Smart Replies to Rude Comments Examples and Tips

If negative comments in online reviews are hurting your business, you’ll want to brush up on these smart replies to rude comments examples.

Online comments have become an integral part of our daily lives. While some of these comments – found on review sites, blogs, and social media – can be positive and uplifting, others can be negative and hurtful. As a result, it’s essential to know how to create the best replies to bad online comments. 

Responding to negative comments in a positive and constructive way can help defuse the situation and prevent it from escalating further. In this way, you can foster a more positive online environment and promote healthy online communication. 

This guide offers useful tips and strategies for crafting the best replies to bad comments.

The Impact of Negative Reviews on Your Business

Negative online reviews can significantly damage a business’s reputation and bottom line. 

In a survey conducted by BrightLocal, 86% of consumers reported being influenced by negative online reviews when making purchasing decisions. 

Negative reviews and rude remarks can also have a long-lasting impact on a business’s online presence, as they tend to rank higher on search engine results pages and can be seen by potential customers for years to come. In extreme cases, negative reviews can even lead to legal action, as businesses may try to sue reviewers for defamation or libel. 

The risks associated with negative online reviews make it essential for businesses to monitor and manage their online reputation proactively.

What Makes a Business Review Negative?

A bad business review typically contains several components that highlight the negative aspects of a customer’s experience with a company. These components include:

• A description of the poor quality of products or services provided by the business, citing specific examples of how they failed to meet expectations. 
• Highlighting issues with customer service, such as unresponsiveness, rude remarks, or a lack of empathy toward customer needs. 
• Mentions of problems with the pricing, such as high costs, hidden fees, or poor value for money.
• Expressions of dissatisfaction with the overall experience, detailing negative emotions such as frustration, disappointment, and anger. 

Individually or combined, these components represent a scathing critique of a business’s operations, potentially damaging its online reputation and deterring future customers.

Here’s an example of feedback a customer left after dealing with a rude person in a customer service position:

You can create the perfect comeback to any type of review you receive. Call us at 844-461-3632 for more information about our review management services.

Why Respond to Negative Reviews?

Why should a business owner respond to negative reviews and tolerate disrespect from rude people?

Responding to customer reviews is crucial for business owners in the digital age. By doing so, they can improve their reputation, build trust with customers, and ultimately drive more sales.

Let’s take a closer look at the reasons why you should respond to reviews, even if those reviews are negative.

Online Business Reputation

Responding to each negative review allows you to present your case to potential customers who may be reading those reviews. The simple act of writing a review response can work to rebuild trust between you and your customers, ultimately improving your online business reputation. 

Highlights Your Emotional Intelligence

Good business owners know that operations don’t always run flawlessly. Responding to negative reviews, even those from rude people, shows that you are using these negative comments and sentiments as a learning tool, helping you to improve service delivery or product value. Owning up to mistakes soothes ruffled feathers; by doing so, you’re asking for a second chance on the part of the reviewer and the public.

Showcases Genuine Care

A great customer experience is worth its weight in gold, and conscientious business owners take those experiences to heart. Responding to negative reviews signals that you care and you are willing to make things right. 

Improves Organic Search Visibility

Responding to reviews can improve organic search visibility by increasing the frequency of keywords associated with the business. When a business responds to a review, it can incorporate relevant keywords related to its industry and business, which can help improve its search engine ranking. 

Additionally, search engines tend to favor businesses that have a high level of customer engagement, including responding to reviews. This engagement tends to boost visibility in online search results. If new reviews aren’t showing up, check your Google Business Profile settings. You could be missing out on essential visibility in search results. 

