What to Do If Your Business Gets a Fake or Unfair Review
Online reviews can make or break a business. They influence customer decisions, impact search rankings, and shape your reputation. But what happens when you get a review that’s fake, misleading, or completely unfair? Whether it’s from a competitor, a mistaken customer, or a disgruntled person with an agenda, these reviews can be frustrating.
The good news? You have options. Here’s what to do when your business gets hit with a fake or unfair review.
Stay Calm and Assess the Review
Your first reaction might be frustration or anger but don’t respond emotionally. Take a deep breath and look at the review objectively. Ask yourself:
● Does this reviewer seem like a real customer?
● Does the review contain false claims?
● Is there a history of similar negative reviews from the same person?
● Does the review violate the platform’s policies?
Sometimes, customers simply have a bad experience. That doesn’t make their review fake, even if you don’t agree with it. But if the review contains false statements, spam, or appears to come from someone who was never a customer, it’s worth taking action.
Respond Professionally and Publicly
Even if the review is unfair, other potential customers will see your response. A professional and calm reply shows that you take feedback seriously and care about customer satisfaction. Try something like:
"Hi [Reviewer’s Name], we take customer feedback seriously and want to make things right. However, we don’t have a record of your visit/purchase. Could you reach out to us at [contact info] so we can better understand your experience?"
This type of response does two things:
1. It signals to potential customers that your business is reasonable and responsive.
2. It calls attention to the fact that the review may not be legitimate.
If the reviewer never responds, others will likely notice.
Report the Review
If you’re dealing with a fake review, most platforms allow you to report it. Each site has different guidelines, but here’s how to handle it on the major ones:
● Google: Click the three dots next to the review and select “Flag as inappropriate.” You can also submit a complaint through Google Business Support.
● Yelp: Use the “Report Review” option and explain why it violates Yelp’s guidelines.
● Facebook: Click the three dots on the review and select “Find support or report recommendation.”
● TripAdvisor: Use the “Report” feature and provide details.
Platforms won’t remove a review just because it’s negative, but if it contains false information, spam, or personal attacks, there’s a good chance it will be taken down.
Encourage Genuine Positive Reviews
One fake review won’t ruin your business, but a strong collection of real, positive reviews will make it less noticeable. Encourage satisfied customers to leave feedback. Send follow-up emails, ask in person, or include a simple review request in receipts or newsletters.
Make it easy for happy customers to share their experiences. The more authentic reviews you have, the less impact a single unfair one will have.
Take Legal Action as a Last Resort
If a review is clearly false or damaging, and the platform refuses to remove it, you might consider legal action. This is usually a last resort, as it can be time-consuming and costly. If you believe the review is defamatory, consult a legal professional to discuss your options.
If you need help managing your online reputation, our team at Maine Street Marketing is here for you. Contact us today to strengthen your business’s online presence and keep your reviews working in your favor!
