Skip to content
SwimUp

Google reviews for an optician: asking, replying, looking after your listing

At the optician’s, people buy something they wear every day, and bad experiences get told: glasses delivered late, lenses that tire the eyes, a badly fitted frame. Here is how to reply calmly and stay useful to the reader.

Situations that come up

  • The glasses that arrive too late

    Production time is a classic source of complaints. Apologise simply and say whether you changed how you announce the date, without blaming a supplier in public.

  • The lenses that don’t suit

    An adaptation sometimes takes time. Don’t go into the details of the prescription: it is health information. Invite the customer to drop in for a check.

  • The frame that hurts or comes loose

    A fitting adjustment is a simple thing to redo. Say you can redo it and that no appointment is needed, if that is true where you work.

  • The flattering review about the advice

    Say thank you and mention what pleased them: the listening, the choice of frames, the patience. Stay concrete.

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.

  • Late glasses

    The customer waited a long time for their glasses.

    Hello [first name], thank you for your feedback. We are sorry about the wait, [problem], and we are improving how we announce lead times. If you would like to talk about it, write to us at [contact]. The [business name] team.

  • Fitting or discomfort

    The customer complains about the frame or the lenses.

    Hello [first name], thank you for taking the time to write to us. We are sorry your glasses don’t suit you, in particular [problem]. Drop in to the shop: we will go through the fitting with you again. You can also write to us at [contact]. [business name].

  • Thank-you

    Positive review.

    Thank you [first name] for your message! Your words about [specific point] make the whole [business name] team happy. See you soon in the shop.

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

Where to put your review QR code

  • At the collection desk, when the customer tries on their glasses and sees the result in the mirror.
  • In the case or pouch handed over with the glasses, on a small card.
  • In the message announcing that the glasses are ready, with the direct link.

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 brands or ranges you really offer, listed simply.
  • Your hours, with closing days, and the option to drop in without an appointment for a fitting.
  • Photos of the shop and the try-on area, with no recognisable customers.

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

  • Talking about a person’s prescription or eyesight in a public reply.
  • Promising a delivery time that your supplier doesn’t control.
  • Offering a commercial gesture in exchange for a review: Google refuses 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.

Create a free account

Other trades