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I’m trying to figure out how to handle a situation where a former client is posting misleading negative reviews about a project outcome that was actually their own fault. My instinct is to post a detailed public rebuttal, but I’m worried that could make us look defensive and just give the complaints more visibility. I’m not sure where the line is between protecting our reputation and inadvertently starting a public argument.

I avoided a public rebuttal and did a minimal neutral update on the project page describing what happened and the concrete fixes, no names

I tried a detailed rebuttal once and it felt defensive and the client shared it too which amplified the chatter

We offered a private chat with the client and a generic FAQ for others which actually cooled things down

Do you think the real problem is the review itself or just the outcome?

I still wonder if a brief nondefensive statement could have worked but I hesitated and over thought it

We started a lessons learned post that did not name the client and focused on process improvements some people said that helped

I kept monitoring mentions and avoided engaging in back and forth when someone asked for specifics we offered private discussion

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