Replies for the Google reviews law firms get, written so they never confirm that someone is a client or describe a matter. These examples are not legal advice. Swap in your details and sign with a real name.
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Thank them and pass the compliment to the office. Leave out whether they hired the firm and anything about the work.
Example review
“They explained everything clearly and I always knew what was happening next. Five stars.”
Reply
Thank you for the kind words. Clear communication matters to our office, and we appreciate you taking the time to write. [Your name], [Role], [Firm]
Example review
“The person who answered the phone was patient and never made me feel rushed.”
Reply
Thank you for mentioning our team. We ask everyone who answers the phone to be patient, and it helps to hear when that comes through. [Your name], [Role], [Firm]
Example review
“Jordan Hale was prepared and respectful in every meeting. I would send friends here.”
Reply
Thank you for the kind note about our team. We will pass the compliment along. We are grateful you took the time to write. [Your name], [Role], [Firm]
Example review
“(5 stars, no comment)”
Reply
Thank you for the 5 stars. We appreciate it. [Your name], [Firm]
Thank them for the good part, own the service problem in general terms, and give a name and number. Do not agree that a result was “fine” or that a number was quoted.
Example review
“Good work overall, but it took days to get a call back when I had a question.”
Reply
Thank you for the feedback. Waiting on a call back is frustrating, and we are sorry. Please call [Name] at [phone] so we can talk about what happened. [Your name], [Role], [Firm]
Example review
“The result was fine, but the invoice was much higher than the number I was first given.”
Reply
Thank you for raising this. A bill should match what was explained ahead of time, and we would like to look into what you were told. Please call [Name] at [phone]. We will not discuss fees in a public reply. [Your name], [Role], [Firm]
Example review
“Three stars. I liked the office, but I could never get a straight answer about timing.”
Reply
Thank you for the review, and we are sorry the timing was unclear. If you would like to talk it through, please call [Name] at [phone]. [Your name], [Role], [Firm]
Apologize for the experience they describe, say once that the firm cannot discuss a matter in public, and give a direct way to reach a named person. Do not argue the facts.
Example review
“My lawyer never called me back about my custody case. Weeks of silence.”
Reply
We are sorry to read this. Going without a call back is not acceptable. We cannot discuss a matter in a public reply. Please call [Name] at [phone] so we can speak with you directly. [Your name], [Role], [Firm]
Example review
“The receptionist was rude when I asked for an update.”
Reply
Thank you for telling us, and we are sorry. Everyone who calls our office should be treated with courtesy, and I am following up with the team. If you are willing, please call me at [phone]. [Your name], [Role], [Firm]
Example review
“They lost my case and then stopped returning emails. Waste of money.”
Reply
We are sorry you are unhappy. We cannot talk about a result, a fee, or a file in a public reply. Please call [Name] at [phone] if you would like a private conversation. [Your name], [Role], [Firm]
Example review
“They missed a filing deadline and my claim was thrown out.”
Reply
We are sorry to read this. A concern like this needs a direct conversation, not a public one. Please call [Name] at [phone]. [Your name], [Role], [Firm]
These are the reviews where a careful reply most often says too much. Stay general. Do not correct the record in public.
Example review
“Ava Chen handled my lawsuit against Northwind Housing in county court and I still have not seen a penny.”
Reply
Thank you for writing. We cannot discuss the details of any matter here. Please call [Name] at [phone] and we will take it from there. [Your name], [Role], [Firm]
Example review
“This firm is dishonest. They destroyed my family. Avoid.”
Reply
We are sorry to read this. We would like to understand the concern. Please call [Name] at [phone]. [Your name], [Role], [Firm]
Example review
“I paid a $5,000 retainer in March for a divorce and nobody has filed anything.”
Reply
Thank you for letting us know. Please call [Name] at [phone] so we can speak privately. [Your name], [Role], [Firm]
Example review
“Came in for a free consult and they spent the whole time selling me. Never hired them.”
Reply
Thank you for the feedback. We are sorry the conversation felt that way. If you would like to tell us more, please call [Name] at [phone]. [Your name], [Role], [Firm]
A law firm review is public the moment it is posted, and so is the reply under it. The safest reply does two jobs: it shows a person at the firm read the review, and it moves anything specific off the page. It does not confirm that the reviewer is a client. It does not deny it either. It does not describe a matter.
That means the reply skips the kind of work, the court, the other party, the result, the strategy, the fee, and the dates, even when the review includes them. A reviewer may choose to share those details. The firm does not have to adopt them. If something in the review is wrong, the correction belongs in a private call, not in a paragraph the next reader can quote.
This page is not legal advice. It is a set of examples for the public writing problem. The rule that binds the firm is the one in its jurisdiction, and a reply should get the same review as any other statement the firm puts its name on.
Templates are a starting point, and every review is slightly different. MagicReply for professional services drafts a reply to each Google review in a calm firm voice. The draft thanks the reviewer without confirming a client or describing a matter, and someone at the firm edits and approves it before it posts.
A reply does not change the arithmetic of the firm’s average. The Google review calculator shows how many new 5-star reviews it takes to move an average, and it runs in the browser with no account. For the rest of the writing guides, start at review reply guides. For complaints in general, read how to respond to negative reviews. For other kinds of business, see the review response templates, or paste a review into the free reply generator.
Connect your Google Business Profile, and MagicReply drafts a reply for each review that you can edit and approve before it posts.