😬 Handling Bad Reviews
Reply when it helps. Let silence speak when it won't.
If you think the review violates Google's rules, flag it so it will be removed, see our guide about Flag Inappropriate Reviews
📌 Why It Matters
A calm, thoughtful reply can turn a bad review into a win. But some reviews are better left alone.
The goal: show future customers that you're fair, professional, and care without over-explaining.
✅ When to Reply
- 👎 Constructive criticism
- 😕 Customer had a real issue
- ❗ Misunderstanding you want to clarify
- 📣 Reviews that are recent or visible
❌ When Not to Reply
- 💢 Pure rants or personal attacks
- 🤖 Spammy or irrelevant comments
- 💬 Vague 1⭐ with no context
- 🕰️ Reviews from long ago that no one's reading
🧭 How to Reply (When You Do)
- Stay calm and polite
- Use Professional tone
- Acknowledge, clarify, and offer to help (if appropriate)
- Keep it short. Don't argue.
- Optional: Invite them to contact you privately
🤖 Let AI Help You Say the Right Thing
- Unsure how to respond?
Our AI can suggest a calm, professional reply — just click Generate AI Reply and choose a tone. - You can tweak the response or post it as-is.
- It's especially helpful for sensitive, mixed, or emotionally charged reviews where wording matters.