How to reply to Google reviews (good and bad) - with examples
A warm reply turns a reviewer into a regular. Here's exactly what to say to 5-star fans and to unhappy customers - with copy-paste examples.
Team Sunaam · 4 July 2026 · 1 min read
Every review is a customer talking to you in public. A warm, timely reply tells the next hundred people that you care - and it lifts your ranking on Google.
Replying to a happy review
Keep it personal and short. Thank them, mention a specific detail, and invite them back.
"Thank you so much, Priya! We're so glad you loved the biryani - see you again soon. 🙏"
Avoid copy-paste sameness. Even one specific word ("the biryani") makes it feel human.
Replying to an unhappy review
Never argue. Acknowledge, apologise, and move it offline.
- Thank them for the feedback - it's a gift.
- Acknowledge the specific problem.
- Apologise sincerely, without excuses.
- Offer to fix it and take it to a private channel.
"We're sorry, Sam - a late order with no update isn't okay. We'd like to make it right; please message us and we'll fix this."
Reply fast, in their language
Speed matters - a reply within hours shows you're paying attention. And replying in the customer's own language (Hindi, Bengali, Tamil…) makes it feel like home.
Sunaam drafts a reply for every review in seconds, in your customer's language - you just tap approve. Start free.