It’s one of the most frustrating parts of running a business—someone leaves a harsh review that’s flat-out false. Maybe they never visited. Maybe they’re twisting the story. Or maybe they’re flat-out lying.
So, will Google remove a review just because the customer wasn’t telling the truth?
The answer is… not always. Here’s how it works.
Dig Deeper: How to Delete a Google Review
Google Doesn’t Fact-Check Opinions
Google doesn’t get involved in disputes about customer experience. If someone claims the food was cold or the staff was rude—even if you know it’s not true—Google usually lets it stay.
That’s because reviews are considered opinions, and Google protects user-generated content as long as it falls within their content policies.
So, even if the review is misleading or exaggerated, it won’t be removed unless it violates a specific policy.
When Lying Becomes a Policy Violation
There is a line. And if the reviewer crosses it, you may have a case for removal.
Here’s what counts:
1. The Reviewer Was Never a Customer
If the person never interacted with your business, it’s not just a bad opinion—it’s a fake review. That violates Google’s rules.
What to do:
Pull your customer records and verify that their name, email, or transaction doesn’t exist. Mention this when flagging or appealing the review.
2. The Review Contains False Claims of Illegal Behaviour
If someone falsely accuses your business of theft, discrimination, or harassment, that’s defamation. Google may remove these reviews if flagged correctly, and you may have legal grounds to escalate.
3. There’s a Conflict of Interest
If the review came from a competitor, ex-employee, or someone with a personal grudge, Google considers that a violation—even if they’re describing a “real” experience.
Example:
An ex-staff member leaves a review claiming poor leadership after being let go. That’s a conflict of interest, even if their details are technically true.
4. The Reviewer Is Misrepresenting the Business Itself
If the review describes a completely different business, product, or experience (often due to confusion or mix-up), it’s considered off-topic and can be removed.
What You’ll Need to Get It Removed
Google won’t remove a review just because you say it’s a lie. You’ll need to:
- Flag the review
- Submit supporting details
- Appeal the decision if denied
Include proof like:
- Customer records
- Time stamps from your system
- Screenshots of other reviews by the same account (if they show a pattern of dishonesty or spam)
Be factual, not emotional. Google’s support teams are trained to act on policy—not personal frustration.
What If Google Doesn’t Remove It?
That happens. A lot.
Here’s what you can still do:
1. Respond Professionally
Call out the inaccuracy without attacking the reviewer.
Example:
“We have no record of this visit or transaction, but we’re happy to address any real concerns directly. Please contact us.”
That shows future customers you’re calm, credible, and transparent.
2. Bury the Review
Get more positive feedback from real customers. Google weighs recency and volume heavily, so a wave of 5-star reviews will drown out the negative one fast.
3. Work With Experts
If you’re dealing with false claims, fake identities, or repeated attacks, a professional Google review removal service can escalate the case, contact the right teams, and present the evidence in a way Google will actually act on.
Final Thoughts
Google won’t remove a review just because the customer “lied.” But if the review is dishonest and violates a clear policy, you’ve got a shot.
The key is to know where that line is—and how to prove it.
At Reputation Galaxy, we specialise in reviews that walk that blurry line between opinion and attack. If you’re not sure whether a review qualifies, we’ll take a look and give you a real answer—no guesswork, no fluff.
Let’s set the record straight.