A bad reply to a negative review hurts more than no reply at all. The next 100 prospective customers will read the exchange — and they're judging the business more than the original reviewer.
The four-line framework
Line 1: acknowledge specifically. Line 2: apologize without excuses. Line 3: state what changed. Line 4: invite contact, off the platform. That's it. Four lines. No defensiveness, no over-explanation, no marketing copy.
Three things never to do
Never argue. Never share details that confirm a customer relationship in a regulated industry. Never thank a 1★ reviewer for "the feedback" — it reads as sarcasm. Match warmth to context.
Moving the conversation offline
The goal of a public reply is not to resolve the issue — it's to demonstrate to future readers that you care. Resolution happens in DM, email or phone. Always offer a direct channel.
Worked examples
2★ "Food was cold and we waited 40 minutes": "Maria, we're sorry — 40 minutes is well above our service standard, and the kitchen has been retrained on dish pacing this week. Could we make this right? Email manager@restaurant.com and we'll have you back as our guests."
1★ "Worst experience of my life": don't reply with the same energy. "Carlos, we hear you and that's not the visit we want anyone to have. Reply here or email us — we'd like to understand what happened and make it right."
Got feedback or a topic you want us to cover? Reach us at hello@repify.tech — every email reaches the team.