How to reply to a bad review when you're still annoyed

A bad review stings, especially when it's unfair. The trouble is that your reply isn't really for the reviewer. It's for every future customer who reads both, and they're judging how you handle problems.

Step 1: Vent first, privately

Write the reply you actually want to send. Don't hold back. You'll never post it, but getting it out means your real points don't get lost.

Step 2: Let AI turn it into something you'd sign

Here's a review of my business:
[PASTE REVIEW]

Here's what I honestly want to say (I'm frustrated, so ignore the tone):
[PASTE YOUR VENT]

Write a public reply that:
- Thanks them for the feedback in one short line, without grovelling.
- Acknowledges anything they're right about.
- Calmly corrects any factual errors, without arguing.
- Offers one clear next step to resolve it offline (e.g. email us at [ADDRESS]).
- Stays under 90 words.
No excuses, no sarcasm, no blaming staff.

Step 3: Sleep on it if you can

Most platforms don't punish you for replying the next day. Reread the draft in the morning and remove anything that still sounds like you're winning an argument.

When not to reply publicly

• The review includes personal data — report it to the platform instead.
• It's clearly fake or from a competitor — use the platform's reporting tools.
• There's a legal dispute — talk to an adviser first.