How to reply to a 1-star review
A reply to a 1-star review is written for the next customer as much as for the reviewer. They want to see that the business heard the complaint and did not argue.
- Wait until you are calm, then reply within a day or two. A steady reply soon reads better than a perfect one a week later.
- Name the exact problem in the reviewer's words: the wait, the bill, the rude moment. A general apology reads like a template.
- Say sorry once, then say what you will look into. Don't explain who was at fault or correct their account in public.
- If you can't find the visit in your records, say so politely and ask them to get in touch. Never call it fake in the reply; report a review that breaks Google's policies to Google instead.
Two example replies
Written for this page from made-up reviews, to show the approach. Change every detail to match what really happened.
A long wait at a clinic
Waited over an hour past my appointment and nobody told us why. Reception just kept saying “five more minutes”. Never again.
Thank you for telling us, and we're sorry. Waiting over an hour past your appointment with no explanation isn't acceptable, and hearing “five more minutes” again and again makes it worse. We're looking at how reception keeps patients updated when the doctor is running late. If you're willing to give us another chance, please call the front desk and we'll find a time that suits you.
A visit you can't find
Worst service ever. Rude staff, overpriced. Avoid.
We're sorry to read this. We couldn't match your visit to our records, and we'd like to know what happened: which day you came in and what went wrong. Please call us or ask for the manager when you're nearby, and we'll look into it properly.
Replies for other ratings
How to reply to a 2-star review
How to reply to a 3-star review