Google Review Response Examples
Updated
These examples are starting points, not scripts. The best replies mention something specific from the review, so swap in real details every time. Customers can spot a copy-pasted reply instantly, and so can the people reading your reviews before they decide to visit.
How to make a template sound personal
- Use the reviewer's first name.
- Mention one detail they mentioned (the dish, the technician, the room).
- Vary your opening line. Don't start every reply with "Thank you for your review!"
- Sign off with a real name when you can.
- Keep it to two to four sentences for positive reviews.
Replies to positive reviews
Short and warm
"Thanks so much, Emma! We're thrilled you loved the brisket. See you next time!"
When they mention an employee
"Thank you, David! I'll make sure Carla sees this. She'll be happy to hear it. We appreciate you choosing us for your kitchen remodel."
First-time customer
"Welcome, and thank you for giving us a try, Nina! We're glad the first visit was a good one and hope to see you again soon."
Loyal, repeat customer
"Five years and counting. Thank you, Robert! Customers like you are the reason we love what we do."
Star rating with no written comment
"Thanks for the five stars, Lee! We really appreciate it."
They mention a specific service
"Thank you, Hannah! We're so glad the deep-cleaning service made a difference before your move. Good luck in the new place!"
Replies to neutral or mixed reviews
Good experience with one complaint
"Thanks for the thoughtful review, Marcus. We're glad you liked the food, and you're right that the music was too loud. We've turned it down on weeknights. Hope to see you again."
"It was fine"
"Thanks for stopping in, Olivia. We'd love to turn a 'fine' visit into a great one. If there's anything we could have done better, we'd really like to hear it."
Three stars, no explanation
"Thanks for the rating, Ben. If you have a moment, we'd love to know what would have made it five stars. Feel free to reach us directly."
Replies to negative reviews
Service problem
"Hi Kevin, I'm sorry your appointment started 40 minutes late. That's frustrating, and your time matters. We've changed how we schedule afternoon appointments to prevent it. Please call and ask for me (Angela) if you'd like to talk it through."
Quality problem
"Thanks for letting us know, Rachel. I'm sorry the cake didn't match what you ordered. Please give us a call. We'd like to make it right."
Billing problem
"Hi Tom, I'm sorry about the confusion with your invoice. Please call our office and ask for Jen. She'll go through it with you line by line and fix anything that's wrong."
Unfair or exaggerated review
"Hi Sara, we're sorry to hear about your experience. Our records show things a bit differently, and we'd really like to understand what happened. Please reach out to us directly so we can talk it through."
Review that might be fake
"We take every review seriously, but we can't find any record of this visit. If you're a customer, please contact us directly so we can look into it."
Replies to avoid
- "Thank you for your feedback." (on its own, it feels robotic)
- Any reply that blames the customer.
- The exact same reply on every review.
- Promotional replies stuffed with keywords or coupon codes.
For more on handling bad reviews, read our guide: How to Respond to Negative Google Reviews.