Negative Customer Reviews: Causes, Impact & How to Handle Them the Smart Way

Did you know – “94% of consumers say a bad review has convinced them to avoid a business”(Source: ReviewTrackers — “Online Reviews: Report & Trends)? That’s how much power one negative customer review holds.

One Unhappy Customer, One Delayed Delivery, One Poor Customer Service Interaction, and BOOM!! – Your brand’s online reputation is at stake. That’s why responding to a negative review is an art every brand should master.

Nowadays, Online reviews serve as SOCIAL PROOF that customers rely heavily on. Before purchasing any products or services, people seek star reviews, customer feedback, and even examples of bad customer experiences. It has become a key factor in deciding whether the brand is trustworthy. If you still don’t believe here’s what stats from multiple researches say:

97% of consumers consult product reviews before purchasing.
93% of shoppers say reviews influence their purchasing decisions.

So if you’ve ever wondered how much a bad review can hurt your business, the answer is simple: more than most brands realize.

But if we look at it from the other perspective, negative reviews are not always bad. If a brand knows how to handle negative customer reviews, it can be an opportunity to improve its online reputation, increase customer satisfaction, and reassure dissatisfied customers.
In this guide, we will break down everything Shopify merchants need to know on this topic, including:

Common Causes of Negative Customer Reviews

If you also wonder – “Why Do Unhappy Customers Leave Negative Reviews?” Let’s look at the three most common causes:

1. Bad Product Quality

One of the biggest reasons why customers post negative reviews is because the product they received does not match customer’s expectations. It may be due to:

This type of negative feedback often affects potential customers by questioning the reliability of the products or services offered.

2. Poor Customer Service

The next common cause behind negative reviews is bad customer service. Even when customers are dissatisfied with a product or service, many of them won’t post a negative review if the support experience is smooth, respectful, and solution-oriented.

In most cases, dissatisfied customers only go public when they feel ignored or stuck. You can use chatbots, post-purchase follow-up emails/calls, etc., to ensure excellent customer service from your end.

3. Poor Delivery Experience

Even when the product is perfect, a poor delivery experience can ruin the entire customer experience.

Dissatisfied customers leave online reviews about:

Delivery complaints are also common in Google reviews, especially when customers don’t know who to contact to register customers’ complaints.

If you still wonder – “Should a business respond to negative reviews?”…..Here’s a reality check for you:

78% of consumers say that seeing a business respond to reviews makes them more likely to use that business
33% of customers who got a response after leaving a negative review turned around and left a positive review (or removed the negative review).

Let’s look at some more Statistics that will convince you how important it is for businesses to know how to handle negative reviews:

Impact of Negative Customer Reviews on Your Business

• 94% of consumers say a negative online review has convinced them to avoid a business altogether.
• A single negative review can cause a business to lose 22% of its prospective customers (roughly 30 customers) when it appears.
• Only 9% of consumers would even consider purchasing from a business with an average star-rating of 1-2 stars.
• 99% of online shoppers check reviews when shopping online; 96% look specifically for negative reviews.

Also Read: Why User Reviews And Ratings Matter In Mobile App Marketing

How to Effectively Handle Negative Customer Reviews

Managing negative customer reviews the right way is much needed for protecting your brand’s online reputation and improving customer satisfaction, instilling trust and customer loyalty among your target audience.

If you are also wondering, “How to Turn Negative Reviews Into Positive Experiences”. Follow the below mentioned process below step by step:

1. Identify and Analyze Negative Customer Reviews

The very first step to handling negative reviews is to identify and clearly analyze those negative comments. Search across all platforms – Google Reviews, Social Media Page, the Marketplace your business operates in, and your official website. Not all these negative reviews are genuine – by tallying the negative reviewers with your database, you will find that several reviewers are not your clients at all. You need to segregate these fake reviews from the actual ones to handle each case appropriately.

Analyze common patterns in your genuine customers’ complaints – either about product issues, poor customer support, unclear policies, or any other gaps. Once you get a clear picture – “Why do people write bad reviews” about your business, you will have a better understanding of customer expectations and how to move forward.

2. Respond Professionally to Negative Reviews

It’s time to move on to the most important part of this article – responding to the negative comments! Well, this is a fact that negative reviews are inevitable, and no matter how well you stand out, you will get at least a few negative reviews.

