Negative reviews have a direct impact on consumer trust. Studies show that most people read reviews before making a purchase decision, and even a few poor ratings can dissuade potential buyers. Beyond influencing customer choices, negative reviews also affect search engine rankings, as review sites often rank high in results. If left unmanaged, these reviews may overshadow positive customer experiences. However, responding professionally, addressing concerns, and showcasing corrective action can turn criticism into an opportunity to demonstrate accountability. Companies that manage online reputation effectively treat negative reviews as feedback, using them to improve services while maintaining transparency with their audience.