What can be done about a competition business owner leaving a negative review for my business?

Jasonn1

Hi all

I'm looking for some advice for dealing with a competition business owner that has left a negative Google review for my business, to clarify that's the only negative review my business has, it's really disappointing because I go out of my way to make sure that my customers are happy with our service which is why all of my other google reviews are 5 star/positive. I've contacted the person who has left the review as I know the business and got her phone number, but she isn't responding. I'd really appreciate any advice on this issue.

Many thanks

[Deleted User]

You'd normally just leave a factual reply to it.

Jasonn1

Deleted_User said:

You'd normally just leave a factual reply to it.

Ideally, I'd like to have it removed, I was wondering if one anyone here has experience taking some sort of legal route to get libelous/malicious reviews removed.

emmajones1976

How do you know its them who have done it, have they done something incredibly stupid like use their real name?

Thrugelmir

I'd contact the review site and ask for it to be removed. 

Jasonn1

emmajones1976 said:

How do you know its them who have done it, have they done something incredibly stupid like use their real name?

Yes, that's exactly what they've done.

Jasonn1

Thrugelmir said:

I'd contact the review site and ask for it to be removed. 

I'll give that a try, but having spoken to a friend of mine who's more experienced than me, he said that Google rarely removes reviews.

J_B

Are you able to comment on their review?

MalMonroe

If all the other reviews are 5-star positive it's probably unlikely that one negative comment and score will affect your business too much. But as J_B says, are you able to comment on their review? If so, you could just return the favour. That may encourage your rival to remove her comment.

Thrugelmir

Jasonn1 said:

Thrugelmir said:

I'd contact the review site and ask for it to be removed. 

I'll give that a try, but having spoken to a friend of mine who's more experienced than me, he said that Google rarely removes reviews.

If you've adequate justification then your case will be judged on it's own merits. 

https://support.google.com/business/answer/4596773?hl=en-GB&co=GENIE.Platform=Android

Sandtree

Jasonn1 said:

Deleted_User said:

You'd normally just leave a factual reply to it.

Ideally, I'd like to have it removed, I was wondering if one anyone here has experience taking some sort of legal route to get libelous/malicious reviews removed.

The "legal route" on defamation is exceptionally expensive, even more so if you are an incorporated entity as you are forced to take professional representation.

You are much better off going through the Google (or whichever review service it was) complaints process to have it removed.

Obviously there is nothing to then stop them posting something similar again and so sometimes it may be easier to let it stand and disappear in the sea of good reviews than antagonise them with removal/account bans etc that may encourage them to post more often.