To reply or take it on the chin?

[Somebodyotherthanme]

Dh and I run a small business, have done for 20 years and have good Google reviews.
Yesterday had a customer approx 18 years old who came in a bit cocky and sweary who needed a part for something. (Quite specialist)
We didn't have it, we offered to order it but he wasn't from the area. He was quite agitated so we phoned two other people to try and help him out but it was a no go.
He has left us a one star review and said useless shop, they didn't have the part and know nothing about what they do.
I am so pissed off, we were busy, we are operating under
covid restrictions and it's quite stressful. I don't know what else we could have done.
I want to politely point out what we did to help him, dh thinks we should ignore as it is complete odds with our other reviews.
I hate that a school boy thinks he can just write what he likes because he didn't get what he wanted in the middle of a global pandemic with no thought that this is someone's livelihood.

Personally I would write a very polite reply underneath stating exactly what you did to help him.

id leave it, people seeing that review wont think bad

Yes just factually state what you did do and then leave it there.

Definitely reply along the lines of "Sorry we didn't have the part. It's very difficult to get hold of at the moment, and we did try several of our other contacts to find it for you, none of whom could source it either. We hope you have found it somewhere now"

Definitely reply with what @BlusteryLake said.
Then don't give the little dickhead another thought.

Yep. As above..post a factual, non emotional reply

Nothing wrong with a polite reply. If you put your side across the way you have on here, obviously don't mention his age or the fact that he was cocky and swearing, he will be the one who is left looking like an idiot.

This is why I could never run a public facing business, the dickheads would drive me nuts.

I also like @BlusteryLake response. Be super polite and factual. Not your fault he’s too dim to work out shops don’t stock every super obscure part in the world

Agree with BlusteryLake- good response. I think a non emotional factual reply is better than ignoring it. If he replies though don’t get drawn into an online argument!

I’d write a reply as above, but of course he can leave a review whatever his age or profession. If his money would have been accepted then he has exactly the same status as any other paying customer.

I had similar unfair for my business from an adult though. He was asking for something that wasn't possible. I wrote a very polite reply but managed to highlight what an entitled prick he was in the process. There wasn't really any way he could reply without looking even more idiotic.

*unfair review

Obviously wasn't going to mention his age or anything.
His comment has got one like I'm presuming that was from his mate who was with him.
I may have to leave it, I wouldn't put it past him to engineer some bad reviews if he felt even more aggrieved.
He had quite an attitude.
Bungaloid You don't know the half of it

I'd also add in your response that although you didn't have it in stock, you offered to order it but he needed it immediately and wasn't able to wait for delivery.

Yes reply without a second thought.

Definitely do reply it gives other customers a feel for who you are. Be factual and polite

Thanks for your input everyone.
Have decided not to respond, realised in the review he has changed the part he wanted to something simple rather than the specialist part he wanted. (Presumably to make us look even more crap?) Dh found him on Facebook and feels that he might be more arsey if he is called out.
The review as it stands makes him look quite unreasonable so we are just taking it on the chin.
The power of the internet
Be kind to your independent retailer folks, we do try and we are not all rolling in money.

I would 100% reply, correcting what he’s changed in his review and stating what really happened. You don’t need to be difficult, just factual.

I get what you're saying but people can write vexatious reviews and it's very difficult to challenge them.
Dh feels that his review is so at odds with our usual ones it stands out as being odd and unreasonable.
He was obviously in a pissy mood, has lied and might lie more just for shots and giggles.

*shits

I would ignore it tbh. It's really clear when someone was a dickhead from their reviews. If you have consistently good reviews, 1 1* won't hurt you.

realised in the review he has changed the part he wanted to something simple rather than the specialist part he wanted. perhaps you misunderstood what he wanted? Why not ask him, especially if you have the part he says he was looking for?

Yes, I know you're right SchrodingersImmigrant but we take a lot of pride in what we do, I'm only human and I'm just and pissed off at the casual disregard for the truth.
I think maybe I'm just tired, retail during covid has not been a walk in the park.
A glass of wine and a good night's sleep I'll be fine.
Thanks again!

If I see a bad review on a business page and the owner doesn't reply, I find it off putting - as if the owner isn't bothered about their reputation.

I recommend you do reposed. Something along the lines of "I'm sorry we were unable to help you further on this occasion. We did all we could with our current resources to source said item."