In 2009, a small Domino’s Pizza shop in the U.S. received a brutal review: “Worst pizza I’ve ever eaten” and “Tastes like cardboard soaked in ketchup.”
Things got worse when a viral video surfaced, showing their employees unhygienically tampering with food, causing serious damage to the brand’s reputation.
But instead of ignoring the situation, Domino’s took full ownership. They released a public apology from their CEO, modified their entire recipe, and committed to better food safety practices.
You see what they did there?
Even though this incident happened back in 2009, Dominos didn’t hold back; instead, they accepted their fault and took action. This is one of the key reasons Domino's has earned its place among the most elite and trusted pizza brands worldwide.
This reminds us of an old expression, “everyone’s a critic” — and in this digital age, this couldn’t be more true.
Whether it’s 2009 or 2025, customers can instantly share their opinions across countless platforms. And those few lines of their review hold the power to either build or break your brand.
Yes, managing positive reviews is easy. But it’s the negative ones that test your brand, and how you respond to them makes a difference.
As they say:
“Your next customer is reading your last reply.”
One of the most powerful strategies in online reputation management is how you respond to complaints. This not only shows that you care, but it also tells your future customers that you’re listening and ready to improve.
So, how do you handle negative feedback the right way? Let us break it down for you in simple terms.
Rebuilding trust is never easy, especially with unhappy customers. That’s why, when responding to negative reviews, you need a humble and strategic approach — it’s the key to win back their trust and build long-term loyalty.
Here is the best way to respond to negative reviews:
When the review is authentic and comes from someone who has used your service, follow these steps:
Remember, responding to every review—positive or negative—shows that you value customer feedback and you are committed to improve your service.
Most negative reviews come from customers feeling let down or undervalued. Offering something in return shows that you recognise their disappointment and are willing to make things right.
– For subscription-based services: A free trial can help smooth things out for small issues.
– For non-subscription businesses: If a product arrives damaged, send a free replacement. If the issue is related to a service experience, a full or partial refund can help rebuild trust.
The size of your gesture should reflect the seriousness of the issue. Just don’t leave the customer feeling ignored—if they walk away still feeling unheard, chances are they won’t come back.
Now, let’s flip the coin — what about fake reviews?
While genuine feedback helps you grow, not all reviews come from real experiences. Some are exaggerated, misleading, or even intentionally harmful. It's important to spot them and respond strategically, because not every negative comment deserves an apology.
Fake reviews can be damaging, especially if they are posted by competitors or individuals who haven’t used your service.
Here’s how to deal with them:
Now the real question is, “How Does Google Handle Fake Reviews?”. Before you take action, here’s how Google steps in to maintain authenticity.
Google uses automated systems to detect and remove spam reviews. While this system is effective, it isn’t perfect and may occasionally remove legitimate reviews as well. If this happens, you can contact Google support for assistance.
Here’s a sample email template you can use to report fake reviews:
Subject: Urgent Request for Removal of Fake and Misleading Reviews Affecting Brand Reputation
Dear [Support Team / Platform Name],
I am writing on behalf of GBIM, a reputable digital marketing company with over 20 years of service in the industry. We have recently become the target of a scam that is severely affecting our brand reputation and misleading innocent job seekers.
Issue Summary:
Over the past several months, we have noticed a surge in fake reviews posted under our company profile. These reviews are being generated by individuals or entities falsely using our brand name to promise fraudulent job opportunities in exchange for reviews and ratings.
This scam is not only trapping innocent people but also severely damaging our company’s credibility. We have addressed this issue and issued a public warning on our official careers page:
🔗 https://www.gbim.com/careers/
Why These Reviews Should Be Removed:
- They are fraudulent and not based on genuine customer or employee experiences.
- They contain false information aimed at manipulating platform ratings.
- They are part of a larger scam operation misusing our brand identity.
- They violate your platform’s guidelines on misrepresentation and spam.
Company Profile Details:
Business Name: GBIM
Website: https://www.gbim.com
[Include the link to your company’s listing on the review platform]
We kindly request your immediate assistance in reviewing and removing these fake reviews to help protect both our company’s integrity and the interests of users on your platform. Please let us know if you need any additional documentation or clarification to support this request.
Thank you for your prompt attention to this matter.
Sincerely,
[Your Name]
[Your Position]
[Your Contact Information]
Don’t ignore those 1-star reviews.
Whether it’s honest criticism or a fake attempt to harm your brand, every negative review deserves your attention. Responding professionally and making use of the tools provided by Google can help you maintain a strong online presence and build trust with your audience.
For more information on managing Google reviews, visit Google’s official support.
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