How to Respond to a Negative Google Review on Google (The Right Way)

Negative reviews do not signal the downfall of your business; they are an opportunity for you to build online credibility and reputation. No one likes to receive a negative review, especially when you know that you have worked hard night and day to provide customers a great service. This is something most businesses overlook: how you reply to the negative reviews can build more trust within future customers than a brilliant five-star review.

Today, over 93% of people read online reviews before finalizing a decision to purchase a product or service online. If someone discovers your business on Google and finds that you have responded to negative reviews politely and professionally, even to an unhappy customer, they’re more likely to trust you.

In this blog, we will discuss how to handle negative reviews the right way, with examples, templates, and tips from our experience with small businesses as the top provider of SEO Services in Kolkata. Read more to find out how to respond to negative feedback:

Why Should You Even Bother Responding to Reviews on Google Business Profile?

Before we jump into how to respond to customer reviews, let’s first address the “why.” Responding to both positive and negative feedback on Google Business Profile is important because:

1. People Always Notice

Potential customers don’t just read the reviews on your Google Business Profile; they also observe how you respond to them. A calm, professional, and empathetic response can help build a positive impression with future customers, even if the original review was harsh.

2. It Shows That You Care

Replying to reviews, especially those that share a negative experience after using your services or products, shows that you value customer feedback, take responsibility, and are willing to improve. Learn how to respond to negative product reviews in the sections below.

3. It Helps with Local SEO

Google considers engagement (including responses to reviews) as a positive ranking signal for your local SEO. Regularly responding to reviews can help you improve your local search rankings.

4. You Might Win the Customer Back

Sometimes, a professional and sincere response is all it takes for a reviewer to reconsider your business and become a loyal customer.

Recommended: Google Business Profile: Guide For Small Business Owners

Understanding the Psychology Behind Negative Google Reviews

Most unhappy customers don’t actually want to be a roadblock to your business's success. They just want to be heard because of their bad experience.

What they expect is:

• An acknowledgment of their issue
• A sincere apology (even if you’re not entirely at fault)
• A proper resolution or explanation
• Assurance that it won’t happen again

If you can manage to provide even two of what we mentioned above in your reply, you’re already ahead of 80% of other businesses. To know how to deal with negative reviews on Google, find out in the sections below.

Tips for Review Management with Examples of How to Respond to Negative Reviews

As the top digital marketing company in Kolkata, we have seen several small businesses struggle with review management for both positive and negative reviews. Here are some tips for expert review management:

1. Respond quickly

Respond as soon as possible when you deal with negative reviews on Google. Always try to make sure to respond within 24-48 hours of the review. This shows that your business is attentive and values customer feedback. Read the example to know how to deal with negative customer reviews.

Example: "Thank you for bringing this to our attention, Riya. We're sorry to hear about your experience with [insert product/service name] yesterday and would like to make things right. Please contact us at [insert phone number/e-mail]."

2. Stay calm and professional

Your response to negative online reviews reflects your brand's commitment to its customers. Always ensure that you are professional. 

Example: "We appreciate your feedback, and want to know in detail about why we could not meet your expectations. Please reach out to us at [insert phone number/e-mail]. Our goal is always to provide excellent service."

3. Apologize (even if you think you're right)

A simple apology goes a long way. It doesn't mean that you are admitting a fault, but rather it acknowledges the customer's feelings.

Example: "We're truly sorry that the [insert product/service name] didn't meet our usual standards. Every customer's experience matters to us."

4. Be specific, not generic

Make sure to mention details from their complaint when you respond to your reviews. This leaves the impression that you care about the details of their experience and want to make sure that you can resolve it.

Example: "We're sorry that you had a wait for a long time for [insert product/service name] on Saturday. Weekend rushes can be challenging, but that's no excuse for the 2-hour delay you experienced."

5. Take the conversation offline

Provide your business's contact information to resolve the issue privately.

Example: "We would like to learn more about what happened. Please contact our manager, Akanksha, at 555-123-4567 or akanksha@business.com so that we can address this issue properly."

6. Offer a solution

Don't just apologize to every customer. Mention what you will do to fix the problem. Read this example to understand how to respond to negative customer reviews.

Example: "We would love to offer you a complimentary service on your next visit to our store. We are looking forward to your visit to our store again."

7. Highlight improvements

If applicable, mention any improvements you have implemented on your services/products after their feedback.

Example: "Thanks to your feedback, we now ensure to keep additional staff during rush hours to keep providing excellent customer service."

8. Keep it brief

Responses that are too lengthy may seem defensive to customers. Don't write the response more than 4-5 sentences long.

Example: "We are sorry about your experience. Our team values customer experience, and we clearly missed the mark. We would appreciate the chance to make this right. Please call us at [insert contact number] and ask for the manager."

Anatomy of a Perfect Response to Negative Google Reviews

Here are some negative review reply examples to help you craft professional replies to negative Google reviews. The following are what you should keep in mind every time you respond to negative Google reviews:

 1. Start with a Thank You

Even if it’s a negative review, thank the reviewer for their feedback.

“Thank you for sharing your experience with us.”

2. Apologize Sincerely

Don't be defensive and apologize sincerely. 

“We’re truly sorry to hear that your experience didn’t meet your expectations.”

3. Address the Specific Concern

Don’t copy-paste generic replies. Address their complaint in the response.

“We understand your frustration with the long wait time, and we’re working on improving our appointment system.”

 4. Offer a Resolution or Next Step

This can be a private call or email to talk about the issue in further detail.

“We’d like to learn more about the issue to make it right. Please contact our manager at [insert email] or call us directly at [insert contact number].”

5. Sign Off Professionally

Be professional. Mention your name or role if possible while signing off.

