Personally, I point out that we don’t have the person in our records at all and that nobody in the salon has any recollection of their visit. I also ask, “Are you certain it was our salon you visited?” Sometimes, people legitimately do leave bad reviews on the wrong pages, especially if the salon has a super common name (for example, “Polished,” “[Town Name] Hair Salon,” etc.). Cast doubt on the legitimacy of the review. Ask for specifics about their visit–when did they come in, who did they see, what services did they have done? A troll reviewer usually won’t bother to reply–because they can’t. A real person who left a bad review on the wrong salon’s social page will often retract it, especially if you can link them to the other business (or businesses) with the same or similar name that they’re likely looking for.