ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

How to Respond to Negative Reviews

Updated on July 18, 2019

There isn’t a business that enjoys receiving a bad online review. Usually, when you see a negative review about your company, your first reaction might be to take the review’s comment and low-star rating as a personal insult.

However, taking it personally isn’t the best path for dealing with negative reviews. Getting angry or upset will not solve your issues. 58% of customers will only use a company if it has 4 or more stars, so it's more critical than ever to make sure that your online reputation is a shining representation of your company, and that negative reviews are kept to a minimum.

Decide whether the review needs a response

Sometimes negative reviews aren’t bad at all, while other times, they’re outright vicious. Reviews which are factual yet negative and include minor complaints can be ignored. If you feel you must post something, keep it short, thank them for their feedback and leave it at that.

However, sometimes you’ll have that person who really seems to go out of their way to make your day miserable. They write in all caps, don’t bother to use their real name, have plenty of typos, etc. In these cases you have to decide on your course of action based on whether the review is inappropriate:

  • If they’re saying something false, there’s not much that can be done to fix the situation.

  • If there is partial truth to their review, and some wrongdoing on your part, you may need to reply.

  • If what they said was true and is a genuine concern – respond.


There is no point in acknowledging an issue if you aren't going to give an apology. Again, even if you believe the customer is wrong, you should always take the high road by apologizing. Not only does this appease the client but it also shows others that you care about providing high-level service. Here is an example of how you should respond:

“We sincerely apologize that our service didn’t satisfy your expectations. We created a high standard for our business and are truly sorry to hear that standard was not met in your case. Your satisfaction is our number one priority.”

Respond swiftly

The client thought it was important to post a public review, so treat it as urgent. Respond swiftly – within one or two days – show that you’re in tune with client feedback and that you’re an active participant in your business.

Or you can avoid this urgency issue altogether using customer review solutions. Such solutions are able to tell you in real time whether you have a dissatisfied client and enable you to have a chance at winning back your customers with live customer alerts.

You need to respond to a negative review

Ignoring a bad review is a type of response. One that tells everyone who is looking at the bad review that you don't care about your customers' feedback or experiences. Responding to complaint increases your customer advocacy and vice versa.

Often a customer just wants to be heard. If you show that you’ve heard what they had to say and that you’re happy to resolve the problem, that can be enough to appease them. Replying and fixing the problem quickly in a single “transaction” is crucial and is known as “first contact resolution.”

Reply publicly

Sometimes you just have to respond publicly. This can be both good and bad. Public replies can be bad since they can easily trigger the reviewer to continue to reply in an even worse manner. Some people are not looking for a resolution and you can’t repair that.

On the other hand, the public response provides an opportunity to show others reading the review that you care enough to try and remedy the situation in question. If you are thinking about replying publicly, remember:

  • Don’t get personal.

  • Be nice and keep everything professional.

  • Keep it concise and sweet.

  • Address legitimate concerns.

Even though difficult, replying to a negative review is part of maintaining your integrity as a business. Keeping an even tone with your clients in your interactions online will only help you in the long run. Ignoring the bad reviews altogether will make customers leave your business. Moreover, the customer may even continue to share their negative emotions about the experience with others, which causes even further damage to your company’s reputation.


This website uses cookies

As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

Show Details
HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
LoginThis is necessary to sign in to the HubPages Service.
Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
AkismetThis is used to detect comment spam. (Privacy Policy)
HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
MavenThis supports the Maven widget and search functionality. (Privacy Policy)
Google AdSenseThis is an ad network. (Privacy Policy)
Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
Index ExchangeThis is an ad network. (Privacy Policy)
SovrnThis is an ad network. (Privacy Policy)
Facebook AdsThis is an ad network. (Privacy Policy)
Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
AppNexusThis is an ad network. (Privacy Policy)
OpenxThis is an ad network. (Privacy Policy)
Rubicon ProjectThis is an ad network. (Privacy Policy)
TripleLiftThis is an ad network. (Privacy Policy)
Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)
ClickscoThis is a data management platform studying reader behavior (Privacy Policy)