We had a 20 year old girl post a lengthy negative review on our Google Business Page because we wouldn’t ship her a replacement product for free. As a result, she proceeded to have 16 other people leave 1 star reviews in rapid fire succession on our page. I’m talking within minutes. We have sent cease and desist orders, we have consulted attorneys, we have contacted Google. The fake reviews are still up. The only way we finally got some control over the situation was to mark the page as “Closed”. If you do that it removes the ability to review. The whole situation and fact that one person can damage your brand so easily, and so quickly with no support from Google for days on end is totally ridiculous.
If things don’t work, you’ll have to file support requests, but I’ve been there with Google, and that’s a hiding to nothing. It was 10 years ago this year when I discovered just how deceitful and dishonest Google is. Here’s one experience with Google My Business in the cache (the original is long gone; emphasis in original):
Google My Business a total joke. Worst customer service experience I’ve had in a long time.
Having issues with Google My Business? You are not alone, not in the slightest. I can tell from all the posts on this forum as well as from personal experience that there is no ‘customer support’, just a bunch of people that answer the phone to tell you that they can’t do anything.
Our business listing suddenly disappeared and was replaced with the name of one of the employees. So I click on a few help pages and find a support line to which they are supposed to call me. I get the call, it connects, I say hello, then they hang up … What a great start.
I call again, and finally get somebody I can barely understand who apparently doesn’t know anything about anything, and can’t actually do anything either. I’d kill for a job where I can just tell everyone who calls me that nothing can be done, and then hang up on them. The great part is feedback is only available AFTER the call, so if they hang up on you, you can’t leave any feedback so they can’t get in trouble.
So I tell this lady my issues, and she says she’ll look into them, then I get hung up on again.
The next day I get an email with NO SUBJECT, that looks very spammy but lo and behold it’s actually a legit email from Google My Business. The geniuses over there don’t understand what my question is and want me to clarify.
What do they want me to clarify? They apparently looked at our website, and because one of the employees name is on the website, then the deletion of our listing and replacement with just an employee name and nothing else is justified.
Get this, in order to fix it, they want me to DELETE our staff page on the website. Make sense to you? Not to me either.
So I call them again. I get hung up on just after I gave them my email, again. Call back AGAIN and finally talk to another ESL guy who I can at least mostly understand. He goes on to tell me he is also powerless, but if I want I can talk to his supervisor, who ‘can’t do anything either sorry’. Our business listing ‘won’t be on the google’ for ‘several weeks’ because I made the HUGE mistake of trying to correct our suite number to match USPS standard formatting. Oh, and I made the cardinal sin of updating our profile to show that, as a medical clinic, we don’t do deliveries. I’m so sorry Google, I really am. I didn’t know you wanted us to falsely advertise our services and get sued. I’ll never do it again so can you please restore our listing?
Oh, by the way, I opted to hold for the supervisor and got hung up on again.
I think we should just give up, Google has made it pretty clear how much of a priority their customers are. For my part I’m pulling the $2k adwords we’re doing every month. Probably a pittance in Google’s eyes but hey, it’s all I can do to protest their pisspoor service.
Good luck everyone!
Wow. Just wow.
I found a lot of similar reviews, and those who promote it in a more positive light appear to be SEO specialists. How convenient.
I might leave it for now since I’ll never see these My Business boxes, and I just hope that if we do get piled on, they’ll have fixed the bug that prevents us from deleting listings.