Do you have incorrect or unfair Facebook Reviews you would like to delete? This article shows you how to manage and report Facebook Reviews for best results!
Do you have a few Facebook reviews you would like to delete?
It happens.
We can't please everybody all of the time. And, there are such things as "online trolls." They purposely harass people and businesses online just to stir up trouble and get attention.
Shucks, it even happens on Instagram, so it is hard to avoid if you're engaging on social media!
In this article you will discover:
- Compelling statistics
- The importance of online peer reviews
- How to manage Facebook Reviews on Facebook Pages
You will also find that the current set-up allows Facebook Page Owners & Admins the opportunity to display excellent customer service, making Facebook Reviews a jewel on the Facebook page and a wise investment of time and curation.
Online Peer Reviews And Purchasing Decisions
Consumer Reports used to be the big resource that influenced people's purchasing decisions. Many still subscribe to and refer to this resource. However, new social media trends and resources have evolved.
A few statistics about online peer reviews to note:
- Consumers are 51% more likely to buy from a brand they follow on Facebook (Study by Chadwick Martin Bailey)
- Consumers are 67% more likely to buy from the brands they follow on Twitter (Study by Chadwick Martin Bailey)
- 27% of consumers regularly use online reviews to determine which local business to use (Local Consumer Review Survey, 2012)
- 72% Of Consumers Trust Online Reviews As Much As Personal Recommendations (Local Consumer Review Survey, 2012)
- 50% of B2B buyers turn to social media/peer reviews (G3 Communications)
Did you see that number up there? 72%!
Also note that online reviews are important in both personal purchasing decisions AND business purchasing decisions.
As the studies noted above are dated a few years ago, you can only imagine the numbers have increased, making online reviews even more prudent. Some business brands have even been using a Facebook Reviews plugin to show Facebook Reviews on websites.
Intro To Facebook Reviews
Like Facebook Ads, Facebook Reviews has seen quite a bit of evolution in how they work for businesses and organizations using Facebook Pages for marketing. They were tied to locations, then they disappeared, now there are definite ties between users and location Pages.
It is not a perfect system, by any means. And, it's Facebook - We'll probably see more changes for Facebook Reviews along the way!
How To Delete Facebook Reviews
The honest truth: At the time of this article there is no way to delete a Facebook Review. You can hide them from direct view on your page in the tab category, but they would still be viewable at other places on Facebook, and thus, the web.
Not so nice, eh?
However, there are ways to work the Facebook Reviews system to your advantage.
Facebook Reviews - A Case Study
Someone working in the legal sector approached me with the question, "How do I delete Facebook Reviews?" And he explained his experience with a troll.
Unfortunate.
Yet, important to fix in the appropriate manner so you can minimize the impact of the negative Facebook Review's effects, and protect the long-term quality of the brand page.
Even with the negative Facebook review posted, I was able to see that the Facebook Page had a good number of reviews, and that the average score was 4.8 out of 5.0. Not bad!
But the professional explained that they may run for political office in the future, and preferred to have the Facebook Review removed.
Digging further...
The Troll Culprit:
Of course, the statement in the Facebook Review is untrue.
In addition, all of the others were positive in nature. At the same time, most were several months old.
Since he cannot delete this Facebook review free and clear, I would make the following recommendations:
- Solicit new Facebook Reviews to "drown" the negative review
- Comment on all reviews - To respond with gratitude and display positive customer service
- Let the fans speak!
Need more clarification?
How To Manage Facebook Reviews
It is easy to connect a Facebook Reviews tab on your Facebook Page, so you might as well use the resource if it could benefit your business.
If your Facebook Page allows for Facebook Reviews, just like any other Page component, you have to manage it. Monitor the activity regularly to be current and assured that all is as it should be.
To clarify the above...
1) Solicit New Facebook Reviews
This is something that should be continually and consistently done. Whether it is requesting this from a client that has just had a positive experience, or if you do an occasional shout-out in an email newsletter.
Find ways to keep the flowers blooming.
2) Comment On All Facebook Reviews
This feature was not always available. But since Facebook now allows this, continue the conversations started by your enthusiastic fans, by all means!
- Thank them.
- Answer or clarify any questions.
- Follow the conversation until they are ready for you to exit.
This all helps you earn online cred, but also attention from Facebook in how it scores your Facebook Page in the alogrithms. Just as you see in the example above, you will have space to add your comments just like a regular Facebook conversation thread (see highlighted text).
3) Let The Fans Speak
First, be aware that any action you make to respond could backfire on you, as online trolls will usually follow a back and forth far past your patience.
You may want to simply ignore your trolls. But, if you do choose to respond, please understand there may be ramifications that could destroy the positive ranking of your Facebook Page.
So, why not let your enthusiastic fans help you?
They'll already be drowning out the negative Facebook Review and any comment by consistently surfacing in your reviews section.
Plus...
Your fans can also help you in reporting trolls!
When enough reports are logged, Facebook can opt to delete the negative review for you, which is ultimately the most effective. It could result in the offending profile being tagged by Facebook, and they could even revoke their access if they have caused enough trouble on the platform.
