3 years ago
Before I go into the reason behind my review, I wo...
Before I go into the reason behind my review, I would like to point out that I'm an active user of not only Google's free products but also their paid ones. I actively use google ads, AutoML, and have a google one subscription. I use several of their free products, but the one I would like to talk about is Google My Business (GMB).
64 days ago one my of verified and actively managed business listings was marked as a "Duplicate". A completely unrelated business (eyebrow salon) created a listing. We were forced to reverify our listing (grocery store). However, the salon has all of our customer photos and 1000+ reviews. After multiple email exchanges and phone calls with GMB support and spending over a dozen hours completing the tasks they asked of me, they said they found out our problem arose because of a technical issue. It now looks like the tasks they had me complete were absolutely useless. That was 43 days ago.
They told me to wait 7 days for the issue to be resolved. I politely waited and asked for an update. GMB support sent the exact same response back. I've sent them an email about every week since asking for an update or some sort of explanation, but they have not responded.
Our business has not been showing up in Google Maps correctly for over two months. Now I understand that GMB is a free service, but it feeds information into google's navigation products. These products account for over 75% of navigation app usage. So our business has no choice but to use GMB (as I pointed out we were already verified and actively managing it by responding to reviews, making weekly posts and uploading photos). GMB support has not resolved our problem and judging from the lack of communication, they are not even working on it.
Google controls so much of the market but has some of the worst customer support in existence. At this point, a Teddy Rosevelt style bust would be useful.