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Original poster

Ideas for a nasty customer who gave us a bad review inaccurately

87 replies

Vodkacranberryplease · 21/08/2020 13:42

Mumsnetters I'm begging asking for your help. I've got a small business and this banker type gave us a one star google review. That's a disaster and furthermore it's based on a lie. I'm confident he's not married (I hope so for her sake) or on mumsnet.

He contacted me too whining so I tore shreds off the team (well not really just said what the fuck?) and found out he ordered it weeks after he said he did, it was delivered on time, he wasn't there for the delivery so they had to go back and it was delivered by the time I responded to his message apologising offering him a credit and a refund if he wanted to cancel as he said it was going to be delivered September.

And I've looked at his reviews and they are all one star to local businesses who have often replied saying I'm what are you talking about we don't know you or there was no problem, so he has form.

He's finally replied to my second message saying my review reflects the poor service. What poor service? And he changed the review after he found out that he ordered it in June and it was delivered. So in other words tough luck I'm not taking it down even though I lied.

I'm furious! Google reviews make a big difference! And you can't get them taken down! What can I do? I actually want revenge (sorry but I do) but nothing he can pin on me. He has a financial business so I could get reviews for that done (not straight away though!) but what else?

Gutted and annoyed. People can be such arseholes. This is just pure spite. It affects my google rankings and we aren't one of those ones that gets a ton of fake reviews put up. All our real reviews are great!

OP posts:
sarahb083 · 21/08/2020 13:46

I would take a few days to cool off before doing anything. I read Google reviews and one bad one wouldn't put me off at all, especially if you reply to the review (politely) saying it's inaccurate - customers understand that there are some liars out there. Could you ask some of your other customers to leave a review, to boost your score and so that his review isn't the first one?

Finfintytint · 21/08/2020 13:47

If all your real reviews are great then won’t one poor review not make too much difference?

kaleishorrid · 21/08/2020 13:47

I am sorry that this has happened but to be honest there's always one arsehole no matter what reviews you look at and no matter how fantastic your product or service is.If all your other reviews are good any sensible customer will ignore this review as somebody who always has to complain. I realise that this is not what you would want to hear but unfortunately I think you might just have to suck it up. Is there any possibility of you being able to reply to his comments like on TripAdvisor? All the best to you with your business for the future.

something2say · 21/08/2020 13:49

I feel your pain.

My sister gave my self help book a one star review to punish me for talking about the child abuse in our family. I was so hurt, but more than that, embarrassed as it was my professional life she harmed.

PomBearSandwich · 21/08/2020 13:49

I would politely respond to the review with the facts, you ordered this product on x date and it was delivered on y, but you were not in to receive it.

As long as the rest of your reviews are good, it should be fine.

ChaChaCha2012 · 21/08/2020 13:50

Do you have a social media following? If so invite your customers to leave reviews, the one poor one will be outweighed by all the positive.

titchy · 21/08/2020 13:50

Just reply politely to his review pointing out your side of things, and perhaps asking why he posts so many one star reviews on local businesses. That gets your side across, people know to ignore his review and shows him up for being a tit to local businesses.

SquishySquirmy · 21/08/2020 13:52

When I read reviews, I will always take a single one star review with a pinch of salt especially if all the others are good.
I pay more attention to the comments which accompany 3 star reviews as the criticism is generally more balanced and believable. I am sure I'm not alone in this.
So a single one star review is not necessarily a disaster for your business!

MarkRuffaloCrumble · 21/08/2020 13:54

If I read a nasty review followed by a polite and non-defensive reply from the business owner I would ignore it. If the business owner has been in any way defensive, nasty or unprofessional back, I would usually assume the customer was right and avoid buying from the business.

So just reply gracefully, “thanks for your feedback, I’m sorry that xyz didn’t live up to your expectation and that you didn’t get it as quickly as you hoped etc.”

Don’t get into mud slinging and explaining how you fixed this and he got that wrong etc - with the best will in the world, you will come across like the arsehole here.

And please don’t try tit for tat bad reviews, just make a note to never use him and never sell to him again. At the moment hes winning because he’s taking your peace and your mental energy away from your business. Forget this one shit review and concentrate on making the experience the best it can be for other customers (and potentially making changes to your delivery methods etc to make sure the same thing doesn’t happen to another customer).

BertieBotts · 21/08/2020 13:55

Contact the review platform and state that this is a malicious review and not based in fact.