5 Rude Comment Examples

Now that you’ve learned tips on how to reply to bad business comments, it can be valuable to review several common examples of what a rude comment might look like:

• “I had the worst experience with this business. The staff is made up of rude people, and they’re all unhelpful. I would never recommend this place to anyone.”
• “I ordered a product from this business, and it arrived damaged. When I tried to get a refund, they were extremely difficult to deal with and unresponsive. I will never do business with them again.”
• “The service at this restaurant was terrible. Our waiter was rude and inattentive, and the food was overpriced and underwhelming. Save your money and go somewhere else.”
• “I had an appointment with this business, and they completely forgot about it. When I called to follow up, they were dismissive and unapologetic. I would never trust them with my business again.”
• “The product I received from this business was nothing like what was advertised. It was of poor quality and clearly a knockoff. When I tried to get a refund, they accused me of lying. Terrible experience overall.”

Each of these comments requires a unique approach when responding. In our next sections, we’ll provide additional strategies for you to craft the perfect response to a rude comment.

At NetReputation, we work with individuals and businesses that need guidance regarding review management. Give us a call at 844-461-3632 to learn more.

Best Tips for Responding To Negative Comments About Your Business

Now that you have an understanding of why business owners should respond to negative comments, here are several best practices and tips for your response strategy:

Stay Calm

No business owner likes to be called out for a mistake. Responding with anger or frustration to negative comments often makes the situation worse, though. Instead, stay calm and try to approach the comment as a learning tool.  Take a deep breath so you can respond without losing your composure.

Thank the Customer

Always include a “thank you” message to commenters, even rude people and those leaving negative feedback. This act sets the stage for a positive interaction and shows the commenter that you value their feedback, no matter how bad it might be. 

Personalize Your Response

Instead of using a canned response to an unhappy customer, which can make them feel like they don’t matter, personalize your message. Use their name, specifically refer to their situation, and ask for their contact information so you can take the conversation offline.

A person who leaves a rude comment wants to be heard. A personal response to a negative comment helps them understand that you’re listening to their concerns. 

Stay Focused

Don’t meet a rude comment with your own bad behavior. For example, if the rude remarks include unsolicited advice or insults, you don’t have to address them if they’re not related to the main problem.

To defuse tension, address the specific concerns of the commenter without veering off in another direction. This will get you to the root of the issue quickly so the problem can be solved and you can both move forward.

Apologize and Sympathize

It’s critical that you take ownership of any real (or even perceived) negative experience. Say you’re sorry and that you acknowledge and understand the issue. If appropriate, provide an explanation of where things went wrong and how you’re going to improve. 

Offer Solutions

Once you’ve apologized for any negative experience the customer may have had, offer a specific solution to address their issues, such as a refund, discount, or replacement product or service. Be clear about what you can offer, and ensure it is reasonable and feasible for your business.

3 Strategies for Responding to Rude People Who Leave Reviews

There are three primary strategies to choose from when responding to a rude comment left by a customer. You may choose to respond in one specific way, or you may combine strategies to craft the perfect comeback. Let’s go over each one.

Option 1: Be Honest and Straightforward

Honesty goes a long way toward improving the perception of your business. Here’s an example of an honest and straightforward response to a rude comment:

“Thank you for taking the time to leave a review. We’re sorry to hear that your experience with our business was not up to your expectations. We take all feedback seriously and use it as an opportunity to improve our services. If you could please provide more details about your experience, we would greatly appreciate it. We want to make sure that we address any issues and make things right for our customers. Thank you again for your honest feedback.”

Option 2: Let Them Know the Facts About the Situation

Including facts about the situations in your response shows you’re paying attention to the concerns of your customer and helps to personalize the exchange. Here’s an example:

“Thank you for sharing your experience with our business. We apologize for the delay in your order and the inconvenience it caused. We experienced a delay in our supply chain due to unforeseen circumstances, which caused a backlog of orders. However, we have since resolved the issue and have taken steps to ensure it doesn’t happen again in the future. Your order has been shipped and should arrive within the next few days. Thank you for your patience and understanding, and please let us know if you have any further concerns.”

Option 3: Respond With Humor

A bit of humor often helps to turn down the heat on unpleasant encounters with rude people. When an unhappy customer leaves a negative review or bad comment, try lightening the situation with a response like:

“Thank you for leaving a review. We’re glad to hear that you found our service ‘interesting’! We strive to offer a unique and memorable experience for all our customers, but it sounds like we missed the mark with you. We appreciate your feedback and will take it into consideration as we work to improve. If you’re ever brave enough to give us another try, we promise to make it worth your while. Thanks again for your review.”

