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  1. #1
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    Some advice on a bad review please

    Hi all - hope you're well.

    I manage the online presence for my local rugby club and we recently received the below review:

    Name:  frfc-review.jpg
Views: 229
Size:  27.5 KB

    To me, this is in breach of Google Guidelines as it's a review for the wrong business, so I flagged and reported it to GMB via Twitter. I received the following reply:

    ********

    Thanks for reaching out! After looking at the review, and investigating its source, we've determined that it doesn't currently violate our review guidelines. We are unable to remove the review in question. Here are the guidelines: Prohibited and Restricted Content - Maps User Contributed Content Policy Help

    That being said, as a verified Google business owner, you can publicly respond to reviews posted on the Google business page for your business. This is the best way to address potentially negative reviews.

    To learn more about this, check out this help center article: Read and reply to reviews - Google My Business Help

    Thank you for your understanding.

    -P.M.
    ********

    I just wondered if you guys thought this was a response I should accept or push back on? I believe the review should be on this listing:

    Google Maps

    Thanks in advance for your help!

    J.

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  3. #2
    Member Since
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    Re: Some advice on a bad review please

    Unfortunately, in my opinion I believe you should just accept the response and move on. You or the business owner responded perfectly and anyone reading the review would understand.

    This is Google's response to one of my review requests today:
    we see that you've responded to the review already, which is great! The response from the business owner gives users as much insight into the business as the negative review itself. This is the best way to address potentially negative reviews.


    The review also doesn't hinder the rating score too much I don't think as you have 60 other reviews and the rating is at 4.2.

    Good luck!

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  5. #3
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    Re: Some advice on a bad review please

    I would push back on it for sure. If you want to start a thread on the GMB forum and link to the post here, I can escalate it.
    Joy Hawkins
    Owner of Sterling Sky
    Author of The Expert's Guide to Local SEO [, a 260+ page training manual that is updated monthly and contains advanced tips and tactics for Local SEO that actually work and drive results.

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  7. #4
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    Re: Some advice on a bad review please

    Thanks Joy - you're amazing!

    https://www.en.advertisercommunity.c...s/td-p/1761519

    Kind regards - Jon.

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