We’re sorry to hear that you had that experience with us. We apologize that it took so long to respond to complaints while we were training our new customer service team. We’ve got the team back up and running, so if you could send us a private message through our site, we’d like to resolve the situation for you.”
What If the Review was Fraudulent?
Unfortunately, sometimes there are people in our lives who just want to make things more difficult. Maybe it’s an angry ex-employee, or a difficult ex-boyfriend or girlfriend who is feeling up to a little sabotage. Either way, sometimes people who are not actual customers of yours will leave very public and even very convincing negative reviews.
If you know for a fact after investing that a review of fraudulent, there are steps you can take to protect your business.
First, you can go ahead and address it directly in your response. If someone is accusing your business of stealing from them but you have proof that you refunded the money, go ahead and say that, and then invite them to contact your customer support for more clarification if needed.
Second, some platforms do let you get reviews removed, though their takedown process can be a little fickle and doesn’t always work.
Facebook lets you “report posts” on reviews, though this doesn’t automatically have them taken down; instead, it gives you a chance to inform Facebook of what you believe to be a fraudulent review. Facebook may or may not oblige depending on whether it violates their terms of service.
Google also has a system in place to let you request to have a fraudulent review removed. To do this, click on the flag next to the reviewer’s name and you’ll be taken to a form that you can fill out flagging the violating review. Make sure to specify how it violates Google’s terms of service; this is the key.
If that doesn’t work, you can always file a legal request to have the review removed, which you can do here.
When you’re deciding how to respond to a negative review, remember that all businesses will get them at some point. Keep your cool, look at the facts, and respond to each situation in a personalized way. The more authentic and genuine users perceive your response to be, the more impact it will have. By doing this, you can turn a negative review into a tool to help you build your positive reputation.