How to reply to a review meant for another business

If a Google review clearly describes a different business, reply publicly, politely and briefly. Say you think it may be meant for someone else, give the one fact that shows it, and invite them to get in touch if they did use you. Then, if it stays up, report it, because a review that doesn’t reflect a real experience of your business breaks Google’s policy. Two separate jobs, and you can do both.

What to say

First, check your records. Search your bookings, invoices and emails for the name, the date and the job. You want to be sure before you say anything in public, because the only thing worse than a mistaken review is a mistaken reply.

Once you’re certain, keep it simple:

• Assume an honest mistake. Similar names are easy to mix up. Write as if you’re helping a stranger who took a wrong turn.
• Say plainly it may be meant for another business. “May be” matters here. You’re suggesting, not accusing.
• Give one fact that shows it. Just one. “We don’t offer boiler servicing” does the job. A pile of evidence starts to feel like an argument, and you’re not having one.
• Offer help. If they did use you, say you’d be glad to sort it out, and invite them to call or email.
• Keep it short. A few sentences, signed with your name or initials.

The reviewer is notified when you reply, and they can change their review afterwards. So the reply is for future readers and also a gentle nudge to the person who wrote it, and a kind nudge is easier to act on than a cross one.

What not to say

This bit is about restraint, which is hard when a one-star rating is sitting on your profile.

• Don’t name the other business. Even if you’re fairly sure who it is. Naming them drags a third party into your reply, and you might be wrong.
• Don’t criticise anyone. Not the other firm, and not the reviewer. No sarcasm, no “clearly didn’t read our page”.
• Don’t attack the reviewer personally. Replies are public and shown as your business, so every word represents you.
• Don’t share private information. No names from your records, no addresses, no job details.
• Don’t add deals or promotions. Google says not to use replies for them. Stick to the correction and the invitation.

Example replies

Plumber, a boiler service they don’t offer

Fictional example. The review (1 star) complains about a botched boiler service. The facts: the business doesn’t do boiler servicing.

Hello, and thank you for taking the time to write. We don’t offer boiler servicing, so we think this review may be meant for another business. If you did use us for something else, we’d be glad to help, so please call or email us. Dave

Indian restaurant, “cold burger and chips”

Fictional example. The review (1 star): “Cold burger and chips.” The facts: there are no burgers on the menu, and a burger place with a similar name is on the same road. The reply doesn’t name it.

Hello, and thank you for your feedback. We don’t serve burgers, so we wonder whether this review was meant for a different restaurant. If you did eat with us, we’d really like to hear about it, and you’re welcome to call or email us. Priya

Dog groomer, a vet appointment

Fictional example. The review (2 stars) is about a vet appointment. The facts: the business is a groomer, not a vet.

Hello, and thank you for writing. We’re a dog grooming business rather than a vet, so this may have been meant for another practice. If your dog has been in with us, we’d be happy to talk it through, so please get in touch by phone or email. Sam

Reporting a review meant for someone else

A reply is the polite step, but it won’t remove anything. If the review stays up, you can report it.

Google’s Maps prohibited and restricted content policy says contributions should reflect a genuine experience at a place or business. Its list of fake engagement includes “content that is not based on a real experience or does not accurately represent the location or product in question”, and its off-topic rule asks people to only post content based on their experience at a specific location. A review describing a different business falls within that.

To report it:

1. Open your Business Profile and select Read reviews.
2. Select Report next to the review.
3. Choose the reason that fits best.
4. Select Send report.

You can also use the Reviews Management Tool, which lets you check the status of your report. Evaluation typically takes several days. If Google finds no violation, you can submit a one-time appeal. Don’t count on removal, and keep your public reply up either way, so readers can see the likely mix-up.

If you think the review might be deliberately false rather than a simple mix-up, see how to reply to a review you think is fake and how to get a fake Google review removed. For a low rating with nothing written at all, there’s how to reply to a one-star review with no text. To draft a correction for your own review, try the review reply writer.

Questions people ask

Can I get a review for the wrong business removed?

You can report it. Google's Maps policy says contributions should reflect a genuine experience at a place or business, and fake engagement includes content that doesn't accurately represent the location in question. Google evaluates reports, which typically takes several days, and only removes reviews that break its policies, so removal isn't guaranteed.

Should I name the business I think they meant?

No. Naming another business drags a third party into your public reply, and you might be wrong about who it was. Just give the one fact that shows it wasn't you, such as a service you don't offer, and invite the reviewer to get in touch if they did use you.

Will the reviewer see my reply?

Yes. Google notifies the reviewer when you reply, and they can still change or update their review afterwards. That's a good reason to keep the tone kind. A friendly note pointing out the likely mix-up gives them an easy way to put it right themselves.

What if it turns out they did use my business?

That's why you check your records before replying and why the reply says "may be meant for another business" rather than "this isn't us". If they get in touch and it was you, deal with it as a normal complaint, privately, and without sharing their details in public.