Should I reply to a bad review?

Yes, almost always. A calm reply shows future customers how you treat people when things go wrong. Wait until you have cooled down, and keep it short.

How fast should I reply?

Within a day or two if you can. Quick is good, but a considered reply beats a fast angry one.

Can I get a bad review removed?

Only if it breaks Google's content policies, for example spam, fake engagement or unsubstantiated allegations of criminal wrongdoing. Disagreeing with it or not liking it is not a reason Google accepts.

Should I offer a refund or discount in the reply?

Don't put offers in the public reply. Take the details offline. You must never offer anything in exchange for the customer changing or removing a review, as Google's policy bans it.

Can I reply if I think the review is fake?

Yes, and report it too. Reply briefly and politely, say you can't find a record of the job, and ask them to get in touch. Keep it factual.

Getting more Google reviews

How to respond to a bad review (with examples)

A calm, short public reply to a bad Google review protects your reputation more than the review hurts it. Here is how to write one, with examples for common tradie complaints.

The getmitch team 10 October 2026 5 min read

Reply once, in public, within a day or two, in a calm tone. Thank them for the feedback, acknowledge what went wrong without arguing about it, say what you will do, and move the conversation offline with a phone number or email. Then actually fix it. Your reply is mostly for the next customer who reads it, not the one who wrote the review.

Bad reviews happen to every tradie. A single 2 star among forty 5 stars barely registers, and a thoughtful reply can make it work in your favour. For the bigger picture of building a healthy profile, see How to get more Google reviews.

Before you reply

Stop and wait. Don't write the reply the moment you read it. Go and have a cuppa. A reply written angry stays on your profile for years.
Check the job. Look at your records. Did it happen? What was agreed? What do your notes and photos say?
Decide what category it is. A fair complaint, a misunderstanding, a rant, or a review that is not from a customer at all.
Decide whether to reply or report. If it breaks Google's policy, report it. If it just stings, reply.

The structure

Four parts, each one sentence or two:

Thank them and use their name. "Thanks for the feedback, Sam."
Acknowledge, don't argue. "I'm sorry the job didn't meet your expectations."
Say what happens next. "I'd like to put this right."
Take it offline. "Please call me on 0400 000 000 or email dale@example.com.au."

Leave out the long explanation. If you want to give your side, one sentence of fact is the limit.

Examples by complaint

The job ran late or you were late

Thanks for the feedback, Sam. You're right that we ran behind on Thursday and I'm sorry for the wait. That's not the service we want to give. I'd like to hear more, so please call me on 0400 000 000. Dale, Dale's Plumbing

The price was higher than expected

Thanks for letting us know, Priya. I'm sorry the final invoice came as a surprise. I'd like to go through it with you and make sure it matches what we discussed. Please give me a call on 0400 000 000. Dale

Quality of the work

Thanks for the feedback, Ben, and I'm sorry the finish isn't up to scratch. We'd like to come and have a look at it. Please call me on 0400 000 000 so we can book a time that suits you. Dale

A mess left behind

Thanks Jo, and sorry about the state we left things in. Cleaning up properly is part of the job. I'd like to make it right, so please call me on 0400 000 000. Dale

A disagreement over what was quoted

Thanks for the feedback, Maria. I'm sorry there was a mix up over the scope. I've gone back through our paperwork and want to talk it through with you, so please call me on 0400 000 000. Dale

You can't find any record of the customer

Thanks for the feedback. I can't find a job under this name in our records. Could you please contact us on 0400 000 000 so we can look into it? Dale, Dale's Plumbing

A rant with no detail

Sorry to hear that, Tom. We'd like to understand what went wrong and put it right. Please call me on 0400 000 000. Dale

A fair complaint where you've already fixed it

Thanks Lee. You were right about the leak and we're sorry it took a second visit. It's sorted now, and thanks for giving us the chance to fix it. Dale

What not to do

Don't argue in public. You may be right, and winning the argument will still cost you.
Don't reveal private details. Customer addresses, job prices, what they said to you. Keep it out.
Don't blame the customer. "If you had read the quote..." never helps.
Don't use all caps, sarcasm or exclamation marks.
Don't offer money or discounts in return for a changed review. Google's policy bans offering incentives to revise or remove a review. Fix the problem because it is the right thing to do, and let the customer decide what to do with the review.
Don't write a novel. Four short sentences beat four paragraphs.
Don't copy and paste one reply on every bad review.

Should you report it instead?

Google removes reviews that break its content policies. It will not remove a review just because you disagree with it or don't like it, and Google advises against reporting for that reason. Reasons that fall under policy include:

spam or fake engagement, including reviews from someone with a conflict of interest, such as a competitor
offensive content
unsubstantiated allegations of criminal wrongdoing or unethical behaviour

To report one, open your profile, go to the reviews, choose the report option next to the review, pick the reason and send. Google says evaluation typically takes several days, and you can follow the report in the Reviews Management Tool. If a flagged review stays up, the tool offers a one-time appeal of up to 10 reviews. The full process, including what a business can and cannot do, is in Can you delete a Google review?.

You can both reply and report. A short factual reply helps if the report is rejected.

If it turns into a dispute

Some complaints are really disputes over work or money. A review is not the place to resolve one. If the customer is threatening legal action, or you think the review contains false statements, talk to a lawyer or your state's fair trading office before you respond. This is general information, not legal advice.

Turn the review into something useful

A bad review often tells you something you would not hear otherwise. If three customers say you ran late, that is a scheduling problem. If two mention the mess, that is a clean-up problem. Make a note, fix the cause, and the next batch of reviews will reflect it.

The other thing that works is volume. If you ask every customer every time, one bad review sits among dozens of good ones. See Positive review responses for the other side of the coin, and how to ask for a Google review for the scripts.

Getting a draft reply

On the Local and Complete plans, Mitch writes a draft reply for each review, good or bad, and you edit it before it posts. For a bad one, the draft gives you a calm starting point so you are not writing it angry. Nothing posts until you approve.

Plan: A calm draft when you need one

Drafted replies come with Local, so a bad review gets a measured first pass rather than a 9pm reaction. Try it free for 14 days, no card. See [how it works](/au/platform/reviews).

Sources

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