Document the pattern first
Before you report anything, take screenshots of every suspicious review with the date, the reviewer name and the profile. Look for patterns: many reviews in a short period, new accounts with no other reviews, similar wording, or reviewers who were never customers. A clear record makes every later step easier, whether you are reporting to a platform or talking to a lawyer.
Report reviews that break the platform's rules
Every major platform removes reviews that break its policies, such as fake engagement, conflicts of interest, harassment or reviews about a different business. You cannot remove a review simply because it is negative.
- Google: report the review from your Google Business Profile and choose the reason that fits. You can follow the status of your report from the same place.
- Yelp: report the review from your business account. Yelp also runs automated filtering, so some suspicious reviews are hidden without action from you.
- Glassdoor and Indeed: employers can flag reviews that violate the community guidelines, for example reviews that name individuals or reveal confidential information.
Report each review once, with a short and factual reason. Repeated flags rarely help.
Respond in public, calmly
Future customers read your replies as closely as the reviews. A short, professional response works best: thank the reviewer, say you cannot find a record of their visit or order, and invite them to contact you directly. Never reveal private customer details in a reply, and never argue.
Do not fight fake reviews with fake reviews
In the United States, the Federal Trade Commission's rule on consumer reviews and testimonials took effect in October 2024. It prohibits buying or selling fake reviews, and it allows the FTC to seek civil penalties from businesses that knowingly use them. Asking only happy customers for reviews, or offering rewards in exchange for positive reviews, can also cause problems. The safe path is to ask every customer for honest feedback.
Build volume with genuine reviews
The fastest way to soften the impact of a few fake reviews is a steady flow of real ones. A simple follow-up message after each sale or visit, with a direct link to your review page, often makes a visible difference to your average rating within a few months.
When it is a coordinated attack
If the reviews appear to come from a competitor, a former employee or an organized group, or if they contain false statements that are damaging your business, speak to an attorney about your options. In some cases a court can order the identity of an anonymous reviewer to be disclosed.
When to bring in a specialist
Review management firms and software can monitor every platform at once, manage reporting, help you request reviews from genuine customers and respond at scale. They are worth considering if you run several locations, if reviews are affecting sales, or if an attack is ongoing.
This guide is general information, not legal advice. Every situation is different, so speak to a qualified professional about yours.