A negative Google review can seriously impact your business, especially if it’s fake, misleading, or violates Google’s policies. While Google has an automated system for reporting reviews, actually speaking to a human at Google for support can be frustratingly difficult.
If you need real support beyond automated responses, this guide will show you exactly how to reach and talk to a real person at Google about a negative review.
If you’re looking for more information about removing negative Google reviews, check out our full guide on how to delete Google reviews.
How to Contact Google About a Negative Review
Option 1: Request Removal via Google’s Review Management Tool
The first step in dealing with a negative review is to flag it for removal using Google’s built-in system. If this doesn’t work, you can escalate the issue to a live representative.
You must report a review and wait for them to make a decision on that before you can escalate it.
Steps to Flag and Request Removal
- Go to Your Google Business Profile Manager – Google Business Profile
- Click “Reviews” in the left-hand menu.
- Find the negative review you want to report.
- Click the three dots next to the review and select “Report Review.”
- Choose the reason for reporting (fake, harassment, hate speech, etc.).
What Happens Next?
- Google reviews your request (typically within 72 hours).
- If they reject your request, you’ll need to appeal or escalate to get a human response.
Option 2: Submit a One-Time Appeal (If Removal Is Denied)
If Google refuses to remove the review, you get one chance to appeal.
Steps to Submit an Appeal
- Open the Google Reviews Management Tool.
- Click “Appeal eligible reviews.”
- Select the review(s) you want to appeal and click “Continue.”
- Click “Submit an appeal.”
- Fill out the appeal form and explain why the review violates Google’s policies.
- Wait for Google’s response via email.
What Happens Next?
- If successful, the review is removed.
- If denied, you can escalate the issue by contacting Google Support directly.
Option 3: Contact Google Business Support (And Speak to a Human)
If the flagging process and appeal don’t work, you need to reach a real person at Google. Here’s how:
Steps to Get in Touch with Google Support
- Log into your Google Business Profile Manager.
- Click “Support” at the bottom left.
- Scroll down and click “Contact Us.”
- Select your issue (Negative review removal).
- Choose how to contact support:
- Chat – Fastest way to get a human response.
- Phone Call – Ideal if you prefer talking over typing.
- Email – Best for providing detailed documentation.
Chat and phone support aren’t always available immediately. Try different times of the day (morning works best).
Option 4: Get Help from the Google Business Help Community
If direct support doesn’t work, posting in the Google Business Help Community can sometimes attract attention from Google staff and community experts.
This isn’t really a great way to actually get a review removed, but it might help you understand why a review might not have been removed or what information you should provide.
In our experience, it’s mostly useful for getting more eyeballs on an extreme issue (e.g. review extortion, something going viral and leading to an influx of negative reviews all at once, etc.).
Visit the Help Community: Google Business Help Community
How to Use It
- Describe your issue clearly but avoid sharing sensitive business details.
- Include screenshots of the review and your failed removal attempts.
- Ask for escalation if the review is a clear violation.
The forum is public, so avoid posting personal details or information about your business, the person who left the review or anything else that you might not want out there.
Option 5: Legal Action – Serving Google With a Civil Subpoena
If a negative review is defamatory, fraudulent, or causes financial harm, you may have grounds to take legal action. If you obtain a court order, Google may be required to remove the review.
Steps to Serve Google With a Subpoena
- Consult an Attorney – A lawyer can help determine if you have a case for defamation or fraudulent reviews.
- File a Lawsuit – You may need to sue the reviewer (if identified) or file against John Doe (if anonymous).
- Request a Court Order – If a judge rules in your favor, you can obtain an order requiring removal.
- Serve Google With the Court Order – Deliver it to:
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Corporation Service Company (CSC) – Google’s Legal Representative
2710 Gateway Oaks Drive, Suite 150N
Sacramento, CA 95833 -
Google LLC – Custodian of Records
1600 Amphitheatre Parkway
Mountain View, CA 94043
-
- Google Reviews the Order – If the request is valid, Google will remove the review.
Important Notes:
- Google does not accept service by email, fax, or regular mail.
- If the reviewer is anonymous, you may need a subpoena to unmask their identity before taking action.
- Legal action should be a last resort due to time and costs involved.
What If Google Won’t Remove a Search Result?
If Google refuses to take action, here are alternative strategies:
- Respond Professionally – Politely address the review to show other customers you care.
- Bury the Review – Get more positive reviews to push it down.
- Hire a Reputation Management Expert – Services like Guaranteed Removals specialize in removing unfair reviews.
- Legal Action – If a review is defamatory or legally damaging, consult an attorney.
