We know that receiving a negative review is frustrating, especially when the complaint seems to misrepresent your values as a business. However, studies have shown that a well crafted response can actually put your business in a position to look even more trustworthy and authentic than a profile with strictly 5-star reviews!
At UpCity, we believe that coming off too combative and recounting the situation back and forth too much via a response to the review can look bad to others. So we suggest keeping the response short, reiterating your values as a business, and then trying to take the conversation offline. We also suggest having the response be signed off at the end by a "real" person to help with authenticity.
If you need any help responding to a negative (or positive!) review, don't hesitate to reach out to your Customer Success Manager or to email@example.com.