Best practices for engaging with your customers online.
Online reviews play a meaningful role in your shop’s reputation. Whether the review is positive or negative, your response helps customers feel heard and shows that you care about delivering a great floral experience.
Because many shoppers rely on reviews before choosing a florist, thoughtful engagement can strengthen trust, improve customer satisfaction, and even drive more orders to your business.
Why Customer Reviews Matter
Many shoppers read only a few reviews before forming an opinion about a business.
Positive reviews and professional responses build credibility.
Addressing concerns publicly demonstrates commitment to customer care.
Even one negative experience can influence many potential customers, so responding promptly and respectfully is essential.
How to Approach Review Responses
Always approach with a clear head
If a negative review feels surprising or frustrating, take a moment before replying. A calm and professional response reflects well on your business and helps keep the conversation constructive.
Show appreciation
Customers take time to share feedback. Expressing gratitude, regardless of the tone, demonstrates respect and professionalism.
Acknowledge their experience
Even if you disagree with their perspective, validating that they had a less-than-ideal experience can help defuse tension and show empathy.
Offer to resolve the issue
Encourage the customer to contact you directly so you can learn more and find a solution. This also helps move sensitive details offline.
Examples of Strong Responses to Negative Reviews
These templates help you remain professional, calm, and solutions-focused.
Example 1
“Thank you for sharing your concerns with us. We would appreciate the opportunity to learn more and make things right. Please call the shop and ask for (Your Name), and let us know you are following up on your review from (Review Platform). We value your business and hope to speak with you soon.”
Example 2
“We are sorry to hear that your experience did not meet expectations. We strive to provide beautiful floral designs and excellent service, and we would like to discuss how we can better assist you. Please call us at (Phone Number) and ask for (Your Name). We look forward to speaking with you.”
Example 3
“Thank you for your feedback. At (Business Name), we want every customer to feel satisfied with their order. When you have a moment, please call the shop at (Phone Number) and ask for (Your Name). We would like to better understand what happened and work toward a solution.”
Tips for Handling Follow-Up Conversations
Listen fully before offering solutions.
Apologize for the inconvenience, even if the situation was outside your control.
Explain your process for creating and delivering high-quality floral arrangements.
Ask how you can make things better and assist within reason.
End with appreciation for their business.
Even difficult interactions offer an opportunity to build loyalty and improve how customers perceive your shop.
If you are unable to reply to a Lovingly Review, our Support Team can help look into the issue. When you click Reply, your device should automatically open your default email program to send a response directly to the reviewer. If nothing happens, or the button appears frozen, this usually means your device does not have a mailbox set up or connected.
Please contact Support so we can confirm what is happening and guide you through the next steps.
Private Reviews
Some reviews are marked private because the customer chose that visibility option when submitting their feedback. Private reviews cannot be replied to or made public, and this setting cannot be changed.
Updating a Customer Review
If a customer would like to update or correct their review, they must send their revised review to help@lovingly.com and specifically request that the review be updated. We can only make changes when the customer directly requests it.
If anything seems incorrect or if you believe you should be able to reply but cannot, please reach out so we can take a closer look.
Final Thoughts
Professional, caring responses can turn a negative experience into a positive one—not only for the reviewer but for every future customer who reads your reply. Even a small gesture of kindness can help protect your reputation and maintain trust in your floral brand.
Need Help?
For further assistance, please reach out to our Support Team. We’re always happy to help.