Joined
Sep 1, 2020
Messages
23
Reaction score
8
Hi there. For a couple of weeks, we've discovered plenty of new Google reviews that are not pulled in our monitoring tools. We've investigated and found out that they actually are old reviews (some going back to 2017) that we replied to. Google removed our replies, marked them as new, and moved them to the front on the queue in the knowledge panel. Note that these reviews are NOT reviews revised/updated by the users. So far, it appears that only no-text 4 or 5 stars are affected and most of them are from local guides. Do you have any insights?
 

studentoflife

Member
Joined
Sep 8, 2021
Messages
63
Reaction score
30
I can’t provide any insight as to what’s happening in your situation, but I just wanted to add that it seems like things have been screwy when it comes to review responses.

Inside of the GMB app it has told me that I have 14 unresponded reviews for years. Within the last couple weeks (same timeframe as you) that changed to 10 unresponded reviews.

In that time I did not respond to any reviews, so it just seems like something is screwy on Google’s end
 

JoyHawkins

Administrator
Administrator
Moderator
LocalU Faculty
Joined
Jul 18, 2012
Messages
4,441
Solutions
10
Reaction score
3,870
If this is happening to tons of reviews, I would suggest you contact GMB support about it. If it's just 1 or 2, it's possible the user updated their review (clicked the edit button etc) which changed the date on it.
 
Joined
Sep 1, 2020
Messages
23
Reaction score
8
We normally receive notifications from Google's API when reviews are revised by the user. The ones we discovered are also exactly the same rating with no change whatsoever. So, I don't believe they are updated.

We didn't get tons of them, perhaps 20+ the past couple of weeks, and across many locations for 2 clients. Hopefully, it's just a momentary bug. I'll open a ticket with Google if I receive another one to see what they say.

Thanks, Joy!
 

JoyHawkins

Administrator
Administrator
Moderator
LocalU Faculty
Joined
Jul 18, 2012
Messages
4,441
Solutions
10
Reaction score
3,870
Can you list a screenshot showing the issue and a link to the listing on Google Maps?
 
Joined
Sep 1, 2020
Messages
23
Reaction score
8
Hi, Joy. We haven't received new ones, but here is a recent example. It was posted in 2019 and engaged the next day.
1632748788658.png

It then showed up on the knowledge panel as new, and without the reply, about a week ago. We re-engaged it natively 4 days ago.
1632748868286.png

Our monitoring dashboard only pulls the one posted in 2019.
 

HoosierBuff

Member
Joined
Dec 12, 2013
Messages
347
Reaction score
99
I'm seeing the same thing. A 1-year old review just popped back up, now showing as "new", even though there don't appear to have been any changes.
 
Joined
Sep 1, 2020
Messages
23
Reaction score
8
We opened a ticket with Google as we keep receiving them, though fewer than before. They asked for examples, which we sent along with screenshots etc. They've "...routed our query to a specialist on another team to reply..." Let's wait and see!
 

zigojacko

Member
Joined
Mar 14, 2014
Messages
3
Reaction score
0
We're seeing the same issue for one of our clients as well.

I mean, the review is only about a month old but it was a poor and unjustified review, we responded for our client within a week of it being left and it wasn't marked as new and has since had several more reviews left after it and now it has been flagged as 'New' again and is pinned to the top of the reviews, presumably because it is permanently marked as new. It even shows that our response was left BEFORE the review was.

Something definitely seems to be broken in Google's system with this...
 

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

LocalU

LocalU Nov2021

Newest Posts

Most UpVoted Answers

Trending: Most Viewed

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert


Top Bottom