Some Facebook Pages are missing Reviews

Filed in Social Media, Word of Mouth by Matt McGee on October 24, 2017 38 Comments

UPDATE, AUGUST 24, 2018: Facebook is in the process of changing from “reviews” to “recommendations,” so numbers and other reporting may be off. For more information about this change, I highly recommend Aaron Weiche’s explainer article on GetFiveStars.com.

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I keep hoping Facebook would just fix this problem and let me off the hook for having to blog about it, but after two weeks or so, it doesn’t look like that’s gonna happen.

It was a couple weeks ago when I noticed that all of the reviews had gone missing from my wife’s Facebook Page. As I recall, she had about 10 glowing reviews on her Page with an overall 4.9 star rating. When I’d try to visit the dedicated sub-page for Reviews, Facebook would show this “content isn’t available” message:

Not only had the reviews gone missing, but the Reviews tab disappeared from her Page’s navigation and there was no option in Settings to return that tab.

There’s never a good time for this kind of thing to happen, but in our case the reviews disappeared right as we were ready to start a steady campaign to increase her review profile across the web. She’s using a new customer management platform and we’d created a handful of stock emails that would be sent out to past clients to invite them to leave reviews on several different sites — Facebook included. And given Facebook’s ubiquity, that seems to be the platform where we’d find the least resistance to posting a review. Everyone is on Facebook, after all!

Facebook seems to know about the problem. There are numerous threads about the missing reviews in the Page help forums; here’s one where the original post is two years old, but there’s been a flurry of “it’s happening again” posts in the past couple weeks. There’s a similar thread in the Facebook developers’ forum where at least one Facebook employee has posted — with a bit of frustration, it seems — that the board is for developer issues, not Page owners’ issues.

What’s odd is that the problem isn’t consistent across desktop and mobile. On desktop, I see nothing — no reviews, no Reviews tab, etc., as described above. But on mobile, her Page shows the Reviews tab and has the shell of the reviews … but each post is completely empty, as you see here:

At this point, I’m beyond frustrated. Word-of-mouth marketing is bread and butter for real estate agents and Facebook is an incredibly important visibility platform. I’ve used the “Report a Problem” option that shows up when you click the little question mark in the upper right of Facebook’s nav menu. Hopefully many other Page owners are doing the same. And hopefully Facebook will listen and fix this sooner rather than later.

Page owners: Are your reviews also missing? Is it the same on desktop and mobile? Very curious to know what others are seeing. Please comment below.

Update:

As of today (Monday, October 30), I’m seeing the reviews again on my wife’s Facebook Page. The tab is there, content is there, etc. Hallelujah!

Comments (38)

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  1. Spaan PT says:

    As a Personal Trainer based in The Netherlands, I checked Facebook yesterday and found out we’ve dropped from 83 reviews to only 74 reviews. Both desktop and mobile device gave the same statistics. Whereas I first thought that some people might have deleted their review (although, considering the huge drop that would be very unlikely), I just noticed today that we’ve now only got 59 reviews. Almost 30 reviews have gone missing! Can anyone please help me out?? :’( I haven’t changed anything about the settings – they seem to have disappeared just like that…

    • We have had the same problem dropped from 60 reviews down to 45 on Facebook

      • Jackie says:

        Kim, You just commented yesterday…I had 75 yesterday I checked my review and then now down to 60. Review is a review…

    • Jackie says:

      Same here…I listed all the names and dates when they posted review in my page and some of them are gone….you can’t even contact facebook…no solution…

    • Tom says:

      Same here – 124 down to 48 a couple of days ago, and no settings changed on our part. I wonder what’s going on?

    • Jackie Higgins says:

      I have this exact problem today except I counted my reviews it said I have 15 review with my star rating having dropped down from a 4.7 from the weekend to a 4.5 today and when I counted my reviews I still have 22 reviews up

      • Caireen BRUCE says:

        Hi Jackie , mine dropped from 4.9 to 4.7 in 2 weeks . It’s just not reliable and I’m considering deleting that section and just screenshot the ones I have left . It’s really bad . I’ve also for reviews from people that have never met me so they’re not even realistic either . It’s my livelihood that’s being messed with here . Absolute joke

  2. Jackie says:

    To add with that comment, I haven’t change any in my setting.

  3. Shameela says:

    I had 120 reviews. Yesterday it shows only 70!!! What can we do to get Facebook to resolve this issue

  4. Julia Cotton says:

    Sam here I went from 100 hard earned 5 * reviews to just 65 overnight!! I have messaged Facebook about 3 days ago and heard nothing. As a small business these reviews are so important

  5. Kerra says:

    Not only have I lost 15 -20 reviews but my review breakdown is showing reviews I’ve NEVER received 2’s, 3’s and an addition 4. My rating went down from 4.9-4.5. I’m a childcare and it’s effecting my potential business. I can’t see any way to contact FB either.