Here’s How To Respond To Negative Customer Reviews:

• Respond fast with a personalized gesture – Be quick to respond to the reviewer. Personalized responses are most welcomed, so address the reviewer on your response. 53% of customers expect a reply after dropping a review – so respond to them.
• Respond to each review – No matter if it is genuine or fake, positive or negative – respond to it. Keep the sample responses ready beforehand for each type of review. For example, prepare thank you notes (positive reviews), apology notes (negative ones), issue fixed notes (to send after taking action), unknown notes (fake reviews), etc. You can customize it to add a personalized tinge to it.
• Show respect – Be grateful to the customers as they have taken the time to drop their valuable feedback.
• Answer logically – Be logical and appropriate to your answer instead of dropping an angry reply to a negative customer response. Prepare an explanation and drop it in your response.
• Ask for some time – In case you find the negative customer review is valid, and the fault is on your end, ask for some time from them to fix it.
• Connect personally – If needed, switch the conversation to a personal level – get in touch with the reviewer via call or text and on the page. It will let them know you have come across and pay attention to their problems.

Remember, the tone of response matters! Also, remember that you are always being watched. So, refrain from being rude – maintain a polished and professional tone instead.

Here are some Negative Review Response Examples given by Big Brands:

Example 1: Amazon

Example 2: Home Depot

3. Investigate the Issue Behind the Negative Review

Once you have replied to the review, your job is still not done. Next, you need to investigate and figure out the root cause of the issue that led to the negative review. This will also help you understand what your business’s weak points are and give you an opportunity to work on fixing it.

This step not just helps strengthen your brand’s relationship with that specific reviewer but also is a very determinant factor in building long-term customer loyalty and retention.

4. Fix the Problem and Rebuild Trust

After understanding the reason, work on solving it quickly. It can either be:

This is where you can truly turn negative reviews into positive experiences by showing customers that you value their time and concerns. A quick resolution ensures better customer feedback in the future and strengthens your customer experience standards.

5. Follow Up and Request Review Updates

Once the issue is fixed, you need to follow up with the customer. You can go ahead with:

Also, you must politely make an attempt to urge the customer to remove their negative review or upgrade it into a positive one since the issue has been resolved.

Knowing how to ask a customer to remove a negative review (or update it) professionally is important. One Simple Rule: NEVER PRESSURIZE THE CUSTOMER. If they are satisfied, they will automatically do it in one request else they can get more frustrated.

6. Appreciate and Thank Customers for Updating Reviews

Customers barely update the review – but if you can successfully convince them to update their negative reviews into positive ones, appreciate their efforts – DO NOT FORGET TO THANK THEM.

This practice also sets an example for a potential customer who may be reading through your business reviews to judge your reliability.

7. Share Your Success Story Across Channels

Lastly, don’t let all that effort go unnoticed. You have already invested time and dedication in turning a dissatisfied customer into a satisfied one, so be certain this success does not end just there. Promote these positive stories across your social channels, website, and internal brand communications.

You can use these stories to illustrate what your team has done to handle negative reviews from customers, to rebuild trust, and to provide a great customer experience, showing other potential customers that your brand is one that really cares about its customers, listens to their feedback, learns from their mistakes, and improves its services based on what it learns.

Best Practices (Do’s and Don’ts) for Negative Review Management

For a quick recap, here are some dos and don’ts to get more positive reviews:

Once you apply these best practices, the real impact begins. Here are the key benefits of addressing negative customer reviews the right way:

Conclusion: Key Takeaways for Shopify Merchants

As said earlier, no matter how good your products or services are, negative customer reviews are inevitable. But what truly sets successful brands apart is how they choose to handle them. When you take customer complaints seriously and respond with urgency and empathy, you not only resolve them but also strengthen your long-term relationships with customers.

Also Explore: MageNative’s In-App Review Feature

FAQ’s

1. What are the 4 types of Negative Customer Feedback?

Ans. Four main types of negative customer feedback include:

2. Why Do Unhappy Customers Leave Negative Reviews?

Ans. The major reasons why unhappy customers leave negative reviews are:

3. What is an example of a negative feedback response?

Ans. A strong negative customer review response example is:
“We’re sorry for the inconvenience – please share your order ID so we can fix this immediately.”

4. Is it possible to have a negative customer review removed?

Ans. Yes, if the review violates any platform policy, contains hate speech or is irrelevant, then most platforms automatically remove that negative review. But if the reviewer is genuine, the only option is to personally contact, fix the issue addressed, and then politely ask the customer if they can update or remove their review.

5. How to handle negative reviews on social media?

Ans. The best practice for handling negative customer reviews on social media is to respond quickly, acknowledge the concern with empathy, and move the conversation further to the DMs.

6. What are some examples of a bad customer experience?

Ans. Some bad customer experiences include:

7. How Do Customer Reviews Impact Businesses?

Ans. Customer reviews directly influence your business’s online reputation and whether a potential customer trusts your products or services. Positive reviews build trust and encourage more customers. On the other hand, negative customer reviews can hurt your reputation and turn customers away.