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Someone left you a bad review. Here's how to answer it.
Paste the review. You get three genuinely different replies you can post as-is, a straight read on what that person is actually upset about, and a warning about the mistake most owners make in the first sentence. Works on the good ones too.
Before you hit post
Fiverulesthatholdupeverytime.
The reply is not for the person who wrote the review. It is for the next forty people who read it while deciding whether to call you.
Never reply angry
Write it, then wait an hour. A defensive reply does more damage than the review did, and it stays up forever. If your first sentence starts with "Actually," delete it.
Answer the specific thing
"Sorry you had a bad experience" reads as a form letter and makes it look like there were plenty of others. Name what happened — the missed window, the cold food, the callback.
Take it off the platform
One concrete next step and a way to reach a human. Never negotiate money in public, and never ask them to take the review down — that alone can get your reply reported.
Answer the good ones too
Two sentences on a five-star review is the cheapest marketing that exists, and a listing where the owner replies to everyone reads as a business that is paying attention.
Speed counts
A reply inside 24 hours often gets the review edited or raised. A reply three weeks later gets nothing — the writer has moved on and the damage is already done.
Never argue the facts
You can correct the record once, calmly, in one sentence. Beyond that you are having a public fight with a customer, and nobody reading it takes your side.
Questions
Aboutthereplies.
Yes — no account, no email, no limit worth mentioning. It costs me a fraction of a cent per run, and the people who find it useful tend to be exactly the people who later want the whole thing automated.
No. The text goes to the model that writes the replies and is never written to a database or a log. Close the tab and it is gone.
You should post a reply you agree with. Read all three, take the one that sounds like you, change a word or two so it does. The tool is there to get you past the blank box, not to replace your judgement.
Only if it breaks the platform's rules — spam, a competitor, someone who was never a customer, profanity, or personal information. Genuine bad experiences stay up, and asking the reviewer to remove it usually makes things worse. Reply well and bury it under new reviews.
Correct it once, calmly, in one sentence, and let it go. Something like "we have no record of a visit on that date, but I would genuinely like to look into it — call the shop and ask for me." Future readers can tell the difference. Report it to the platform separately.
Ask every satisfied customer, in person, at the moment they say they are happy — and send a link so they never have to search for you. One bad review among forty good ones is invisible. One among four is your reputation.
Front Desk — review replies drafted for your approval, missed-call text-back, and a morning brief — is $500 setup and $250/mo, first month free, no contract.
Stop writing these yourself.
Tell me your trade and where your reviews come in. Front Desk drafts every reply for your approval, answers the calls you miss, and sends you one brief each morning. First month is free.