23/08/2026
🤔 Google Reviews — We’re genuinely confused…
We honestly want to ask other small business owners if you’ve experienced something similar.
This is not the first time Google has removed a genuine 5-star review from our business profile.
Most recently, a real customer ordered our 4pc Salmon Tobiko Roll and left us this lovely review:
⭐️⭐️⭐️⭐️⭐️
“Perfectly fresh and very tasty! Lovely service…”
One days later, Google removed it, saying that it “appeared to violate our policies”.
But this was a real customer, a real order and a genuine review based on their own experience.
There was:
❌ No payment for the review
❌ No free food
❌ No discount or reward in exchange for a review
❌ No request to write specific content
We are therefore genuinely confused about why this keeps happening.
And what makes it even more frustrating is that one month ago, we received a 3-star review which, in our view, contains inaccurate information that does not reflect what actually happened.
We have evidence that we believe could demonstrate the inaccuracies, but we have struggled to find a clear way to upload and submit that evidence to Google for proper review.
At the same time, genuine 5-star reviews from real customers seem to be disappearing.
We’re not saying that every negative review should be removed — absolutely not. We believe customers should be free to share honest feedback, whether it’s positive or negative.
What we are struggling to understand is why a genuine positive review can be removed by an automated system, while a review containing information that we believe is demonstrably inaccurate can remain.
We’ve also been wondering whether being located inside Bolton Market could potentially play a part.
Businesses and customers may sometimes use the same public Wi-Fi, which can mean sharing the same IP address. We don't know whether this is actually connected to the removals, as Google doesn't tell us exactly what triggered its system, but we're trying to understand what might be happening.
👉 Has anyone else experienced something similar?
Especially if you run a business inside a market, shopping centre, food hall or other venue where customers and businesses share public Wi-Fi, we would really appreciate hearing your experience.
And if anyone knows how to properly submit evidence to Google when you believe a review contains demonstrably false information, please let us know. 🙏🏻
We genuinely want to understand the process and make sure our reviews are being handled fairly and according to Google’s policies.
To all our customers who have taken the time to leave us genuine reviews — thank you so much. ❤️
Every genuine review means a lot to our small independent business, and we truly appreciate your support.
🍣 Roll & Go
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🇭🇰Google Reviews，我哋真係好困惑……
想問下其他做小生意嘅朋友，你哋有冇遇過類似嘅情況？
呢個已經唔係第一次，Google 將真實客人留俾我哋嘅 5 星好評移除。
最近一次，一位真實客人買咗我哋嘅 4pc Salmon Tobiko Roll，食完之後留低咗呢個 5 星評論：
⭐️⭐️⭐️⭐️⭐️
“Perfectly fresh and very tasty! Lovely service…”
但幾日之後，Google 就將呢個評論移除，話呢個評論「appeared to violate our policies」。
問題係，呢位係真實客人、真實訂單，亦係佢自己真實食完之後嘅感受。
我哋冇：
❌ 用錢換評論
❌ 送免費食物換評論
❌ 用折扣或者優惠換評論
❌ 要求客人寫特定內容
所以我哋真係好唔明白，點解呢種真實嘅客人評論會被移除。😔
更加令人困惑嘅係，一個月前，我哋收到過一個 3 星評論，而當中有部分資料，我哋認為係與實際情況不符，甚至有證據可以證明當中嘅不準確之處。
但我哋一直搵唔到一個清晰嘅方法，可以將相關證據正式 upload 俾 Google，要求佢哋重新審核。
所以就出現一個令我哋好疑惑嘅情況：
👉 真實客人嘅 5 星好評被移除；但我哋認為有明顯不準確資料嘅 3 星評論，卻仍然存在。
我哋並唔係話所有負評都應該被刪除——絕對唔係。
客人當然有權分享自己真實嘅感受，無論係好評定負評，我哋都尊重。
我哋真正唔明白嘅係：
點解一個真實、正常、冇任何利益交換嘅正面評論，可以被系統移除；但一個我哋認為有證據證明內容不準確嘅評論，卻可以一直保留？
另外，我哋最近亦開始懷疑，會唔會同我哋位於 Bolton Market 有關。
因為我哋同客人有時都會使用市場提供嘅公共 Wi-Fi，而公共 Wi-Fi 有可能令唔同使用者共用同一個 IP address。
當然，我哋唔知道呢個係咪真正原因，因為 Google 並冇話俾我哋知究竟係咩原因觸發系統移除評論。
但我哋真係想了解，到底發生緊咩事。
👉 有冇其他做生意嘅朋友都遇過真實 Google Review 被無故 remove？
尤其係喺 market、shopping centre、food hall 呢類地方做生意，而商戶同客人會使用同一個公共 Wi-Fi，如果你有類似經歷，真心希望你可以留言同我哋分享一下。🙏🏻
另外，如果有朋友知道：
當你認為一個 Google Review 包含可以證明係不實嘅資料時，究竟應該點樣正式向 Google 提交證據？
都希望可以話俾我哋知。🙏🏻
我哋只係希望了解清楚個程序，亦希望所有評論都可以按照 Google 嘅政策，公平咁處理。
最後，真心多謝每一位願意花時間幫我哋留下真實評論嘅客人。❤️
對一間小型獨立店舖嚟講，每一個真實嘅好評都非常珍貴。
多謝大家一直以來對 Roll & Go 嘅支持。🍣❤️
