How to Reply to Customer Reviews (Positive and Negative)
A public reply to a product review that sounds human and protects your brand.
Prompt preview
Write a public reply to this customer review of linen throw pillow cover. The review: Color was lighter than the photos and it took 9 days to arrive. Fabric is nice though. It's a negative review. Open with a sincere apology for their experience, acknowledge the specific problem, avoid defensiveness, and move the conversation to private support with our contact email. Future shoppers are the real audience: show we take problems seriously. Keep it under 80 words, use the customer's first name (Customer first name) if given, and never argue, blame the customer or share order details publicly. I run an online store called [Store name]. Brand voice: [three words, e.g. friendly, honest, crafted]. Shipping: [processing time, carriers, free-shipping threshold]. Returns: [return window and conditions]. Contact: [support email]. Use only the facts I give you: never invent reviews, ratings, awards, certifications, sales numbers or health and safety claims, and never promise delivery dates I haven't stated.