A Fake or Competitor Review — How to Reply
When to use this
When the review doesn't match anything in your records (no such visit, details plainly wrong). Here your reaction is the bigger risk, not the review.
The reply (copy it)
Likely fake or from a competitor
Hello, and thanks for the feedback.
We've checked our records for [date] and can't find a visit or order matching this description — I want to make sure this isn't a mix-up with another business.
If we did get something wrong, please contact us at [contact] and we'll make it right. If it's a misunderstanding, we'd welcome the chance to clear it up.
The most common mistake
Accusing them of being fake or a competitor. Even at 80% certainty, a public accusation reads as deflecting — and if you're wrong (misremembered, booked under a partner's name), the damage is far worse. Instead, state what you found ("we checked that date and couldn't find a matching visit") and invite them to get in touch. Leave the conclusion to readers.
When the situation is different
Be conspicuously calm. Readers who see an odd negative review answered with a calm, specific, willing-to-check reply usually draw the conclusion themselves — which lands far harder than you calling it fake.
After you reply
Google does have a process for reporting reviews that violate policy, so removal is possible, but success isn't guaranteed and it takes time. Write the reply first — its effect on readers is immediate, unlike a removal request.
Replies for other review types
This is one of 12 review situations. The full set (filterable by star rating) is here:
See all 12 Google review replies →
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