It is common to see strong opinions on Yelp. Some reviews rave about excellent service, while others tear businesses apart. Unfortunately, a negative review can cross the line. If you run a business, you may wonder what you can do when a review seems unfair or even false.
California protects free speech, but that does not mean anything goes. A reviewer can share their honest experience, but if they post false statements that harm your reputation, it could become a legal issue. These cases are not simple, though. You have to walk a fine line between protecting your business and respecting free speech rights.
So, what can you actually do?
Before reacting emotionally or threatening to sue, stepping back and assessing your options is helpful. Below are ways you can protect your business while staying within California law:
- Stay calm and document everything: Take screenshots of the review and note any facts that appear to be untrue. Try to make sure you gather anything that can back up your side of the story.
- Respond publicly, but carefully: You are allowed to reply. Doing so shows other customers that you are listening. Keep it professional. Do not get defensive or reveal private customer information.
- Check if it is defamation: If a review states something false and harmful, such as calling your business a scam without proof, you may have a case. But negative opinions (even harsh ones) are usually protected.
- Use California’s anti-SLAPP laws wisely: These laws stop people from using the courts to silence free speech. If you attempt to sue over a review, you must provide solid proof that it was both damaging and false.
Handling a damaging review can feel personal and overwhelming. However, you do not have to figure it out alone. Sometimes, it helps to talk to someone, like a legal professional, who understands California’s rules and can help you move forward the right way.