Review reply guide · Fake and unfair reviews
How to Respond to a Fake or Unfair Review
How to reply to a fake, mistaken or unfair review without making it worse: six examples, what to flag, and why threatening the reviewer can backfire.
Few things make a business owner angrier than a review from someone who was never a customer, or who describes something that did not happen. The temptation is to say so, loudly, in your reply.
Resist it. A reply is read by the people deciding whether to hire you, and what they see is how you behave under pressure. Below are calm, short replies for six situations where a review looks wrong.
A calm reply to a review you think is untrue
- Check your records first. Make sure the customer really isn't one before you say so.
- Reply neutrally and briefly. Do not accuse. 'We can't find a record' is an observation, not an attack.
- Invite them to contact you with details. A real customer will, and a fake reviewer won't.
- Report it to the platform if it breaks the content policies, and keep your reply separate from that.
Examples you can adapt
The reviews you most want to call fake are often real, just wrong. These six cover the situations where a reply helps, and the one where the review should simply be reported.
You can't find the customer
“Terrible service, never again.”
We're sorry to hear this, but we can't find a record under this name, so we can't tell what went wrong. If you contact us at [email] with the date of your visit, we'd like to look into it.
Why it works: It doesn't call them a liar. It leaves room for a mix-up, and it shows readers that you check.
A suspected competitor
“Worst company ever. Use [Competitor] instead.”
We're sorry you feel that way. If you have dealt with us, please contact [email] so we can look into it.
Why it works: Don't name the competitor or accuse. Report the review to the platform separately as it appears to be promoting another business, and keep the reply short.
The wrong business
“My order from [Other brand] never arrived. Scam.”
We're sorry about your experience, but this appears to be about a different company, as we don't sell under that name. We hope you get it sorted.
Why it works: A straightforward correction helps readers more than it matters to the reviewer, and flagging the review as unrelated to your business is reasonable.
A former employee
“Awful place to work. Management doesn't care. Avoid.”
We take feedback seriously, but a customer review page isn't the place to discuss working here. If you'd like to talk about your experience, please contact [email].
Why it works: A review of what it is like to work somewhere is not a review of your service. Keep the reply respectful, and report it if it isn't about a customer experience.
Specific claims that are false
“They charged my card three times and refused to refund me.”
That's a serious claim, and we want to look into it. We can't find any duplicate charges under this name, but if you contact [email] with your order details, we'll check with our payment provider.
Why it works: Do not say 'this is false'. Say what you can't find, and offer to check. Anyone reading sees the offer.
A real customer, an unreasonable demand
“Wanted a full refund after using the product for six months. Refused. Rip-off.”
We're sorry you're unhappy. Our returns policy covers [30 days] from purchase, and we're always happy to talk through what's possible. Please contact [email] and we'll see how we can help.
Why it works: The review is real, even if the demand isn't. Quote the policy calmly and offer a conversation, not an argument.
What not to do
- Threaten legal action in public, or privately, over a review that is merely negative. The FTC's final rule bars using unfounded or groundless legal threats, intimidation or certain false public accusations to remove a negative consumer review.
- Post a counter-review, or ask friends and staff to push the rating back up. That is fake engagement, and Google's policy says it will be removed.
- Reveal the reviewer's private details to prove them wrong: their order, address or history.
- Write a long defence. Your reply will be read by far more people than the review, and a short, calm one looks better than a point-by-point rebuttal.
Reporting a fake review
Google's policy says contributions should reflect a genuine experience at a place or business, and that fake engagement is not allowed and will be removed. If you believe a review violates the content policies, you can flag it from your Business Profile. Google Maps contributed content policy
Your reply and your report are separate
Replying does not remove a review, and reporting does not remove the need to reply. Do both: report it if it breaks the rules, and reply once, in case it stays.
Draft a calm reply to a suspect review
Paste the review and the tool will draft a neutral, non-accusing reply. We've preloaded an example where you can't find the customer.
Review details
Response options
Tone
Approach
Length
Number of variants
Generate multiple options to choose your favourite
Generating your response…
Usually takes 3–8 seconds
Your generated responses will appear here
Paste a review and click Generate to get started
Tip: always personalise your response before posting — add a specific detail or your name to make it feel genuine.
Frequently asked questions
Can I get a fake Google review removed? +
You can report it, and Google removes reviews that break its content policies, including fake engagement. It is not guaranteed or instant, so reply calmly in the meantime. For the detail, see our guide to fake Google reviews.
Is it okay to say 'this review is fake' in my reply? +
It rarely helps. Readers cannot verify it, and it can look defensive. 'We can't find a record under this name' makes the same point without the accusation.
What if I know who left it? +
Don't name them in public, even when you are sure. Contact them privately if appropriate, and report the review if it breaks the policies.
Can I sue someone for a fake review? +
That's a legal question for a solicitor or attorney, and it depends on where you are. What the FTC's rule makes clear is that you should not use groundless legal threats to try to get negative reviews removed.
More review reply guides
- Positive reviews Reply examples for positive reviews, from a one-word 'Great!' to a long story: how to sound genuine, pick the right detail and avoid copy-paste.
- Negative reviews Reply examples for the negative reviews businesses actually get: rude staff, long waits, billing disputes, vague complaints. With why each one works.
- Bad Google reviews Should you reply to or flag a bad Google review? A simple way to decide, how replying works on Google, and examples for 1-star reviews.
- 3-star and mixed reviews How to reply to a 3-star or mixed review: thank them for the good, own the not-so-good, and win a second chance. Six examples for common mixed reviews.
- Ratings with no comment How to reply to a Google review that is only a star rating: what to say to a 5-star, 3-star or 1-star with no text, with examples and when to leave it.
- Yelp reviews How to reply to Yelp reviews: public reply vs direct message, what Yelp's guidance says to avoid, and examples for positive and negative reviews.
- Trustpilot reviews How to reply to Trustpilot reviews: what replies Trustpilot removes, how to answer complaints about delivery, refunds and support, and examples for each.
Also useful: Fake Google reviews: what to do, Why Google reviews get removed
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