How do you handle negative comments or reviews on social media?

Social Media
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How do you handle negative comments or reviews on social media?

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Hi there :raised_back_of_hand:

Over the years, we’ve definitely come across negative comments and reviews on social media, and honestly—It happens to every business. What really matters is how you respond.

In our experience, replying quickly and politely makes a huge difference. Even when the comment feels unfair, showing that you’re listening helps turn tension into trust. Sometimes we move the conversation to a private message to resolve details, but we always make sure the customer knows publicly that we’re taking care of it.

We’ve also found that negative feedback can actually highlight areas where we can improve our services. A few times, what started as a complaint ended up becoming a positive testimonial after we solved the issue. And when your happy customers also share their good experiences, the occasional negative review doesn’t feel nearly as heavy.

At the end of the day, we see negative comments less as a problem and more as an opportunity to connect, improve, and show people that we truly care.

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To be responsible for every customer feedback, we choose to handle each comment carefully with our best, no matter if it is negative or not. We feel grateful for the people who leave negative comments, as it is better to let us know what we did wrongly, rather than say nothing and leave directly.

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I would reach out to them as soon as possible to request more details about the issues. Then, offer them a discount or store credit as compensation.

Throughout the process, I would keep an open mind and empathetic attitude to listen from their perspective. After all, what customers actually want is to feel heard, respected, and valued.

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Great question! For us, it really depends on the situation:

  • If it’s true feedback → we face it directly, accept it, and show that we’re listening. Many times this even sparks new ideas or topics for our social media.

  • If it’s a misunderstanding or incorrect → we take the time to explain and share the story behind it. Transparency usually earns more respect than just ignoring it.

We don’t believe in asking people to remove reviews under conditions—it feels less authentic. Instead, we treat every comment as a chance to engage, improve, and show our brand’s human side.

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Be quick and polite. Ask them to share what went wrong from your side and made them write such comments. Be focused on making them feel valued and knowing that you care for them and are ready for quick resolutions.

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If the comment is genuine and they’re facing a real issue, then respond to the comment immediately. It shows that your business is open to solving your customer problems. Even with a short reply like ‘We’re sorry about the negative experience, please email us at with your order id and we will try to make it right’ or something goes a long way.

If they’re not a customer and made a comment in the vein of ‘why you’ even with a negative tone, then too you try to educate them about your USP.

If the comment is just plain crap with no substance, then hide them.