Can this Google review be removed? Check it, then reply well

Frequently asked questions

Can I get a bad Google review removed?

Only if it breaks one of Google's policies. A genuine customer saying they were unhappy does not, however unfair it feels, and Google will not remove it. Reviews that do get removed are usually fake, from a competitor, off topic, abusive, or contain someone's personal details. Most reports are refused, so it is worth knowing which situation you are in before you spend energy on it.

How long does reporting take?

Usually a couple of weeks, sometimes longer, and often the answer is no. Report it if there is a real policy breach, then get on with replying, because the reply is visible to every future customer either way.

Should I reply to a bad review at all?

Yes, nearly always. The reply is not for the person who wrote it, it is for the next customer reading it. A calm, specific reply that takes the problem offline does more for you than the review does against you. Silence reads as agreement.

What should I never do?

Do not argue, do not be sarcastic, do not call them a liar in public even when they are, and never offer money or a discount to change or remove a review. That last one breaks Google's rules and can cost you the whole profile.

Does one bad review really matter?

Less than most people fear, and it depends entirely on how many you have. On a profile with ten reviews a single one-star is very visible. On a profile with a hundred it barely moves the rating. If one review is doing real damage, the underlying problem is usually the review count, not the reviewer.