It wasn’t long ago that we examined some of the many ways you should never respond to a negative online review.

For example, you should never say “we didn’t do anything wrong” or “the entire mix-up is your fault.”

These are the types of things that can escalate the situation, as opposed to making it better.

So, with all that in mind, you’re probably wondering how to respond to a bad online review. As tempted as you may be to “fire back,” that’s not good business. It’s better to take the high road, and here are a few responses that will allow you to do just that:

We understand where you’re coming from, and are looking into what went wrong and how to prevent a similar situation in the future.

With this response, you’re telling the person you understand their feelings and that you’ll do whatever it takes to prevent a repeat of the problem down the road. This is one of the best ways to defuse the problem before it turns into something bigger.

We never like to hear that a customer is unhappy. Can you share your contact information so we can reach out to provide a resolution?

This shows that you are willing to go the extra mile to make things right. In many cases, this is by far the best way to calm down an upset customer – and maybe even convince them to give you another chance down the road.

Can you provide more information on your poor experience, as we want to research what went wrong so we can take the appropriate measures?

This is the perfect response if you’re unsure of what the person is talking about (or have doubts about their claim). If they provide more information, review the details and take the appropriate action. If they don’t, you can always fall back on the fact that you reached out in an attempt to make things right.


Even the best businesses run into bad online reviews every now and again.

Using one of these responses will help you put the issue to rest, rather than let it linger and turn into something more serious.

For more insights on marketing strategy that actually works for small business, subscribe to the FreshLime Newsletter here.