Unfortunately when you allow reviews and ratings on your Business Page, there is always the small chance you will get a negative review, or even a fake review. Often after enabling reviews, users will ask, “If I get a bad review, can I take it down?”. The short answer to the question is, no you cannot remove a negative review from Facebook without disabling all reviews and ratings to the Page.
But that does not mean there is no avenue for you to take. In this Blog Post we will review the ways you can combat a bad review on Facebook.
Responding to a Negative Review
You can and should respond to all reviews on your Page. Even if your Page visitors see that someone has had a potentially poor experience (or simply a misunderstanding) they will know that you are diplomatic and reasonable by your courteous response to the review.
Remember, this should be non-confrontational. Apologize for the negative experience, thank the person for their feedback, and de-escalate the situation as much as possible. Refrain from mentioning your Business Name in the response so the negative review will not be prioritized on a Google search. You can even respond to a positive review to let users know you appreciate them.
Reporting a Fake Review
Surprisingly, fake reviews are an issue on Facebook from time to time. Maybe the user has confused your Business Page for another Company, or the user is a “troll” and is just leaving a fake review to be malicious. You can report a review that has broken the Facebook Community Standards in some way, or one that does not focus on the product or service offered on your Page.
Whatever the reason, you do have the option to report reviews to Facebook. This however, is not an immediate process, reporting the review will submit it to Facebook for potential removal.
Step 1) Head over to your Business Page, locate and click on the Reviews tab
Step 2) Locate and click the downward facing arrow, click “Report post”
Step 3) State your reason for reporting and continue with the on screen instructions
Removing the Reviews Section
If you are having trouble with reviews you can always remove the Ratings and Reviews section from your Page.
Step 1) Head to your Business Page and click “Settings” in the top right side of the Page
Step 2) You will be brought to a General Settings Area, in the left column locate and click “Edit Page”.
Step 3) Scroll through your tabs to find the “Reviews” tab, click into “Settings” and follow the on screen instructions.