How to Respond to a Google Review Meant for Another Business
Sometimes a review describes a menu you do not serve, a service you never offered, or a city you are not in. Mistaken-identity reviews are among the easiest to get removed (they are plainly off-topic), but removal takes time. One friendly public reply protects your rating with every reader in the meantime.
When the review is clearly for someone else
- Flag it as off-topic in your Google Business Profile; mistaken-business reviews have the best removal odds of any category, though it can still take weeks.
- Reply kindly, not smugly. The reviewer made an honest mistake, and readers judge your tone, not their error.
- Point to the specifics that show the mix-up (we do not serve sushi, we are in [city]) without mocking.
- If a business with a similar name is nearby, expect repeats, and consider mentioning your exact address in future replies.
Hi [Name], we think this review may be meant for a different business. We are [Business] in [city] and we do not offer [thing described]. If we are wrong, please reach us at [email]. If it is a mix-up, we would be grateful if you could move the review to the right place.
Thank you for the review, [Name]. The experience you describe does not match our business ([Business], [city]), and we have no record of your visit, so we believe this was meant for another company. We have flagged it to Google, and if we are mistaken we would welcome hearing from you at [email].
Hi [Name], sorry you had that experience, but we are fairly sure it was not with us. [Business] does not [thing described]. These mix-ups happen! If you can double-check and update the review, we would really appreciate it.
Swap the bracketed placeholders ([Name], [email], [phone]) for real details before posting. The more specific the reply, the more genuine it reads.
Want a reply written for your exact review?
Paste the review and let RepliFast write a reply in your brand voice in seconds. No templates to edit, no blank screen. Free to try.
Try the free generatorFrequently asked questions
Will Google remove a review meant for another business?
Often, yes. Off-topic reviews are an explicit policy violation and mistaken identity is one of the clearest cases. Flag it from your profile, keep your evidence handy in case an appeal is needed, and reply publicly while you wait, because removal can take weeks.
How do I know a review was meant for a different business?
Look for details that cannot be yours: a product you do not sell, a location you do not have, a staff name that is not on your team, or a date you were closed. Similar business names and shared addresses cause most of these.
Should I still reply if I have already flagged it?
Yes. Until Google acts, the review is visible and counted in your average. A friendly clarification tells readers exactly what happened, and it often prompts the reviewer to move the review on their own, which is faster than removal.