Here's a visual to show your fans how to help you:
The above image is from a Facebook Reviews tab on a Facebook Page. Any Facebook Page owner or Facebook Page Admin can go to any of the posted reviews, and "X" it out. Hover over the upper right corner to find the X, and then click. This hides the Facebook review from your sight.
You will see in the middle text that you can then choose to "undo" your action, or click the "Report" link. Clicking that will bring another box to pop up, and you can click to choose to report the review as inappropriate. This sends an alert to Facebook. In their monitoring, if enough people report it, it could be permanently deleted on the Facebook platform.
It is very similar to reporting an inappropriate Facebook profile.
So... Rally the troops!
Facebook Reviews And You
While the current system does not allow you to completely delete Facebook Reviews, there are paths to take. If executed correctly, the results could be even more favorable for Facebook Pages.
Your turn!
What do you think of the Facebook Reviews system on Facebook?
Do you think you will use the comments feature?
I'd love to know your thoughts - Please leave them in the comments box below... :)
124 Replies
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Its really wonderful and watchable. I like to share it with all my friends and hope they will definitely like it.
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Arun, Happy you like this article about Facebook Reviews and are so enthusiastic about sharing it with others that will benefit! 🙂 We aim to be a resource for business owners, marketing managers, executive entrepreneurs and social media enthusiasts. I hope you will visit again. Thanks for your kind words, ~Keri
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Glad to visit your blog. Thanks for great post that you share to us…
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Arun, Happy to see you here at my blog, and this article about managing Facebook Reviews. Hope you will visit again. Thank you for your kind words, ~Keri
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Always so interesting to visit your site. What a great info, thank you for sharing. this will help me so much in my learning.
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Nishan, I appreciate your kind words – Thank you for visiting my blog! Glad you feel this post on “deleting” Facebook reviews is helpful for you in your business development pursuits. Remember, it’s always quality service, quick and authentic response. Thank you for sharing your thoughts, ~Keri
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I was looking for such an article for a long time. But the mind was not like that. I got my desired information in this blog. go ahead.
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Kawsar, Glad you found the details about deleting Facebook Reviews (and not) here on my blog. 🙂 Thank you for sharing your thoughts, ~Keri
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I saw full post and all comment It’s very helpful post for a facebook user! we are providing USA old facebook account.
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Travis, Thank you for visiting the blog and for reading the article AND the comments about Facebook Reviews. You make a good point. I agree that the article and comments together make a good resource. Still, I’d like to see us update or publish a new article with the latest developments so it is easier for some Facebook users looking for help. Not sure what you’re meaning by “USA old facebook account.” By now, all should be using the same Facebook Profiles and Facebook Pages. Thanks for sharing your thoughts, ~Keri
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thank you for your great information.
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Shelli, Always a pleasure to share Facebook Tips and techniques regarding Facebook Marketing. Thank you for your comment, ~Keri
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I saw full post and all comment It’s very helpful post for a facebook user! we are providing USA old facebook account.
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Bulbul, I’m glad you feel this post on how to delete Facebook reviews is helpful. I believe the comments section provides TONS of insight for business owners and Facebook marketers. Though, truthfully, the article should be updated or a new one published. Not sure how you are providing USA an old Facebook account – Seems quite hard to believe. Thanks for sharing your thoughts, ~Keri
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Google reviews are essential for increasing sales and revenue. It’s important that your customers read good Google reviews, so make sure to get a handful of them before you start marketing!
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Ressesll, Google reviews are usually very important to any business. They do indeed contribute to the know/like/trust factor as people are doing research online. While it is a great idea to start compiling online reviews before launching a business, it may not be possible. Since some people begin first on Facebook before having a website, building a Facebook reviews section may be a little easier for many. The important thing is to actively compile reviews and testimonials and use them as a marketing tool – Online and offline. But especially on social media. Thanks for sharing your thoughts, ~Keri
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Google reviews are very good for your business.
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Sergio, Indeed, Google reviews are good for your business. They can be seen on the page when someone searches for a business, and they can be used various places online via plugins. Further, smart social media marketers re-purpose them as social graphics with text to showcase good quotes and 5-star reviews. It’s all good, right? Thank you for your comment, ~Keri
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I removed the reviews tab and now it shows like my business page has no reviews. The reviewing option is no longer there but i really don’t care. Thanks a lot!
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Sherry, Yes, if you delete the tab, reviews will no longer appear on your Facebook Page. If you don’t care, I guess that’s okay and it works for you. For others, it would be concerning, as a mode of social proof would not be available. Every business owner must make their own choices. 🙂 Thanks for sharing your thoughts, ~Keri
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google reviews is very good for your business. it’s very essentials for growth your business.
