2-Star Review Response Examples
A 2-star review is a disappointed customer who still gave you something to work with. Reply calmly, apologise sincerely, own the specific issue, and take the resolution offline. Never argue. Here are examples for common 2-star complaints.
Example replies
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Waited far too long and still didn't get what I came for. Frustrating.
We're genuinely sorry — a long wait and an unresolved visit is a frustrating combination and not the standard we hold ourselves to. We'd like to put it right. Please email us at hello@yourbusiness.com and we'll make sure you're looked after personally.
Felt like no one cared once they had my money. Won't be back.
This really isn't the experience we want for anyone, and we're sorry you felt overlooked. You deserve to feel valued from start to finish. We'd appreciate the chance to make it right — please reach out to us directly and we'll do exactly that.
Quality was well below what I expected for the price. Disappointed.
Thank you for telling us, and we're sorry the quality fell short of what you paid for — that's on us. We take this seriously and would like to understand what happened and make it right. Please get in touch and ask for the manager.
My booking was a mess and no one seemed able to sort it out.
We're sorry — a booking mix-up that no one could resolve is exactly the kind of thing we work hard to avoid. We're reviewing what went wrong so it doesn't happen again. Please contact us directly and we'll sort this out for you straight away.
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2-Star Review Responses — questions.
How should I respond to a 2-star review?
Reply promptly and calmly, apologise sincerely, acknowledge the specific issue the customer raised, and offer a private way to make it right. Avoid excuses and never argue publicly — your reply is read by every future customer.
Should I offer a refund in a 2-star review reply?
Don't promise refunds or admit fault publicly before you have the facts. Instead, move the conversation offline — invite the customer to contact you directly so you can understand what happened and resolve it appropriately.
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