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Google Continues to Remove/Delete Our Positive Reviews Despite Not Breaching Guidelines

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭
Hi community,

I'm really puzzled here, Google has been removing reviews (~15 in the past 2 weeks) from our DJ Warehouse Hire Melbourne Google MyBusiness listing (see Google Maps URL below) on multiple occasions. I have attempted speaking to a specialist about this to no avail despite multiple follow-up emails.

I know these reviews to have been removed as I have emails showing the reviews were posted/received (and I saw them at the time of posting), but they can no longer be seen on the MyBusiness page. I can verify that the (positive) reviews removed are all from legitimate customers with who have no reason/means to make a concerted effort to remove them in unison.

 

It would appear Google's algorithm has been somewhat selective, as in the past week we've received a few negative reviews, which it appears have not been removed.

 

Another one of our locations (DJ Warehouse Hire Brisbane) has also just recently (just in the past few days) experienced the same issues as our DJ Warehouse Hire Melbourne MB page (reviews being removed that don't seemingly breach guidelines). 

 

A couple of quick points:
1. We don't incentivise customers to give us a Google Review in any way, shape or form.
2. As a seasonal business, the rate of reviews received changes throughout the year based on traffic. During this time of the year we see a large spike in business.
3. Upon return, customers are prompted to leave us a Google Review to let us know how we're doing. To reiterate, we offer nothing in exchange for these reviews whatsoever. 

4. Customers are not prompted to use an in-store terminal to submit a review (eliminating risk of multiple reviews being submitted from the same IP). 

 

Any help that could be provided would be much appreciated.

 

Cheers,


Ben

DJ Warehouse Hire

 

Full Business Name: DJ Warehouse Hire Melbourne, DJ Warehouse Hire Brisbane & Gold Coast
Current Business Address: 4/202 Lorimer St, Port Melbourne, VIC 3207 (Melbourne), No Fixed Address - Service Area Only (Brisbane & Gold Coast).

Current telephone number: (03) 8609 8381 (Melbourne), (07) 4523 6776 (Brisbane & Gold Coast)
Google Maps URL: https://goo.gl/maps/QNgguA9GWRv (Melbourne), https://goo.gl/maps/csEiRTYWAFB2 (Brisbane/Gold Coast)
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Marked as Best Answer.
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Accepted by topic author Ben E
January

Re: Google Continues to Remove/Delete Our Positive Reviews Despite Not Breaching Guidelines

Top Contributor
# 3
Top Contributor

Hi @Ben E

 

 

 

The Melbourne listing has just one recent negative review, and you have handled it well.  I don't believe Google will remove that review anyway.

 

The Brissie listing is showing a perfect 5 stars. 

 

So perhaps the reviews you mentioned have indeed been picked up by the algo and removed? If not, would you provide links to the reviews in question pls?

 

As far as other reviews disappearing goes, while I've been trying to help businesses with the reviews disappearing, am not having much luck. Something about the reviews trips a filter, and honestly, none of us know what that is. Google doesn't disclose specifics, only generalities.


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Margaret O · Google My Business Top Contributor

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Google Continues to Remove/Delete Our Positive Reviews Despite Not Breaching Guidelines

Visitor ✭ ✭ ✭
# 2
Visitor ✭ ✭ ✭

@MargaretO - I hope you're having a wonderful festive season, and I'm sorry to tag you in on this one, but I noticed you were really helpful for another user with a similar problem (Nick E). Is there any chance you'd (pretty please) be able to give this a bump? :)

Marked as Best Answer.
Solution
Accepted by topic author Ben E
January

Re: Google Continues to Remove/Delete Our Positive Reviews Despite Not Breaching Guidelines

Top Contributor
# 3
Top Contributor

Hi @Ben E

 

 

 

The Melbourne listing has just one recent negative review, and you have handled it well.  I don't believe Google will remove that review anyway.

 

The Brissie listing is showing a perfect 5 stars. 

 

So perhaps the reviews you mentioned have indeed been picked up by the algo and removed? If not, would you provide links to the reviews in question pls?

 

As far as other reviews disappearing goes, while I've been trying to help businesses with the reviews disappearing, am not having much luck. Something about the reviews trips a filter, and honestly, none of us know what that is. Google doesn't disclose specifics, only generalities.


Was my response helpful? If yes, please mark it as the ‘Best Answer.’ Learn how here.

Margaret O · Google My Business Top Contributor

Find me on · · my blog

Google Continues to Remove/Delete Our Positive Reviews Despite Not Breaching Guidelines

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

Hi @MargaretO,

Thanks for your response and apologies for the delay (I've been on holidays).

 

The reviews I mentioned had been picked up by the algo and removed, when I spoke to Google MyBusiness Support I was informed this was in fact a bug/quirk of sorts and affected many other businesses and that they could not (and therefore would not) be reinstated.

 

This being said, I've come back from leave to find all of the reviews reinstated. :P

Thanks so much for looking into this for me, your time and effort is much appreciated!