20 Review Response Templates That Work (Copy & Paste)
20 ready-to-use templates for responding to customer reviews. Positive, negative, and special cases covered. Copy, personalize, and publish.
20 Review Response Templates That Work (Copy & Paste)
Responding to customer reviews in a personalized way takes time. But not responding—or responding poorly—costs you in reputation.
These 20 templates give you a solid foundation to customize. They cover the most common situations: positive reviews, negative reviews, neutral reviews, and special cases.
How to use these templates: Copy, replace elements in [brackets] with your specific information, adjust the tone to match your brand, and publish. Never use them as-is without personalization—customers immediately spot generic responses.
Positive Reviews (5 Stars)
Positive reviews deserve a response. They strengthen customer relationships and show prospects you're engaged.
Template 1: Short and Warm Response
Hi [First Name],
Thank you so much for this feedback—it truly made our day! We're thrilled that [specific aspect mentioned] met your expectations.
See you soon at [Business Name]!
[Your Name], [Position]
Best for: Simple positive reviews without specific details.
Template 2: Response That Highlights the Team
Hi [First Name],
What a pleasure to read your review! I'm immediately passing your kind words to [employee name mentioned / the team]—this kind of feedback is the best reward for their hard work.
Thank you for taking the time to share your experience. We hope to see you again soon!
[Your Name]
Best for: Reviews that mention a team member by name.
Template 3: Response for a Regular Customer
Hi [First Name],
Your loyalty means so much to us. Thank you for continuing to trust us and for taking the time to share your experience.
It's customers like you that make us love what we do. See you very soon!
[Your Name]
Best for: Customers who mention they come back often.
Template 4: Detailed Response for a Thorough Review
Hi [First Name],
Thank you for such a comprehensive review! This is exactly the kind of feedback that helps us understand what works.
We're particularly happy that [specific element 1] and [specific element 2] met your expectations—these are areas we work hard on.
Thanks again, and see you soon at [Business Name]!
[Your Name], [Position]
Best for: Detailed reviews that mention multiple positive points.
Template 5: Response with Invitation to Return
Hi [First Name],
A big thank you for these kind words!
[If relevant: We've just launched [new product/service] that you might enjoy on your next visit.]
We look forward to welcoming you again!
[Your Name]
Best for: Creating an opportunity for a repeat visit.
Negative Reviews (1-2 Stars)
Negative reviews require more care. The goal: show professionalism to readers while attempting to resolve the issue.
Template 6: General Service Problem
Hi [First Name],
Thank you for taking the time to share your feedback. I'm sincerely sorry that your experience didn't meet your expectations.
[Specific acknowledgment of problem mentioned] isn't representative of what we want to offer our customers.
I'd love to discuss this with you to better understand what happened. Could you contact me at [email]?
[Your Name], [Position]
Best for: Service issues without very specific details.
Template 7: Wait Time Problem
Hi [First Name],
Please accept our apologies for the wait. You're right, [duration mentioned] is far too long, and I completely understand your frustration.
We've [corrective action: revised our organization / strengthened the team / modified our processes] to prevent this from happening again.
I sincerely hope you'll give us the opportunity to show you smoother service.
[Your Name]
Best for: Specific complaints about wait times.
Template 8: Product Quality Problem
Hi [First Name],
I'm truly sorry to hear that [product/dish/service] wasn't up to standard. What you describe doesn't match our usual standards.
I take this feedback very seriously. Could you contact me at [email]? I want to understand what happened and offer you [appropriate compensation: a new experience / a gesture of goodwill].
Thank you for alerting us.
[Your Name], [Position]
Best for: Quality issues with a specific product or service.
Template 9: Problem with an Employee
Hi [First Name],
Thank you for this feedback. The attitude you describe doesn't reflect our establishment's values, and I apologize.
I've taken time to review this situation with the team involved. Your comfort and satisfaction are our priority.
I would be honored to welcome you again to show you the service we truly want to offer.
[Your Name], [Position]
Best for: Complaints about staff attitude.
Template 10: Cleanliness/Hygiene Problem
Hi [First Name],
Thank you for alerting us. Hygiene standards are an absolute priority for us, and what you describe is unacceptable.
I immediately took corrective measures and reinforced controls with the entire team.
I understand this experience may have disappointed you. If you're willing to give us a second chance, I personally commit to ensuring your next visit is impeccable.
[Your Name], [Position]
Best for: Reported hygiene or cleanliness issues.
Template 11: Price / Value for Money Problem
Hi [First Name],
Thank you for your feedback. I understand that value for money is an essential criterion.
Our prices reflect [brief explanation: ingredient quality / expertise / included service], but I understand this may not meet everyone's expectations.
I'm available if you'd like to discuss this further. Thank you for sharing your feelings.
[Your Name]
Best for: Criticisms about prices perceived as high.
