!
