Mar 21, 2023

Profanity on Review. Google Failed to Take Down After Reporting.

This is rather strange. I flagged a review for using profanity. The objectionable word is on Google's list of "bad words", but I received a notice that the review doesn't violate any of Google's policies so it remains visible.

Does Google have a different list of profanity just for Google Reviews that is different from other Google products?

I am not quite sure what to do about it. If anyone has any advice or guidance on how to get a human to look at the Review in question, it would be most appreciated.

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All Replies (2)

Amy Toman

Diamond Product Expert

Local SEO specializing in reinstatements and unusual situations

Mar 21, 2023

Please post the listing title, address even if it doesn't show, and the account name on the questionable review.

If you'd prefer privacy, add this information to a Google Drive spreadsheet and share the code here.

______________________________________________

If my response helped, please click "recommend” below. Thank you!

I am not a Google staffer; I volunteer assisting with Google Business Profile questions.

Amy Toman

Diamond Product Expert

Local SEO specializing in reinstatements and unusual situations

Mar 22, 2023

Thank you. What is the profane term?

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If my response helped, please click "recommend” below. Thank you!

I am not a Google staffer; I volunteer assisting with Google Business Profile questions.

David Levin

Original Poster

Mar 22, 2023

The term "j*ck*ss" is used in the review which Google considers profanity. I was able to confirm this from Google's own Bard AI engine as well as through a compiled list of offensive words which are banned and/or violate Google's terms of service. (see screenshot below)

https://i.imgur.com/UfurOrM.png

Last edited Mar 22, 2023

Amy Toman

Diamond Product Expert

Local SEO specializing in reinstatements and unusual situations

Mar 23, 2023

I don't know that that word is defined by Google as a profanity, and please don't quote Bard. As they say quite prominently, "Bard may display inaccurate or offensive information that doesn’t represent Google’s views."

The list of banned / prohibited words hasn't been made public, but I will ask Google about this instance. I'll add this to their workflow now. Please note I may not hear back, so keep your eyes on it.

If it hasn't been actioned in 7 days, let me know.

______________

If my response helped, please click "recommend” below. Thank you!

I am not a Google staffer; I volunteer assisting with Google Business Profile questions.

Last edited Mar 23, 2023

David Levin

Original Poster

Mar 23, 2023

Thank you Amy, I appreciate you taking the time to assist me and asking Google to review this item.

I should point out that the profanity bit is just the tip of the iceberg if you read the entire content of the post. Google's guidelines specifically state that the following items are prohibited (source):

Using Google products to attack other individuals or groups.
Content that is clearly and deliberately provocative.
Unsubstantiated allegations of unethical behavior or criminal wrongdoing.

The review in question not only contains profanity and name-calling but also implies that an individual is mentally ill and is discriminatory against those that have mental or psychological disabilities. The content is clearly provocative and makes allegations about the mental well-being of the business owner. The post does not describe a negative experience "in a respectful manner", per Google's own requirements.

I will follow up after 7 days if I don't hear anything.