Humorous responses aren’t always the right choice. However, there are times when the rude comment itself will be tongue-in-cheek. For example, maybe the reviewer just wants attention or to complain publicly. If the rude comment has a backhanded compliment or pokes fun at the business, an aggressive approach or a straightforward solution won’t help your business. This is when witty comebacks may be the best way to publicly acknowledge the comment without taking it more seriously than it deserves.

We offer review management solutions for individuals as well as businesses. Get started today with a free consultation with one of our experts. 

How To Respond to Good Reviews

Responding to good reviews is potentially easier than the responses you make to negative reviews, but both types require a similar approach. The main difference is that when you’re responding to a positive review, you don’t have to do damage control.

• Thank the Customer: Always start by thanking the customer for taking the time to leave a positive review. Let them know how much you appreciate their kind words and support.
• Use Their Name: Address the customer by their name if it’s mentioned in the review. This adds a personal touch to your response and makes them feel valued.
• Be Specific: Highlight specific aspects of the customer’s experience that stood out to you. For example, if they mention your excellent customer service, thank them for recognizing your team’s efforts.
• Share the Feedback: Let the customer know their positive feedback will be shared with the team. This shows that you value their opinion and that their experience matters to you.
• Invite Them Back: Encourage the customer to return and mention any promotions or specials that might be of interest to them. This helps to build a long-term relationship with the customer.

The goal of responding to any review is to reinforce the business-customer relationship. By doing so, you’re gaining competitive advantages and positioning your company for long-term success. 

3 Smart Replies to Rude Comments

When responding to rude comments in online reviews, it’s important to stay professional and avoid engaging in a back-and-forth argument. Here are some examples of smart responses that take the high road:

• In Response to a Rude Comment That Makes Personal Attacks: “We’re sorry to hear you had a negative experience with us. We strive to provide the best possible service to all of our customers, and we take your feedback seriously. If there’s anything we can do to make things right, please don’t hesitate to reach out to us directly.”
• In Response to an Overly Critical Review: “Thank you for your feedback. We understand that we can’t please everyone, but we’re always looking for ways to improve our service. We appreciate your input and will take it into consideration as we move forward.”
• Responding to a Factually Incorrect Review: “We appreciate your review, but we’d like to clarify a few points. [Insert correct information here.] We apologize for any confusion or inconvenience this may have caused, and we hope to have the opportunity to serve you again in the future.”

Remember, responding professionally to rude comments can help show potential customers that you take feedback seriously and are committed to providing the best possible service.

Dealing With Online Reviews That Only Use One Word

Dealing with online reviews that only have one word can be challenging, as they don’t provide much information or context to work with. However, it’s still important to respond to these reviews using the tips illustrated in the above sections.

One approach is to thank the reviewer for their feedback and express regret that their experience didn’t meet their expectations. You can then ask for more information about their specific concerns and offer to address the issue directly with them.

For example, you could say something like: “We’re sorry to hear that your experience with us was poor. Could you please provide us with more information about what went wrong so we can address the issue and make things right for you? You can reach out to us directly at [contact information]. Thank you for your feedback.”

It’s also worth noting that one-word reviews are often seen as unhelpful or even suspicious by other users, so it’s important not to let them overshadow the many positive reviews your business may have. Focus on responding to all reviews in a professional and helpful manner, and continue to provide high-quality service to your customers.

Speak with a review management and ORM expert by calling 844-461-3632 today.

Industry-Specific Responses to Bad Business Reviews

Every industry is different, and review responses to bad comments may benefit from leveraging the unique nature of the industry and its customers. Here are specific examples of the best replies for bad comments (and positive feedback) broken down by common industries.

