As with any online space that facilitates the collection of customer feedback, negative Facebook reviews can occasionally happen. And when they do, you'll want to know how to deal with them fast to resolve problems and preserve your online reputation. Today we're showing you how to remove reviews on Facebook so you're always prepared, no matter what your customers throw at you!
Once just used as a platform to connect with friends, Facebook has grown over the years to offer many additional services and benefits to businesses. One of these being, reviews (also known as Facebook Recommendations). Facebook reviews are found on Business Pages and can be collected by everyone from Ford to your little bakery down the road.
Whilst there are many benefits of collecting reviews on Facebook, unlike when using a Licensed Review Partner such as Reviews.io, reviews are not verified and can be left by anyone. This does put companies at some risk of receiving fraudulent feedback. Which begs the question:
Can you delete Facebook Reviews?
Unfortunately, as with reviews on Google and other platforms, individual, legitimate reviews - however malicious - cannot be removed. This is all part of the trust Facebook aims to provide with its review system - if businesses could tamper with their reviews, they could no longer be trusted as a reliable source of information.
However, all is not lost - whilst not perfect, there are other solutions. We've got two ways to remove Facebook reviews to help you out when disaster strikes.
How to report a fake Facebook Review
If you're happy to wait a while for your issue to be resolved, consider flagging your Facebook review. In order to do this, the review will need to go against Facebook's Community Standards.
Facebook's Community Standards cover things such as:
- Hate speech
- Cruelness & insensitivity
Although these are broad guidelines, if someone is overly offensive or seems ingenuine when leaving your business a Facebook Recommendation, it may warrant removal.
So how do you report a Facebook Review?
Reporting a Facebook Recommendation is easy. All you need to do is:
- Navigate to the review. As you can see, the review left here is uninformative and misplaced. It tells nothing about the page and could be considered as spam.
- Click on the three dots to the top right of the review, then select 'Give feedback on this review.'
- You will then see a pop-up window. Select the most appropriate description from the list, then press send.
- Wait patiently and cross your fingers.
If Facebook finds the review to go against its Community Standards, it will be removed and there will be no record of it on your page.
In the meantime, we'd encourage you to respond to negative reviews in the most professional way possible to show other customers you're being proactive and help save face.
How to turn off Facebook Reviews
The second option you have for getting rid of your Facebook reviews is more extreme. Whilst you can't manually delete individual Facebook reviews, you can remove them all from your page. It's important to remember that this won't wipe the slate clean - it simply means reviews will no longer be shown on your business page, and will also inhibit anyone from leaving you feedback in the future, whether good or bad.
How to get rid of all your Facebook reviews This time, the process is even simpler and requires no input from Facebook at all. To delete your Facebook reviews in one clean sweep:
- Navigate to your business page and ensure you're logged in as the page.
- Click on the Settings button at the top-right of the page.
- On the left-hand side of the page, select 'Templates and Tabs' from the menu.
- Navigate to the 'Reviews' tab, and click 'Settings'.
- To the right of 'Show Reviews', you'll see a slider. Click to disable this, then click 'Save' to confirm. Your reviews will no longer show up on your Facebook Business Page.
Bonus Solution: Diffuse the situation & win the customer over
Our third and final solution for getting rid of Facebook reviews won't necessarily always work, nor is it guaranteed to remove a negative review, however, we think it's worth a punt as it has plenty of other benefits. The solution is simple: win your disgruntled reviewer over so much, that they want to change their review. This is easier than it sounds - most customers don't want to leave a bad review, they want good products, good service and a good experience. They want to give positive feedback! So when they don't, chances are, you messed up.
To put things right, it's essential to respond professionally and empathetically - even if you don't agree with their comment. Apologise, explain why the problem happened and, if possible, provide a solution. It's the strength of your solution that's likely to win them back around.
As with deleting reviews off any platform, the goal should really be prevention not cure. Prevent negative feedback, and you'll never need to know how to remove Facebook Reviews!
If negative reviews do occur, consider your options, consider the resources available to you, breathe, and make an informed and strategic choice that focusses on long-term success, not short-term reputation.
Still unsure about how to remove Facebook reviews? Give one our friendly team a call, or head over to our website to jump on live chat with one of our advisors - they'll be able to help you with anything you want to know.