How to reply to an email about a bad review

Updated November 12, 2026

Reply the same day, calmly, and take the conversation off the public page. Thank them for telling you, say what you understand went wrong, and offer to put it right. Do not argue about the review itself or ask them to delete it. If you fix the problem, they may update it on their own.

Reply

Same day. A bad review sits where others can read it. A fast, kind reply helps resolve it and shows future readers that you care.

What your reply should say

1. Thank them for telling you, and apologize for the part that is true.
2. Say what you understand happened and what you will do about it.
3. Offer a private channel, such as a call or a direct email.
4. Leave any request about the review until after the problem is solved, or skip it.

3 replies you can copy

Pick the one that matches what you want to say, copy it, and change everything in [brackets].

Hi [Name],

Thank you for telling me about your experience. I am sorry that [specific problem]. It should not have happened.

I would like to put it right: [fix or refund]. I can do that today, and I will confirm by email when it is done.

If you want to talk first, I can call at [time].

Best,
[Your name]

Hi [Name],

Thank you for writing. I am sorry your experience was a poor one, and I want to look into it.

I could not find your order. Could you send the name on the order, the date, and what happened? Then I can check our records and come back to you by [date].

Thanks for giving us the chance to fix it.

Best,
[Your name]

Hi [Name],

Thank you for your feedback. I am sorry you were disappointed.

I checked our records, and one detail looks different: [fact, such as the delivery date or what was agreed]. I may be missing something, so I would like to talk it through.

Can I call you at [time]? I want to find a fair outcome for you.

Best,
[Your name]

Already late? Send this instead

For when you are a week late or more. Own the delay in one line, then do the job.

Hi [Name],

I am sorry I did not reply to you sooner. I saw your review and your message, and you deserved an answer.

I have looked into [problem]. [What you found and what you will do].

If you are still open to it, I would like to make this right. Reply here or call me on [number].

[Your name]

Mistakes to avoid

• Asking them to remove the review before you have fixed anything.
• Offering money or a refund in exchange for deleting the review. Some review sites ban that.
• Arguing the facts in a public reply or in a long email.
• Writing something you would be uncomfortable seeing posted online.

Questions people ask

Should I also reply to the review publicly?

A short, polite public reply is usually a good idea. Thank them, say you are sorry, and say you have contacted them privately. Leave out private details and arguments. Future customers read how you respond as much as the review itself.

Can I ask them to take the review down?

You can politely ask after you have solved the problem, but do not push or link it to a refund. Check the review site's rules, since some ban rewards for changing reviews. Many people update their review without being asked once they are happy.

More reply guides

• How to reply to a client asking why you missed a deadline
• How to reply to a customer asking where their order is
• How to reply to a customer cancellation request
• How to reply to a customer complaint email
• How to reply to a late payment reminder you received
• How to reply to a client disputing your invoice

How this page was made

Written by Westward, who make Orbit, as starting points you edit before sending. The replies use placeholders, not real people or real mail. Nothing here is legal, tax or medical advice; for contracts, money or health, check the document or ask a professional. All reply guides.