Customer Left a Review on the Wrong Business or Branch — What Owners Can Do

Quick answer: If a review clearly belongs to another business (a different shop with a similar name) or another branch, reply politely saying you think it may be meant for a different business or location and invite the reviewer to check. You can also report it to Google as "Off topic" or "Not relevant" — Google may remove reviews that aren't about the business. For your own branches, ask the customer to post on the correct branch's profile. Prevent confusion with clear names, locality details, signboard photos and direct review links for each branch.

Mistaken reviews are more common than you'd think, especially for common names like "Sai Medical", "Laxmi Stores" or "Royal Restaurant", and for chains with several branches.

Spotting a mistaken review

• The review describes products or services you don't offer.
• It mentions staff, location details or events that don't match your business.
• It references a branch or address that isn't yours.

How to reply

Keep it polite and helpful:

"Thank you for your feedback. We don't offer home delivery and we're located on MG Road, so this review may be meant for another business with a similar name. If you visited us, please message us so we can help."

Avoid accusing the customer.

Ask the reviewer

If you can identify the reviewer, politely ask them to check and move their review. Many customers are happy to correct a mistake.

Report to Google

Report the review as "Off topic" or "Not relevant" through your profile. Google may remove reviews not about your business, but decisions vary (remove review, review policy).

Branch reviews

For chains, a customer may review the wrong branch. Ask them to post on the correct branch and share that branch's review link (multiple locations).

Preventing confusion

• Clear names and localities: distinguish branches with locality in the branch name only if that's how they're branded (follow name rules) — otherwise use clear addresses (business name rules).
• Signboard photos: help customers confirm the right business (signboard).
• Direct review links and QR codes per branch (review link, review QR).
• Similar names nearby: mention your locality and landmarks in posts (misspelled names).

Example: a pharmacy with a common name

A "Sai Medical" pharmacy received a one-star review about late delivery — it didn't offer delivery. The owner replied politely, explaining it might be meant for another Sai Medical nearby, and reported it. Google removed it after a week.

Example: a restaurant chain

A customer reviewed the Koramangala branch about food at the Indiranagar branch. The manager replied, shared the Indiranagar review link and the customer moved the review.

Checklist

• Identify mistaken reviews
• Reply politely
• Ask reviewer to move or edit
• Report as off-topic
• Direct review links per branch

Key takeaways

• Polite replies clarify mistakes for readers.
• Google may remove clearly off-topic reviews.
• Prevent confusion with clear details and branch links.

Sources and further reading

• Google Maps — prohibited and restricted content: support.google.com/contributionpolicy

Why mistaken reviews happen

Understanding the causes helps you prevent them. Customers often review the first listing they see when searching a name, especially if several businesses share similar names in one area. Some open Google Maps later at home and pick the wrong pin. Others confuse branches of the same chain, or review the mall or complex instead of the shop inside it. Delivery customers sometimes review the restaurant when the complaint is really about the delivery app. Each case calls for a slightly different reply: for delivery-app issues, explain politely that delivery is handled by the app and invite the customer to contact you directly so you can help (Zomato and Swiggy vs Google).

When the "wrong business" review is actually yours

Sometimes a review seems mistaken but is genuine — perhaps the customer visited on a day when a different staff member worked, or bought something from a section they didn't know you had. Check your records, CCTV or bills before claiming a review is mistaken. Calling a genuine customer's review "not ours" damages trust if they respond with proof. When unsure, reply neutrally: "We couldn't find a record of this visit — please contact us so we can look into it."

Reviews on the parent brand or mall

Customers may leave feedback about your shop on the mall's listing, or about a franchise on the brand's head office profile. You can't reply on profiles you don't manage, but you can ask the mall or brand to forward feedback and encourage customers to review your own profile with a direct link (shop inside mall, franchise owners).

Keeping a record

Keep screenshots of mistaken reviews, your replies and report dates. If the same issue repeats — for example, a nearby business with the same name keeps receiving your reviews or vice versa — it may help to coordinate with that business. Some owners agree to redirect customers politely to the right profile, which benefits both.

Frequently asked questions

Will Google remove a review meant for another business?

It may, if reported and clearly off-topic.

Should I reply publicly?

Yes, politely, so readers understand.

Can I move a review to another branch?

Only the reviewer can delete and repost.

How do I prevent this?

Use branch-specific review links and clear details.

Should I contact the reviewer?

Politely, if possible.

What if Google doesn't remove it?

Your polite reply helps readers understand.

Should I report a mistaken positive review?

Positive reviews meant for another business also misrepresent you; politely ask the reviewer to move it.

Do mistaken reviews hurt ranking?

A few rarely matter much, but they can confuse customers, so address them.

Can I ask Google to move a review to my other branch?

No, Google doesn't move reviews; only the reviewer can repost.

Should staff mention the branch name when asking for reviews?

Yes, and share that branch's direct link.