How to use these Google review replies
Pick the stars first; the list of situations changes to match. Choose the one closest to what the customer wrote, then the tone that fits your business. Fill in your name and contact details, copy the reply, and paste it under the review in your Google Business Profile.
Anything left empty shows in [square brackets], so you can see at a glance what still needs filling in before you post.
Rules every good review reply follows
The templates already follow these, and they are worth keeping when you edit:
- Thank the customer, whatever the stars. A reply is read by every future customer, not only the reviewer.
- Reply to complaints in public, then move the details to a private channel: a phone number or email.
- Never share order numbers, addresses or anything private in a public reply.
- Do not argue or blame the customer, even when you think they are wrong.
- Do not promise refunds or compensation in public; decide that in the private conversation.
- Answer quickly. A complaint that waits a week looks ignored.
Bad review response examples: what makes them work
A good reply to a bad review does three things in a few lines: it says sorry for the experience without arguing about it, it shows you take it seriously, and it gives the customer a direct way to reach you. The one-star and two-star templates above are built on exactly that pattern, for late deliveries, wrong or damaged items, unfriendly service, price complaints and poor quality.
For more examples and the reasoning behind each one, read the full guide below.
What to do about a fake review
If you cannot find the reviewer as a customer, reply politely and invite them to get in touch, as the "Can't find them as a customer" template does. Other readers then see a calm business, not an argument. If the review breaks Google's review policies, for example spam or a conflict of interest, you can also report it to Google from your Business Profile. Google decides whether it comes down.
Replies to positive reviews (4 and 5 stars)
General praise
Hi there, thank you so much for taking the time to leave such a kind review. Comments like yours make the whole team's day, and we are really glad you had a good experience with [your business name]. We look forward to seeing you again soon! Best wishes, The [your business name] team
Praised a product or service
Hi there, we are so happy to hear you love the [product]! It is one of our favourites too, and it means a lot that you took a moment to tell others about it. Thank you for shopping with [your business name], and enjoy! Best wishes, The [your business name] team
Praised a staff member
Hi there, thank you for the wonderful review! We have passed your kind words on to [staff name], who was delighted to read them. Looking after customers the way you describe is exactly what we aim for at [your business name]. See you again soon! Best wishes, The [your business name] team
Loyal or returning customer
Hi there, it is always a pleasure to have you back, and thank you for this lovely review. Customers like you are the reason [your business name] keeps growing. We cannot wait to show you what is new on your next visit! Best wishes, The [your business name] team
Stars only, no text
Hi there, thank you for the great rating! We are really glad you had a good experience with [your business name], and we hope to welcome you again soon. Best wishes, The [your business name] team
Replies to mixed reviews (3 stars)
Good, but one thing went wrong
Hi there, thank you for the honest review. We are glad you liked most of your experience, and we are sorry the [product] was not up to the same standard. We are looking into it so the next visit is better all round. If you would like to tell us more, please reach us at [phone or email]. Best wishes, The [your business name] team
Stars only, no text
Hi there, thank you for your rating. We would love to know what would have made it five stars. If you have a moment, please tell us at [phone or email]; it really helps us improve. Best wishes, The [your business name] team
Replies to negative reviews (1 and 2 stars)
Late delivery or slow service
Hi there, we are really sorry about the wait. That is not the experience we want anyone to have with [your business name], and we understand how frustrating it is. Please contact us at [phone or email] with your order details so we can see what went wrong and put it right. Best wishes, The [your business name] team
Wrong or damaged item
Hi there, we are so sorry the [product] did not arrive as it should have. We check every order, but this one slipped through, and we want to fix it for you. Please message us at [phone or email] with your order number and a photo, and we will take it from there. Best wishes, The [your business name] team
Unfriendly staff or poor service
Hi there, we are sorry you felt that way during your visit. Everyone should feel welcome at [your business name], and we take this seriously. We would like to hear the details so we can follow up with the team; please reach us at [phone or email]. Best wishes, The [your business name] team
Too expensive
Hi there, thank you for the feedback, we understand price matters. We work hard to keep our prices fair for the quality we offer, and we often run offers for returning customers. If you would like to hear about them first, message us at [phone or email]. Best wishes, The [your business name] team
Poor quality
Hi there, we are sorry the [product] did not live up to what you expected. Quality matters a lot to us, and we would like to understand what happened. Please contact us at [phone or email] so we can look into it and help. Best wishes, The [your business name] team
Can't find them as a customer
Hi there, thank you for your review. We take every comment seriously, but we cannot find an order or visit matching your name. If we have missed something, please contact us at [phone or email] so we can look into it properly. Best wishes, The [your business name] team
Stars only, no text
Hi there, we are sorry your experience was not a good one. We would really like to understand what went wrong so we can fix it. Please tell us at [phone or email]. Best wishes, The [your business name] team
Answer every review from one inbox
Karobar brings your Google Business Profile reviews into the same inbox as your WhatsApp, Instagram and Facebook chats. Reply and publish to Google from there, see rating trends for every location, and let Karobar AI draft replies that a person approves. See reputation management in Karobar.