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Alex, Yes, positive Google reviews are good for businesses, as they will appear when people search for help and then click to reach the specific company details. In some situations Google will prioritize search results with more reviews on file. Since this article is about Facebook reviews, we should point out that positive Facebook reviews help businesses too. Allowing them lets people understand more about a brand in a place where they already are spending time online. Also true, as you suggest, reviews lead to customer trust, which can lead to more sales and business growth. Smart marketing strategies make reviews available on multiple platforms. It’s about customer ease, and accruing credibility. Thank you for sharing your thoughts, ~Keri
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google reviews is very essentials way to increase sales and revenue for business. most of the customers read reviews before buy any service or products. so positive reviews is very good for your business.
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Alex, Google reviews and also Facebook reviews are important to help build trust for people that are researching a brand, as you imply. The more positive testimonials, the better. Optimally, reviews should be accessible on Google, Facebook, the brand’s website, and depending on the industry, platforms like Yelp, TripAdvisor, and LinkedIn. Thank you for sharing your thoughts, ~Keri
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What a nice text. Your information about this was really complete and excellent. Your success is more every day. Thank you, dear friend
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Hi there, Glad you liked this article and found it helpful. I hope your business pursuits flourish from here. Thank you for sharing your thoughts, ~Keri
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Wonderful site. Lots of helpful info here. I am sending it to some friends ans additionally sharing in delicious. And of course, thanks on your sweat!
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Hi there, Interesting message. Thank you for your kind words, and for sharing this blog with your friends. 🙂 Thanks for your comment, ~Keri
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Hi author So many things I love in this post.Glad I stopped by to learn something new. Thanks for sharing such beautiful information with us. please keep posting. thank you.
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Abrar, I’m glad you stopped by to read this article and learn something that will help you in your online marketing pursuits! 🙂 Always happy to share helpful details – We update the blog frequently with similar insights. I’ll be glad to welcome you back. Thank you for sharing your thoughts, ~Keri
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This is a great blog posting and very useful.I really appreciate the research you put into it.
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Abrar, Always happy to share helpful information from research and working experience! Glad you liked this article. Thanks for sharing your thoughts, ~Keri
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Ratings and reviews can achieve all of this and more through the power of word of mouth marketing. They can increase customer engagement and monitor customer service efforts.
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Hi there, You make great points – reviews and testimonials can increase customer engagement, sales, and assist in a marketing plan. Facebook reviews can be challenging when you have someone post a fake negative review. The process of recourse is not really there. So, this post and the comments above take business owners through optimizing what comes next. Thank you for sharing your thoughts, ~Keri
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I read this piece of writing completely concerning the difference between the most recent and preceding technologies, it’s amazing article.
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Tanvir, Thank you for your kind words. Glad you liked this article. ~Keri
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Super helpful! Thank you very much. Just found your site… and loving it.
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Karen, Thank you for visiting the blog, and for your kind words! Glad you found this article helpful – Hope you also referenced the comments, which, I think are even more helpful. 🙂 Thanks for your comment, ~Keri
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Hi Keri Jaehing Great yeah! Thank you for the information tips, it is very useful.
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Hi there, Glad you liked this article. Hope you also found the comments helpful. Thanks for your comment, ~Keri
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Hi Keri Jaehing These are great tips!Thanks a lot!Really helpful.
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Fozle, Glad you liked the tips offered in this article and that you found the details helpful. The comments here really complete a full view of the topic of Facebook Reviews. Thanks for your comment, ~Keri
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Nice content you got here
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Harry, Glad you like the content on this blog. Thanks for your comment, ~Keri
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What a nice review
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Hi there, Very nice of you to say! 😉 ~Keri
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Thanks for your thoughts here… Looking forward to your update!!
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Jill, The update needs to be done, for sure. However, I do think that if people read the comments, they get the information they need. Soon, soon. 🙂 Thanks for your comment, ~Keri
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I like this blog truly. It is informative and accurate. Thanks for writing and sharing this post with us. It is very appreciated.
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Franca, A pleasure to share this information about Facebook Reviews. We really need to update the article with a few newer details covered in the comments above so it is even more clear for readers. But I appreciate your kind words! 🙂 Thank you for your comment, ~Keri
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Pingback: Facebook Business Reviews FAQs
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really valuable info dear, thanks for sharing…I wanted to say something to add value but it seems you have it all covered
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Hi there, Thank you for visiting the blog, and for your kind words. Thanks for your comment, ~Keri
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I had someone give me a 1 star rating. Problem is that this person has never been a customer. I contacted her about it but never got a response. Have reported this to Facebook several times but nothing was done. There really should be some recourse for businesses to be able to get fake ratings removed.
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Jo Ann, You are not alone on this one. The first thing you should do is respond to the review stating you do not see them in your client records. That way, anyone seeing the review can see your response and your care to respond. Then, drown it out with good reviews. The reason there is not more recourse is to try to propel more authentic reviews. However, there is this one pitfall. Hope things go better from here! Thanks for your comment, ~Keri
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Hi, we have a page with a poor review that we responded to. It is now a year old and we are asking people to leave reviews to displace it. We’ve had a great review but the old negative review still appears at the top. I thought we could drown it out but it’s still there. It was on the old star system as opposed to the new ones that are on the yes or no system. Is there anything else we can do or will it disappear with more positive reviews? Thanks.
