Point 1 - Users who provide a 4 star GOOD review actually results in your overall score being DOWNGRADED. Matirx should be 4 stars neutral, 5 stars increases your score and 3,2,1 downgrades. Most users expect a decent business to provide a fast service. The days of next day delivery after despatch being a "wow" factor is over. All decent retailers can do this now and it is now expected. So to get a 5 star review based on user getting an item super quick is harder as we, as good retailers do this in our sleep.
Trustpilot should accept this and in some ways take some accolades for it, as they have helped true retailers raise the game but to punish the retailer with a reduction in score for being GOOD is stupid.
Point 2 - NO UNDERSTANDING OF BUSINESS
Trustpilot uses a system to allow retailers to request a review guideline and in the interim period not show the review.
THIS IS FLAWED beyond belief.
a.) IF THE REVIEW has the slightest mention of a service complaint, the review stands, even if it is illegal or just wrong.
We have exmaples , albeit few, of low reviews for products we do not or have ever sold..
How does this end up on Trustpilot?
In our case we did supply the reviewer with goods, but the user obvoulsy ordered something else from elsewhere and got mixed up. No problem we thought., We submitted the review for evaluation and explained that we do not sell that product and suggested the above scenario. They came straight back and said the user provided an order number and the review stands.
Well he would have had one from us, and one form the other supplier.
But there is NO COMMON SENSE in Trustpilot. There lack of business understanding means they cannot get their heads around what can sometimes happen in business.
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