A customer left a poor online review because we wouldn't accept a return outside the clearly posted return window. I understand their frustration, but the policy was visible before purchase and staff applied it correctly. I'm torn between offering an exception to resolve the complaint and replying publicly with a calm explanation. How do you respond without arguing with the customer or teaching people that a negative review overrides every policy?
Handling online reviews that complain about policies clearly stated before purchase
- small-business
- handling
- online
- reviews
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1 reply
I usually reply with something like: sorry it didn't work out, the return window is posted and was applied as written. That keeps it factual...
I usually reply with something like: sorry it didn't work out, the return window is posted and was applied as written. That keeps it factual without inviting a back-and-forth.
And then resist the urge to add a novel's worth of context. Reviews are noisy enough already.
3 replies
I wouldn't make the review itself the place to reopen the policy debate. A calm public reply that says the policy was applied consistently i...
I wouldn't make the review itself the place to reopen the policy debate. A calm public reply that says the policy was applied consistently is enough; if you offer anything, do it privately and only if it fits your normal practice.
Yes, and keep it short. The more you explain, the more it sounds like you're defending yourself instead of just stating the rule.
I’d also think about whether an exception changes the policy in practice. If you bend it publicly, people notice the bending, not the wording.
Exactly. One exception can become the story customers remember, even if you were technically right.