Responding to negative Google reviews in Australia

When you are responding to negative Google reviews, sometimes the feedback is detailed, useful and helps you improve. Other times, you receive something so vague and unhelpful that the only reasonable response is to have a bit of fun with it. Recently, GOOP Digital received a one-star review from someone named Bucksy. No context. No explanation. No service mentioned. Just two words that have now entered the GOOP story: “No good”.

For trades, retailers and regional Australian businesses, these moments can feel confronting. Handled well, they can also show your authenticity, confidence and sense of humour. Instead of using a standard response template, we chose to reply in a way that matched the energy we received.

Meet Bucksy and the brief review

Here is the full extent of the insight provided by the review from Bucksy:

“No good”

One star rating and no further comment

Rather than ignoring it or offering a mechanical response, we decided to lean into the situation. Below is our full reply, exactly as posted:

“Hi Bucksy.

Thanks for the detailed review. Saying “no good” without telling us who you are or what you are talking about is a bit like reviewing a restaurant while never walking through the door.

If you have actually used our services, feel free to share your business name so we can look into it properly. Right now your one and only review history suggests you might just be here for a quick troll.

We take real feedback seriously and our clients know the level of work we put in, especially when it comes to SEO and the wider digital marketing work we deliver. So if you are genuine, reach out and let us sort it. If not, we will file this one under mystery fiction.

Have a cracking day.”

Why humour was the right response

Not every negative review deserves the same tone. When a review is legitimate, a professional and helpful reply is the right approach. When the review has no detail, no clear name and no sign of interaction with your business, you are not dealing with a customer issue. You are dealing with troll behaviour.

Responding with humour can diffuse tension, show confidence and highlight the difference between a real complaint and a fake one. It sends a clear signal to current and future customers that you understand how online reviews work and that you will call out reviews that lack credibility. Authenticity matters more than a perfect rating and modern customers pick the difference very quickly.

How troll reviews can support your online presence

It may sound unusual, but even a troll review can contribute to engagement on your Google Business Profile. When people read the review, look at your listing and interact with your response, those actions become part of your online reputation management story. While this is not a replacement for strong SEO foundations, it does add activity to your profile that Google can register as interaction.

This is one reason Google Business Profile management is so important for businesses, especially in regional areas. With the right structure and consistent monitoring, even strange online moments can be turned into opportunities to show who you are and how you handle pressure.

Real complaints versus fake reviews

A real complaint almost always includes detail. There will be dates, services, expectations and specific issues. A fake review usually includes nothing beyond a rating and a short line. Learning to recognise this difference helps you know when to lean into humour and when to step up with more formal communication.

When you are working out how to handle bad Google reviews, context is everything. When you are dealing with trolls online, clarity and calm are important. When you are responding to reviews professionally, your tone helps shape how people see your brand.