A bad review is not a PR crisis — it is a QA ticket the world can read. Handle it like engineering.
Speed without recklessness
Post a short public acknowledgement within hours, then follow up with the customer directly. Do not debate facts in public threads; move facts to DMs or email.
Repair loops
When a complaint is fair, describe the specific fix: replaced item, refunded fee, retrained staff. Generic apologies signal nothing changed.
Signals beyond stars
Verification, photos of real work, and clear service boundaries reduce ambiguous disappointment — the root of many unfair-sounding reviews.
Disclaimer
Defamation and platform policies vary; seek legal advice for serious disputes.