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Mr. Borker claimed that he purposely shouted at and frightened some of the customers at DecorMyEyes.com because the online complaints actually worked in his favor in Google search results.
In essence, he claimed, Google’s search engine is unable to tell the difference between positive posts and withering online critiques. Therefore, the more complaints posted about Mr. Borker’s site, the more likely customers would be to find his store ranked high on a Google search, which yielded him more revenue.
We were horrified to read about Ms. Rodriguez’s dreadful experience.... Instead [of simply blocking him] ...we developed an algorithmic solution which detects the merchant from the Times article along with hundreds of other merchants that, in our opinion, provide an extremely poor user experience....