A Little Help with a Getting a Legit Review Published?

[Kurt Steinbrueck]

Hi Everyone,

I’m hoping someone here may be able to point me in the right direction regarding a missing Google Business Profile review.

A legitimate customer review was posted for our business back in late February, but it has never appeared publicly on our GBP. The customer confirmed the review was submitted successfully and can still see/edit it from her account, but Google is not displaying it publicly.

I contacted Google Business Profile Support directly and received a fairly generic response stating they reviewed the account and reinstated all policy-compliant reviews, but the review still is not showing.

I then created a post in the GBP Support Community with the full timeline and supporting information, but after a couple of days I haven’t received any responses there yet.

If anyone here is active in the GBP Support Community, has dealt with something similar, or has any suggestions on how to get additional visibility on the issue, I would truly appreciate the help.

Thank you very much.

Kurt

 

[keyserholiday]

The best course of action it to ask the client to edit the review until it’s published.

This forum has a rule against linking to the help forum. Please edit the post to keep your thread live.

 

[Kurt Steinbrueck]

The best course of action it to ask the client to edit the review until it’s published.

This forum has a rule against linking to the help forum. Please edit the post to keep your thread live.

Thanks for the tip. Sorry about the link. Apparently, I need to refresh myself on the rules. I'd be happy to edit the post and remove the link; however, I'm not seeing the option to edit.

How can I edit the post?

Thanks, again!
Kurt

 

[mblumenthal]

In addition to what Jason has said, the review might be being filtered for reasons beyond language.

Google is looking at a number of factors these days including things like distance of the reviewer, whether they are known to have interacted with the business, how long the business has been in business, the category of the business and how many reviews it has. You can explore some of the alternative reasons here

Google is no longer allowing Product Experts to escalate missing reviews via the forum

You have two avenues open to you.

If you haven't, reply to the generic support email with an image/content of the review as well as proof of its legitimacy.

If it isn't content and the email follow up doesn't work then the only option is to ask the client to file a Local Guides Appeal form: https://support.google.com/local-guides/contact/local_guides_appeal

You have to also ask yourself whether you just need to move on rather than spend too much time getting one review back.