Handling negative online comments
It has become increasingly common for disgruntled customers to take to the internet to complain about what they perceive to be their negative experience with a business. Although people have the right to complain about goods and services they purchase, there are limits to what can be said (and how it can be said), and action can be taken in some circumstances to have negative content removed from a website.
Negative comments and reviews may be based on an actual customer experience, but sometimes a business’ competitor, a disgruntled former employee, or a spammer may attempt to tarnish your business’ reputation by posting a fake review. Take screen shots of the negative reviews. Before responding, try to find out the identity of the poster, whether they were an actual customer and whether there are any facts that rebut statements made in the negative review. The more information you can gather, the better. Also evaluate the harm caused or likely to be caused from the post (e.g., lost customers and profits, etc.).