Best Responses for Restaurants

• Rude Comment Response: “We’re sorry to hear that your experience at our restaurant wasn’t up to par. We take all feedback seriously and will use your comments to improve our service. If you’d like to discuss the issue further, please don’t hesitate to reach out to us directly at [contact information]. We hope to have the opportunity to make things right and earn back your trust.”
• Positive Review Response: “Thank you so much for taking the time to share your experience at our coffee shop! We’re thrilled to hear that you enjoyed your meal and that our service met your expectations. We hope to have the pleasure of serving you again soon!”
• Responding to a Review That Mentions a Specific Dish: “Thank you for trying our [dish name] and for sharing your thoughts with us. We appreciate your feedback. We’re always looking for ways to improve our menu and service, so please let us know if you have any suggestions for the future.”

Best Responses for Healthcare Companies

• Rude Comment Response: “We’re sorry to hear that your experience with our healthcare company fell short of your expectations. We take all feedback seriously and will use your comments to improve our service. If you’d like to discuss the issue further, please don’t hesitate to reach out to us directly at [contact information]. We want to make sure that all of our patients receive the highest quality of care, and we appreciate your feedback.”
• Positive Review Response: “Thank you so much for taking the time to share your positive experience with our healthcare company. We’re thrilled to hear that our team was able to provide you with the care and support you needed. It’s always our goal to exceed our patients’ expectations, and we’re glad we could do that for you. Thank you for choosing our healthcare company for your needs.”
• Responding to a Review That Mentions a Staff Member: “Thank you for your feedback about our healthcare company and the care you received from our staff member. We’re proud of the high level of service that our team provides, and we’re glad to hear that it made a difference for you. We’ll be sure to pass along your kind words to our staff member, and we hope to continue providing you with top-notch care in the future.”

Best Responses for Car Dealerships

• Rude Comment Response: “We’re sorry to hear that you had a negative experience with our dealership. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
• Positive Review Response: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you had a great experience with our dealership. Our team strives to provide excellent service to all of our customers, and we’re happy that we were able to exceed your expectations. We appreciate your business and look forward to serving you again in the future.”
• Responding to a Review That Mentions a Vehicle: “Thank you for leaving a positive review and mentioning the vehicle you purchased. We’re glad to hear that you’re happy with your purchase and that our team was able to help you find the right vehicle for your needs. We appreciate your business and hope that you enjoy your new car. If you need any further assistance, please don’t hesitate to reach out to us.”

Best Responses for Gyms and Spas

• Rude Comment Response: “We’re sorry to hear that you had a negative experience with our gym. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
• Positive Review Response: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you’re enjoying our gym and that our team has been able to help you reach your fitness goals. We appreciate your business and look forward to continuing to support you on your fitness journey.”
• Responding to a Review That Mentions a Class or Trainer: “Thank you for leaving a positive review and mentioning our [class/trainer]. We’re glad to hear that you enjoyed the experience and that our team has been able to provide you with a great workout. We appreciate your business and hope to see you again soon for another class or session with the same trainer.”

Best Responses for Real Estate Businesses

• Responding to a Rude Person: “We’re sorry to hear that you had a negative experience with our real estate services. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
• Response to a Positive Review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you had a great experience working with our team and that we were able to help you find your dream home. We appreciate your business and look forward to continuing to assist you with your real estate needs in the future.”
• Responding to a Review That Mentions a Property or Agent: “Thank you for leaving a positive review and mentioning our agent [name] and the property they helped you find. We’re glad to hear that you had a great experience working with them and that we were able to find the perfect home for you. We appreciate your business and hope to continue to provide you with excellent service in the future.”

Best Responses for Travel Companies

• Responding to a Rude Person: “We’re sorry to hear that you had a negative experience with our travel services. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
• Response to a Positive Review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that you enjoyed your travel experience with us and that our team was able to provide you with excellent service. We appreciate your business and hope to have the opportunity to serve you again in the future.”
• Responding to a Review That Mentions a Destination or Activity: “Thank you for leaving a positive review and mentioning your experience in [destination] and the [activity]. We’re glad to hear that you had a great time and that we were able to help make your travel experience memorable. We appreciate your business and hope to continue to provide you with excellent service in the future.”

