A tale as old as the inception of online reviews: You’ve been sucker punched by a negative Yelp review, and what’s worse? You have no idea who it’s from.
Shrouded in mystery, anonymous keyboard warriors take to Yelp to voice their gripes without giving you a chance to make things right.
Yelp’s content guidelines specify that reviews should reflect customer experiences, but when the reviewer is “N A” or “Big Daddy B.,” it can be almost impossible to ascertain whether or not the post is legitimate. Is it a bitter ex-employee? Vengeful competitor? An angry customer (with entirely too much free time) creating fake accounts?
Or could it be a real customer with a potential opportunity to turn their experience around?
Even when you do your due diligence – scouring system records, cross-referencing for nicknames or aliases, reviewing the call logs — and conclude there’s no merit to the review, it can feel like you’re punching air trying to get Yelp to take down the misguided post.
Why Would Yelp Allow Fake Names?
To a business owner, it may seem unfair for Yelp to turn a blind eye to online aliases. Where is the verification process for reviewers?
Unlike Yelp’s business account requirements, reviewers have no obligation to upload a profile photo of any kind nor are they required to sign up under a legitimate name.
What gives?!
Protecting Anonymity
It’s important to remember many people do not feel comfortable sharing their personal information online, especially when sharing candid feedback that could spark retaliation from an angry business owner. We know you would never, but it’s a safety liability Yelp simply cannot afford.
This lack of protection would discourage reviewers from signing up and posting honest content, ultimately leading to the implosion of the site.
What Will Yelp Consider Removing?
So maybe you can’t get a review thrown out for an ambiguous name alone. Luckily, several potential violations may give cause for removal. Let’s dive into our most viable options:
“[The review] contains false information.”
If the post is from a phony customer, chances are it contains false claims about your business. Luckily, this is your first option in the drop-down menu – easy enough.
Not quite.
It’s almost cruel the way Yelp advertises this as a viable selection. As soon as you click the ‘False information” row, you get hit with the following message:
… Now what?
“It was posted by a competitor or ex-employee.”
Evidence is the name of the game with Yelp. There must be something in the review or on the profile that indicates the reviewer is a competitor or former employee. This is usually more common with ex-employees, who typically reference their employment in their review details.
“It doesn’t represent a personal customer experience.”
This is a great option when the reviewer explicitly mentions that they’re describing the experience of a neighbor/ family member/ friend.
From Yelp’s keyboard to you – no second-hand stories!
Another case for this selection might be a lack of relevance to your business’s core competencies. For instance, if a reviewer is angry about a pride flag in the window, Yelp will likely take the post down.
Reviewers should refrain from posting ideological rants.
Users may try to skirt the system and post updates about the same experience they already shared. That’s a no-no with Yelp, and they may consider removing the entire review if brought to their attention.
Not so fast! Users are limited to one post per experience.
Be sure to specifically reference which guideline the review violates in the provided textbox below your drop-down selection. This will increase your chances of getting the review removed! We recommend this for all removal requests, regardless of which violation you select.
“It violates Yelp’s privacy standards.”
If the review does either of the following, it’s a great contender for removal.
- Mentions a customer by their full name or
- Posts photos of any person who has not given their direct consent to have the image shared online
“It’s for the wrong business”
Maybe the name isn’t familiar because the customer used another provider or worked with a different franchise location. If any of the following example details seem relevant to this review, you should share them with Yelp in the provided textbox:
- The reviewer references another business/ franchise location by name.
- The reviewer has posted negative reviews for several locations in an attempt to harm the reputation of the franchise at large.
- You have checked with neighboring franchisees and have confirmed this is their customer.
- The reviewer has their location set to another city or state. You can let Yelp know that they are based outside your business’s jurisdiction and that you have no record of the reviewer. It’s not foolproof, but it’s worth a try!
What’s The Best Way to Handle An Unremoved, Anonymous, or Fake Review?
Once you report the review, Yelp will typically respond to the request within a few business days.
Even when you think a review is a clear case for removal, we can never guarantee Yelp will agree. Let’s say Yelp notifies you they have reviewed your request and decided not to take down the post. Phooey.
In the face of defeat, the best way to protect your online reputation is to put your dukes up and craft an empathetic and informative response that either:
- Encourages a change of heart within the reviewer, and they delete their erroneous post on their own accord.
- Notifies the reviewer they may have erred and violated a Yelp guideline, inspiring them to remove the review for fear of reprimand from the Yelp support staff.
- Invites the reviewer to contact you directly if they are a real customer.
- Signals to prospective customers that the review does not reflect a genuine experience with your business.
Bonus points if it accomplishes more than one!
Need Help?
Eloquent responses can be hard, especially when emotions are running high. Let WebPunch take the reins! Our team of professional writers is ready to lace up our gloves to craft the perfect response that packs the right amount of punch while remaining courteous and respectful.
In addition to review responses, WebPunch offers a wide array of reputation management and customer experience services, including listings optimization, review generation, NPS surveying, and our newest offering—PunchBoard, an employee engagement tool.
Reach out to us today to see how
WebPunch can help you maintain a knock-out reputation on review platforms like Yelp and more!
Liv DuBro
Liv is a communications chameleon, connecting with the world through songwriting, candid conversation, social media silliness, handwritten notes, and WebPunch review responses. She is wildly passionate about impromptu dance parties and esoteric mysteries, and in her free time, you can find her outside making friends with wild animals.
