Allergic reaction
How to reply to an allergic-reaction Google review
Allergen-reaction reviews carry legal, safety, and reputational weight. The reply must sound like a business that takes allergens seriously — never argue.
Why it matters
Future customers with allergies scan every profile for how allergen incidents were handled. A calm, accountable reply wins them; a defensive one costs you every allergy customer who reads it.
Do this
- Acknowledge the reaction as a serious event.
- Route to a direct email or phone number immediately.
- Reference your allergen process without over-explaining.
Avoid this
- Arguing about what was on the label.
- Suggesting the reviewer should have asked.
- Discussing the incident in public detail.
5 templates
1. Restaurant, allergen mix-up
Review
"Told them dairy-free, got the dairy version, ended up in A&E."
Reply
"Hi Sam — an allergen mismatch that ends in hospital is the most serious kind of failure. Please email hello@ourplace.com — I want to investigate this personally and cover any medical costs. — Marco, owner"
2. Bakery, nut mix-up
Review
"Bought a 'nut-free' cake, my daughter had a reaction."
Reply
"Hi Priya — this is exactly what our nut-free process is designed to prevent. Please email hello@ourbakery.co.uk immediately and I'll follow up personally. — Aisha, head baker"
3. Cafe, cross-contact
Review
"I'm coeliac and my sandwich came on the same board as gluten bread."
Reply
"Hi Chris — a shared board on a coeliac order is a cross-contact failure we take seriously. Please email hello@ourcafe.com so I can look into this and make it right. — Jess, owner"
4. Deli, mislabel
Review
"The 'vegan' salad had cheese in it."
Reply
"Hi Jamie — a mis-labelled vegan option is a serious failure for anyone with a dairy allergy relying on it. Please email hello@ourdeli.com immediately. — Nadia, manager"
5. Restaurant, kitchen error
Review
"Ordered nut-free, dish came with almonds on top."
Reply
"Hi Alex — visible allergen after a nut-free order is a kitchen failure I want to review with the team myself. Please email hello@ourplace.com so I can follow up. — Marco, owner"
FAQ
- Should we mention our allergen process in the reply?
- One line, no more. The public reply is about escalation, not defence.
- Should we offer a refund on an allergen incident?
- Offer the review-and-follow-up conversation. Any refund or medical-cost cover happens privately.