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Negative review response template

A negative review is public, so your reply is for everyone reading it later. This template lets you respond like a calm professional: thank them, acknowledge the issue, and move it somewhere you can fix it.

Subject line

Re: your review

Email body

Hi [first name], Thank you for taking the time to leave this, and I'm sorry your experience with [product/service] fell short of what you expected. You're right to expect better, and I'd like to understand what happened and make it right. The fastest way is for me to look at your specific account, which I can't do here in public. Could you email me directly at [email] (or reply here with a good way to reach you)? I'll personally take a look and follow up. We do read every review, and yours will help us fix this for the next person too. Thanks for giving us the chance to put it right. [Your name] [Title], [Company]

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When to use this email

  • You're replying publicly to a negative review on Google, Trustpilot, or an app store

  • Other potential customers will read your response

  • The issue needs account details you can't discuss in public

  • You want to show you take feedback seriously without arguing

Tips for making it yours

Write for the silent readers, not just the reviewer. Stay calm and professional

Never argue the facts in public, even if the review is unfair

Move it offline with a direct email or contact so you can resolve it

Keep it short. A long public defense reads worse than a brief, gracious reply

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