How to respond to negative salon reviews

Salon reviews are personal: someone is unhappy with how they look. Answer with care, keep the stylist's name and the details out, and invite them back to talk.

Write 3 replies with the free generator

The rules

Thank the client and name the issue (the colour, the cut, the wait, the price).
Do not blame the client's hair, instructions or photos.
Do not single out or defend a named stylist in public.
Offer a conversation, not a free redo, unless a redo really is your policy.
Prices: if your price list is public, you can say so politely, but move the discussion offline.
Never make a refund, discount or freebie conditional on the customer changing or deleting the review. In the US the FTC's rule on reviews (in force since 21 Oct 2024) bans incentives conditioned on a review's sentiment and bans suppressing reviews through threats or intimidation (FTC).
Google reviews your reply before it appears (usually within minutes), shows it publicly as the business and notifies the customer, who can then edit their review (Google).

What not to write

“The colour you asked for doesn't work on damaged hair.”
“You were 20 minutes late, so we had to rush.”
“Nobody else has ever complained about Jess.”

Example replies

Illustrative example, not a real review

Review (1★): Asked for a trim and came out with a bob. Devastated.

Example reply:
Hi Laura,

Thank you for telling us. I'm really sorry you left unhappy with your haircut; that's the opposite of what we want. Could you call me on [phone]? I'd like to hear exactly what happened.

– [Name], [Salon]

Illustrative example, not a real review

Review (2★): Waited 30 minutes past my appointment, no apology.

Example reply:
Hi Kate,

Thanks for the feedback. I'm sorry to hear you were disappointed with the waiting time. Please reach me at [phone or email] so we can talk it through.

– [Name], [Salon]

Illustrative example, not a real review

Review (1★): Final price was way more than I was told.

Example reply:
Hi Nina,

Thank you for taking the time to write. I'm sorry to hear you were disappointed with the price. I'd like to go through it with you; please contact me at [phone or email].

– [Name], [Salon]

Write 3 replies with the free generator

Replies written for your real reviews

Paste your Google Maps link at checkout. We pick your 20 most recent unanswered 1–2★ reviews and write a calm, specific owner reply to each, in the reviewer's language, ready to paste into your Google Business Profile. Delivered by email, usually within 24 hours.

20 ready replies to your real bad reviews – €9 Sample PDF

Want the whole profile checked, not only the replies? The Google Business Profile audit is €19 (launch price, €49 from 1 Dec 2026).

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Sources

FAQ

Should I offer a free fix in the reply?

Only if you really offer that to every unhappy client. Otherwise invite them to talk and decide together.

Can I ask the client to update the review after we fix it?

You can mention it once, but never make the fix conditional on the review.