Best Replies For Bad Comments: For All Situations

by Net Reputation April 28, 2023 Online Reviews

Are negative comments in online reviews hurting your business? Learn strategies for the best replies for bad comments in our complete guide. 

Online comments have become an integral part of our daily lives. While some of these comments – found on review sites, blogs, and social media – can be positive and uplifting, others can be negative and hurtful. As a result, it’s essential to know how to make the best replies to bad online comments. 

Responding to negative comments in a positive and constructive way can help defuse the situation and prevent it from escalating further. In this way, we can foster a more positive online environment and promote healthy online communication. 

This guide offers useful tips and strategies for crafting the best replies to bad comments.

What makes a Negative Business Review?

A bad business review typically contains several components that highlight the negative aspects of a customer’s experience with a company. These components include:

• A description of the poor quality of products or services provided by the business, citing specific examples of how they failed to meet expectations. 
• Highlighting issues with customer service, such as unresponsiveness, rudeness, or a lack of empathy toward customers’ needs. 
• Mentions of problems with the pricing, such as high costs, hidden fees, or poor value for money.
• Expressions of dissatisfaction with the overall experience, detailing negative emotions such as frustration, disappointment, and anger. 

Individually or combined, these components represent a scathing critique of a business’s operations, potentially damaging its online reputation and deterring future customers.

The Impact of Negative Reviews on Your Business

Negative online reviews can significantly damage a business’s reputation and bottom line. 

In a survey conducted by BrightLocal, 86% of consumers reported being influenced by negative online reviews when making purchasing decisions. Furthermore, a single negative review can cost a business up to 30 customers, according to a study by Convergys. 

Negative reviews can also have a long-lasting impact on a business’s online presence, as they tend to rank higher on search engine results pages and can be seen by potential customers for years to come. 

In extreme cases, negative reviews can even lead to legal action, as businesses may try to sue reviewers for defamation or libel. 

The risks associated with negative online reviews make it essential for businesses to monitor and manage their online reputation proactively.

Why Respond to Negative Reviews?

Why should a business owner respond to negative reviews?

Responding to customer reviews is crucial for business owners in the digital age. By doing so, they can improve their reputation, build trust with customers, and ultimately drive more sales.

Let’s take a closer look at reasons why you should respond to reviews, even if those reviews are negative:

Affects Your Online Business Reputation

Responding to each negative review allows you to present your case to potential customers who may be reading those reviews. The simple act of a review response can work to rebuild trust between you and your customers, ultimately improving your online business reputation. 

Highlights the Fact that You are a Conscientious Business Owner

Good business owners know that the operation does not always run flawlessly. Responding to negative reviews shows that you are using these negative comments and sentiments as a learning tool, helping you to improve service delivery or product value. Owning up to mistakes soothes ruffled feathers; by doing so, you’re asking for a second chance on the part of the reviewer. 

Shows That You Genuinely Care About Your Customers’ Experience

A great customer experience is worth its weight in gold, and conscientious business owners take those experiences to heart. Responding to negative reviews signals that you care and you are willing to make things right. 

Improves Your Business’s Organic Search Visibility

Responding to reviews can improve organic search visibility by increasing the frequency of keywords associated with the business. When a business responds to a review, it can incorporate relevant keywords related to its industry and business, which can help improve its search engine ranking. 

Additionally, search engines tend to favor businesses that have a high level of customer engagement, including responding to reviews. This engagement tends to boost visibility in online search results. If new reviews aren’t showing up, check your Google My Business settings. You could be missing out on essential visibility in search results. 

The Best Tips For Responding To Negative Comments About Your Business

Now that we’ve gained an understanding of why business owners should respond to negative comments, here are several “best practices” and tips for your response strategy:

Keep Your Cool

No business owner likes to be called to the carpet for a mistake. Responding with anger or frustration to negative comments often makes the situation worse. Instead, try to approach the comment as a learning tool and respond in kind without blowing your cool. 

Thank the Customer for Their Personal Feedback

Always include a thank you message to commenters, even those leaving negative feedback. This act sets the stage for positive interaction and shows the commenter that you value the feedback, no matter how bad it might be. 

Make Sure Your Response is Personal

Craft your response directly to the commenter and be sure to thank them for their feedback. Include contact details so that the commenter may speak to you offline. People want to be heard, and a personal response to a negative comment helps them understand that you’re listening to their concerns. 

Stick to the Issue at Hand

Don’t make excuses in your response; address the concerns directly and avoid adding any unnecessary background or information. Get to the root of the issue quickly; this trick helps to keep you and your commenter focused on taking the next steps in your communication. 