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Claire, Without seeing the Facebook Page and knowing a lot more details, it is hard to say what is actually happening there. Yes, you should continue encouraging positive reviews to create a logged history of good reviews. If it’s been a year and the negative review is still landing on top, you might try dis-engaging reviews (through the settings that control reviews). And then re-engage them after a day or two. That might trigger a re-shuffling. Hope that helps, ~Keri
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Hi, I bought the Facebook Reviews from ZvMarket and it was my biggest mistake. She did pretty amazing job and reviews are still intact but i feel ashamed of manipulating my business in wrong way. Wish i never bought it
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Cassy, I never recommend purchasing followers, reviews, endorsements, etc. Authentic presentation is so important for the long-term. And the social networks usually find a way to penalize this type of thing, which puts a business at risk. Sounds like you’ve had some success on Facebook, though. 🙂 ~Keri
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Keri, A person wrote an unfair review on my page. I cant view the review as I have been blocked by the person. With that, I cant address nor report this review. The review is still there (I have been told by my friends). How do I address this? Shafik
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Shafik, Thank you for your patience… My first question is: Do you have another admin on the page that can address this matter? If not, I recommend finding a trusted friend or colleague that could be an admin of your page to respond and report the unfair review. Hope that helps. Thank you for your question, ~Keri
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Very Nice thanks you for sharing ,its an awesome blog keep update
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Samuha, Always a pleasure to share helpful information. Thank you for your kind words, ~Keri
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Is it possible to reset the reviews for a page ?
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Michel, You bring up an interesting question – Thank you for asking. It is possible to disable reviews so they do not appear on the Facebook Page. So, in a way it “re-sets” the approach to Facebook Reviews for the brand. However, if you re-activate Reviews they will re-appear: The entire archive of all reviews received for that Facebook Page. Facebook will tweak little details now and then, so I checked in with other experts, and we did a test of what actually happens now (November 2018). What I’ve typed here today is the current correct answer. Hope that helps! 🙂 ~Keri
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That confirms my fear… Then the only way would be to create a new page. Thanks
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Michel, I’m not sure what the issue is, but I would not recommend creating a new Facebook page merely to approach a concern about Reviews. Of course, every marketing strategy should be customized to each individual business. But creating a new Page makes any marketing strategy more difficult because you lose the traction already created from the FEO (Facebook Engine Optimization) from a developed Facebook page. Facebook does not begin to prioritize pages until they have more than 500-100 fans (likes), and/or participation in an active Facebook Ads program. I recommend you consider your options for handling the reviews before creating a brand new Facebook Page. ~Keri
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Hi, Keri I wanted to know if there is a way to delete a bad review even though that person has already blocked you?
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Lesly, Thank you for your question. I guess I need to know a bit more information… Are you the one leaving the review? Is it another person leaving a review on your Page and they have blocked you? Also curious what led to the block. Looking forward to hearing back, ~Keri
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I believe there should absolutely be a way to remove a review, especially if your company name is close to the same name as a competitor. Our competitor had a bad review and this client posted it accidentally on our page. This client is no where to be found or to contact. I’m out of options. Totally unfair! As proof he mentioned the owners name in the complaint and he is the owner of the company he was complaining about. Not ours! He also posted his complaint on yelp thankfully to the correct co. Facebook should absolutely move this complaint.
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Holly, Yes, Facebook should offer additional options not yet offered. At the same time, you have an opportunity here… Facebook does offer Facebook Page owners and admins to comment on reviews – As a way to show customer service, brand voice, and review response. There is no reason you cannot reply to that review with the information that they have indeed reviewed the wrong business, and give the reviewer the correct link to get their comments to the correct location. Even if the other owner is absent, the reviewer gets correct details; You can be seen to be offering them service and friendliness… In turn, you can include how you would take better care of them and request they change their review. Your score goes up, and you earn a potential customer. Additionally, any future readers of your review section can see that you are responsive and will give them quality customer service. It’s a matter of turning tables in your favor. Hope that helps, Holly! 🙂 ~Keri
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To be honest I do not know what is the solution for this as we are unable to remove the fake reviews. It’s so easy for the competitors to leave the fake reviews at your business. Is there any way we can check/verify the user’s profile whether it is real or not?
