What Should I Do If a Customer Leaves a Fake Google Review?

What Should I Do If a Customer Leaves a Fake Google Review?

Fake Google reviews are more common than most people realise - whether from a competitor acting in bad faith, a mistaken identity, or someone with a grudge who was never actually your customer. Here’s how to handle them without losing your composure or your reputation.

Step One: Don’t Panic, Don’t Retaliate

An angry or defensive response to a fake review will do more damage than the review itself. Every response you write is public. Keep your reply calm, professional, and brief. A simple: “We’re unable to find any record of this experience in our system. We’d welcome the opportunity to discuss this directly - please do get in touch.”

Step Two: Flag It to Google

Log into your Google Business Profile, find the review, and click the three-dot menu to select “Report review.” Choose the most relevant reason - typically “Conflict of interest” or “Not a real customer experience.” Google doesn’t remove reviews quickly or easily, but persistent flagging with documented evidence can result in removal.

Step Three: Build Your Review Volume

The most effective long-term defence against fake reviews is a high volume of genuine ones. One fake one-star review has far less impact on a business with 120 reviews than one with 8. Use every legitimate customer interaction as an opportunity to grow your review count.

When to Seek Legal Advice

If a fake review contains defamatory statements that are provably false and damaging, it may be worth consulting a solicitor. This is a last resort, but in serious cases it’s an option - particularly if you can identify the source.

Fake reviews are frustrating, but they’re a manageable problem. Stay professional, flag persistently, and keep building genuine reviews. Volume and authenticity always win in the long run.