Google removes reviews that break its content policies, not reviews that are negative. Here's what counts, what doesn't, and how to tell the difference in about a minute.
For these, the answer is a calm reply and a steady flow of honest reviews. See how to improve your online reputation.
| What the review is | Report it? | Reply to it? | Appeal if denied? |
|---|---|---|---|
| A real customer, harsh or exaggerated opinion | Usually no | Yes, once, calmly | No |
| Someone who was never a customer | Yes | Usually, briefly | Yes |
| A competitor, or an ex-employee | Yes (conflict of interest) | Carefully, no accusations | Yes, with evidence |
| Meant for a different business | Yes (off-topic) | Yes, politely point it out | Yes |
| Profanity, threats, harassment, hate | Yes | Usually not | Yes |
| Someone's personal information | Yes | No | Yes |
| A stranger demanding money to take it down | Yes, through Google's extortion report | No | Follow Google's process |
If it breaks a rule: report it the right way. If it doesn't: reply the right way. Either way, never pay anyone to remove or bury reviews.
Sources: FTC: Consumer Reviews and Testimonials Rule (16 CFR Part 465)
Reviews that break Google's content policies: spam and fake engagement, conflict of interest (competitors, employees), off-topic content, harassment and hate, personal information, impersonation, and explicit, dangerous or illegal content.
Not just for being negative. A real customer's honest bad review usually stays up, even if it feels unfair.
Usually not. A star rating with no comment from a real account generally follows the rules.
Only if it breaks a policy. Google doesn't generally decide factual disputes; a calm reply is usually the better tool.
Text your business name and town to (610) 590-1165, or call. Jeff will look at your Google profile and your reviews and tell you straight what can and can't be done.
Better Google standing in 30 days, or every dollar back. We never sell review removal or fake reviews.