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Kristine, There really is not a way to remove the reviews unless you can contact the platform and they pay attention. At that point, it’s a matter of proving inauthenticity. Which is tough. They absolute key is to give correct, terrific customer service, and always be encouraging your fans and followers to share their thoughts in reviews so that the positive is always outshining any negative. Be better than your competition, and you’ll get better reviews and have more customers to leave them. 🙂 Hope that helps, ~Keri
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Hi – are you sure that specific user reviews on FB still cannot be blocked by a business owner/page owner? I gave a negative review to a business that was within community guidelines, yet it never publishes live to any page visitors beyond myself. Did FB intervene? Not much of a review function if businesses can only keep positive reviews. Thx Paul
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Paul, To my knowledge, Facebook does not allow for the business to control the reviews for their brand page. Facebook Page admins can request Facebook review a negative review and give reprieve (or not). But they are usually not very fast. It may be that there was a glitch and the review did not post. If your review was really long, it could have exceeded the maximum amount of text allowed, and then it would not have posted. If you feel strongly about making the review, you might consider re-phrasing it and trying again. Hope that helps, ~Keri
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It’s a shame that you can’t outright delete negative reviews, although it’s pretty obvious why they wouldn’t allow that. Although in some cases it can be extremely frustrating, like the time I created a Google Business page for a local business and within 1 day, before I had even fully set up the page, a brand new Google account came in and left a 1 star review with no comment. The account had a foreign name and no history whatsoever, and even after contacting Google they wouldn’t delete the review. I hadn’t had any time to get any positive reviews yet so it was just stuck with a 1 star overall rating. Super dumb and frustrating to say the least.
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Mark, It is absolutely essential to have authentic feedback attributed to each brand. Over time, it’s been proven that real customers understand that not every moment is perfect, and every review won’t be 5 stars. The key is seeing how the company responds. We have also had a 1 star review on Google in much the same fashion you mention — Foreign name, no history, and Google would do nothing. We took action by encouraging positive reviews, and the 1 star review was buried and meaningless (which it really was). It’s up to each business to take action that reflects their brand voice and brand values. Thank you for sharing your thoughts, ~Keri
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Hello, I have a different sort of question about the review section I hope you can help me with. I created a business fan page in 2013 for my store and recently I changed businesses and I changed my page to my current business to keep my customers with me but I don’t want the reviews for my old business on there so, as of right now, I have the review section removed so they don’t show up but new reviewers can’t leave a review for my new business. Is there any way to ‘start over’ to have the old page reviews removed or is it the same answer as all other questions here that I’m stuck with not having a review section available? I have over 6,000 followers and do not want to start over from scratch just for the review section. Thanks for your help!
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Jerry, Sounds like you’ve done well with your Facebook page since 2013. If you’ve gathered reviews (testimonials) for your business and projects you’ve worked on, that is great! Unless the reviews are not positive. I can’t think of an instance where I have recommended keeping an old page for a new business purpose. Meaning, I would have recommended to you that unpublishing your original page would have been a wise option, because if you ever change your mind and want to re-invigorate those energies you could. That also leaves you free and clear to create a totally clean slate with your new business ventures. 6000 followers is good – But remember, the numbers of followers is not as important as the number of people engaged with your business. If you have 6000 followers and no one engaging, that’s not very good. If you have 100 followers and 75 engaging with you, that’s awesome! There is potential for organic reach and success with paid promotions. Also remember that of 6000 fans, only 1-2% see any of your posts – On a good day. Unless you are boosting and promoting content. If you insist on keeping the old page for your new venture, your choices are limited: Do not offer reviews or attempt to blend the reviews section soliciting new reviews that drown out the old reviews. If you’ve achieved 6000 followers, you may have been using email marketing to develop and nurture relationships. The money is in the email list! My recommendation to you is to begin a new page and email your fans/followers and invite them to the new page. Create a strategy and content plan that allows you to collect new reviews for your new business. And then kill ’em with awesome content, promoting specific content that helps you achieve your marketing goals. I hope that helps. Thanks for your comment and question, Jerry… 🙂 ~Keri
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Hi Keri, my question is similar, why does a single negative review always show up second on the list of reviews, even though it is 9 months old? Many great reviews after this one but the negative one always shows up second on the list?
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Mark, Thank you for checking out this article, and for trusting me with your question. I hopped over to your Facebook Page, and, indeed – There is a negative review in the second position even though there are other reviews after that one. First, feel good about the number of reviews you are getting, and that the big majority are positive. That’s terrific!! Second, you know the saying: You can’t please everyone all of the time. It’s statistically impossible. In turn, it actually looks “un-genuine” to see every review be positive. Mark, I observed something by looking at your review section. The only review that I could find a response from your team in a reasonable amount of time was on the review you reference in your comment. Not optimal, but an opportunity for you! (It looks like Facebook offered a 5-star review first, and a recently responded to review next). Reviews now offer the option to reply to your fans/reviewers just as you would a regular Facebook post (this was not always the case). So, we should treat them as opportunities to respond and thank our fans and followers! My recommendation: Designate a team member and a window of time (or so much time per day over a week) to reply to ALL of your reviews. Do it in this order: 1-star, 2-star, 3-star, 4-star, and last the 5-star reviews. This should help re-set the order of your shown reviews. The new activity may also prompt others to submit reviews also, so it could also help “bury” the 1-star review under new ones. Also, you should be capitalizing on all of your great reviews! Re-purpose them. Make graphic quotes and post them on your Facebook Page as one of your content types, and give these prime real estate in a featured images section. Then follow this up by putting them on Twitter, Instagram and Pinterest. If you need additional help, please do leave another reply here, or feel free to be in touch via the contact page – We’ve placed several options there. Thanks for your comment, ~Keri
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On the other hand, I want to review a company (large multi national) that have sold me windows for a new build that leak. The company have muscle and my only recource is to let the world know about my experience. Your site seems geared towards deleting posts as ‘all negative reviews are trolls’. But what about us genuine ‘small people’?
