1. Start with empathy

Even if you suspect the issue is on their side, start with kindness and understanding.
A simple response like:

“Thanks for letting us know – that sounds frustrating! Let’s figure out what’s happening together.”

This keeps the tone positive and shows you care about their experience, even if it’s a one-off issue.

2. Check your end — quickly

Before replying with “it’s fine here,” take 30 seconds to double-check.

Open the website in a few browsers (Chrome, Safari, Edge), maybe even on your phone. If all looks good, you can confidently proceed  and it shows you’ve done your due diligence.

Then you can gently say:

“I’ve just checked on a few different devices and browsers, and it seems to be working normally – so it might be something small on your end. Let’s try a few quick fixes together.”

3. Guide them through simple troubleshooting

Most of the time, issues come down to caching, browser versions, or device quirks.
You can provide a short, friendly checklist like this:

“Here are a few quick things that usually fix this sort of issue:

• Try refreshing the page (Ctrl + F5 or Command + Shift + R).
• Clear your browser cache or try using a private/incognito window.
• If you’re on a mobile device, try switching from Wi-Fi to mobile data (or vice versa).
• You can also try another browser (Chrome, Safari, Edge).”

Giving clear, easy instructions prevents the situation from feeling technical or intimidating.

4. Offer to help personally (but set boundaries)

If they’re still stuck, you can offer to have a quick look together  but in a way that doesn’t spiral into hours of tech support.

Something like:

“If you’re still having trouble, I can take a look if you could send me a quick screenshot or short video of what you’re seeing. That’ll help me pinpoint what’s going on.”

Screenshots are gold as they often reveal the problem instantly (like a typo in the URL, or an ad blocker covering a button).

5. Keep the tone light and supportive

People often feel embarrassed when the issue turns out to be on their end. Handle it with grace not with an “I told you so,” but with a smile.

“Ah, no worries at all – tech can be funny sometimes! I’m just glad it’s sorted now.”

Your calm, helpful attitude will be remembered and it builds trust for future interactions.

6. Consider creating a “Help” or “Troubleshooting” page

If this happens regularly, turn it into a proactive customer support win.
Add a short page or FAQ section on your site titled “Having Trouble Viewing Our Website?” with step-by-step troubleshooting tips.
This helps people solve their own issues and shows that your business is professional and user-focused.

Final Thoughts

When a customer says your website isn’t working, it’s easy to feel defensive, especially when you know it’s fine. But by staying calm, empathetic, and solution-oriented, you turn a frustrating moment into an opportunity to show excellent service.

Sometimes, helping one person through a browser glitch can earn you a loyal customer for life.