Reply templates for 1-star reviews (health brand safe)

Six reply templates, each for Google and Trustpilot. None confirms that the writer is a customer or a patient.

Add nothing about the person. Each reply speaks about your process, not about them, and offers a private route.

Delivery or timing (Google)

We are sorry this went wrong. Thank you for the feedback. Waiting longer than you were told is a real problem and we do not want it to be anyone's experience. If you have an order with us, our team can look into where it sat and what caused the delay. The fastest route is to contact us directly with the order reference. We have been through our dispatch times for this period and are fixing what we found. You can reach us through the contact page on our website.

Delivery or timing (Trustpilot)

We are sorry this went wrong. Thank you for the feedback. Waiting longer than you were told is a real problem and we do not want it to be anyone's experience. If you have an order with us, our team can look into where it sat and what caused the delay. The fastest route is to contact us directly with the order reference. We have been through our dispatch times for this period and are fixing what we found. You can reach us through the contact details on our Trustpilot profile.

Billing or subscription (Google)

We are sorry this went wrong. Thank you for raising this. A charge that is not expected is worth sorting out properly, and we would like the chance to. If you have an account with us, our team can check the billing history on it and explain or correct anything that looks wrong. Our billing terms and cancellation steps are published, and we would rather fix a specific case than argue about it in public. You can reach us through the contact page on our website.

Billing or subscription (Trustpilot)

We are sorry this went wrong. Thank you for raising this. A charge that is not expected is worth sorting out properly, and we would like the chance to. If you have an account with us, our team can check the billing history on it and explain or correct anything that looks wrong. Our billing terms and cancellation steps are published, and we would rather fix a specific case than argue about it in public. You can reach us through the contact details on our Trustpilot profile.

The product itself (Google)

We are sorry this went wrong. Thank you for taking the time to write this. Feedback like it is how we find out what is not working. If you have ordered from us, our team can look at the specifics and talk through the options. We would rather hear the detail directly than leave it at a star rating. You can reach us through the contact page on our website.

The product itself (Trustpilot)

We are sorry this went wrong. Thank you for taking the time to write this. Feedback like it is how we find out what is not working. If you have ordered from us, our team can look at the specifics and talk through the options. We would rather hear the detail directly than leave it at a star rating. You can reach us through the contact details on our Trustpilot profile.

Support (Google)

We are sorry this went wrong. Thank you for the feedback. Waiting on a reply is the part of this that is hardest to forgive, and you are right to say so. If you have an open message with us, our team can find it and make sure someone answers it properly. We have looked at our response times for this period and have changed how these are picked up. You can reach us through the contact page on our website.

Support (Trustpilot)

We are sorry this went wrong. Thank you for the feedback. Waiting on a reply is the part of this that is hardest to forgive, and you are right to say so. If you have an open message with us, our team can find it and make sure someone answers it properly. We have looked at our response times for this period and have changed how these are picked up. You can reach us through the contact details on our Trustpilot profile.

It is about another business (Google)

We are sorry this went wrong. Thank you for the review. We think this may describe a different company, because the details do not match anything we recognise. If you did deal with us, please contact us with any reference you have and we will look into it properly. If it was another business, we would be grateful if you moved the review to their page. You can reach us through the contact page on our website.

It is about another business (Trustpilot)

We are sorry this went wrong. Thank you for the review. We think this may describe a different company, because the details do not match anything we recognise. If you did deal with us, please contact us with any reference you have and we will look into it properly. If it was another business, we would be grateful if you moved the review to their page. You can reach us through the contact details on our Trustpilot profile.

You have reported it (Google)

We are sorry this went wrong. Thank you for the feedback. We have asked the platform to look at this review, because parts of it appear to fall outside its published rules. That is the platform's decision to make, not ours, and the review stays up unless it decides otherwise. If there is a real problem behind it, we would still like to hear it directly and fix it. You can reach us through the contact page on our website.

You have reported it (Trustpilot)

We are sorry this went wrong. Thank you for the feedback. We have asked the platform to look at this review, because parts of it appear to fall outside its published rules. That is the platform's decision to make, not ours, and the review stays up unless it decides otherwise. If there is a real problem behind it, we would still like to hear it directly and fix it. You can reach us through the contact details on our Trustpilot profile.

From Remove One Star, https://www.removeonestar.com/resources/templates. Free to use and adapt.
