How do you respond to a fake or spam Google review?

Short answer

Reply once, calmly and factually — note that you have no record of the interaction and invite a real customer to contact you — then flag the review to Google for violating its content policies. Don't accuse or argue; everyone reading the thread is judging your composure.

Handle it in two moves

• Public reply: brief and professional. "We take this seriously but can't find any record of a visit or order matching this. If we've genuinely let you down, please reach us at [contact] so we can make it right." This reassures prospects without taking the bait.
• Report it: flag the review and report it through your Business Profile. Fake reviews, reviews from competitors, and off-topic or abusive content violate Google's policies and can be removed.

Set expectations

Removal isn't instant or guaranteed — Google only takes down reviews that break its rules, and it reviews reports on its own timeline. A calm public reply is what protects your reputation in the meantime.