topic Re: Reviews...a concern in Customer Care

Reviews...a concern

Mominohio — Tue, 15 Aug 2017 22:56:28 GMT

I have, over the years, written many reviews for QVC products I've purchased.

I've written many stellar reviews, and I've written a few one star reviews and many in between. I've always thought that Q was fair, and published my negative reviews just like my glowing ones.

But lately, I've written a few one or two star reviews, very respectfully, and listing all the concerns I have with the products. I even state the positive things I found with the products. Those reviews are not being published, and I have waited some time, and submitted another review, and those are not published either.

I'm beginning to think that for certain brands (especially those being presented by celebrities) Q is holding back showing the low star reviews.

Yes, there could just be a glitch in the system, but I'm having second thoughts about the honesty in QVC's review systems. First, they started letting people review items they never bought, now some of my low star or negative reviews are not being published.

Disappointed in this practice.

Re: Reviews...a concern

Kachina624 — Tue, 15 Aug 2017 23:08:12 GMT

@Mominohio I'm thinking you are discussing damaged goods when a review is supposed to be an evaluation of the proformance of a product. It should not include customer service issues.

I get it that this is theoretical and they print plenty of garbage that violates their own standards, people who've never touched the product write dumb reviews that are published. However, if asked I'm sure this is how they'd justify not printing yours. I write one-star reviews that get published but they're on merchandise, usually clothing, in good condition.

Re: Reviews...a concern

GSPgirl — Tue, 15 Aug 2017 23:34:32 GMT

@Mominohio wrote:
I have, over the years, written many reviews for QVC products I've purchased.

I've written many stellar reviews, and I've written a few one star reviews and many in between. I've always thought that Q was fair, and published my negative reviews just like my glowing ones.

But lately, I've written a few one or two star reviews, very respectfully, and listing all the concerns I have with the products. I even state the positive things I found with the products. Those reviews are not being published, and I have waited some time, and submitted another review, and those are not published either.

I'm beginning to think that for certain brands (especially those being presented by celebrities) Q is holding back showing the low star reviews.

Yes, there could just be a glitch in the system, but I'm having second thoughts about the honesty in QVC's review systems. First, they started letting people review items they never bought, now some of my low star or negative reviews are not being published.

Disappointed in this practice.

I completely agree with you. It needs to be more like Yelp. I still don't understand being able to leave a review (Slatkin Candles) when customers haven't revived the items yet. Hello...maybe his candles this time around aren't as nice as years ago. HSN does not allow you to leave a review until 5 days after you have purchased the item.

Re: Reviews...a concern

millieshops — Tue, 15 Aug 2017 23:43:14 GMT

I don't often check reviews, but today I read them for two different products from 2 totally different kinds of products. Both sets of reviews included highly negative comments. So while I understand that when we write a review, we want to see it in print, I'm not as concerned that they are editing out most of the negatives.

One product had more negative than positive reviews and the other had only a few negatives, but one of them hit on a fit issue that steered me away from the item even though the overall rating was 4+.

Re: Reviews...a concern

Perkup — Tue, 15 Aug 2017 23:53:20 GMT

I rarely write reviews unless something is either magnificent or a dismal failure. I don't think I have ever looked to see if any of the few I've written have been published. It isn't an ego trip for me either way. I write them mainly so that someone at the Q will read them and get the point I am trying to make about a product. I don't think my opinion or my thouhts on a product are really that important to anyone and I don't think I will change anyone's mind. Just MHO.

Re: Reviews...a concern

on the bay — Wed, 16 Aug 2017 00:35:01 GMT

@Mominohio-

I wrote a negative one star review for that bell door hangar of Valeries (for many reasons).

My first review was never posted. I thought about it and thought I wonder if its because I mentioned something in comparison or something aobut the box? I forget exactly what but I wrote it again just focusing on the product and why I didn't like IT. And that was posted-one star review and all. As were others that were just as negative with a one star.

What I don't like is when they present a "new" product which is not really new just a different color or configuration, like one more detail so they remove all previous reviews (which makes me think they weren't too good to begin with!)

Or removing something that sold out and not having any reviews for it just saying "sorry this has dol out and no longer available."

I wish they would tell us when a review is not accepted why it's not but maybe that takes too much time.

Re: Reviews...a concern

GCR18 — Wed, 16 Aug 2017 02:34:10 GMT

I wonder if the reviews go through a filter and are rejected if they have certain words. Words other than swear words.

Re: Reviews...a concern

tucsongal — Wed, 16 Aug 2017 06:34:47 GMT

I just read a negative review on the WWC TSV leggings. The reviewer didn't purchase them, just doesn't like leggings 😳

Re: Reviews...a concern

Mominohio — Wed, 16 Aug 2017 12:19:57 GMT

@Kachina624 wrote:
@Mominohio I'm thinking you are discussing damaged goods when a review is supposed to be an evaluation of the proformance of a product. It should not include customer service issues.

I get it that this is theoretical and they print plenty of garbage that violates their own standards, people who've never touched the product write dumb reviews that are published. However, if asked I'm sure this is how they'd justify not printing yours. I write one-star reviews that get published but they're on merchandise, usually clothing, in good condition.

It was never about damaged goods, they are about poor quality or defective goods, and there is a huge difference between the two.

Damaged means something happened in shipping to break or render the product unusable. like receiving a glass Christmas ornament that is shattered.