Miranda15110 · 21/08/2020 13:56

Most people who use review sites actually prefer to see the odd less than glowing review as it makes the business look more credible. The important thing is how you handle the response. Thank him for his review and state that you take all feedback seriously. Go on to say that after thorough investigation you have established that (brief timeline of events). Reiterate that you hate to have a disappointed customer and could he please call you to discuss the problem. This tells your customer base that if there's an issue you'll sort it professionally. I hate the idiots that do this stuff.

BacklashStarts · 21/08/2020 13:56

Do noting, stop engaging. It’s one bad review - they aren’t all going to be 5 star. Either he’s a serial low reviewer and you’re giving him the attention he wants or it’s his real opinion. Either way, you are being way over the top and are validating his review in your reaction.

MarkRuffaloCrumble · 21/08/2020 13:57

Also, if a product or service only has great reviews and nothing negative at all, I’d assume it was all friends boosting the ratings, so at least this will make sure you look genuine!

WitchesGlove · 21/08/2020 13:58

Send letters to his neighbours (with his name on them) pretending to be from private debt collectors.

Do the same where he works.

Find out who is boss is and send an anonymous letter saying that he is dishonest.

ThrreeGoldfinches · 21/08/2020 14:00

Be polite. Stick to the facts. Don't be passive aggressive.

When dealing with difficult people or situations I always try and remember Michelle Obama's phrase: When they go low, we go high.

MrsWooster · 21/08/2020 14:00

Do a polite reply -‘sorry you weren’t satisfied with the service; we made every effort to ensure that the xxx arrived before the deadline of September blah, and we are glad we were able to deliver it by Aug 20. Kind regards, etc’
Lets customers know he’s just a stirrer while keeping you firmly on the moral high ground.

shoofly · 21/08/2020 14:01

Engage in a factual and polite way or else ignore. If I see a 1 star review with polite engagement from the business, I discount the review. If the business starts mud slinging I think the 1 star thing may have a point. Ask your genuinely delighted customers to leave you a review and honestly move on. Thinking of ways to harm his business lowers you to his level

Brandaris · 21/08/2020 14:01

A poor review amongst good reviews is actually great, it shows you’re not editing reviews or paying/bribing people for them. I get a bit worried if a business only has raving reviews as it doesn’t always ring true.

Give it a bit of time and then reply to the review politely and without defensiveness, and ask them to contact you so you can resolve the issue. (Or say you have contacted them to try to resolve it)

ALLIS0N · 21/08/2020 14:04

Do what @Miranda15110 said. Be scrupulously polite and professional. An angry or inappropriate reply from you will lose you more customers than his one bad review.

duvetaddict · 21/08/2020 14:12

Agree with previous posters, it's all about how you reply. If you stay calm, polite and factual it would actually make me more likely to use you than if you just had good reviews as it shows you respond to complaints and he's just a dick!

frazzledasarock · 21/08/2020 14:13

Reply factually and politely to the review.

I often read reviews and the fake ones are very obvious especially if the rest are great and the company responds politely and reasonably and has clearly dealt with the issues raised.

AltheaVestr1t · 21/08/2020 14:14

@MarkRuffaloCrumble

If I read a nasty review followed by a polite and non-defensive reply from the business owner I would ignore it. If the business owner has been in any way defensive, nasty or unprofessional back, I would usually assume the customer was right and avoid buying from the business.

So just reply gracefully, “thanks for your feedback, I’m sorry that xyz didn’t live up to your expectation and that you didn’t get it as quickly as you hoped etc.”

Don’t get into mud slinging and explaining how you fixed this and he got that wrong etc - with the best will in the world, you will come across like the arsehole here.

And please don’t try tit for tat bad reviews, just make a note to never use him and never sell to him again. At the moment hes winning because he’s taking your peace and your mental energy away from your business. Forget this one shit review and concentrate on making the experience the best it can be for other customers (and potentially making changes to your delivery methods etc to make sure the same thing doesn’t happen to another customer).

Agree with all of this 100%, I am much more likely to be put off a business by the owners response to a bad review than by the review itself!
BluFox · 21/08/2020 14:18

All the big companies seem to reply but disengage from the public conversation ie. sorry to hear about your bad experience, I’ve PM’d you/call us on...’ do not argue your side or point even if it’s a blatant lie.
I prefer some negative reviews, it shows your company is genuine and has a wide customer base not just friends and family. Just make sure you counteract the bad review with a few good ones

CrazyToast · 21/08/2020 14:26

Don't engage with him. This is just par for the course when you deal with people, unfortunately. Definitely don't challenge him or be passive aggressive on the review reply, it doesnt look good. Most people realise that one or two random low reviews are just made by arseholes.

WhatATimeToBeAlive · 21/08/2020 14:32

so I tore shreds off the team

You were BU doing this without getting the facts first.