How to Deal with or Remove Negative Google Reviews (Fake or Legitimate)

Negative Google reviews can feel like a punch to the gut for small business owners. They're not just hurtful—they can damage your reputation and deter potential customers. That's why ignoring them isn't an option.

If managing your online reputation hasn't been a priority, now is the time to take control. Whether you're handling it yourself or seeking professional help, your goal is to make sure your Google reviews truly reflect the quality of your business.

Did you know?

87% of customers engage with businesses with a 3-4 star rating on Google.
73% of consumers only trust reviews written in the last month.
58% of customers say having a Google business profile increases physical visits.
57.5% of all online reviews are on Google.
Top-ranking businesses on Google have an average of 47 reviews.

Source: wisernotify.com

Why Google Reviews Matter

While many people read reviews before making decisions, only a small percentage take the time to write them. This makes negative reviews much more noticeable. Responding to all reviews—especially the negative ones—helps you demonstrate attentiveness and provides valuable context for potential customers who may read them.

Making the effort to respond to reviews has tangible benefits. From an SEO perspective, reviews that mention your products and services enhance your visibility in local search rankings. Every review, particularly those that highlight specific aspects of your business, enhances your local SEO performance. Detailed reviews also help to build your reputation by providing potential customers with a clearer understanding of what your business offers, which in turn makes it easier for them to trust you.

What to Do About Negative Reviews

Negative reviews can arise from genuine customer experiences or be completely fabricated. Regardless of their source, they should not be ignored. Authentic reviews provide a chance to showcase your commitment to customer satisfaction. It's important to respond thoughtfully, acknowledge the customer's concerns, and take steps to address any issues. This approach not only helps to resolve the situation but also demonstrates to potential customers that you genuinely care.

How to handle Legitimate Negative Reviews

Respond Publicly on Google

Start by acknowledging the review and expressing gratitude for their feedback. Here's a simple structure to craft your response:

Thank Them

Begin with appreciation for their time and feedback.

Example: "Thank you for sharing your thoughts with us."

Acknowledge and Apologize

Apologize sincerely for their experience without being dismissive or defensive.

Example: "We're sorry to hear that your experience didn't meet expectations. We value your input and want to do better."

Provide Context, If Appropriate

Briefly explain the situation, but avoid sounding defensive or invalidating their feelings.

Example: "We strive to provide exceptional service and are reviewing what happened in this case."

Highlight Your Standards

Reassure the reviewer (and anyone reading) that this situation isn't reflective of your usual standards.

Example: "This is not the level of service we aim to provide, and we appreciate you bringing it to our attention."

Offer a Resolution

Let them know how you plan to address their concerns and invite further discussion.

Example: "We'd love to connect directly to make things right. Please call us at [phone number] or email us at [email address]."

2. Reach Out Directly

If you have the customer's contact information, follow up with a personal call or email. Show them that their concerns matter and that you're committed to making things right.

3. Provide Contact Information

If you don't have their contact details, offer yours. Leave a direct phone number or email address (ideally for the owner or manager) and invite them to get in touch.

Handling negative reviews thoughtfully can lead to different outcomes, each with its own value. In the best-case scenario, the customer feels heard, their issue is resolved, and they update their review to reflect this positive experience. Even in the worst-case scenario, where the review remains unchanged, a thoughtful and professional response can still have a significant impact. Potential customers who read your reply will see that you care about addressing concerns. This responsiveness can encourage them to overlook the negative feedback and build trust in your business.

How to Report Negative Google Reviews

Google only removes negative reviews if they violate their content guidelines. These steps mirror the process for reporting fake reviews, but the reasons for reporting may include:

Profanity
Bullying or Harassment
Discrimination or Hate Speech
Personal Information Disclosure

When reporting, provide as much detail as possible to support your claim. For example, if the review includes hate speech or discloses personal information, highlight the specific sections in your report.

What to Do If a Google Review Is Fake

Google provides a process for requesting fake reviews removal. Before taking any action, confirm whether the review is genuinely fake.

How to Verify the Review's Authenticity

1. Check Your Records

Search your CRM or point-of-sale software for the reviewer's name. If they aren't listed as a customer, they likely didn't do business with you.

2. Review Customer Service Logs

If there's no record of them contacting your customer service team, encourage them to do so in your response. Provide a direct link to make it easy.

3. Look for Specific Details

Fake reviews often lack specifics, such as the name of the employee who assisted them. While some customers may forget details, most people who've had a negative experience will mention specifics.

4. Watch for Patterns

An influx of negative reviews in a short time may signal targeted attacks by spammers or competitors.

5. Spot Competitor Mentions

If a review criticizes your business and recommends a competitor, it's a red flag. This tactic is often employed by unethical competitors to harm your reputation.

