Online reviews are the lifeblood of modern businesses.
They build trust, provide social proof, and can significantly impact your bottom line. But what happens when this powerful tool is turned against you?
At Ignite Digital, we recently experienced the dark side of online reviews: a coordinated 1-star review extortion scam.
This blog post will shed light on these scams, share our experience, and guide you through the steps to take if you find your business under attack.
What Are 1-Star Review Extortion Scams?
These scams, also known as “review bombing,” involve a malicious actor or group flooding a business’s Google Business Profile with fake 1-star reviews in a short period.
The goal is to damage the business’s online reputation and create panic.
After the negative reviews appeared, the scammers gave their contact information, offering to remove the damaging reviews for a fee.
Here is one of the fake reviews we received;
These scams are not a reflection of your products or services; they are a criminal attempt to extort money from hardworking business owners.
The reviews themselves are often a dead giveaway.
They are typically generic, vague, and may not even relate to the services you provide.
Our Experience with a Review Extortion Scam
At Ignite, we pride ourselves on our excellent digital marketing services and the positive feedback we receive from our clients.
So, we were shocked to see our Google rating plummet after receiving 15 one-star reviews overnight.
The descriptions were generic and clearly fake.
One review even complained about not receiving a product, which is impossible as we exclusively provide online digital marketing services.
Some more of the fake reviews;
What to Do When You’re Under Attack: Google’s Recommendations
It’s natural to feel panicked and helpless when your business’s reputation is unfairly attacked.
However, it’s crucial to act calmly and strategically.
Here are the steps to take, based on Google’s best practices and our own experience:
1. Do NOT Pay the Ransom
This is the most important rule. Do not engage with the scammers or pay them any money.
Paying the ransom will only encourage them to continue their criminal activities and may make you a target for future attacks.
2. Document Everything
Take screenshots of all the fake reviews, including the reviewer’s name and the content of the review.
If the scammers have contacted you, save any emails, messages, or other evidence of the extortion attempt.
This documentation will be crucial when you report the incident to Google.
3. Report the Reviews to Google
Google has policies against fake and spammy reviews.
You can and should report these malicious reviews. Here’s how:
- Flag the reviews: Go to each fake review and click the three dots in the top-right corner. Select “Report review” and choose the appropriate reason, such as “This is spam” or “This is harassment.”
- Request bulk removal: If you’re hit with a large number of fake reviews at once, you can contact Google Business Profile support directly and request a bulk removal. Provide them with the evidence you have collected.
4. Respond to the Fake Reviews (Optional)
While you’re waiting for Google to take action, you might consider responding to the fake reviews publicly.
A calm and professional response can show potential customers that you are aware of the situation and that the negative reviews are not legitimate. Here’s a template you can adapt:
“We are currently experiencing a targeted 1-star review scam. This review is not from a genuine customer and is part of a coordinated attack to damage our reputation. We have reported this and other fraudulent reviews to Google for removal. To see feedback from our real customers, please look at our other reviews.”
5. Be Patient and Persistent
It can take some time for Google to investigate and remove the fake reviews.
Be patient and continue to monitor your profile. If the reviews are not removed after a reasonable amount of time, you can follow up with Google Business Profile support.
The Takeaway
Dealing with a 1-star review extortion scam can be incredibly frustrating, but you are not powerless.
By staying calm, refusing to pay the ransom, and diligently following Google’s reporting procedures, you can protect your business’s reputation.
At Ignite Digital, we followed these steps and were able to get the fraudulent reviews removed.
We hope that by sharing our experience, we can help other businesses navigate this challenging situation. Remember, your best defense against fake reviews is a strong foundation of authentic, positive reviews from your real customers.
If you need help building a positive online reputation, don’t hesitate to reach out to us here.
