Example replies
Before you copyEdit every reply to fit: only promise actions, refunds or policies that are true for your business, and replace anything in [brackets].
Gentle correction (any business)
Hi [Name], thanks for the feedback. We think this may be meant for another business with a similar name. We don't offer [service mentioned], and our shop is on [street]. If we've got that wrong and you did visit us, please call [phone] and we'll look into it right away.
Plumber, wrong company name
Hello [Name]. The company named in your review isn't us; we're [Business], a family-run plumbing firm in [town]. We don't have a technician by the name you mention. We're sorry you had a bad experience with them, and we hope it gets sorted out. If you think it was our crew, call us at [phone].
Restaurant, menu doesn't match
Thanks for writing, [Name]. The dishes in your review aren't on our menu and never have been, so we suspect this was meant for the place down the block. We'd hate for anyone to have a disappointing meal. If you did dine with us, our manager [Name] would like to hear from you at [email].
Hotel, sister property
Thanks for the review, [Name]. The rooftop bar and airport shuttle you mention belong to a hotel with a similar name across town; we have neither. We've asked Google to move the review. If you did stay with us, our front office would like to hear from you at [email].
Salon, wrong branch or chain
Hi [Name], sorry about this experience. We're an independent salon at [address] and aren't connected to the chain salon nearby, so we think this one may have landed on the wrong listing. If you were in our chair, please message me at [phone] and I'll make it right. [Owner]
Short and neutral
Thanks, [Name]. We couldn't match these details to our business, and we think the review may belong to another company. We've asked Google to take a look. If we're wrong, please get in touch at [email] so we can help.
This is one of the few reviews Google will remove
Most bad reviews stay up no matter how unfair they feel, because Google doesn’t step into disputes between businesses and customers. A review about a completely different company is different. Google’s content policy bans off-topic content, which it defines as content not based on an experience at that specific location. A complaint about a mechanic posted on your bakery’s profile fits that description, and so does a rant naming a technician you’ve never employed.
So the order matters. Report first, using the reason closest to off-topic, then reply. The report gets Google’s evaluation started, and the reply covers the gap while you wait.
How to write the reply
Readers can’t tell a mix-up from a real complaint unless you show them. Give one or two checkable details that don’t match: a service you don’t offer, a street you aren’t on, a staff name that isn’t yours. Then leave a door open. People sometimes review the right business under a name you don’t recognize, or describe a job in terms that don’t match your records. “If we’ve got this wrong, please call” keeps you from calling a customer a liar.
Keep the tone friendly. The reviewer probably had a bad day at another business, picked the wrong listing in a hurry, and has no idea it landed on yours. A reply that mocks them for it looks worse than the review.
What not to do
Don’t name the business you think they meant. It reads as blaming a competitor and can start a public back-and-forth. Don’t post your own counter-review or ask friends to bury it with five-star reviews; Google treats reviews that aren’t grounded in a genuine experience as fake engagement. And don’t share anything about the reviewer you found by looking them up, even if it proves your point.
If Google says no
If the status reads Report reviewed - no policy violation, you get one appeal. Use it only if your evidence is specific. If the review still stands after that, your reply is doing the work. When mix-ups keep happening, check whether your profile name, category or address is confusing people searching for a nearby business with a similar name.
If it doesn't work
- Status shows Report reviewed - no policy violation: you can file a one-time appeal from the Reviews Management Tool.
- The reviewer insists it was you: take it offline by phone. You may simply not recognize the job under their name.
- Many reviews meant for another business keep appearing: your listing may be confusing searchers. Check your name, address and category for errors.
Questions owners ask
Does a review about another business break Google's rules?
Yes. Google's content policy lists off-topic content, meaning content not based on an experience at that specific location. A review clearly written about a different company fits that category, which is why reporting it is the first move.
Should I reply before or after reporting?
Either order works, but reporting first means Google starts its evaluation sooner, which Google says typically takes several days. A polite reply in the meantime helps anyone who reads the review before a decision is made.
Can I name the business they probably meant?
It's safer not to. Pointing at a competitor by name can read as an attack and invites a dispute on your profile. Saying the details don't match your business, and stating what you do offer, is enough for readers.
What if I'm not sure it's a mix-up?
Leave room for doubt in the reply. A line such as "if you did visit us, please call" keeps you from accusing a customer you simply didn't recognize.
Sources
- Prohibited and restricted content (support.google.com)
- Report inappropriate reviews on your Business Profile (support.google.com)
- Manage customer reviews (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.