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Gcam, Thank you for reading, and for sharing your thoughts. This post was actually written to answer a specific question about Facebook Reviews. So, you see the relevant information on this page. Shortly after this was written, I did publish a post more geared toward your sentiment over at the TabSite blog. There, we talk about encouraging Facebook Reviews, how to showcase the positivity, etc. You should absolutely capitalize on any positive comments you wish to make, and feature your positive reviews where you are online! Hope that helps, ~Keri 🙂
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I was looking on how to delete negative comments on my facebook sight. I don’t have an X that pops up in the right hand corner. I have 3 little dots that come up and when I click on them nothing comes up that lets me hide or delete the comments.
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Mary, Facebook updates very frequently, and it may be three dots in the upper right that you are seeing now. The point of welcoming and displaying reviews is to help potential customers understand more about your business. That real-life peer insight helps people decide whether or not they want to do business with you. Hopefully you’ve offered a stellar product or service, encouraging customers to leave positive comments and lots of stars. Ultimately, there really should never be an occasion when you want to delete a comment on any review offered. Even if one is less positive than you would hope, the opportunity for response is another way you can show prospective customers how you do business – Showcase your customer service process. Keep in mind that all awesome reviews is perceived as inauthentic. People want to see REAL. A heckler is a bit different story, but even there, it is how you handle the situation. Now that we can comment and respond on Facebook Reviews, it is very easy to take the conversation to email and keep intricate discussion out of the Facebook Reviews area. Some businesses do opt not to accept Facebook Reviews and they disable the tab/app. But this is not optimal. If I have not approached your concern, please feel free to be in touch via our contact page. I’m happy to talk about strategy with you. Thank you for your comment, ~Keri
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Wow this article was excellent on Facebook Reviews the statistics was an eye opener to me, Thank you so much for sharing. Uday Chander
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Uday, Glad you found this article helpful. Facebook statistics are always changing, but the numbers are interesting to consider, as you say. My pleasure to help – Check back with us for our long-awaited updated post. 🙂 Thanks for your comment, ~Keri
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Hi, thanks for an informative article. I was wondering if you have updated all the information current to Aug 2017. You had mentioned in some older comments that you will be updating the article. I want to share the post in my social media group and a professional photographers group I run, but I don’t want to include anything that is not current. I couldn’t figure out what is different now, maybe if I knew, I could post the article and mention what exactly has changed. Thanks again !!
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Richie, Thank you for your comment, and for your insightful question. Yes, I have been meaning to update this article…the issue is time to get it done. With the comments and the original article, the information is all here. However, the main thing you will want to know is that if a business prefers to, they can disable to Reviews tab so that undesireable reviews are not seen. BUT this takes away all reviews from view. Additionally, you can petition Facebook to have reviews removed. Though, you have to live with what Facebook decides. My recommendation is still to be doing good business so your customer service is stellar and your reviews are positive. Also, ask for reviews, so that your positive news shines through. Hope that helps. ~Keri
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Thanks for the honest information. I like the idea of the positive posting to outrank the negative. Keeping things professional.
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V, Being authentic and letting the positive reviews rise to the top is a great cycle to nurture. Thank you for sharing your thoughts, ~Keri
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Actually, there is a way to delete someone’s comments. Click on the post and choose report. Then you’ll have the option to block and remove their posts.
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Joyce, Thank you for sharing your thoughts. This post was written awhile ago, and we do intend to updated it (really). However, I have a few concerns… 1) Do we know if the feature you speak of is available to ALL users? 2) Reporting a genuinely harassing or incorrect review is fine. Then, we need to hope that Facebook is working with all cylinders. Keep in mind that usually when people are blocked from a page, they are more determined to come back as someone else and they are often more trouble than the first time around. It’s usually better to handle the problem a different way. 3) Should we remove posts just because we don’t like the answers provided, that’s being dishonest. Our fas & potential fans would have an incorrect view of our brands, and we owe it to them to be genuine and authentic. Further, it’s not possible to please everyone all the time. So, surveys do reveal that seeing only perfect reviews appears to users as fake or not genuine, thus not as appealing. I coach my clients to offer great service and wonderful product so they don’t have to worry about this detail. If our company culture is quality-oriented, customers share this with others, and our businesses grow. My clients and I are typically not worried about using this feature. The reasoning is indeed reflected above. In addition, should there ever be a need, an optimal company culture will have no problem rallying the troops to bring positive reviews to the top. Hopefully you endorse an online environment of quality interactions online as well. Thank you for your comment, ~Keri
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Hi Keri, I agree to every point in your article. I have a question to you though regarding others reporting the fake review. My friends and family actually reported the post, but even though it said submitted to FB, no action was made and there was no entry in their support inbox like it had come for me when I reported it initially. So my question here is do other Facebook Page admins of your page itself need to report it as you have mentioned in your post or is it possible by anyone at all who is offended by reading the review.
