Every pet operation selling on a marketplace receives, sooner or later, a negative review, even when the product and service consistently follow a solid quality standard. Hugo Galvao de Franca Filho, founder and director of Enjoy Pets, treats this kind of review as an inevitable part of the operation, not an exception that only happens when something goes badly wrong in the sales process.
The most common mistake is ignoring a negative review, hoping it goes unnoticed among the accumulated positive ones. That silence tends to cost more than any imperfect response, because the customer deciding whether to buy is precisely the one reading those difficult reviews to understand how the store behaves when something doesn’t go as expected.
Responding quickly keeps the problem from looking bigger than it is
Taking too long to respond to a negative review gives the impression that the store isn’t closely watching its own sales channel, which worries any potential customer reading that history before deciding to buy. A quick response, even without an immediate solution to the problem reported, already shows there’s someone paying attention on the other side of that operation.
Hugo Galvao de Franca Filho reinforces that response time matters just as much as the content of the response itself, because it tells the customer reading the review that the store takes complaints seriously, regardless of whether the reported problem is fully or only partly grounded in what the buyer actually experienced.
Tone matters more than the solution offered
A defensive response, one that tries to prove the customer wrong, tends to push away readers more than the original negative review itself. Acknowledging the discomfort reported, even when the store disagrees with part of what was said, keeps the conversation in a tone that other customers read without feeling that the operation treats complaints as a personal attack.
Enjoy Pets, featured at www.enjoypets.com.br, guides responses that acknowledge the reported problem before offering any explanation of what may have happened during the purchase process. According to Hugo Galvao, this tone reduces the chance of a negative review turning into a public back-and-forth of accusations that hurts the store’s reputation far beyond the original problem reported.
Moving the conversation to a private channel resolves things without exposing details
After publicly acknowledging the reported problem, moving the conversation to a private channel allows specific details, like a refund or exchange, to be resolved without exposing sensitive order information to someone who’s just reading the review out of curiosity before deciding their own purchase on that marketplace.
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Hugo Galvao notes that this move also keeps the public discussion from dragging on longer than necessary, which can happen when customer and store exchange several visible messages trying to resolve something that, in practice, only requires checking a specific order and offering a solution that matches what actually happened during delivery.
A well-handled review also convinces those who haven’t bought yet
Someone reading a negative review before buying isn’t just looking for what went wrong; they’re trying to understand how that store reacts to a problem. A well-crafted response turns a bad review into proof that the operation takes responsibility and follows through, which tends to weigh more on the purchase decision than the complete absence of any negative review in the history.
For Hugo Galvao de Franca Filho, treating each negative review as an opportunity to demonstrate a stance, rather than just putting out an isolated fire, builds a more solid reputation over the medium term. No operation avoids complaints entirely, but how it responds ends up weighing more than the reported problem itself on the decision of someone still deciding whether to buy there.