  6. Matt McGee says:

    For a couple days this week, my wife’s Page had an indicator that said “6 reviews” — but all of her reviews were actually on the Page still, they just weren’t being included in the count that FB shows to visitors. Are you guys sure the actual reviews are gone? Or is it just the number they show that’s wrong?

    (BTW, my wife’s Page is now back to normal with the count showing the correct number.)

  7. Mindy says:

    Our page has gone from 236 down to 216! So frustrating you can’t get any help from Facebook!

  8. Kim says:

    Same ~ missing numerous relevant reviews , on all devices . The review count us the same yet the actual reviews are missing !
    WTH Facebook – and no response from you ever , with many an attempt

  9. Annette says:

    Hi,

    Same problem and extremely annoyed at it!
    Trying to start new business an only got 5 reviews…suddenly 2 gone! Everytime someone posts now its gone next day, Who do we talk to about this as i reported it to facebook with no reply.

  10. Barbara says:

    Like you, for my client’s Facebook page, Reviews are not showing up on the tab options. She is also a real estate agent and of course reviews are crucial. Amazing.

  11. Kate says:

    All my reviews have disappeared.
    Really annoying.

  12. Tammi Foster says:

    Has this been resolved! The same has happened for me????

  13. We lost 165 5* reviews last year and clawed back up to 235. They disappeared to leave 44. No idea what is happening but extremely frustrating. No response from Facebook.

  14. lisa says:

    Missing reviews too and my rating dropped overnight from 5 to 4.8.

  15. I’ve just started a business page and my reviews don’t show up. Is this a problem that has reared up again?? so frustrating. I’ve spend soooo much time trying to rectify this. I’m really disappointed. Is there any new/up to date news on this subject?

  16. karen maher says:

    I am the same on my buisness page all my reviews have dissapeared. I have worked years building these up and they are a huge help to future clients deciding to book me. I had over 150 5* reviews all gone, has anyone found a solution?

  17. Amy says:

    I too have had all of mine disappear? So disappointed! How can this be fixed??

  18. Matt McGee says:

    Facebook is in the process of changing from “reviews” to “recommendations,” and that seems to be impacting numbers. See this article for more info: https://www.getfivestars.com/blog/a-big-change-to-facebook-reviews-5-stars-now-recommendations/

    • Caireen BRUCE says:

      Recommendations will never work due to irrelevant audience just pressing don’t recommend just to be nasty and vindictive . I have a nail business which has been affected by woman doing this . My review fell from 4.9 to 4 7 . It’s just not working and I feel vulnerable to the masses

  19. Daniel says:

    I had all 24 of my reviews become inaccessible in the past month. No idea where they went. They were all detailed testimonials and I’m extremely disappointed to have lost them. I’ll be following this thread to see if anyone finds a solution.

  20. Mrs M Rangwala says:

    I also have 21 reviews dropping from 50. So annoying x

  21. Following this thread/same issue.

  22. Patryk Z says:

    Same here … 178reviews dropped to 108 over night…
    Very annoying especially when u work so hard…
    I hope FB solve the problem soon.

  23. Herman Veen says:

    We spent a huge amount of effort and time to get to 110+ 5-star ratings and we lost 50% overnight 🙁 THIS IS TERRIBLE FACEBOOK

  24. Lisa says:

    I was so sad as one of my reviews was from a client who was so kind. Then I noticed if you go to the admin section and look under reviews, it says hidden and there is no way to unhide it. And yet I got another recommendation today and its shows up on the page even though it says it is also hidden. After reading other peoples dilemas, I suggest we get our reviews through google. Its unfortunate that we need reviews and I hate asking for them, so I certainly dont want to lose the few I do have.

  25. Rachel Bridgeman says:

    Suddenly people are unable to leave a review on my web page. Anyone have any suggestions?

  26. Kim says:

    Same thing happened to me. I lost 25 5* reviews that it took me a year to get. No response from Facebook. Disappointing.

  27. hi same problem, clients leaving reviews but my rating numbers are not increasing. Have given up chasing up facebook.

  28. Caireen BRUCE says:

    I’m so disappointed in this new system . My business ratings have fell from 4.9 to 4.7 within 2 weeks . Recommendations are left to the masses who have never met me or will ever have a nail session with me so my business online is looking like it’s sinking when infaxr it’s been better than ever. Get this fixed Facebook or im deleting my page. I’ve worked hard over 10 years and won’t have these mistakes ruining my career ☹️

  29. Sue says:

    I just launched my page and got some lovely reviews, saw them in the Notifications tab, clicked to post them to my page and then they disappeared. So I’ll not be soliciting reviews for my FB page going forward, only testimonials for my website. Too bad.

  30. Heather Home says:

    Thank you so much for blogging about this. I was feeling very confused and frustrated. I’ll be sure to send in Feedback to Facebook regarding this issue — the more voices the better.

  31. Corbens A says:

    We sadly have the same issue. Some of our reviews has disappeared completely and new ones are not showing. I have reported this the FB via support for over two months and nothing.

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