‘Google's power is extraordinary’: businesses turn to the courts over bad reviews
Summary
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. 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. Rory Gallagher, the Australian managing director of the Behavioural Insights Team, says review systems are more likely to have an impact on smaller businesses than generic chains. In late June, the NSW supreme court ordered a woman to pay $530,000 in damages to a cosmetic surgeon over a review she left about her nose and cheek surgery. To legislate takedowns in the absence of judicial review would require Google LLC to act as a court, reaching a verdict on whether particular content is defamatory and whether valid defences (such as truth) apply,” the company said.
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