Misdirected reviews
Is the review about a different business? Check the context.
It can happen. We compare the location, service and dates in the review with your records, gather the facts that set the businesses apart and prepare a short report when they support one. Similar names cause honest mix-ups, and a missing record alone proves nothing. The platform makes the final decision.
Free and without obligation.
What to do first
Compare names and locations
Look for a business with a similar name nearby, a former trading name, a shared booking system or a profile that was merged. Write down the differences in address, services and contact details.
Check the service and the date
Does the review mention something you do not sell, a place you do not operate or staff you have never employed? Those details are worth writing down. If your search is incomplete, check the missing dates or branch before you draw a conclusion.
Check what the platform accepts
Trustpilot lists a review about a different business as a reason to flag it, though a vague review that does not name you is not enough. Google asks that content accurately represents the location and comes from an experience at that place.
If it turns out to be yours
Then it is a complaint to answer, and answering it well works in your favour. You get a reply draft for that too.
Evidence worth collecting
- Your trading name, address and any similar businesses nearby
- What you do and do not sell
- Records for the branch and dates in question
- Words in the review that point to another business
- The review link and a dated screenshot
What you can rely on
- We treat a mix-up as an honest mistake and talk about fraud only when the evidence supports it.
- We treat a missing CRM record as a prompt to look further, because on its own it proves nothing.
- We work only with your records and the platform’s own tools, and we leave reviewers alone.
- We promise a fair comparison of the facts, whichever way they point.
Common questions
Is a review fake because I cannot find the reviewer in my CRM?
No. Check whether your records are complete and whether the person may have used another branch or channel.
What if the other business has almost the same name?
That is exactly what to document. Note the differences in address, services and contact details, and keep the link to the other business.
Can I say publicly that they have the wrong business?
Yes, if you stay polite and factual. A short note that you cannot find the visit and would like to help also shows other readers what has happened.