One of the easier reviews to deal with
Of all the bad reviews you might get, one meant for somebody else is the most fixable. The reviewer had a real experience, just not with you, and Google’s content policy is on your side. Its off-topic rule says contributors should only post content based on their experience at a specific location. A review about a different shop’s service isn’t about your location.
Check it’s what you think
Before you report, make sure it’s a mix-up and not a customer you’ve forgotten. The clues are usually concrete:
- A product, menu item or service you’ve never offered.
- A street, landmark or parking lot that isn’t yours.
- Staff names nobody on your team has ever had.
- Opening hours, prices or a visit date that don’t fit your records.
If the review is vague, with no details that rule you out, it’s harder to show Google it’s off-topic, and a reply asking for details may be the better first move.
Report it, then reply
Report the review through the Reviews Management Tool. The reasons on Google’s reporting screen are short labels, so choose the closest fit for content that isn’t about your business, and keep notes of the details that prove the mismatch. Those notes matter if you need the one appeal Google allows.
Then reply. Google notifies reviewers when you respond, so a reply is your best chance of reaching them. Something like: “Thanks for taking the time to write this. We think it may have been meant for another business, as we’re a dog groomer on Elm Street and don’t sell coffee. If we’ve got that wrong, please call us so we can help.” Kind and short works best. Many reviewers are embarrassed and delete or move the review themselves, which Google lets them do at any time.
When it keeps happening
One stray review is bad luck. A steady trickle means customers are confusing your listing with another one. Common causes are:
- A neighbor with a similar name in the same building or block.
- A business that used to be at your address, still showing up for some searches.
- A duplicate listing for your own business that people land on by mistake.
Look on Maps for each of these. A duplicate of your own listing is something you can deal with through Google’s duplicate and merge process. For a confusingly similar neighbor, the most practical step is making your own profile unmistakable: exact name, correct pin, clear photos of your storefront and an accurate primary category.
If it doesn't work
- Google kept the review: appeal once in the tool, pointing to the details that don't match your business.
- This keeps happening: check whether a duplicate or confusingly similar listing sits near yours on Maps.
- The reviewer insists they visited you: then it isn't a wrong-business review. Treat it as a normal complaint.
Questions owners ask
Can I just ask the reviewer to delete it?
Yes, a polite public reply is the easiest way to reach them, since Google notifies reviewers when you reply. Google lets reviewers edit or delete their own reviews at any time, from Your contributions in Maps.
Should I name the business they probably meant?
It can help the reviewer, but keep it neutral and factual. Avoid saying anything negative about the other business. If you're not sure which one they meant, just say what your business does and where it is.
Why do these mix-ups happen so often?
Usually similar names, shared buildings, or a former business at your address. Google's policy says reviews should only be about the reviewer's experience at a specific location, which is why these are reportable. Keeping your name and address accurate on your profile cuts down the confusion.
Sources
- Prohibited & restricted content (Maps user contributed content policy) (support.google.com)
- Report inappropriate reviews on your Business Profile (support.google.com)
- Add, edit, or delete Google Maps reviews & ratings (support.google.com)
Checked 13 Nov 2026. When the platform changes its process we update this page and log it in What changed.