Template 12: Very Negative but Vague Review
Hi [First Name],
I'm sorry to read that your experience was disappointing.
To help us improve and understand what didn't work, I'd be grateful if you could contact me at [email] with more details.
Your feedback matters to us, and I sincerely want to understand what we could have done differently.
[Your Name]
Best for: Negative reviews without actionable details.
Mixed Reviews (3 Stars)
Average reviews are often the easiest to transform. The customer isn't completely dissatisfied—there's a foundation to build on.
Template 13: Mixed Review with Positive and Negative Points
Hi [First Name],
Thank you for this balanced feedback. I'm glad that [positive aspect mentioned] pleased you.
Regarding [negative aspect mentioned], your observation is pertinent and we'll work on it. This is exactly the kind of constructive feedback that helps us improve.
I hope that on your next visit, we'll have succeeded in improving this point. Thanks again!
[Your Name]
Best for: Reviews that mention both positive and negative points.
Template 14: Lukewarm First Visit
Hi [First Name],
Thank you for trying [Business Name] and sharing your thoughts.
I'm sorry this first experience wasn't entirely convincing. [Acknowledgment of negative point mentioned].
We'd love to welcome you again to show you what we do best. Feel free to ask for [recommendation: our specialty / advice].
[Your Name]
Best for: New customers who seem disappointed with their first experience.
Special Cases
Template 15: Response to an Old Review (more than 3 months)
Hi [First Name],
I'm discovering your review a bit late, but I still wanted to respond.
[If negative: Since your visit, we've worked on [improvement]. / If positive: Your feedback made us very happy at the time.]
I hope to have the opportunity to welcome you again to show you [the improvements made / that our quality remains consistent].
[Your Name]
Best for: Reviews you hadn't responded to.
Template 16: Response to a Review Without Comment (just a rating)
Hi [First Name],
Thank you for taking the time to rate us.
[If 4-5 stars: We're delighted that your experience pleased you!]
[If 1-3 stars: We would have loved to learn more about your experience to understand what we could improve. Feel free to contact us at [email].]
See you soon!
[Your Name]
Best for: Reviews with a rating but no text.
Template 17: Response to a Suspicious/Fake Review
Hello,
Unfortunately, we couldn't find any record of your visit to our establishment on the date indicated.
If you did visit us, please contact me directly at [email] with more details (date, approximate time) so I can verify and address your feedback.
We take all reviews very seriously and want to understand this situation.
[Your Name], [Position]
Best for: Reviews that seem fake or from a competitor.
Template 18: Customer Threatening to Leave a Bad Review
Hi [First Name],
I'm sorry to hear about your dissatisfaction.
Rather than focusing on the review, I'd prefer to focus on resolving your issue. Could you contact me at [email/phone] so we can find a solution together?
Your satisfaction is our priority.
[Your Name]
Best for: Situations where a customer threatens a bad review (use in private message before it's published).
Template 19: Response After Problem Resolution
Hi [First Name],
Thank you for our exchange on [date]. I'm happy we were able to [resolve the issue / find a solution / clarify the situation].
Your feedback helped us identify an important area for improvement. Thank you for taking the time to talk to us about it.
We hope to see you again soon under better conditions.
[Your Name]
Best for: After resolving an issue with a customer (hoping they'll update their review).
Template 20: Response for Healthcare/Medical Sector
Hi [First Name],
Thank you for your feedback. The quality of our patient care is our absolute priority.
[If negative: I'm sorry your experience wasn't satisfactory. For confidentiality reasons, I invite you to contact us directly at [phone] so we can discuss your situation privately.]
[If positive: We're touched by your trust. The entire team thanks you.]
[Your Name], [Position]
Best for: Healthcare professionals (attention to medical confidentiality).
Usage Tips
What to Personalize Every Time
- The customer's first name (always)
- Specific details from the review (problem mentioned, product, service)
- The corrective action (if applicable)
- The signature (your first name, position)
What to Avoid
- Copy-pasting without any personalization
- Using the same template for all reviews
- Ignoring specific details mentioned by the customer
- Responses that are too long (150 words max generally)
Adapting to Your Brand Tone
These templates are intentionally professional yet warm. Depending on your positioning:
- More formal: Replace "Hi" with "Dear", use strict formal language
- More casual: Add emojis (sparingly), more direct tone
- More corporate: Complete signature with position and company name
Save Time with AI
Personalizing each response takes time. ReplyStack automatically generates personalized responses taking into account:
- The specific content of each review
- Your tone and brand voice (configured once)
- Your establishment's key messages
- Your usual signature
The Chrome extension works directly on Google, TripAdvisor, and all review platforms. One click generates a suggestion you can validate or adjust.
Result: Personalized responses in seconds instead of minutes.
-> Try ReplyStack Free — 15 AI responses/month
Related articles: How to Respond to Negative Reviews • Best Review Management Software 2026
ReplyStack Team
Review Management Experts