Apologize and Sympathize (if Necessary)

It is critical that you take ownership of any real (or perceived) negative experience. Say you’re sorry and that you acknowledge/understand the issue. Then, provide solutions or an explanation of where things went wrong and how you’re going to improve. 

Offer to Make Things Right

Once you’ve apologized for any negative experience the customer may have had, offer a specific solution or compensation to address their issues, such as a refund, discount, or replacement product or service. Be clear about what you can offer and ensure it is reasonable and feasible for your business.

Examples of Bad Business Comments

Now that you’ve learned tips on how to reply to bad business comments, it can be valuable to review several common examples of bad comments:

1. “I had the worst experience with this business. The staff was incredibly rude and unhelpful. I would never recommend this place to anyone.”
2. “I ordered a product from this business, and it arrived damaged. When I tried to get a refund, they were extremely difficult to deal with and unresponsive. I will never do business with them again.”
3. “The service at this restaurant was terrible. Our waiter was rude and inattentive, and the food was overpriced and underwhelming. Save your money and go somewhere else.”
4. “I had an appointment with this business, and they completely forgot about it. When I called to follow up, they were dismissive and unapologetic. I would never trust them with my business again.”
5. “The product I received from this business was nothing like what was advertised. It was poor quality and clearly a knockoff. When I tried to get a refund, they accused me of lying. Terrible experience overall.”

Each of these comments requires a unique approach to responding. In our next sections, we’ll provide additional strategies for you to craft the perfect response, no matter how bad the comment is. 

Common Responses To Negative Comments

There are three primary strategies for responding to negative comments left by customers: 

Option 1:  Respond With Honesty & Be Straightforward 

Honesty goes a long way toward improving the perception of your business. Here’s an example:

“Thank you for taking the time to leave a review. We are sorry to hear that your experience with our business was not up to your expectations. We take all feedback seriously and use it as an opportunity to improve our services. If you could please provide more details about your experience, we would greatly appreciate it. We want to make sure that we address any issues and make things right for our customers. Thank you again for your honest feedback.”

Option 2: Respond With Real Facts About the Situation

Including facts about the interaction in your response shows you’re paying attention to the concerns of your customer and helps to personalize the exchange. Here’s an example:

“Thank you for sharing your experience with our business. We apologize for the delay in your order and the inconvenience it caused. We experienced a delay in our supply chain due to unforeseen circumstances, which caused a backlog of orders. However, we have since resolved the issue and have taken steps to ensure it doesn’t happen again in the future. Your order has been shipped and should arrive within the next few days. Thank you for your patience and understanding, and please let us know if you have any further concerns.”

Option 3: Respond With Humor

A bit of humor often helps to “turn down the heat” on unpleasant encounters. When an unhappy customer leaves a negative review or bad comment, try lightening the situation with a response like:

“Thank you for leaving a review, we’re glad to hear that you found our service ‘interesting’! We strive to offer a unique and memorable experience for all our customers, but it sounds like we missed the mark with you. We appreciate your feedback and will take it into consideration as we work to improve. If you’re ever brave enough to give us another try, we promise to make it worth your while! Thanks again for your review.”

How to Respond to an Untrue Review

Responding to an untrue review can be challenging, but it is important to handle it professionally and factually. 

First, gather any evidence you have to support your case and ensure that you have a clear understanding of the situation. Then, respond to the review with a polite and factual explanation, providing any evidence you have to back up your statements. 

Be careful not to attack the reviewer personally, as this can escalate the situation and harm your business’s reputation. It is also a good idea to encourage the reviewer to reach out to you directly to discuss their concerns further. 

Remember that it is not always possible to change someone’s opinion, but by responding in a calm and professional manner, you can show potential customers that you take feedback seriously – even if that feedback is untrue or misleading – and are committed to providing the best possible service.

How to Respond to a Review When It Is Justified

When the negative comment in a review is justified, it is important to respond promptly and take ownership of the issue. Begin by thanking the reviewer for their feedback and acknowledging the problem they experienced. 

Next, offer a sincere apology and explain what steps you are taking to address the issue and prevent it from happening again in the future. It is also a good idea to offer some form of compensation or gesture of goodwill to show that you value their business and are committed to making things right. 

Finally, provide contact information for further follow-up if necessary. By responding in a thoughtful and empathetic manner, you can not only address the specific concerns of the reviewer, but also demonstrate to other potential customers that you are dedicated to resolving any issues that may arise in your products or service delivery. 

