Scratchworks Full £29 pack

Guide for UK trades

How to reply to a Google review about lateness or delays: a UK trades guide

Running late, missing a slot or a job dragging on are some of the most common complaints trades get. Here's a calm four-part reply, what to avoid, and eight short examples you can adapt.

Jump to the examples Free 5-reply sample

Why timekeeping complaints deserve a reply

People checking you out want to know you'll turn up when you say. An honest reply that owns the delay and says what you've changed often reassures them more than the review worries them.

A four-part reply to a lateness or delay complaint

Reply within a couple of days. Three or four sentences is plenty.

1. Thank them, briefly

Thank them for the feedback. Keep it calm, even if the delay wasn't your fault.

2. Own the inconvenience

Say sorry for the wait or the wasted day. Their time matters, and saying so costs nothing.

3. One line on what you've changed

A short, true fix: text-ahead arrival windows, a call if you're running late, clearer start dates. No long excuses.

4. Offer to sort it privately

Give your name and a direct number or email so you can rebook or talk it through properly.

What to avoid

  • Blaming the customer. Even if they weren't in, "you weren't home" in public starts an argument.
  • A wall of excuses. Traffic, suppliers and other jobs in one reply sound like you never take the blame.
  • Promising what you can't keep. Don't say "this will never happen again" unless you've really changed how you book.
  • Trading a freebie for an edit. You can make up for a genuine let-down, but never make anything conditional on changing or removing the review.

Eight example replies to lateness and delay complaints

Swap the [brackets] for real details. Only say what's true for your job.

1. Turned up late

Thanks for the feedback, [Name]. Sorry we arrived later than agreed and didn't let you know sooner. We now text ahead if we're running behind. Please call me on [number] if there's anything else. [Your name]

2. Didn't turn up at all

Thanks [Name], and I'm sorry we missed your appointment. That shouldn't happen. I'd like to put it right, so please call me on [number] and I'll rebook you myself. [Your name]

3. Job took longer than quoted

Thanks for the review, [Name]. Sorry the job ran over the time we gave you. We should have kept you updated as it went. Happy to talk it through on [number]. [Your name]

4. Hard to get hold of

Thanks [Name]. Sorry you struggled to reach us. We've changed how we handle calls and messages so nobody waits that long again. You can get me directly on [phone or email]. [Your name]

5. Start date kept moving

Thanks for the feedback, [Name]. Sorry the start date changed more than once. I know that makes planning hard. I'd like to explain what happened, so please call me on [number]. [Your name]

6. Good work, but late

Thanks for the review, [Name]. Glad you're happy with the [job], and sorry we were late on the day. We've tightened up our arrival times since. [Your name]

7. Customer wasn't in (stay calm)

Thanks [Name]. Sorry the visit didn't work out. We arrived at the time we'd agreed, but I'd still like to get you sorted. Please call me on [number] to rebook. [Your name]

8. Delay caused by materials (true)

Thanks for the feedback, [Name], and sorry for the wait. A part was delayed by our supplier, and we should have told you sooner. I'm on [number] if you'd like an update. [Your name]

More help

Free guides for the other review situations.

Reply templates

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

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.

Price complaints

A four-part reply and eight examples for "too expensive" reviews.

Want 50 replies ready to paste, no-shows and delays included?

The 50 Google Review Replies for UK Trades pack covers praise, mixed feedback, angry reviews, no-shows and price complaints, plus a one-page note on what never to admit in writing.

£29 once · instant PDF on Gumroad · no subscription · templates only.

Get the Reply Pack (£29) Try 5 free replies first

By trade: Plumber · Electrician · Builder · Roofer · Landscaper

General guidance and templates only. Not legal advice. Google decides what it shows and how profiles rank, so results are not guaranteed: no ranking, lead or income guarantees. Follow Google's review policies: no fake reviews, no paid incentives, no review gating.

Common questions

Should I reply to a review saying I was late or didn't turn up?

Yes. Timekeeping is one of the first things people check. A short, honest reply that owns the delay and says what you've changed shows you take appointments seriously.

Should I explain why I was late?

Briefly, if it helps and it's true, such as an emergency on an earlier job. Keep it to one line. A long list of excuses reads worse than the review.

What if the customer was the one who wasn't in?

Stay calm and stick to facts without blaming them. Say you're sorry the visit didn't work out, mention you arrived at the agreed time if that's true, and offer to rebook privately.

Will replying to timekeeping complaints get me more work?

No guarantees. Google decides how profiles rank and what it shows. A calm reply helps future customers see how you handle problems. It does not promise rankings, leads or income.