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Indu M P, Thank you for your kind words. If you received a response from Facebook regarding the fake review, then they may consider the case closed, depending on what the answer you received. That said, Facebook is an online platform – There are days it doesn’t work as we want it to. If your family put in reports on the day that Amazon took a lot of the Internet down, it could be that Facebook didn’t receive the reports. Your comment inspired me to go check my reviews again. I found a few I did not know were even posted, and they are low, fake, and from people I’ve never done business with or interacted with in any way. It happens. Competitors send them in. We have to be smarter than they are! I recommend having your family try again. Also, continue to solicit positive reviews to drown the fake review out. Additionally, realize that the reviews are not the only thing your Facebook fans & followers will see. Post great content that offers value. Respond to comments and messages in positive ways that encourage engagement on your page. Show evidence that you’re awesome in all ways connected to your Facebook Page. Hope that helps. Keep me posted. Thanks again for your comment, ~Keri
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A Little bit confused – Your title read ‘How to Delete Facebook Reviews’, but your article covers how to deal with unfortunate reviews. I would recommend a different title because it is misleading.
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Hello No, Thank you for sharing your thoughts. I’m sorry you feel the title is misleading. I used it for the following reasons: 1) At the time, people wanted to know how to delete Facebook Reviews (they still do). 2) The only way to “delete” Facebook reviews is to drown them out with better reviews, so this article does speak to the title. 3) I needed a title that would lead people to *correct* information. There is a lot of misinformation out there on this topic, and people do tend to want an easy answer. There simply isn’t one. We need to be proactive with positive customer service. And, should someone put up a negative Facebook Review, business owners and Facebook Admins know the appropriate steps to creating a positive, authentic account of their operations. It may be that we need to update information in another article on this topic. But not really much has changed. I hope this is helpful, and provides a bridge to understanding. 🙂 ~Keri
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Negative reviews destroys the branding and the trust, thus it results into huge loss of traffic
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As it should. And all these comments where people are upset over their reviews, give me a break. It needs to be legitimate or it loses its intended value. The review section isn’t your marketing toy. It’s a customers means of locating the right business. If you don’t want a bad review then act accordingly.
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Kelly, You make some good points. The Reviews section on any platform can be a marketing tool … But not the only one. It should also be treated as a curated reflection of actual customer experiences that prospective clients or customers can access. We indeed can choose how we treat our customer experiences. Hopefully more will appreciate the opportunities that exist here. 🙂 Thank you for sharing your thoughts, ~Keri
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🙂 I’m smiling big Keri. !!! I see what you did there;) “2 ) Comment On All [Facebook] Reviews” Your timeliness, addressing my concerns and understanding, was exceptional! Your advice works. Quick unedited stream of conscious commentary: I hope Facebook takes an intentional hands off, conservative approach to removing negative reviews. It is essential that Facebook remain authentic. Hopefully FB will work to prevent company page loopholes to avoid negative reviews by mandating addresses on all business pages. Then again, FB sells advertising, which is purchased by companies. So there lies their interest- which they will protected. The truth needs to have a platform to get to consumers. I’m tired of the scheming and masking by businesses. Who isnt? Businesses manipulate, more rules and regulations are instituted to counteract unethical misleading practices, loopholes are sought out, people Lose faith, authenticity is gone. The small consumer is treated poorly or taken advantage of. I’d argue businesses should not be able to prevent people from discussing their experiences whether good or bad on a platform like FB. I’ve heard from some business owners directly that to remove a detrimental review they report to FB thatbthe review or information is slanderous or left by a troll. Then FB pulls the review. The consumer can’t afford to market against the company. People need a way to communicate to others and share their stories.There should be a way for them to use a platform like Facebook to reach a large audience. It’s often their only way to attempt to affect change. Companies have staff, money and knowledge, too often getting the upper hand, squashing anything that takes away from their bottom Line. Let us have something that business and money doesn’t manipulate. Yes, I know it’s pipe dream. And on a final note, I think when making reviews on a medical business or doctor, FB should Permit an option for the person to use a FB generated alias. By not having something like this, medical businesses often escape negative reviews bc people dont want their medical situation disclosed. Thanks for reading.
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Kelly, Thank you for our kind words here, and for sharing your thoughts so freely with us. I agree that there must be space for authenticity. And, that consumers need a route to see actual information to make good decisions. At the same time, anything that is available will be gamed by some. In turn, consumers are getting smart, and checking more than one thing before making their decisions. Or, so we can hope. A few of the ideas you mentioned are good!! Though I do feel that the smaller business needs a different set of options than a big brand business, as there are different scenarios that affect them. Not regarding how reviews are processed, but what is revealed about their location. A solopreneur may be okay listing a city or region to protect themselves and still accept honest, authentic reviews. Thanks again for your thoughtful comment, ~Keri
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Akshay, Negative reviews indeed are detrimental to a business online. These will affect traffic to a website – Especially if the business is just beginning or has become a story for a different reason…like Amy’s Bakery in Arizona. Thank you for sharing your thoughts! ~Keri
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Yes, you are 100% right, reviews helps the new readers to understand the quality of the page. Some people pay for sponsored reviews also, to gain more trust from readers.
