Responding to Negative Reviews: 10 Examples That Work

"Hi [Name], thank you for your feedback. You're absolutely right – 2 weeks is too long, and we sincerely apologize for this delay. We've investigated your order and found [reason]. We've taken steps to prevent this from happening again. As a gesture of goodwill, we'd like to offer you [compensation]. Please reach out to us at [email] so we can make this right."

"Hi [Name], we're truly sorry to hear about your experience. This definitely doesn't meet our quality standards. We'd like to send you a replacement or provide a full refund – whichever you prefer. Please contact us at [email] with your order number, and we'll resolve this immediately."

"Hi [Name], thank you for bringing this to our attention. This is not the experience we want for our customers, and we apologize sincerely. We're addressing this internally to ensure it doesn't happen again. We'd appreciate the chance to make this right – please contact me directly at [email]."

"Hi [Name], we apologize for this mix-up – that's completely our mistake. We're sending the correct item today via express shipping at no extra cost. You can keep or dispose of the wrong item as you wish. We'll also send a return label if you'd prefer. Sorry again for the inconvenience!"

"Hi [Name], thank you for your feedback. We understand price is an important factor. Our pricing reflects [quality/materials/service level]. That said, we're always looking to provide value – we regularly have promotions and would be happy to notify you of upcoming deals. We appreciate you taking the time to share your thoughts."

"Hi [Name], we're so sorry your package arrived damaged. This is unacceptable, and we take full responsibility. We're sending a replacement immediately and will work with our shipping partner to prevent this in the future. Please don't worry about returning the damaged item. Thank you for your patience."

"Hi [Name], we sincerely apologize for the long wait time. We've been experiencing higher than usual call volumes, but that's no excuse – your time is valuable. We're actively hiring additional support staff to reduce wait times. In the future, you can also reach us via [chat/email] for faster responses."

"Hi [Name], we're sorry to hear you had a negative experience. We'd really like to understand what went wrong so we can improve. Could you please contact us at [email] with more details? We're committed to making things right."

"Hi [Name], thank you for sharing your perspective. While we respect all businesses in our space, we believe we offer unique value through [differentiator]. We're always working to improve and would welcome specific feedback on what we could do better. Thank you for considering us."

"Hi [Name], we completely understand your frustration, and you have every right to be upset. Two mistakes are two too many. I'd like to personally look into your account and ensure this is properly resolved. Please contact me directly at [personal email]. We value your business and want to earn back your trust."