Defective means receiving something that came out of the factory a mess, like that same ornament is supposed to light up and run on a timer, but the timer doesn't work. Or it is supposed to be beautifully hand painted but has paint runs or spots on the ornament that are left unpainted.

Several of my reviews were on towels (the above is simply an example of the difference between damaged and defective).

In both cases (and different brands) I washed and used the towels, and in both cases, the towels had picks and runs and began to unravel (one brand fared much better than the other, though) after just one washing. That is a quality issue, poor materials used.

Each time, I had to submit the review more than once (after waiting several weeks in between, as they say it could take 5 days to appear), and on at least one review, it was never published. Other things have had similar results lately as well.

And as far as not evaluating damage in reviews, well, that just isn't correct either. Part of the purchasing experience is getting your product in good condition. And if it arrives broken, other consumers need to be aware, especially if there is a pattern of that, as the manufacturer may not be using adequate packaging, and they can't fix what they don't know.

And like my original post states, I have written low star reviews in the past that were published, but lately, it seems some of them simply 'disappear' once I hit submit (and more than once).

. . .

debic — Wed, 16 Aug 2017 12:29:18 GMT

It's always been how you say it. My last review was negative and it was posted. I've had several rejected, even good reviews. I reword and it gets accepted. Amazon is the same way.

Re: Reviews...a concern

Mominohio — Wed, 16 Aug 2017 12:45:31 GMT

@Perkup wrote:
I rarely write reviews unless something is either magnificent or a dismal failure. I don't think I have ever looked to see if any of the few I've written have been published. It isn't an ego trip for me either way. I write them mainly so that someone at the Q will read them and get the point I am trying to make about a product. I don't think my opinion or my thouhts on a product are really that important to anyone and I don't think I will change anyone's mind. Just MHO.

@Perkup

The sentence I highlighted in your post, I strongly disagree with (in a good way!).

People who write detailed reviews, concentrate on the quality and performance of a product, address any concerns with quality, workmanship, packaging, difference or similarities with other products from the same company or past purchases from the same line, in depth descriptions of colors, textures, any defects or any strengths of the product, really do assist people looking to buy a product.

The reviews I find useless are the three word kind that simply say something like 'I love it' or 'sending it back'.

Many people here look to reviews for some information about the product before purchasing. People who write as well as you do, and can address a subject with clarity and depth the way I've seen you post, have much to contribute to other customers (and QVC itself) in doing reviews.

Re: Reviews...a concern

Mominohio — Wed, 16 Aug 2017 12:48:03 GMT

@on the bay wrote:
@Mominohio-
I wrote a negative one star review for that bell door hangar of Valeries (for many reasons).
My first review was never posted. I thought about it and thought I wonder if its because I mentioned something in comparison or something aobut the box? I forget exactly what but I wrote it again just focusing on the product and why I didn't like IT. And that was posted-one star review and all. As were others that were just as negative with a one star.
What I don't like is when they present a "new" product which is not really new just a different color or configuration, like one more detail so they remove all previous reviews (which makes me think they weren't too good to begin with!)
Or removing something that sold out and not having any reviews for it just saying "sorry this has dol out and no longer available."
I wish they would tell us when a review is not accepted why it's not but maybe that takes too much time.

@on the bay

Agree! It might take too much time, I get that, but would be helpful if they at least kicked it back as refused, and we could try again.

I could accept the fact that some of these things get lost in transition, but in the last year, I've had it happen several times, and I just suspect there is a possibility that something is up with that.

Re: Reviews...a concern

Mominohio — Wed, 16 Aug 2017 12:50:01 GMT

@GCR18 wrote:
I wonder if the reviews go through a filter and are rejected if they have certain words. Words other than swear words.

Yes the do. Not sure if it is done electronically or by human eyes, but they are 'reviewed'. I've written a lot of reviews here, and I generally know what to avoid (that might keep it from being approved), and that is why if it doesn't get published, I try again, but some times I'm trying three times and nothing happens.

Re: Reviews...a concern

Tuppermore — Wed, 16 Aug 2017 13:42:34 GMT

Frequently, I purchase items before they air as a TSV. The item numbers are different when bought early. The Insider publishes numbers that are good until the item airs. I have written reviews for my early purchases. Some were 5 Stars and some were less positive. My reviews are published under the early order number. Then, they never show up when the date of the TSV occurs under a new item number. I like to know what people think of an item before ordering. Often, I have questions about the fit if it is a clothing purchase. If it is an appliance for my kitchen, I want to know how it operates, ease of use, and the quality. It seems that it would not be difficult to manage from an IT perspective, if the pre-purchase reviews are transferred to the new item number. I would find it extremely helpful. The result has been that I have chosen not to order several items because there were no reviews. Of course, the item will be presented in a positive light when it airs as the TSV. I want to know what real people who have purchased the item think before I buy it.

Re: Reviews...a concern

Alwaysshopping — Mon, 23 Oct 2017 21:11:19 GMT

I came across this thread because I searched for posts on reviews. I have been a Q shopper almost since the start. About a year ago I noticed my reviews don’t get published. As I like to see reviews regarding size, fit, etc. I try to share my opinion. I have no idea why my reviews don’t get published. I certainly have never been abusive or inappropriate. Tried a number of ways to contact Q and finally decided if they don’t value my opinion, they don’t value my custom. So, after 25 or more years and literally thousands of dollars it is time for me to shop elsewhere!