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Akshay, You make a good point. I’m not a fan of paid reviews, unless it is a coupon incentive or similar. Paid reviews in factory form help no one. Just my 2 cents… Thank you for your comment, ~Keri
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Keri. I wrote a very nice review of a company and it was there last night and gone his morning. Any idea why?
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Rich, Glad you are involved in providing reviews for others to reference – That’s great collaboration! My first question is: Did you indeed place that review on Facebook? From there, did you check to make sure the review actually posted? Or, do you need to clear your cache/temporary files to view the most current version of the page? There really is not a way for the company to delete the review, so, if it was indeed posted, it should be there. You might also go to the Facebook Page’s review section and view via the summary view – It should show them in a chronological order, and potentially a different way of viewing then on the home section of the Facebook Page. Hope that helps! ~Keri
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Hi, Thank you for this. Are you still able to delete the review sections from your business page by taking down the address?
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Hi keri i had a bad review and the women was not even apart of the setvices done….and she keeps responding and posting pictures on our face book i teported it but facebook says it is not against its community standards….help !!! We may need to delete our facebook page….we worked hard on this…
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Theresa, Thank you for accessing this post as a resource. I hope you found some of the information helpful. Without a name of the Facebook Page, it is hard to give solid recommendations for you to follow, especially since Facebook has indicated their actions are not against their terms of service. That said… It is most likely a competitor trying to tarnish your reputation as they have found you challenging them with competition. While you are having this unwanted experience, it does mean that you might be doing something right. You need to remember that if you decide to encourage reviews at your Facebook Page, everything there is public. So, you should consider all comments directed to everyone when you respond. If it were me, I would default to positive, let them know you are sorry that they have experienced trouble, and encourage them to email you to take the back and forth away from the page. Should it persist, point out what you have done as positive attention to the matter, and ask questions in return. Did they follow your policy to receive service? Can they bring in a receipt indicating the purchase was indeed from your business? And, sometimes it is needed to ask if they are a competitor posing as someone else. But you always should be with a respectful tone and taking the higher road. Usually that will stop it. And, eventually they will get tired if you persist with attention. Deleting your Facebook Page should be the VERY last option (in fact not an option), as you can opt not to allow reviews on your page and use a different system for testimonials. I hope this helps. Keep me posted on how things go. ~Keri
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Julie, Thank you for your question – Good one! You can opt not to showcase online reviews by arranging your settings so your Page does not reflect location, as you have suggested. However, unless the reviewer deletes their own review, it will still be viewable at some places on Facebook (their profile, Facebook search & Google search). So, the best approach is to be encouraging positive reviews, and be responsive to every review to showcase positive customer service. Hope that helps, ~Keri
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Hi kerri I have had some fake profile slander me calling me a criminal. I had a 5 star rating with over 1600 likes. I have rallied the troops and Fb has done nothing.
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Hello Kylie, It’s unfortunate that you’ve had that experience. However, with so many reviews, this should not affect your rating very much, and people are likely to see that this is probably a fake profile. Sorry to say…Facebook is not very responsive. Your best recourse is to drown out the fake profile review with more positive reviews, and continue to try to get Facebook to respond. Since the writing of this post, something similar happened to me – An obviously fake profile rendered a completely inaccurate review of my business on Google. My conclusion is that it is probably a competitor posing in this position to try to lead potential customers in their direction. I’ll be reaching out to my networks to do what I recommend: Drown out the one review with many positive. Hope that helps. Thanks for your comment! ~Keri
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Hi Keri, I had a few people that had never done business with me and left low quality stars. So, I actually hid all my reviews. I still had a decent rating, but maybe I handled this wrong?
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I have been through the whole content of this blog which is very informative and knowledgeable stuff, So i would like to visit again.
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Arun, I’m happy you found my blog and that you have found it a resource for your business pursuits. This post is a collection of insights about Facebook reviews all on its own if you combine the article and the comments together. I do hope we’ll see you here again. Thank you for sharing your thoughts, ~Keri
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Jo, I can understand why you were compelled to hide the reviews. Hopefully some time has passed, and you have additional reviews you could gather and let people post for you. If you can then unhide those hidden reviews, it would actually be doing yourself a favor, in my opinion. Thank you for sharing your question here! ~Keri
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Do you know how to unhide a review? I hid the review but want to UNHIDE it so I can respond to it.
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Trista, Thank you for reading my blog post, and for your inquiry here. Since we should not be able to hide any review left on our Facebook pages, you must be talking about a review you left on another Facebook Page that you opted to hide, or you could be referring to a comment on a review (which would be hidden if Facebook deemed it spam)… Regardless, either option should let you hover over the comment to click an “unhide” option, or you may be able to see the word “UNHIDE” to click and reveal the review and then offer comment. If this does not solve your concern, please do leave another comment with a bit more detail, and I am happy to work through with you. Thank you again for your comment and question, Trista, ~Keri
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