Removing defamatory/slanderous online reviews

Sarah5
Sarah5 Posts: 8 Forumite
edited 29 November 2017 at 11:36AM in Small biz MoneySaving
Hi,

I was just wondering if anyone here has had experience removing defamatory/slanderous online reviews, especially the ones on google? I run a small business, and lately one of my competitors has been trying to ruin my business by posting negative reviews on my google map listing. I know the reviews are from my competitor because the same accounts that have left me negative reviews have left postive ones for my competitor. I have tried flagging the reviews and filling some forms on google to have the reviews investigated but that hasn't helped. Is there a legal way to get google to remove the reviews?
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  • Comms69
    Comms69 Posts: 14,229
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    You can apply for an injunction, but post what the reviews actually say, as it may not be slander.
  • 00ec25
    00ec25 Posts: 9,123
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    edited 29 November 2017 at 11:40AM
    how much do you want to spend on legal fees?

    naturally there is a legal remedy, you sue the writer for defamation (the communication of a false statement that harms the reputation)

    whether it is libel (a malicious, false statement in written media, a broadcast, or otherwise published words) is a moot point

    (slander is spoken - this isn't, its written)

    http://www.internetlawcentre.co.uk/defamation-and-bad-review-lawyers
  • 00ec25 wrote: »
    how much do you want to spend on legal fees?
    naturally there is a legal remedy, you sue the writer for defamation/libel (slander is spoken not written)
    As little as possible, my business is doing so great with all the negative reviews my competitor has posted online. How can I go about suing the the writer if I don't have any of their information? The Google profiles they have used for the reviews do not contain even their full names, sometimes the name on the profile is some random stuff like "puppy lover"! Do I need to sue Google to get the information for the review posters?
  • Comms69 wrote: »
    You can apply for an injunction, but post what the reviews actually say, as it may not be slander.

    Well one of the reviews says that the hairdresser has cut the review poster's ear off and the person has nearly died from blood loss! Obviously this has never happened, and this is clearly an attempt to scare people away from coming to my salon. The same person has also left positive review for my competitor down the road!
  • TBagpuss
    TBagpuss Posts: 11,198
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    I think that google lets you post a response - if so, I'd suggest positing something like
    "We believe that this 'review' has been posted either as a joke or as a deliberate attempt to damage our business. At no time has any customer been injured in our salon.
    We do however welcome genuine reviews and feedback"

    Which has the advantage of looking professional.

    It may also be worth asking a few of your regular customers whether they would be willing to post reviews (particularly if there are not very many at present or if the negative one is the most prominent.)

    You can also try flagging the review using google's own system. One of the criteria is "Impersonation: Don’t post reviews on behalf of others, or misrepresent your identity or connection with the place that you’re reviewing." - you could flag the review on the basis that the poster is misrepresenting themselves as a customer, and also as a personal attack (which is another breach of the rules) as they are making false allegations about you / your employees.

    You could apply for an injunction but this is expensive and time consuming.You *might* be able to seek an injunction against google for publishing the defamation rather than needing to identify the actual poster.

    However, if you want to go own the legal route then you need to see a solicitor who specialises in defamation and online issues, as it's a very specialised area of law.

    You might also consider having something on your own listing/site.
    Don't directly accuse of name the business you suspect, but you could have something saying that you've noticed some bizarre and very inventive reviews being posted, you have to assume that it's either bored children or perhaps a rival who is not able to compete on quality , price and service so is trying to scare your customers away instead, but that you are happy to assure all customers that no one has ever lost an ear in your salon - maybe even mention whatever safety / training qualifications your staff have.

    Keep the tone light - you're aiming to poke fun at the ridiculous claims.
    All posts are my personal opinion, not formal advice Always get proper, professional advice (particularly about anything legal!)
  • Do the review sites have the option for you to reply to the posts? A simple statement that their review is untrue would be a step in the right direction. Anyone with half a brain would recognise these malicious reviews for what they are, but it wouldn't do any harm to make it clear in a reply.

    And you could tell your regulars what's happened and encourage them to post positive reviews so that the negative ones drop down the listings.

    Has this 'reviewer' posted anything negative on other local hairdressers' sites?

    Cross-posted with TBagpuss. Two minds...
    No longer a spouse, or trailing, but MSE won't allow me to change my username...
  • TBagpuss wrote: »
    You could apply for an injunction but this is expensive and time consuming.You *might* be able to seek an injunction against google for publishing the defamation rather than needing to identify the actual poster.

    Thanks for the detailed response. Is there no easy way for applying for an injuction? Through small claims court perhaps? The profiles under which the reviews are posted provide little or no information regarding the person who owns those accounts, would Google not be responsible to ensure that fake profiles are not used to post defamatory reviews?
  • Do the review sites have the option for you to reply to the posts? A simple statement that their review is untrue would be a step in the right direction....
    The problem is that most people don't even read the reviews, they just see a business with 3 out of 5 stars and will usually just go to a different one! My regulars have been helpful and have left quite a few positive ones so far, but the negative ones are not stopping. I can't even delete the listing from Google, you only have the option to mark the business as closed down and still showing on the map.
  • martindow
    martindow Posts: 10,198
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    Sarah5 wrote: »
    Thanks for the detailed response. Is there no easy way for applying for an injuction? Through small claims court perhaps?
    The small claims track is for claiming a sum of money.

    I think your real problem as that although you have a hunch who may be leaving these reviews you have no proof, unless Google would tell you who is posting comments (which I'm sure they won't). Spending money on fruitless litigation is not a good idea.
  • As a MSE idea, you could send a Cease and Desist letter. This may (hopefully) be enough to make the reviewer see sense.
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