Handle a bad review calmly
A bad review isn’t the end. How you reply often matters more to new customers than the review itself.
Take a breath first
Don’t reply while you’re upset. Read the review again later and look for what really went wrong.
Check your records
Find the order, delivery or chat with this customer, so you know the facts before you answer.
Reply in public, politely
Thank them, say sorry for their experience, and keep it short. Never argue, insult or share the customer’s private details such as phone number or address.
Move the conversation to private
Give a phone number or WhatsApp line so you can sort it out directly.
Fix it, then follow up
If you solve the problem, the customer can edit their review. Many customers update their rating after a good fix.
Good to know
- We don’t remove reviews just because they are negative. If a review breaks our rules, report it instead.
- A few honest bad reviews with good replies can make your page look more trustworthy, not less.
Ready-made messages
Something went wrong
Hi [Customer name], we’re sorry about [the problem]. This isn’t the standard we aim for. Please message us on [phone or WhatsApp] so we can make it right. – [Your name], [Business name]
Late delivery
Hi [Customer name], we’re sorry your order arrived late. We’ve looked into what happened with the delivery. Please message us on [phone or WhatsApp] and we’ll sort this out for you.
Can’t find the order
Hi [Customer name], we’re sorry to read this. We couldn’t find an order under your name. Please contact us on [phone or WhatsApp] with your order details so we can look into it.