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Monday, January 24, 2011

Business Owners Cant Respond to Negative Reviews on Google Maps

Posted by @ 5:32 pm

Reports are flooding in from around the world claiming that many business owners are not being able to respond to the negative reviews on their Google Maps listing.

Google had begun allowing business owners to reply to reviews written by customers on their Google Place pages since in August 2010 and things were going fine until recently when many business owners are complaining that they are unable to reply to these reviews.

The typical problem that business owners are facing is that they get an error page when they hit the publish button after typing in a response to a particular review on their place page profile. This is a serious problem for businesses who have received a negative review as it is hurting their image and reputation in the market.

Cecelia from Google responded to a thread of complaints on Google Places Help page by saying:

As a quick update, I’ve shared all of your reports with our team as examples of the issue. We’re looking into this and working to resolve the issue as quickly as possible.

Google has also asked that business owners do the following:

  • Verify your listing using Google Places

    Here are the instructions:
    For the verification process visit, and log into your Places account. From there, be sure your listing is in your account, verified and active. On the dashboard, you’ll see Active in green, if your listing is verified.

    If your listing is veriried, then visit your Place page in the same browser window. You should be able to respond to the reviews in the Reviews by Google Users section.

    • When trying to post a response, ensure that you are logged into the correct Google account.

      This needs to be the one that was used to claim the listing.

      The issue here is that the problem is still not resolved and these tips have still not helped many of the business owners impacted.

      I would suggest that if your profile has negative reviews that you can’t respond to, then try to message the person directly who left the review. This will help you get to the bottom of their issue and they might even delete their review or post a positive follow up review – fingers crossed.

      Courtney Mills Courtney is an online marketing and communications specialist at ineedhits - a leading search engine marketing firm with over 16 years experience. Courtney has been living and breathing online marketing for over 5 years. She specializes in web and communication marketing, while providing news and opinion to online marketing communities.

      View Courtney Mills's profile

      Discussion (2 - comments)

      What’s all the fuss ? Google Maps stopped working recently so where’s the issue ?
      With their latest “update” if you look at a google map with a recent IE you don’t get a pointer or any info to review… Firefox users seem to get by however, but still a minority audience.

      By Martin Holmes - January 25, 2011

      We have not been able to respond to a poor review. I have spent hours trying to find out how to respond to a negative review that I do not even think is about our company. Google suggests that we try to deal with the person on a one to one, but there is no way to find out who the person is or to contact the person who left the review. We have not even had a customer by that name in the 60 days prior to the review, so I believe it was most likely left by a competitor. Almost 150 reviews on Angies List for our company and earning awards every year, this person’s complaint doesn’t even sound remotely like our company. The shame is that reviewers can hide behind fake names and as a business owner you have no recourse. It is especially gut wrenching when you cannot even respond because Google instructions do not work. Sue

      By A-fordable Plumbing and Mechanical, Inc. - April 20, 2012

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