Best Responses for SaaS Companies

• In Response to a Negative Review: “We’re sorry to hear that you had a negative experience with our software. We take all feedback seriously, and we appreciate you bringing this issue to our attention. We would like to make things right and have the opportunity to discuss your experience further. Please contact us directly at [contact information] so that we can work to resolve the issue.”
• Response to a Positive Review: “Thank you for taking the time to leave us a positive review. We’re thrilled to hear that our software has been able to help you and your team achieve your goals. We appreciate your business and hope to continue to provide you with the best possible experience.”
• Responding to a Review That Mentions a Feature or Function: “Thank you for leaving a positive review and mentioning the [specific feature] of our software. We’re glad to hear that it’s been helpful to you and your team. We’re committed to constantly improving our software, and your feedback helps us do just that. We appreciate your business and hope to continue to provide you with the best possible experience.”

Best Responses for Financial Companies

• In Response to a Negative Review: “We’re sorry to hear that you had a negative experience with our financial services. We take all feedback seriously, and we would like to work with you to address any issues you may have. Please reach out to us directly at [contact information] so that we can work to resolve the issue and ensure your satisfaction.”
• Response to a Positive Review: “Thank you for your kind words and for taking the time to share your positive experience with our financial services. We are committed to providing exceptional customer service, and we’re glad to hear that our efforts are making a difference. We appreciate your business and look forward to continuing to serve you.”
• Responding to a Review That Mentions a Financial Product or Service: “Thank you for leaving a positive review and mentioning our [specific financial product or service]. We’re glad to hear that it has been helpful to you, and we appreciate your business. We are constantly striving to improve our products and services, so please feel free to reach out to us if you have any additional feedback or suggestions.”

Best Responses for Educational Centers

• In Response to a Negative Review: “We’re sorry to hear that you had a negative experience with our educational company. We take all feedback seriously, and we would like to work with you to address any issues you may have had. Please contact us directly at [contact information] so that we can work to resolve the issue and ensure your satisfaction.”
• Response to a Positive Review: “Thank you for your kind words and for choosing our educational company. We are thrilled to hear that you had a positive experience with our services, and we appreciate your feedback. We are committed to providing the highest quality education, and we look forward to continuing to support your learning journey.”
• Responding to a Review That Mentions an Educational Program or Service: “Thank you for your review and for mentioning our [specific educational program or service]. We’re glad to hear that it has been helpful to you, and we appreciate your business. We are constantly striving to improve our educational offerings, so please feel free to reach out to us if you have any additional feedback or suggestions.”

Best Responses for Fashion Brands

• Response to a Negative Review: “We’re so sorry to hear that your order didn’t arrive on time. We take full responsibility for the delay and understand how frustrating that must have been for you. Please send us a direct message so we can make it up to you.”
• Response to a Positive Review: “Thank you so much for taking the time to leave such a kind review! We’re thrilled to hear that you love your new clothes and that they fit you so well. It means the world to us!”
• Neutral Review Response: “Thanks for sharing your thoughts with us. We appreciate your feedback and will definitely take it into consideration moving forward. We hope you’ll continue to shop with us in the future.”

Final Thoughts: Setting Healthy Boundaries Through Review Responses

Responding to positive and negative comments in reviews is crucial for businesses as it shows that they care about their customers and value their feedback. When responding to negative reviews, it’s important to stay calm and professional, acknowledging the customer’s concerns and offering solutions or explanations. Witty comebacks can also be used in some situations to defuse tension. 

When responding to positive reviews, businesses should express their gratitude and appreciation for the feedback and use it as an opportunity to promote their brand and services. Overall, responding to reviews can help businesses improve their online reputation and build a stronger connection with their customers.

At NetReputation, we provide services for brands to create, grow or repair their digital reputation. Whether you’re prioritizing your personal or professional online reputation, our experts can help. Give us a call at 844-461-3632 or fill out the contact form below to speak with an expert.