25 Answers you can use for a negative review

Here's a list of 25 responses you can use when you're not sure how to respond to a disgruntled customer's negative review. For future reference, remember to save this article as a favorite!

1. Apologize and offer a solution

   "Dear [customer name], we are very sorry and sincerely apologize for [review detail]. Please contact us at [contact information] so we can make it right."

2. Listen to

   "Dear [customer name], we would like to know more about what happened. Please contact our [staff title, staff name] at [contact information] to tell us about your experience and allow us to take appropriate action."

3. We did not meet your expectations

   "Thank you for sharing this sincere feedback, [customer name]. We apologize for not meeting your expectations. Our team is working to prevent [review detail] from happening again."

4. Validation

   "Dear [customer name], Thank you for bringing [review detail] to our attention - it is unacceptable and we apologize that you had to deal with it. Please contact us at [contact information] so we can make it right."

5. Taking responsibility with a personal touch

   "Hello [customer name], my name is [name] and I am [title/staff role]. I know your situation and I apologize for the inconvenience. I am personally working to resolve [problem/review detail]. Please contact me at [contact information], I would like more details about the incident."

6. Loosen the tension

   "Oh no, thank you for bringing this to our attention [client name] - it was far from our usual standards of service. Can we have a second chance to make it right?"

7. Help us to improve

   "Dear [customer name], thank you for sharing your experience. This is not how we want to run our business. We are making changes to ensure that [review detail] does not happen again. We appreciate your feedback, as it helps us improve and ensure you have a better experience next time."

8. Peace offering

   "Hi [customer name], we're sorry for the inconvenience - it doesn't usually happen. To make up for it, here is a discount on [product/service]: [link for offers/discounts]."

9. Admit the error

   "Dear [customer name], we made a mistake. We appreciate your honest feedback about [issue] and apologize for how things turned out. If you would be willing to give us another chance, we would love to offer you the [experience/product] you deserve."

10. Grateful for the feedback

    "Dear [customer name], Thank you for bringing this issue to our attention. We could not improve our service without people like you providing us with honest feedback. Please know that we are already taking care of the problem."

11. Thank you for your time

    "Thank you for sharing this experience with us, [client name]. Details like these are vital to understanding how we can improve next time. If you have additional suggestions on how we can improve your experience, please feel free to contact us at [contact information]."

12. Politely explain why

    "Hi [customer name], we apologize for the misunderstanding. We would like to fulfill [customer request/suggestion], but the reason we cannot is [more details]. We appreciate your understanding and hope to serve you again."

13. Admit when you don't measure up

    "Thank you for bringing this issue to our attention, [customer name]. We pride ourselves on maintaining the highest quality standards for our customers, but this time we did not succeed. [Business reason for the error]. We hope you will give us the opportunity to discuss this with you further. Please contact us at [contact information]."

14. We would like you to love him too

    "Dear [client name], We love what we do and would like you to be excited about it too. We would like to know in detail what went wrong so that we can take better care of you in the future. Please contact us at [contact information] and let us make it right."

15. Explain, but don't blame

    "Hi [customer name], [business reasons for the error] led to this error. That being said, we take full responsibility for what happened and want to rectify it. Please contact us at [contact information] and allow us to recover."

16. We will strive to do better

    "Dear [customer name], we are very sorry to learn that your experience was less than satisfactory; we will certainly strive to do better! We apologize for the inconvenience and sincerely hope you will give us another chance to earn your trust."

17. We could not improve without you

    "We could not grow without feedback like yours, [customer name]. Although saddened by your experience, we are grateful for your feedback. We can then work to prevent [review detail] from happening again."

18. Any other needs, let us know

    "Dear [customer name], Thank you for sharing your experience with us at [company name]. We are working to resolve [problem/review detail] immediately. If there is anything else we can help you with in the meantime, please contact us at [contact information]."

19. Express concern

    "Dear [customer name], Your review concerns us and we would like to know more about your experience. Please call [phone number] to speak with [name/team] so we can learn more."

20. Keep them updated

    "[Customer name], thank you for bringing this issue to our attention. We have taken the following steps to ensure that it does not happen again: [insert action taken]."

21. On behalf of the team.

    "Dear [customer name], Thank you for the sincere feedback. Please allow me to apologize on behalf of the [company name] team. How can we make it right?"

22. How can we improve?

    "[Customer name], we appreciate you sharing your experience with us. We would like to get in touch with you to see how we can improve your experience next time. Please contact us here [link contact page]."

23. Us vs. the problem

    "Hi [customer name], thank you for contacting us. We understand how frustrating it can be when [review detail] occurs - it causes problems for us as well. We are currently [insert steps you are taking] to resolve this issue for both parties."

24. Take the conversation offline

    "Thank you for sharing your experience with us. We are very sorry for the inconvenience. We are aware of [review detail] and will contact you personally to resolve everything."

25. Ask for clarification

    "Dear [customer name], We are sorry to learn that we did not meet your expectations. We would like to know more about the problems you experienced so that we can solve them. Please contact us at [contact information], we would like to help you."

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