Negative reviews on Google My Business (GMB) can impact your reputation, lower your star rating, and potentially drive away customers. While Google does not allow businesses to delete reviews directly, there are several methods to remove, dispute, or minimize the impact of bad reviews.
In this guide, we’ll cover:
✅ Which types of reviews Google allows you to remove
✅ How to report and request the removal of inappropriate reviews
✅ What to do if Google does not remove the bad review
✅ How to respond to negative reviews professionally
1. Can You Remove a Bad Google Review?
Yes—but only under certain conditions. Google has strict content policies regarding which reviews can be removed. You cannot delete a review simply because it is negative or because you disagree with it.
However, you can request removal if the review violates Google’s policies, such as:
Reviews That Can Be Removed
Spam & Fake Reviews – Reviews that appear fake, left by bots, competitors, or multiple accounts.
Inappropriate Content – Reviews containing hate speech, harassment, offensive language, or personal attacks.
Conflicts of Interest – Competitors or employees leaving fake reviews.
Off-Topic Reviews – Reviews unrelated to your business (e.g., political opinions, irrelevant complaints).
Duplicate Reviews – If a person leaves multiple negative reviews using different accounts.
Reviews That Cannot Be Removed
⚠️ Genuine Negative Feedback – If a customer had a bad experience and shares their opinion, Google will not remove the review.
⚠️ Mistaken Identity – If someone mistakenly reviews the wrong business, Google may not remove it unless reported.
⚠️ Old Reviews – Even if outdated, old negative reviews usually remain unless they violate Google’s guidelines.
2. How to Remove a Bad Review from Google My Business
If the review violates Google’s policies, you can report it for removal. Here’s how:
Method 1: Report the Review via Google Business Profile
1️⃣ Go to your Google Business Profile
- Sign in to your Google Business Profile.
2️⃣ Find the review - Scroll to the “Reviews” section.
3️⃣ Report the review - Click on the three-dot menu (⋮) next to the review.
- Select “Report review”.
4️⃣ Choose a reason - Select the appropriate violation reason (e.g., spam, harassment, off-topic).
5️⃣ Wait for Google’s Response - Google will review your request and may remove the review if it violates their guidelines.
- This process may take a few days to weeks.
Method 2: Flag the Review via Google Maps
If you don’t have access to your Google Business Profile, you can still report a review using Google Maps:
1️⃣ Search for your business on Google Maps.
2️⃣ Click on Reviews and find the bad review.
3️⃣ Click the three-dot menu (⋮) next to the review.
4️⃣ Select “Report review” and follow the prompts.
Method 3: Contact Google Support
If reporting the review doesn’t work, contact Google My Business support directly:
Via Google Business Profile Help Center
- Visit: Google Business Support
- Click “Contact Us”
- Select “Fix a problem” > “Reviews and Photos”
Via Social Media (Faster Response)
Google sometimes responds faster to business inquiries via Twitter (X):
- Tweet at @GoogleMyBiz explaining your issue.
Via Phone (Limited Availability)
- Google’s support phone option is not always available but can be accessed through Google Business Help.
3. What If Google Does Not Remove the Review?
If Google refuses to remove the review, you have other ways to minimize its impact:
1️⃣ Respond to the Review Professionally
A well-crafted response can neutralize a bad review and show potential customers that you care.
✔ Be polite and professional – Avoid being defensive.
✔ Acknowledge the issue – Apologize if necessary.
✔ Provide a solution – Offer to resolve the issue.
✔ Encourage offline contact – Provide an email or phone number to handle the matter privately.
Example Response:
“Hi [Reviewer’s Name], we’re sorry to hear about your experience. Customer satisfaction is our priority, and we’d love to resolve this for you. Please contact us at [email/phone] so we can make it right. Thank you for your feedback!”
Why This Works: Even if the review stays, a professional response makes your business look more trustworthy.
2️⃣ Bury the Bad Review with Positive Reviews
The best way to minimize a bad review’s impact is to get more positive reviews:
✅ Ask happy customers to leave reviews – Send review requests via email, SMS, or in-store prompts.
✅ Use a review generation tool – Platforms like Podium, Birdeye, or NiceJob can help automate review requests.
✅ Offer great service – Providing excellent service naturally leads to good reviews.
Pro Tip: More recent, positive reviews push bad reviews further down, making them less visible.
3️⃣ Take Legal Action (Extreme Cases Only)
If a review is false, defamatory, or harmful, legal action might be an option. However, this is a last resort:
✔ Send a cease-and-desist letter – If a competitor or disgruntled ex-employee is posting fake reviews, a lawyer can help.
✔ File a defamation lawsuit – Only pursue legal action if the review is clearly false and damaging.
✔ Get a court order for removal – If successful, Google may be required to delete the review.
⚠️ Warning: Legal action can be expensive and may draw negative attention. Only use this approach for serious cases.
4. Prevent Future Bad Reviews
To avoid dealing with negative reviews in the future, follow these strategies:
✔ Deliver excellent customer service – Satisfied customers are less likely to leave bad reviews.
✔ Encourage feedback privately – Ask customers for feedback before they post a public review.
✔ Monitor your online reputation – Regularly check Google Reviews and address issues early.
✔ Train employees on customer interactions – A well-trained team can prevent negative experiences.
Pro Tip: Turn negative feedback into a learning opportunity. Improve your business based on customer complaints to prevent similar issues in the future.
Final Thoughts
Bad reviews on Google My Business can be frustrating, but they don’t have to damage your reputation permanently. Here’s what to remember:
✅ You CAN remove reviews that violate Google’s policies (spam, fake, off-topic, or offensive).
✅ You CANNOT remove legitimate negative feedback—but you can respond professionally.
✅ If Google won’t remove the review, drown it out with positive reviews.
✅ Responding professionally and improving service quality is the best long-term strategy.
Dinesh K Verma is an experienced SEO strategist and WordPress expert with over 12 years of industry experience. He specializes in creating optimized, user-friendly websites that drive traffic and conversions. As the founder of SEOBallia.com, Dinesh shares his expertise through insightful articles and practical guides. His mission is to empower businesses and individuals to achieve online success.
