Take a breath, then reply
Do not reply while angry. Wait, then write a calm answer. Future customers are reading your reply, not just the complaint.
A simple structure
Thank them for the feedback, say you are sorry they were disappointed, state the facts briefly if needed, and invite them to talk offline.
- Thank them and acknowledge the issue
- Keep it short and polite
- Do not argue or share private details
- Offer a phone number or email to resolve it
Fix the problem
If the customer has a fair point, put it right. Customers often update a review after a good resolution.
Report what is fake
If a review is spam, about a different business or breaks Google’s policies, you can flag it for removal. Honest reviews cannot be removed, so the best protection is a steady stream of good ones.