The Impact of False and Defamatory Reviews on Small Businesses
Running a small business is a labor of love, requiring tireless effort, dedication, and a commitment to providing the best possible service to customers. However, the rise of online reviews has introduced a new challenge: malicious and defamatory feedback that can harm a business’s reputation while leaving owners with limited tools to address the situation. This is a story about how one such review unfairly targeted our business, SAADI Gymnastics.
The Situation
A customer recently booked a play gym session for her toddler. On the morning of the session, at 9:01 AM, she emailed us to say her child was unwell and unable to attend. The session was scheduled for 9:30 AM, leaving us just 30 minutes to respond to her request to reschedule. Our policy, as clearly outlined at the time of booking, states that all sessions are non-refundable and non-transferable. Despite this, we promptly replied at 9:20 AM, offering to make a one-time exception to move her booking to another day.
The Customer’s Review
Shortly after the session began, the customer posted the following 1-star review on Google:
The Facts
Here is the email exchange in full to provide transparency:
Customer’s Initial Request (9:01 AM):
"Hi there, I booked my son for a session this morning at 9:30 AM. Unfortunately, we aren't going to make it as my son has become unwell and isn't fit to come. Is there any way I could reschedule for him to come next week as I have already paid?"
Our Initial Response (9:20 AM):
"Good Morning, As per terms and conditions, all booked sessions are non-refundable and non-transferable. Kind regards, SAADI Gymnastics."
Follow-Up Response (10:21 AM):
"Morning, Thank you for your email. This is a standard response that is aligned to our club’s T&Cs so sorry you think this is unfair. Sometimes it’s helpful for us to explain our full offer and why we have these rules in place. We give our customers the choice to either book online or pay on the door. The latter gives people the flexibility to come or not come, the former the certainty that they can get a place. The price for our play gyms is just £5 for over an hour play and we haven’t increased this price for over 7 years. We limit the number attending to 60 children, not because we are legally obliged to, but because we want to ensure that the environment is comfortable for those using it. We have over 20,000 families use this class every year, so if we were to say you could swap and change classes whenever you like, we would have to increase the prices to manage the administration. We therefore give customers the choice to either book in advance and agree to the terms or not. If you let us know which day you would like to change to, I will move you on this instance, and hopefully the fact that I have explained the options available to you is helpful."
Customer’s Response (10:26 AM):
"Thank you for explaining. I don't really feel like this is a friendly place and don't wish for my son to come now. So don't worry about rearranging to a different day. Thank you for the offer though."
Why This Review is Misleading
It is impossible to draw conclusions about the quality of our business, staff, or services based on this email exchange alone. The accusations of being "rude" and "money grabbers" are completely unfounded. Not only did we act in accordance with our clearly communicated terms, but we also went above and beyond by offering to reschedule the session despite the policy.
The Broader Impact of Defamatory Reviews
This review is a stark example of the harm that false and defamatory statements can cause to small businesses. Negative reviews, especially those that misrepresent the facts, have a significant impact on customer perceptions, staff morale, and revenue. Platforms like Google Reviews provide limited options for businesses to contest such claims, leaving us to defend our reputation publicly.
Our Call to Action
We believe that reviews should be fair, constructive, and based on genuine experiences. While no business is perfect, false accusations and defamatory comments are both harmful and unjust. We urge customers to consider the impact their words can have and to ensure their reviews are honest and accurate.
To other small business owners: you are not alone in facing these challenges. By standing firm, remaining transparent, and providing context, we can work together to address the imbalance of power in online reviews and advocate for better protections.
Thank you to our loyal customers who continue to support us and see the value in what we do. Your trust and encouragement mean the world to us. If you would like to leave us a positive review we would love it please click here
The SAADI Gymnastics Team