How to Respond to a 1-Star Google Review (With Templates)

A single 1-star review can cost an Australian service business thousands in lost bookings. The good news: how you respond matters more than the review itself. 88% of consumers say a thoughtful reply changes their opinion of the business.

The 4-step response framework

1. Acknowledge — thank the reviewer for the feedback (yes, even the bad ones).
2. Apologise — without admitting legal fault, express regret for their experience.
3. Action — explain what you've done or will do to fix it.
4. Aside — move the conversation offline with a direct contact.

Template 1: Genuine complaint

"Hi [Name], thank you for taking the time to share this feedback. I'm really sorry your experience didn't meet the standard we strive for. We've reviewed what happened with our team and would love the chance to make it right. Please reach me directly at [email/phone] — I'm the owner and I'd like to personally sort this out. — [Your name]"

Template 2: Suspected fake review

"Hi [Name], we take all feedback seriously but we're unable to find any record of you as a customer. If we've made an error, please contact us at [email] so we can investigate. Otherwise, we'll be reporting this review to Google for verification."

What to never do

• Argue publicly or get defensive — future customers are watching.
• Reveal private customer details (a breach of Australian Privacy Principles).
• Offer refunds or discounts publicly — handle that offline.
• Wait more than 48 hours to reply.