Template · 1 star
How to respond to a 1-star review
The reviews below are made up. Change names and details to match what really happened before you post anything. Draft one for your real review with the free generator.
Template.
[Name], I'm sorry about [specific thing]. [If true: that's on us / If unclear: I want to understand what happened]. Please reach me directly at [contact] so I can look into it. [Your first name], [role].
Before you hit post.
- Did you sleep on it? Replies written angry are the ones that get screenshotted.
- Did you check the facts with your team?
- Would a stranger reading only your reply think you're reasonable?
- Did you remove any customer details, booking info or health information?
If the review looks fake.
Flag it in Google Business Profile as a policy violation, and keep the public reply neutral: say you can't find a record of the visit and invite them to get in touch. More in the guide to fake reviews.
Examples
Reviews and replies.
1-starRude staff (fair)
Review (example)
Staff member was rude when I asked for a different table. Won't be back.
Example reply
I'm sorry. Asking for a different table is a normal request, and you should have been treated kindly. I've spoken with the team. If you're willing, I'd like to hear more: [email]. Ken, owner.
Why it works: No defence of the staff member in public. Owns it, signs it with a real name.
1-starNo record of the visit
Review (example)
Worst place ever. Avoid.
Example reply
I'm sorry to read this. I couldn't match this to a visit or booking, and I'd like to understand what happened. Please reach me at [email] and I'll look into it personally.
Why it works: Neutral, no accusation, gives readers a calm reply to judge.
Questions
Common questions.
Can I get a 1-star review removed?
Should I reply to a 1-star review with no text?
Draft replies right on the review page.
The ReplyPlate Chrome extension writes a first draft; you read it and post it.