How to reply to a 2-star Google review: a UK trades guide

1. Thank them, briefly

Thank them for taking the time. Keep it short and calm, even if the review stings.

2. Own the main problem

Name the issue they raised in plain words and say sorry for it. No excuses and no blaming the customer.

3. Mention what went right

If they praised something, acknowledge it in one line. It reminds readers the job wasn't all bad.

4. Take it offline

Give a direct phone number or email and your name so you can sort it out properly, away from the review.

• Arguing in public. Even if you disagree, a long defence puts off readers more than the review does.
• Trading a refund for an edit. Fix genuine problems, but never make anything conditional on changing or removing the review.
• Customer details. No addresses, prices, invoices or anything personal about them.
• Admitting liability in writing. Say sorry for their experience. Save the details for a private conversation.

1. Job ran late

Thanks for the feedback, [Name]. Sorry the [job] took longer than we said, that's not good enough. Glad you're happy with the finish. Please call me on [number] if anything still needs looking at. [Your name]

2. Mess left behind

Thanks [Name], and sorry we didn't leave the site as tidy as we should have. I've raised it with the team. If you'd like us back to sort anything, call me on [number]. [Your name]

3. Poor communication

Thanks for letting us know, [Name]. Sorry you weren't kept updated, that's on us. I'd like to hear more, so please email me at [email]. [Your name]

4. Price higher than expected

Thanks [Name]. Sorry the final bill wasn't what you expected. I'd be happy to go through the costs with you, so please give me a call on [number]. [Your name]

5. Snag after the job

Thanks for the review, [Name]. Sorry about the [snag]. We'd like to put it right, so please get in touch on [phone or email]. [Your name]

6. Good work, bad experience

Thanks [Name]. Glad you're pleased with the [job] itself, and sorry the rest of the experience let you down. Please call me on [number] so I can hear what happened. [Your name]

7. Missed appointment

Thanks for the feedback, [Name]. Sorry we missed the appointment on [day]. That shouldn't happen. Please call me on [number] and I'll make sure it's sorted. [Your name]

8. No comment, just 2 stars

Thanks for the rating, [Name]. Sorry we didn't get everything right for you. If you're happy to tell me more, please call me on [number]. [Your name]

Reply templates

Eight ready-to-adapt starters for praise, mixed feedback, timing, price and workmanship.

Replying to a bad review

A calm five-step method and example replies for angry, mixed and no-comment reviews.

Replying to a good review

A three-part thank-you and eight examples that do not sound copy-pasted.

3-star and mixed reviews

A four-part reply and eight examples for mostly-good reviews with one niggle.

4-star reviews

A three-part reply and eight examples for happy customers who held one star back.

1-star reviews

Five calm steps and eight examples for the worst reviews.

Star-only reviews

What to say when there's a rating but no written comment, at every star level.

Reporting a fake review

When a review may break Google's rules, how to report it, and what not to do.

Asking for Google reviews

Simple habits and copyable scripts so happy customers leave a review without pressure.