What Should You Never Do When Responding to Reviews?

A bad response to a review is worse than no response at all. Here are the mistakes that damage your reputation more than any one-star review could.

Never Argue With the Customer

Even if the customer is wrong, arguing publicly makes you look defensive. Every potential customer reading the exchange will side with the reviewer. Take the high road every time.

Never Be Sarcastic

"We're sorry our world-class food didn't meet your exquisite standards" might feel satisfying to write, but it makes your business look petty. Sarcasm in review responses goes viral for all the wrong reasons.

Never Share Private Information

Don't reference what the customer ordered, how long they stayed, or what they paid. Revealing private details about someone's visit is a serious privacy violation and can lead to legal issues.

Never Blame the Customer

"If you had told us sooner, we could have fixed it" shifts blame to the customer. Even if true, it makes readers think you'll blame them too if something goes wrong during their visit.

Never Copy-Paste the Same Response

Using the same template for every review ("Thank you for your feedback!") signals that you don't actually read or care about reviews. Each response should address the specific points raised.

Never Ignore Negative Reviews

Silence is a response too — and it says "we don't care." Ignoring reviews tells potential customers that their experience won't matter to you either.

Never Threaten Legal Action

Threatening to sue a reviewer almost always backfires spectacularly. It generates negative press, makes you look aggressive, and rarely results in the review being removed.

The best approach is always calm, professional, and empathetic. If you struggle with this, consider hiring professionals who do this daily and know exactly what tone to strike.