In this current day and age, the power of a review is unmeasurable. It is normal to have a negative review every once in a while, as most clients become suspicious if a business only has five-star reviews. Not only have online reviews become the new word of mouth, but it has also become the Achilles heel for some businesses when a fake review was left by a competitor or a disgruntled client.
It is important to show customers that you take negative reviews seriously, so while you wait for a reply from Facebook it might be a good idea to respond to the fake review in the meantime. If you don't know what to reply here is a good example:
"Thank you for your review. While we take customer satisfaction very seriously we believe that your review might have been made in error as we have no record associated with your details. Please contact us at _______ in order for us to attend to your complaint in a proper fashion."
After thousands of Facebook customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How Do I Remove Fake Reviews from My Facebook Business Page? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Facebook if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like Facebook in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How Do I Remove Fake Reviews from My Facebook Business Page? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.