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Google reviews for a dry cleaner: asking, replying, looking after your listing

A dry cleaner looks after clothes that have value for their owner, sometimes sentimental. A stain that stayed or a damaged garment triggers a harsh review. Here is how to reply seriously and without jargon.

Situations that come up

  • The stain that stayed

    Some stains don’t come out. Acknowledge the disappointment, avoid technical vocabulary in public and offer to look at the garment with the customer.

  • The garment that was damaged or shrunk

    This is the most serious complaint. Don’t blame the label or the fabric in front of everyone. Apologise, ask for a contact and say you are looking at what you can do.

  • The late pick-up or the lost item

    A ticket that can’t be found or an item put in the wrong place is annoying. Apologise simply and invite the customer to come in with their ticket.

  • The review of satisfaction

    Say thank you and mention what the customer noticed: the care, the speed, the service. Stay concrete and short.

Three reply templates to adapt

Fill in the fields (optional)

An empty field stays in square brackets in the text: fill it in before publishing. Read it over and change a few words, a reply that looks written for this person beats a copy-paste.

  • Stain that stayed

    A stain did not come out.

    Hello [first name], thank you for your feedback. We are sorry the stain stayed, [problem]. Drop in with the garment so we can look at it together, or write to us at [contact]. The [business name] team.

  • Damaged garment

    A garment was damaged or changed after cleaning.

    Hello [first name], thank you for taking the time to write to us. We are truly sorry for what happened to your garment, [problem]. Could you contact us at [contact] so we can look at what we can do? [business name].

  • Thank-you

    Positive review.

    Thank you [first name] for your message! Knowing that [specific point] satisfied you makes the whole [business name] team happy. See you very soon.

Other cases (fake, unfair, no comment reviews): the twelve general templates.

Where to put your review QR code

  • At the counter, next to the drop-off or pick-up ticket.
  • On the bag or the cover handed over with the cleaned clothes.
  • On the pick-up ticket, with one short sentence above the code.

The direct link, the QR code and an A4 poster with your name are made here: Google review link and QR code (free, no account). The same QR code for all your customers, with no sorting.

To check on your Google listing

  • The services offered: dry cleaning, ironing, alterations, duvet cleaning, leather.
  • Your hours, usual lead times and closing days.
  • Photos of the counter and the finished work, with no recognisable customer clothes.

To go through the rest: the 17-point listing check-up. A complete listing doesn't guarantee a better ranking, it mostly keeps you from losing a customer over wrong info.

To avoid

  • Blaming the label or the fabric in front of everyone.
  • Promising a replacement or a refund before looking at the garment.
  • Offering a cleaning in exchange for a review: Google forbids it.

Google's rules change: read its official help from time to time. More details: getting more Google reviews, honestly. These tips are practical, they don't replace legal advice.

A review to deal with now?

With a free SwimUp account, you paste the review and get a tailored reply draft (3 per day). Always read it over before publishing. No bank card. SwimUp also offers paid services around Google reviews, shown on the home page.

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