Some Facebook Pages are missing Reviews

Filed in Social Media, Word of Mouth by Matt McGee on October 24, 2017 24 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 (24)

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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…

  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/

  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

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