We encourage business owners to engage with their customers both online and offline. Ideally, these are friendly exchanges that are geared toward improving the customer experience. Occasionally, they turn uncomfortable, and more rarely, they can be outright inappropriate or harassing.

In all cases, we encourage you stand behind your review or update it to reflect any new information that may be useful to other consumers. We don’t think the public wins when consumers are pressured or even paid to remove or alter their honest reviews, and it’s a violation of our Terms of Service to offer someone a refund in exchange for removing their review (and it’s a violation, too, to accept such an offer). In fact, we have a Consumer Alerts program to let people know about businesses that engage in this sort of activity.

If you find yourself in one of these situations, please contact our Support team to give us more information so we can help you and other consumers.