How to Respond to Negative Google Reviews — With Examples

Rule one: never argue. Even if the customer is wrong, your response is for the thousands of people who will read it later.

A good response follows this structure:

• Thank them for the feedback
• Apologize for their experience
• Offer to resolve it offline (phone or email)

Example: Thank you for sharing your experience, Maria. We are sorry we did not meet your expectations. Please contact us at support@example.com so we can make this right.