Once you've determined the review is fake, take the following actions:

Respond Publicly

Politely acknowledge the review and state that you don't have a record of their interaction with your business. Invite them to reach out to discuss their concerns, which can discourage further fake reviews.

Flag the Review on Google

Use Google's "Flag as inappropriate" feature to report the review. Be prepared to provide evidence, such as customer records or service logs, to support your claim.

Monitor Future Reviews

Stay vigilant for additional fake reviews and address them promptly to minimize their impact.

How to Report a Fake Google Review

Log Into Your Google My Business Account
Ensure you're logged into your Google My Business account and that your business is claimed. (If you haven't set this up, you'll need to do so first.)
Find the Review
Go to Google Search or Google Maps, locate your business, and click on "View my Profile."
Report the Review
- Click the three vertical dots next to the review in question.

Select "Report Review."

Choose the most appropriate reason for reporting. While there's no specific option for "fake," you can select "Off topic" if the review is unrelated to your business. If you're certain the review came from a competitor, choose "Conflict of interest."

6. Follow Up if a Competitor is Involved

If you're confident a competitor is behind the fake reviews, consider reaching out to them directly. Politely request that they stop the activity and remove the reviews. If they refuse, you can escalate the situation by reporting them to the Better Business Bureau and your local Chamber of Commerce.

Another way to report a fake review is by contacting Google Support. This method follows a similar process but involves a direct interaction with Google's support team, which may provide more clarity and assistance.

What to Do If Google Doesn't Remove a Review

Not all bad reviews will be removed, even if they seem false or malicious. Google's process for removing reviews is strict, and unless there's clear evidence of a guideline violation, the review may remain visible. If your removal request is denied, you can still take action to address the issue.

To escalate the matter, use the contact form available through Google My Business Support. While this may take time, it's an option worth pursuing for particularly damaging or blatantly fake reviews.

If Google doesn't remove the review, the best approach is to respond professionally and courteously and invite the reviewer to contact you directly to resolve the issue.

Bad Reviews Aren't Business-Killers. Lack of cybersecurity is.

Most customers understand that no business is perfect. A few negative reviews—especially alongside plenty of positive ones—are unlikely to scare them away. What truly makes a difference is how you respond. Thoughtful, professional replies show your commitment to customer service and reassure potential customers that you take concerns seriously.

But while managing negative reviews is important, the real threat to your reputation lies in something far more damaging: business impersonation or identity theft.

Imagine scammers impersonating your business, using your name, photos, and content to sell subpar products, steal money, or collect sensitive information. The fallout can be devastating. Customers won't immediately know the difference, and the damage to your reputation could be irreversible.

How to Protect Your Business from Impersonation

Monitor Your Business's Digital Identity with Business Assets Exposure

To protect your business from fake reviews, the first step is to track when your business is mentioned online, even beyond your website or social media pages. Bitdefender's Business

Assets Exposure tool helps monitor your business digital identity, alerting you of mentions of your business name, email, or other important information. If your data appears in breaches or is misused, you'll receive immediate notifications, enabling you to take action before the situation escalates.

Use Scam Copilot to Detect Fake Reviews

Make the difference between a genuine but upset customer and a scammer with Scam Copilot. Scammers are increasingly sophisticated, and their fake reviews often seem convincing.

Scam Copilot is an AI-powered tool designed to analyze and identify suspicious patterns associated with scams. Just input the text or URL of the review, and Scam Copilot will analyze it for you, providing the confidence you need to take appropriate action.

Business Assets Exposure and Scam Copilot are part of Bitdefender Ultimate Small Business Security, a comprehensive solution consistently reaching the top positions in industry tests for protection and performance.

Find out more about the plans here.

FAQs

Can I remove fake reviews from Google?

You can request the removal of fake reviews, but Google requires clear evidence that they violate its guidelines. Start by flagging the review and selecting the appropriate reason, such as "Off-topic" or "Conflict of Interest." If the review isn't removed, you can escalate the issue through Google My Business Support. Meanwhile, respond to the review professionally to clarify any inaccuracies for potential customers.

How can I tell if a negative review is fake?

Fake reviews often lack specific details, such as the names of employees or the nature of the interaction. They may also include mentions of competitors, multiple reviews from the same person, or appear during a sudden spike in negative feedback. Tools like Bitdefender's Scam Copilot can help analyze and detect suspicious patterns in reviews.

What is the best way to protect my business from online impersonation?

To safeguard your business from impersonation, use tools like Bitdefender's Business Assets Exposure to monitor your digital identity. This tool alerts you to any misuse of your business name, email, or content online, allowing you to take immediate action. Additionally, educate your customers about potential scams and maintain open communication to reassure them if impersonation occurs.