Reply templates · Hair & beauty salons
How to reply to an unfair 1-star review of your salon
Salon 1-stars have a pattern: the colour didn't match a screenshot from Instagram, a client no-showed and got charged, or you genuinely can't find the person in your booking system. Your reply isn't really for the reviewer — it's for the next woman deciding whether to trust you with a balayage.
Stay calm, name the salon's side once, and move the conversation to WhatsApp. Never argue chemistry in public.
Reply 1 · Warm, offering the fix
Hi Nadia, we're sorry you walked out unhappy — that's never how we want a colour appointment to end. Toning can settle differently on previously bleached hair, and we'd love the chance to adjust it: WhatsApp us and we'll book a correction with our senior colourist at no charge. — The team at [Salon]
Reply 2 · Brief and professional
Hi Nadia, thank you for the feedback. We'd like to put this right rather than debate it here — please WhatsApp us on [number] and we'll sort out a solution today. — [Salon]
Reply 3 · Polite but firm (no-show or unrecognisable booking)
Hi, we take every review seriously, but we can't match this to any appointment in our system. If you've reviewed the right salon, please WhatsApp us with your booking name and we'll investigate properly. If this was posted in error, we'd appreciate it being removed. — [Salon]
Before you hit reply
- Reply within 24 hours — future clients check whether you respond, not just what happened
- Never discuss what a client's hair 'needed' in public; offer the correction privately
- If it's a suspected fake, reply once calmly, then report it via the review's flag menu
- Don't offer freebies as a bribe to change the review — Google removes reviews traded for rewards, and it teaches clients to complain publicly
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