Funny Responses to Negative Google Reviews

While humor can be a valuable tool in writing in response to negative Google reviews, you must be careful, as it can be difficult to convey tone and sarcasm online. However, here are a few examples of humorous responses that have been well-received:

1. In response to a review that complained about the lack of seating in a coffee shop: “We apologize for the limited seating, but we find that standing really helps to wake you up in the morning! Just think of it as a built-in workout routine.”
2. In response to a review that criticized the price of a product: “We’re sorry you found our prices too high. Unfortunately, our unicorn farm isn’t cheap to run!”
3. In response to a review that complained about the music in a restaurant: “We’re sorry you weren’t a fan of our funky chicken tunes. We’ll make sure to add some more eggs-iting tracks to the playlist!”

Remember, humor can be a great way to defuse a negative situation, but it’s important to use it sparingly and make sure it’s appropriate for the context.

Smart Replies to Rude Comments

When responding to rude comments in online reviews, it’s important to stay professional and avoid engaging in a back-and-forth argument. Here are some examples of smart responses that take the high road:

1. In response to a review that made personal attacks: “We’re sorry to hear you had a negative experience with us. We strive to provide the best possible service to all of our customers, and we take your feedback seriously. If there’s anything we can do to make things right, please don’t hesitate to reach out to us directly.”
2. In response to a review that was overly critical: “Thank you for your feedback. We understand that we can’t please everyone, but we’re always looking for ways to improve our service. We appreciate your input and will take it into consideration as we move forward.”
3. In response to a review that was factually incorrect: “We appreciate your review, but we’d like to clarify a few points. [Insert correct information here.] We apologize for any confusion or inconvenience this may have caused, and we hope to have the opportunity to serve you again in the future.”

Remember, responding professionally to rude comments can help show potential customers that you take feedback seriously and are committed to providing the best possible service.

Dealing With Online Reviews That Only Use 1 Word

Dealing with online reviews that only have one word can be challenging, as they don’t provide much information or context to work with. However, it’s still important to respond to these reviews using the tips illustrated in the above sections.

One approach is to thank the reviewer for their feedback and express regret that their experience didn’t meet their expectations. You can then ask for more information about their specific concerns and offer to address the issue directly with them. For example, you could say something like: “We’re sorry to hear that your experience with us was poor. Could you please provide us with more information about what went wrong so we can address the issue and make things right for you? You can reach out to us directly at [contact information]. Thank you for your feedback.”

It’s also worth noting that one-word reviews are often seen as unhelpful or even suspicious by other users, so it’s important not to let them overshadow the many positive reviews your business may have. Focus on responding to all reviews in a professional and helpful manner, and continue to provide high-quality service to your customers.

Industry-specific Response to Bad Business Reviews

Every industry is different, and review responses to bad comments may benefit from leveraging the unique nature of the industry and its customers. Here are specific bad review examples of the best replies for bad comments (and positive feedback) broken down by common industries:

Best Responses for Restaurants

1. In response to a positive review: “Thank you so much for taking the time to share your experience at our restaurant! We’re thrilled to hear that you enjoyed your meal and that our service met your expectations. We hope to have the pleasure of serving you again soon!”
2. In response to a negative review: “We’re sorry to hear that your experience at our restaurant wasn’t up to par. We take all feedback seriously and will use your comments to improve our service. If you’d like to discuss the issue further, please don’t hesitate to reach out to us directly at [contact information]. We hope to have the opportunity to make things right and earn back your trust.”
3. In response to a review that mentions a specific dish: “Thank you for trying our [dish name] and for sharing your thoughts with us. We’re glad to hear that you enjoyed it and appreciate your feedback. We’re always looking for ways to improve our menu and service, so please let us know if you have any suggestions for the future.”

Best Responses for Healthcare Companies

1. In response to a positive review: “Thank you so much for taking the time to share your positive experience with our healthcare company. We’re thrilled to hear that our team was able to provide you with the care and support you needed. It’s always our goal to exceed our patients’ expectations and we’re glad we could do that for you. Thank you for choosing our healthcare company for your needs.”
2. In response to a negative review: “We’re sorry to hear that your experience with our healthcare company fell short of your expectations. We take all feedback seriously and will use your comments to improve our service. If you’d like to discuss the issue further, please don’t hesitate to reach out to us directly at [contact information]. We want to make sure that all of our patients receive the highest quality of care and we appreciate your feedback.”
3. In response to a review that mentions a specific staff member: “Thank you for your positive feedback about our healthcare company and the excellent care you received from our staff member. We’re proud of the high level of service that our team provides and we’re glad to hear that it made a difference for you. We’ll be sure to pass along your kind words to our staff member, and we hope to continue providing you with top-notch care in the future.”

