You read a new one-star review and none of it makes sense. The customer mentions a product you do not sell, a street you are not on, or a staff member you have never employed. They have reviewed the wrong business.
It happens more than you might think. Businesses with similar names, shared buildings, franchises, and listings that sit next to each other on a map all get mixed up. The review still counts toward your rating, though, so it is worth dealing with properly. Here is how.
Step 1: Make sure it really is the wrong business
Before you say anything in public, check carefully. A review that seems to be about someone else is sometimes about you, described in a way you do not recognise.
Work through this checklist:
- Search your records for the reviewer's name, the date they mention, and any order, booking or job details.
- Ask your team. A staff member may remember the visit, even if the details are muddled.
- Check the details in the review. Products, prices, opening hours, location and staff names are the easiest clues.
- Look at nearby or similar listings. Search for businesses with a similar name, or in the same building or shopping centre.
- Check the reviewer's other reviews, if the platform shows them. They may have reviewed the other business too, or posted from a different city.
If you find the customer after all, treat it as a normal complaint. Our guide on how to respond to a negative review covers that.
Step 2: Report it on the platform
Google's Maps user-generated content policy lists off-topic reviews as a violation, and says contributions must be based on real experiences and information. A review that describes a different business is not based on a real experience at yours, so you can report it.
On Google, you can flag a review from your Business Profile. Choose the reason that fits best, which is usually that the review is off-topic. Keep a note of the date you reported it and take a screenshot of the review.
A few things to keep in mind:
- Reporting does not guarantee removal. Google decides, and it can take time.
- Only report reviews that break the rules. A real customer's harsh review is not off-topic just because you disagree with it.
- Other platforms have their own rules. Check each site's guidelines before you report.
If the review is one of several that arrived together, it might be something else. See our review bombing response plan.
Step 3: Reply in public
Even if you report the review, reply to it. Removal is not certain, and other customers will read the review in the meantime. In the BrightLocal Local Consumer Review Survey 2026, 97% of consumers said they read reviews and 89% said they expect businesses to respond.
Your reply has two readers: the reviewer, who may not realise their mistake, and every future customer who sees it. Your aim is to be polite, clear and helpful. You are not trying to win an argument.
Example replies
When you are fairly sure who they meant:
Hi Daniel, thank you for taking the time to leave a review. We are sorry to hear about your experience. We think this may be meant for another business with a similar name nearby, as we do not offer car rentals. If we have got that wrong, please call us on 555-0100 so we can look into it.
When you cannot tell who they meant:
Hi Priya, we are sorry your visit did not go well. We could not find a record of it, and some details, like the menu items mentioned, do not match ours. If this was us, we would really like to hear more. Please email manager@example.com.
When the reviewer is actually complimenting someone else:
Thank you, Sam, for the kind words. We think this might be for another salon, as we do not have a stylist called Jess. We would love to see you in person one day, though.
What not to write
- Do not mock the reviewer. "Learn to read a map" might feel good to type, but readers will judge you, not them.
- Do not name the other business in a way that sounds like blame. A neutral "another business nearby" is enough.
- Do not reveal private details about anyone, even to prove a point.
- Do not demand they delete it. You can explain the mix-up, but pressure is not a good look. Our guide on asking a customer to change or remove a review explains what is reasonable.
Step 4: Reach out privately, if you can
If you can identify the reviewer, a short private message often works best. Many people are embarrassed when they realise they reviewed the wrong place, and will fix it themselves.
Hi Daniel, I saw your review of our shop on Google. I think it may have been meant for another business, as we do not rent cars. No problem at all, it is an easy mix-up. If you have a moment, you may want to move it to the right listing so they see it.
Keep it friendly, and do not offer anything in return. Google prohibits review incentives.
Step 5: Reduce the chances of it happening again
You cannot stop every mix-up, but you can make your listing harder to confuse.
| Problem | What to do |
|---|---|
| Similar name to a nearby business | Use your full, correct business name on your profile and signs, without adding keywords |
| Unclear location | Check your pin is in the right place and your address is complete |
| Missing details | Fill in your categories, services, hours and photos |
| Shared building | Add a clear photo of your entrance and signage |
Our Google Business Profile checklist covers these and more. A clear, accurate profile also helps AI assistants describe your business correctly when people ask for a recommendation. In the BrightLocal survey, 45% of consumers said they have used generative AI for local recommendations.
How Reputfy helps
Reputfy brings your new reviews into one place, so a confusing one does not slip past. AI drafts a calm reply, and you approve or edit it before anything is posted. If you want customers to see reviews they can trust, Reputfy can also seal reviews with a SHA-256 fingerprint timestamped via OpenTimestamps, and anyone can check your seal on our seal check page. See our plans.
