How come somebody saying they never been to our business location can give us a low rating that affect our average. I believe that when google asks if you been in a location if the users answers no he should not be able to rate this business.
Hi Jean, you can flag the review if you feel that it violates Google's review guidelines.
Here's a link to the doc on how to flag the review - https://support.google.com/business/answer/4596773?hl=en
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VP, Local Search at Sterling Sky