Best Responses for A Service Business

1. In response to a positive review: “Thank you for taking the time to leave us a positive review. We’re glad to hear that you had a great experience with our service business. We strive to provide excellent service to all of our customers, and we’re happy that we were able to meet your expectations. We hope to have the opportunity to work with you again in the future.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our service business. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
3. In response to a review that mentions a specific employee: “Thank you for leaving a positive review and mentioning our employee by name. We’re proud of the high level of service that our team provides, and we’re glad to hear that it made a difference for you. We’ll be sure to pass along your kind words to our employee and let them know that their hard work is appreciated. Thank you again for choosing our service business.”

Best Responses for Car Dealerships

1. In response to a positive review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you had a great experience with our dealership. Our team strives to provide excellent service to all of our customers, and we’re happy that we were able to exceed your expectations. We appreciate your business and look forward to serving you again in the future.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our dealership. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
3. In response to a review that mentions a specific vehicle: “Thank you for leaving a positive review and mentioning the vehicle you purchased. We’re glad to hear that you’re happy with your purchase and that our team was able to help you find the right vehicle for your needs. We appreciate your business and hope that you enjoy your new car. If you need any further assistance, please don’t hesitate to reach out to us.”

Best Responses for Fitness Gyms & Spas

1. In response to a positive review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you’re enjoying our gym and that our team has been able to help you reach your fitness goals. We appreciate your business and look forward to continuing to support you on your fitness journey.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our gym. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
3. In response to a review that mentions a specific class or trainer: “Thank you for leaving a positive review and mentioning our [class/trainer]. We’re glad to hear that you enjoyed the experience and that our team has been able to provide you with a great workout. We appreciate your business and hope to see you again soon for another class or session with the same trainer.”

Best Responses  for Real-Estate Businesses

1. In response to a positive review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you had a great experience working with our team and that we were able to help you find your dream home. We appreciate your business and look forward to continuing to assist you with your real estate needs in the future.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our real estate services. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
3. In response to a review that mentions a specific agent or property: “Thank you for leaving a positive review and mentioning our agent [name] and the property they helped you find. We’re glad to hear that you had a great experience working with them and that we were able to find the perfect home for you. We appreciate your business and hope to continue to provide you with excellent service in the future.”

Best Responses for Travel Companies

1. In response to a positive review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you enjoyed your travel experience with us and that our team was able to provide you with excellent service. We appreciate your business and hope to have the opportunity to serve you again in the future.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our travel services. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
3. In response to a review that mentions a specific destination or activity: “Thank you for leaving a positive review and mentioning your experience in [destination] and the [activity]. We’re glad to hear that you had a great time and that we were able to help make your travel experience memorable. We appreciate your business and hope to continue to provide you with excellent service in the future.”

Best Response for SaaS Companies

1. In response to a positive review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that our software has been able to help you and your team achieve your goals. We appreciate your business and hope to continue to provide you with the best possible experience.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our software. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
3. In response to a review that mentions a specific feature or functionality: “Thank you for leaving a positive review and mentioning the [specific feature] of our software. We’re glad to hear that it’s been helpful to you and your team. We’re committed to constantly improving our software, and your feedback helps us do just that. We appreciate your business and hope to continue to provide you with the best possible experience.”

Best Responses for Financial Companies

1. In response to a positive review: “Thank you for your kind words and taking the time to share your positive experience with our financial services. We are committed to providing exceptional customer service and we’re glad to hear that our efforts are making a difference. We appreciate your business and look forward to continuing to serve you.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our financial services. We take all feedback seriously, and we would like to work with you to address any issues you may have. Please reach out to us directly at [contact information] so that we can work to resolve the issue and ensure your satisfaction.”
3. In response to a review that mentions a specific financial product or service: “Thank you for leaving a positive review and mentioning our [specific financial product or service]. We’re glad to hear that it has been helpful to you and we appreciate your business. We are constantly striving to improve our products and services, so please feel free to reach out to us if you have any additional feedback or suggestions.”

Best Responses for Educational Centers

1. In response to a positive review: “Thank you for your kind words and for choosing our educational company. We are thrilled to hear that you had a positive experience with our services and we appreciate your feedback. We are committed to providing the highest quality education and we look forward to continuing to support your learning journey.”
2. In response to a negative review: “We’re sorry to hear that you had a negative experience with our educational company. We take all feedback seriously and we would like to work with you to address any issues you may have had. Please contact us directly at [contact information] so that we can work to resolve the issue and ensure your satisfaction.”
3. In response to a review that mentions a specific educational program or service: “Thank you for your review and for mentioning our [specific educational program or service]. We’re glad to hear that it has been helpful to you and we appreciate your business. We are constantly striving to improve our educational offerings, so please feel free to reach out to us if you have any additional feedback or suggestions.”

