By: Josh Taylor
July 9, 2019
Mark Fletcher says he never paid much attention to Google reviews left by customers for his Victorian-based software business Tower Systems – until five months ago.
He was told he had lost a sale due to a negative review from a person called Ashley T.
The comment, made a year ago, claimed the point-of-sale software was buggy and the company did not communicate well in response to complaints.
“I would STRONGLY recommend not buying this product,” the review said.
Tower’s story is far from uncommon, as the impact of negative reviews is hotly debated among customers, businesses and Google, which has found itself increasingly embroiled in court actions.