Advice on being threatened by 1 star reviews

Id just reply with a 500 explanation of how much of a moron they explained with masses of detail, links to CCTV can be provided if they further dispute but don't shame them too hard. Let it be a warning to other jokers.
I hate companies that delete negative reviews even if fake. Just looks stupid having 5 star everything.
 
Efour said:
Id just reply with a 500 explanation of how much of a moron they explained with masses of detail, links to CCTV can be provided if they further dispute but don't shame them too hard. Let it be a warning to other jokers.
I hate companies that delete negative reviews even if fake. Just looks stupid having 5 star everything.
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We aren't requesting the original 1 star to be removed where they actually put effort and detail into it. We have professionally and politely responded to that one. The other 3 reviews are under 10 words each and from the same person so those I've requested to be removed. We have another couple 1 star reviews over the years but that's normal, but 4 in the space of a week is taking the ****.
 
I'd ignore them and then try to have the reviews deleted next week, they might well have moved on by then and/or already burned through their 5 accounts only to have the reviews deleted.
 
Stu999 said:
Send me some freebies and I’ll give you five stars. :D (I kid, I kid.)
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We have actually just gone out to our recent customers and asked for a Google review, so the 5 stars are starting to roll in.

It's hard getting people to leave Google reviews, so we usually offer a discount on their next visit for taking the time.

Most leave reviews on the booking platform as they already have an account and it's very easy. 375 5 starts on there!
 
dowie said:
I'd ignore them and then try to have the reviews deleted next week, they might well have moved on by then and/or already burned through their 5 accounts only to have the reviews deleted.
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It's quite hard to get them removed from what I've been reading.

If we don't have them removed I'll just respond to each one saying we don't have any record of them on our system.
 
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LiE said:
We have actually just gone out to our recent customers and asked for a Google review, so the 5 stars are starting to roll in.

It's hard getting people to leave Google reviews, so we usually offer a discount on their next visit for taking the time.
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My dentist asked me to leave a Google review via email after an appointment. I duly obliged with a 5* review.
 
LiE said:
So recently we've had a disgruntled customer who despite being given all the information about a specific treatment, is now asking for a refund. They are claiming that it wasn't explained to them what the treatment was and that they were mislead. So after having done our due diligence we have found the customer was completely aware of all the facts and the service was done perfectly. They are effectively trying it on.

So we get a 1 star review, not the end of the world we can respond politely and move on, it happens. They then follow up on social media messages, threatening to leave multiple 1 star reviews from their other 5 accounts if we do no give them a partial refund. 2 more 1 stars later and 2 open Google review appeals, I'm wondering what we do next.

Has anyone had experience with this? I'll be speaking to the FSB legal team later to see if this is actually allowed (misinformation/fake reviews and threats via social media messages).
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If you can comment on his review. Just do it. people who reads will see your comment understand the reality.
 
Anuruddha said:
If you can comment on his review. Just do it. people who reads will see your comment understand the reality.
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You can and I have for the initial review. I'm holding off on the other 3 as I don't want to jeopardize the appeal requests to remove them.
 
Oh boy apologies for proof reading skills.
I tend to read 5 star and 1 star.
I've never seen a coherent 1 star review that wasn't just irrelevant ramblings .
Real one stars get resolved before dedication in the bed.
 
Efour said:
Oh boy apologies for proof reading skills.
I tend to read 5 star and 1 star.
I've never seen a coherent 1 star review that wasn't just irrelevant ramblings .
Real one stars get resolved before dedication in the bed.
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It feels like there's very little in between, it's either 5 or 1 star. "Lovely service, but they forgot to give me a receipt, 1 star".
 
LiE said:
It feels like there's very little in between, it's either 5 or 1 star. "Lovely service, but they forgot to give me a receipt, 1 star".
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Makes sense I guess, nobody remembers an "OK" experience, it's either "omg that was so good I have to tell everyone" or "omg that was so bad I have to tell everyone".

"Turned up on time, did what I paid them to do, and left again" doesn't make for good reading :p (although these days that does seem to be more than 90% of companies manage to achieve so maybe that should be worth 5 stars!!)
 
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Response back from Google, the reviews don't break guidelines so they won't be removed. I plan to go back with the screenshot of the 1 star review threats and spell it out for them. I'm not hopeful.
 
LiE said:
Response back from Google, the reviews don't break guidelines so they won't be removed. I plan to go back with the screenshot of the 1 star review threats and spell it out for them. I'm not hopeful.
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Yep, they are utterly useless. Google might have had half decent customer service years ago, but these days they are truly shocking. My wifes google account got banned and they won't tell us why lol You literally can't talk to anyone! and if by some miracle you do get to talk to a human, they don't know as it's another department lol

Time to bend over and start paying a few hundred to the courts. If it's anything like my experience, the courts are six months behind and pretty useless.
 
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Sent my response to Google, fully expect to get a copy paste "no evidence of breach of guidelines" reply.

So my plan is write a response to these reviews and use the same reply to each so that if anyone is reading them they will get a picture of what these reviews are about.

My initial thought is to mention the original reviewers name and also that we kindly ask them to remove the duplicate/fake reviews as it's in breach of Google's policy.

Something like this:

Hi Customer X,
We kindly request you do not to leave multiple negative/fake reviews from other accounts in order to hurt our business, this is against Google review policy. We have already provided a response to your original review.
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By addressing each review to the same customer I think this helps with any confusion.
 
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