Best Responses for Fashion Brands

1. Positive review: “I just received my order and I absolutely love it! The quality is amazing and the fit is perfect.”

Response: “Thank you so much for taking the time to leave such a kind review! We’re thrilled to hear that you love your new clothes and that they fit you so well. It means the world to us!”

1. Negative review: “I ordered a dress for a special occasion and it arrived two days late. I had to scramble to find another dress at the last minute.”

Response: “We’re so sorry to hear that your order didn’t arrive on time. We take full responsibility for the delay and understand how frustrating that must have been for you. Please send us a direct message so we can make it up to you.”

1. Neutral review: “The clothes are nice, but the prices are a bit steep.”

Response: “Thanks for sharing your thoughts with us. We appreciate your feedback and will definitely take it into consideration moving forward. We hope you’ll continue to shop with us in the future.”

How to Respond to Good Reviews

Responding to good reviews – even a 5-star Google review – is potentially easier than the responses you make to negative reviews, but both types require the same approach. Here are tips:

1. Thank the customer: Always start by thanking the customer for taking the time to leave a positive review. Let them know how much you appreciate their kind words and support.
2. Use their name: Address the customer by their name if it’s mentioned in the review. This adds a personal touch to your response and makes them feel valued.
3. Be specific: Highlight specific aspects of the customer’s experience that stood out to you. For example, if they mention your excellent customer service, thank them for recognizing your team’s efforts.
4. Share the feedback: Let the customer know their positive feedback will be shared with the team. This shows that you value their opinion and that their experience matters to you.
5. Invite them back: Encourage the customer to return and mention any promotions or specials that might be of interest to them. This helps to build a long-term relationship with the customer.

The goal of responding to any review is to reinforce the business/customer relationship. By doing so, you’re gaining competitive advantages and positioning your company for long-term success. 

Final Thoughts

Responding to positive and negative comments in reviews is crucial for businesses as it shows that they care about their customers and value their feedback. When responding to negative reviews, it’s important to stay calm and professional, acknowledging the customer’s concerns and offering solutions or explanations. Humor can also be used in some situations to defuse tension. 

When responding to positive reviews, businesses should express their gratitude and appreciation for the feedback and use it as an opportunity to promote their brand and services. Overall, responding to reviews can help businesses improve their online reputation and build a stronger connection with their customers.

Best Reply for Bad Comments FAQs

Commonly-asked questions about responding to bad comments include:

How Do You Respond to Bad Comments?

The strategy for responding to bad comments includes:

• Apologizing for issues.
• Addressing concerns
• Sharing contact information for follow-up conversations.
• Offering to make things right.
• Maintaining a professional and understanding tone. 

This approach goes a long way toward resolving any lingering issues and helps to rebuild trust between you and your customer. 

How to Respond to a 1-Star Review Without Comments?

Responding to a 1-star review without comments can be challenging as there is no specific issue mentioned to address. However, businesses can still respond to show that they care about their customers and their feedback. Here are some tips for responding to a 1-star review without comments:

1. Acknowledge the rating: Thank the customer for taking the time to leave a review and acknowledging their rating.
2. Express disappointment: Express disappointment that the customer didn’t have a positive experience with the business and that the business takes all feedback seriously.
3. Offer to help: Offer to assist the customer in resolving any issues they may have had and provide them with contact information or instructions on how to get in touch with customer service.
4. Promote your business: Take the opportunity to promote your business by highlighting any positive aspects or unique features, such as exceptional customer service, high-quality products, or a commitment to customer satisfaction.

Remember to keep the response professional and respectful, even if the review is short and lacks specific details.

How Do You Respond to an Insulting Review?

When someone insults you or your business in a negative review, the key here is to remain calm. Don’t respond with anger or finger-pointing; those approaches only make things worse. Instead, be factual, professional, and apologetic. Other people reading your responses will see that you take your business seriously and won’t engage negatively with insulting behavior. 

Contact NetReputation Today

Since 2015, NetReputation has provided our clients with expert review management services. We can help your business create a review response strategy to boost engagement with your customers and reinforce levels of trust in your business. Sometimes, the best replies for bad comments are harder to create; our professional team can help!

Call NetReputation today at 844-461-3632 or complete the form below to begin your free consultation.

by Net Reputation

NetReputation was founded in 2014 by Adam Petrilli, a results-driven leader dedicated to empowering individual and business success on the web. Our award-winning process and team of online reputation management specialists allow us to remove, suppress, repair, and monitor your online presence. Within our first two years, we were recognized by some of the world’s leading business publications for our company growth. Today, NetReputation operates offices in Sarasota, Florida; and Kansas City.

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