How do I deal with fake reviews about my business?
It’s every business owner’s nightmare: you open your email, or get a ping from your review monitoring tool, and there it is—a fake review. Maybe it’s negative and damaging, maybe it’s suspiciously positive, or maybe it’s just plain nonsense. Whatever the case, fake reviews are a real problem, but they’re not the end of the world. So, how do you actually handle fake reviews, protect your reputation, and even turn a negative situation into a win?
What are fake reviews, and why do they happen?
Fake reviews are reviews that don’t reflect real customer experiences. They might come from competitors, bots, disgruntled ex-employees, or even random people on the internet. Sometimes, fake positive reviews show up too, often from agencies or “reputation management” companies trying to game the system. According to a report from BrightLocal, nearly 70% of consumers have spotted what they believe is a fake review in the past year, so if you’ve noticed them, you’re not alone.
Why do they happen? There are a few main reasons:
- Competitors trying to hurt your reputation
- Angry former employees or customers
- Fraudulent review services offering “5-star reviews” for cash
- Bots and online trolls
No matter the cause, fake reviews can impact your business’s credibility and customer trust. That’s why it’s important to have a plan for how to deal with them.
How do you identify a fake review?
Spotting fake reviews isn’t always easy, but there are some telltale signs:
- The reviewer’s name looks made-up or generic
- There’s no record of the reviewer as a customer in your CRM or order system
- The review is extremely vague, overly negative (or positive), or reads like a template
- Multiple fake reviews appear in a short period
- The review mentions services you don’t offer, or is for a different business altogether
Monitoring reviews regularly is key. Tools like Surge by Thrive’s Reputation Management can alert you instantly when a new review appears, helping you spot and respond quickly.
What’s the first step when you get a fake review?
Don’t panic or reply in anger. Start by taking a screenshot of the review for your records. Check your records to confirm it’s fake—sometimes, an upset customer just uses a different name or email. If you’re sure it’s fake, here’s what to do next:
- Report the review
On platforms like Google, Facebook, or Yelp, you can flag reviews as “fake” or “inappropriate.” Each platform has its own process:- How to flag a Google review
- How to report a review on Yelp
- How to report a Facebook review
Make sure to give a factual, concise explanation.
- Respond publicly
Even if it’s fake, a calm, professional response shows future customers you take feedback seriously. Example:
“Hi [Name], we take all feedback seriously but can’t find any record of you as a customer. Please contact us at [your contact info] so we can resolve any concerns.”
This reassures real customers you’re proactive. - Document everything
Keep a log of the review, your report to the platform, and your public response. This is helpful if you need to escalate or if patterns of fake reviews emerge.
Can you get fake reviews removed?
Yes, but it’s not always immediate. Platforms like Google and Yelp investigate flagged reviews, but they don’t always remove them right away. Being detailed in your report helps—attach screenshots, customer records, or proof the reviewer isn’t real.
If you get stuck, sometimes reaching out via the business support channels (Google Business Profile support, Yelp for Business, etc.) and providing thorough evidence can tip the scales. According to Moz, persistence and a clear, fact-based case get the best results.
What if the review stays up?
If a fake review isn’t taken down, your best defense is to bury it with positive, authentic reviews from real customers. This is where a reputation management tool like Surge by Thrive comes in handy—it can automate review requests, making it easy for happy customers to leave 5-star feedback and push fake ones further down.
How can you prevent fake reviews in the future?
While you can’t stop every fake review, you can make it harder for them to hurt your reputation.
Here’s how:
- Claim and manage all your business listings on Google, Yelp, Facebook, and other directories. Unclaimed listings are easy targets for review spam.
- Monitor your reviews daily using automation tools like Surge by Thrive that alert you the moment a new review comes in.
- Encourage your real customers to leave reviews—the more legitimate reviews you have, the less impact fake ones will have.
- Respond quickly and professionally to every review, showing you care and are engaged with your customers.
What tools can help with fake review management?
- Surge by Thrive’s Reputation/Review Management: Track all your reviews, request new ones, automate responses, and get notified instantly when something suspicious pops up.
- AI Chat Widgets: Answer customer questions instantly to improve satisfaction, which leads to more authentic reviews.
- Custom Forms: Gather direct feedback before unhappy customers head to public review sites.
- CRM / Lead Capture: Keep a record of every customer, so you can check if a reviewer is real.
FAQ: Dealing with Fake Reviews
Can you sue someone for leaving a fake review?
In extreme cases, yes, but it’s usually a last resort. Most platforms will remove libelous or clearly fraudulent content, and legal action can be costly.
What if you get “review bombed” with lots of fakes at once?
Flag them all, respond publicly, document everything, and reach out to the platform’s business support. You can also let your real customers know what’s happening and encourage more honest reviews.
How many fake reviews can hurt your business?
Even one negative fake review can drive away potential customers. Harvard Business School found a one-star drop in a business’s rating can reduce revenue by up to 9%.
How does Surge by Thrive help?
With Reputation / Review Management, Surge automates monitoring, alerts, and review requests so you’re never caught off guard. See how it works with a demo or contact us for more info.
Final thoughts: Don’t let fake reviews define your business
Fake reviews are a pain, but they don’t have to ruin your reputation. Stay proactive, use the right tools, and keep your focus on delivering real value to your customers. With Surge by Thrive’s reputation management, AI chatbots, and lead capture tools, you’ll be ready for anything that comes your way. Need help? Request a demo or contact our team today.