Guide for shop owners

A fake or unfair Google review. Can I remove it, and what do I say?

A business owner reports a review, and Google decides. Google says only reviews that violate its policies are eligible for removal. Do not report a review just because you disagree with it. For the rest, write one short, calm reply. The reply is public, so you are really writing it for the next customer who reads it.

What to do, step by step

  1. Ask: does it break a rule?

    Google says a review must reflect a real experience. Its rules do not allow reviews that are not based on a real visit, reviews posted to hurt a competitor, reviews from a current or past worker, or harassment. A harsh review from a real customer does not break a rule.

  2. Report it

    Go to your Business Profile and select Read reviews. Next to the review, select the report icon, pick the reason, and select "Send report".

  3. Check on it

    A decision typically takes several days. You can see the status in Google's Reviews Management Tool.

    Open Google's Reviews Management Tool

  4. Appeal once if you need to

    If Google finds no rule was broken and you disagree, the same tool lets you send a one-time appeal.

  5. Reply either way

    Select Read reviews, then Reply. Google's tips: keep it short, stay polite, never share the reviewer's private info, admit a real mistake, and ask them to call or email you to sort it out in private.

  6. Do not offer anything to make it go away

    Google bans offering money, discounts or free items in exchange for changing or removing a bad review.

Two sample replies

These are examples we wrote for you to copy and change. They are not real reviews or real replies.

A real customer, a harsh review

Hi Sam. Thank you for telling us. You waited too long on Saturday, and that is on us. We were one person short. I would like to hear more. Please email me at your email address. Maria, owner

A review you think is fake

Hi. We take this seriously, but we cannot find a visit or an order that matches it. If you were here, please call or email us at your phone number or email so we can look into it. Maria, owner

Sources

Every step about how Google or Apple works comes from the official help pages below. Checked November 2026. These pages change, so open them if a button has moved.

More questions owners ask

Related guides

See all guides

Would you rather not keep up your website and Google listing yourself? See what PageCrisp does. Want to see where your shop stands? Run the free shop check.