“Warm regards,
Dr. Sharma & Team”

Read Also: How Does Google Business Profile Work for Local Businesses?

Real-Life Examples (Before and After Responses to Customer Reviews)

As the top local SEO expert in Kolkata, we have helped numerous businesses post a review. Here are some real-life examples to help you understand how to reply to negative reviews on Google:

Example of a Bad Response (How not to Respond to Negative Reviews):

“You’re wrong. Our staff is never rude. Maybe you were having a bad day.”

🛑 Problem: This is defensive, dismissive, and escalates the issue even more.

Example of a Great Response:

“Hi Priya,
Thank you for your feedback. We are really sorry to hear about your experience with our staff. That’s not the type of experience we wish to provide to our customers. We are already addressing this internally, and we really appreciate you for bringing this to our attention. Please feel free to contact us at [insert contact number] so that we can personally look into it.
Warm regards,
The [Business Name] Team.”

👍 Outcome: Shows empathy, professionalism, and willingness to improve.

Negative Review Response Examples and Templates

Here are some review response templates that you can use when responding to a negative review on your Google Business Profile:

1. For complaints about poor service

"Hi [Name], thank you for your honest feedback. We apologise for the quality of service you received, as this doesn't reflect our standards. We would like to personally address this situation. Please contact us at [insert phone number/email address] so we can resolve this issue right away."

2. For product quality issues

"We appreciate you bringing this to our attention, [Name]. We are sorry that [product name] didn't meet your expectations. We would like to replace it or offer a refund. Please contact our customer service team at [contact info]."

3. For long wait times

"[Name], we apologize for the long hours of wait you experienced. Your time is valuable to us, and we failed to respect that. We are currently working on improving our scheduling system. Please call us at [contact number] to arrange a more convenient appointment."

4. For rude staff complaints

"We are truly sorry about your interaction with our team member. This doesn't align with our values of respect and courtesy. I would like to hear more details about this so that we can address this internally. Please contact me directly at [contact info]."

5. For pricing complaints

"Thank you for your feedback about our pricing, [Name]. We strive to provide value while maintaining quality. We would be happy to discuss our pricing structure and help you find options that fit your budget. Please reach out to us at [contact info]."

6. For misunderstandings

"Hi [Name], we apologize for any miscommunication regarding our [service/policy name]. We are reviewing how we share this information to make it clearer for you. Could you call us at [contact number] so that we can resolve this misunderstanding?"

7. For extremely angry reviews

"We sincerely apologize for your frustrating experience, [Name]. This is clearly not the service that we aim to provide. Our manager would like to speak with you personally to address your concerns, so please call [Name] at [contact number] at your convenience."

8. For multiple issues in one review

"[Name], thank you for taking the time to share this detailed feedback. We apologize that our [service/product name] fell short in several areas. We would like to address each issue that you have raised. Could you please contact our customer relations team at [contact information]?"

9. For false or misleading reviews

"Thank you for your feedback. We take all complaints from customers seriously. However, we believe there may be some misunderstandings about what occurred. We would appreciate the opportunity to discuss this with you directly at [contact info]."

10. For outdated complaints

"Thank you for your review, [Name]. We have made significant changes ever since your visit on [mention date], including [mention improvements]. We would love the opportunity to show you these improvements. Please contact us if you would consider giving us another chance."

11. For vague negative reviews

"We are sorry to hear that you were not satisfied with your experience. We would really appreciate it if you would give more specific details about what went wrong so that we can address the issue properly. Please contact our manager at [contact info] to discuss further."

Bonus: Turn a Negative Review into a Positive Experience

Did you resolve an issue for a customer who left a negative review before?

Ask them to update their review. Many would be happy to do it if you fixed the problem with great customer service.

You can say this in response after you resolve an issue:

“We are glad that we could help resolve your concern. We would appreciate it if you could update your review to reflect your recent experience with our service!”

Make use of AI to reply to Google Reviews on Your Business Profile (Without Sounding Robotic)

The harsh truth is that replying to reviews regularly, especially the negative ones, can feel like a chore when you are running a busy clinic or small business. That’s where AI can be your smart assistant.

AI tools (like ChatGPT) can help you draft thoughtful, polite, and professional responses within seconds, without sounding too generic or robotic.

Here's what you need to keep in mind: your prompt (i.e., what you ask the AI) matters. A bad prompt = bland replies. A good prompt = results that will help you craft genuine and personalized responses to negative reviews.

Here’s a ready-to-use prompt you can try:

"Write a polite and empathetic Google review response for a negative review. The reviewer complained About .... [Problems like a long waiting time and rude receptionist] at my [type of business: e.g., dental clinic]. Keep it under 5 sentences. Include an apology and offer to take the conversation offline."

You can personalize this by changing this based on:

• The type of complaint
• The tone used by your business (e.g., formal, friendly)
• The business type (clinic, salon, cafe, etc.)

The result? You will be able to respond to reviews faster, without burning out, and while still sounding professional.

Bonus Tip: Use AI-generated replies as drafts, then personalize them slightly before you post them. Those extra 10 seconds are important to connect with customers.

Read More: Google Business Profile Common Mistakes to Avoid

Final Thoughts: Your Response Reflects The Culture of Your Brand

Negative reviews are not your problem; ignoring them is.

Every bad review is a chance to show empathy, demonstrate your professionalism, and even win over future customers.

As a trusted local SEO company in Kolkata, we at FavFly have helped over 450+ businesses handle online reputation the right way — turning one-star negative reviews into five-star branding opportunities.

So the next time a bad review pops up, take a breath and type a response that wins the hearts of future customers and builds more trust and credibility.