An unfair online review as a business owner: get it deleted and fight back

As a business owner you have to tolerate criticism, but not false factual claims, insults or fake reviews from people who were never customers. You can challenge such reviews at the portal and have them deleted. Genuine, permissible opinions, however, remain in place.

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Your chances of getting your money back

Untrue factual claims, abusive criticism and reviews without genuine customer contact are not permitted and can be deleted (§§ 823, 1004 BGB). Where there are justified doubts, the portal must examine the facts.

Permissible expressions of opinion and factual criticism, on the other hand, you have to tolerate, even if they are negative. Here a factual public reply helps more than a deletion demand.

What you should do now

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1. Classify the review
Distinguish impermissible content (false facts, insult, fake) from permissible opinion or criticism.
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2. Report it to the portal
Challenge the review at the portal and explain why it is not permitted (for example no customer contact, false fact). The portal has to examine this.
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3. Insist on a review
Where there are justified doubts, the portal must call on the reviewer to comment and demand evidence. If no evidence is provided, it has to be deleted.
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4. Reply factually
In the case of permissible criticism, reply publicly in a factual way, this often works better than a fight over deletion.

How to spot the scam

The review contains demonstrably false facts.
The reviewer was never a customer.
It is a coordinated negative campaign (several fake reviews).

Frequently asked questions

Can I have a bad review deleted?

Only if it is impermissible, such as false factual claims, insults or reviews without genuine customer contact. Permissible, factual criticism and negative opinions, on the other hand, you have to tolerate.

How do I act against a fake review?

Challenge it at the portal and explain the doubts (no customer contact, untrue claim). Where there are justified doubts, the portal must call on the reviewer to comment and provide evidence. If no evidence is provided, the review has to be deleted.

What if the criticism is justified?

Then you have to accept it. A factual public reply, in which you describe the matter from your perspective and show willingness to find a solution, makes sense. That often convinces future customers more than a fight.

Take action now

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.