Guide

Handle a negative or fake review the right way

A calm, four-step script for responding to bad reviews without escalating.

6 min read·6 steps

Your progress0 / 6

Wait 24 hours before replying
Never reply angry. Give yourself a full day. The instinct to defend or explain publicly is almost always wrong. Sleep on it, then respond.
Reply publicly in 4 short lines
Line 1: thank them for the feedback. Line 2: briefly acknowledge what went wrong (no excuses). Line 3: what you're doing about it. Line 4: invite them to reach out privately with your email.
Move the conversation offline
Send an email or call within 48 hours. Offer a genuine fix (refund, redo, credit). Most 1-star reviewers just want to feel heard. Handled well, 30% update their review to 4 or 5 stars.
Flag if it's actually fake
In your GMB dashboard, click the three dots on the review, Flag as inappropriate. Google removes fake reviews from non-customers, from competitors, and containing profanity. It takes 3 to 14 days.
Quick tip
Keep evidence: screenshots, order records, IP logs. When Google appeals, you'll need proof this person was never actually a customer.
Ask 5 happy customers for reviews the same week
The best defence against a bad review is diluting it with real ones. Text 5 recent happy customers a personal review request. Within 2 weeks, the bad review sinks below the fold and stops hurting.
Never argue publicly
Even if the reviewer lies. Even if they're being unfair. Public arguments make YOU look bad. Kill it with kindness or ignore it. Future customers are the audience, not the reviewer.

That’s the whole thing.

Wait 24 hours before replying