Question

A user calls/writes in to complain about a bad review they had received on their business page on the map. They insist that they do not recognize this person, and this person has never done any business with them, and demand the review be removed. Review policy states that users of the product do not need to use their real names. It is not possible for you to verify whether or not the review is accurate or was left by a user. Write a negative response to this scenario. (Min 250 – Max 500 words)

Answer 1

Dear Sir,

We understand your dilemma when you complain to us that the bad review posted by some person has impacted your business and that you are not aware of the person who has written such a review. Further, you also brought into the notice the fact that you have not undertaken any business with such a person.

In this regard, we wish to inform you that, as per the Review Policy of our Organization, the Users of your Products are rather free to use a pen-name or choose to remain anonymous to the Public. This is so because, often the Publicity of the names bother them from giving the honest opinions, more so, if such opinions are negative in nature. Anonymity helps them be more transparent with their comments. However, they do have the option of revealing their real names to the web platform of our Page, if they wish to but we cannot really enforce the same. This policy was very thoughtfully created with the view to bring more transparency in our operations and help the other potential users reconsider upon these reviews, before making a ration choice.

However, it is sad to know that the person whom you are indicating in this complain, has not done any business with you. But we fail to comprehend as to how are you sure about the same, owing to the fact that the users may or may not reveal their real names? As a matter of fact, even we are not given the access to identify such users when they post their reviews to our webpage. Hence, we deeply regret to inform you that we may not be able to remove the review since that may also encourage other business owners to approach us with the same request whenever the reviews brought to the viewers are negative in nature. This shall actually fail our purpose of encouraging the Product reviews from our customers.

All we can request you is that if the reviews genuinely has even some honest opinion about your products, please attempt to improvise the same so that it enables the subsequent users to post positive reviews upon your products thereby increasing your ‘Star ratings’ on our website.

Regards.