Free Google Review Reply Generator

How to reply to a negative Google review

1. Thank them for taking the time to leave feedback, even if it stings.
2. Acknowledge the problem in plain words, without arguing about the details in public.
3. Apologise where it’s fair, and say what you’re doing about it.
4. Take it offline with a name and a phone number or email address.
5. Keep it short. Three or four sentences. Future customers are reading your reply more than the reviewer is.

Avoid copying and pasting the same reply on every review, quoting the customer’s personal details, or blaming them. A calm, specific reply often does more for your reputation than the original review did damage.

Google review reply examples

Negative review: “Hi Sarah, thank you for letting us know, and I’m sorry the job ran two days late. That isn’t the standard we aim for. I’d like to put this right, so please call me directly on [number]. Alex, [business]”

5-star review: “Thanks so much, James! It was a pleasure fitting your new boiler, and we’re glad the house is warm again. Give us a shout if you ever need anything else. Alex, [business]”

Short positive review: “Thank you, Priya, we really appreciate it! See you at your next appointment.”

A review from someone who isn’t a customer: “Hi, thank you for your review. We can’t find a record of your visit under this name. Please contact us on [number] so we can look into what happened.”

Should you reply to positive reviews too?

Yes. A quick, personal thank-you on 5-star reviews shows people reading your profile that real people run the business. Mention the service or product by name where it’s natural, as that adds useful words to your profile too. Review Velocity’s Velocity AI can reply to every review automatically, or draft replies for you to approve.