topic Re: Better Reviews? in Suggestion Box

Better Reviews?

1MrsT — Thu, 01 Sep 2016 19:40:50 GMT

I rely heavily on a well thought out, detailed review when buying anything online. Since I can't handle the product to check details like color or quality in person, getting a true sense from others who have, is invaluable to me.

Often people will complete reviews after simply watching a presentation. Other times they'll simply mention they like/dislike an item without WHY they feel that way. So I have pretty strong feelings on reviews that don't provide a lot of help in informing why a product did/did not work for them.

So today I go to write a review for a ring I ordered from another company and this message popped up:

"Sorry, but we can’t process reviews for items shipped fewer than 5 days ago. This gives you time to form a strong opinion about the product – which is why HSN customer reviews are so helpful! Please, try back in a few days."

Initially I was like WHAT??? But then I was pleased that a company is trying to improve the helpfulness of their reviews. Since we can't edit reviews after the fact, they're at least trying to make sure we've really used, tried out, and/or experienced the product before allowing us to write a review. It doesn't mean people still won't post a useless review, but at least it won't be a knee jerk LOVE IT/HATE IT review. Or at least that's my take on this...

Re: Better Reviews?

GATORGIRL — Thu, 01 Sep 2016 19:50:55 GMT

I have seen this message on the HSN site, too. My reaction mirrored yours, @1MrsT. It makes good business sense.

Re: Better Reviews?

Marp — Thu, 01 Sep 2016 19:55:14 GMT

It's about time Q also followed that practice. I would also like to be able to update reviews but not change the original. Something I am really happy with a month after receiving it might turn into a real dud in the second or third month.

Re: Better Reviews?

GATORGIRL — Thu, 01 Sep 2016 20:06:39 GMT

@Marp wrote:
It's about time Q also followed that practice. I would also like to be able to update reviews but not change the original. Something I am really happy with a month after receiving it might turn into a real dud in the second or third month.

Good point, @Marp. Sometimes, too, the quality of product devolves from the original order to a re-order. What I may have lauded in my original review of the item would certainly be less enthusiastically endorsed in such a case.

Re: Better Reviews?

itiswhatitis — Thu, 01 Sep 2016 20:13:22 GMT

@1MrsT wrote:
I rely heavily on a well thought out, detailed review when buying anything online. Since I can't handle the product to check details like color or quality in person, getting a true sense from others who have, is invaluable to me.

Often people will complete reviews after simply watching a presentation. Other times they'll simply mention they like/dislike an item without WHY they feel that way. So I have pretty strong feelings on reviews that don't provide a lot of help in informing why a product did/did not work for them.

So today I go to write a review for a ring I ordered from another company and this message popped up:

"Sorry, but we can’t process reviews for items shipped fewer than 5 days ago. This gives you time to form a strong opinion about the product – which is why HSN customer reviews are so helpful! Please, try back in a few days."

Initially I was like WHAT??? But then I was pleased that a company is trying to improve the helpfulness of their reviews. Since we can't edit reviews after the fact, they're at least trying to make sure we've really used, tried out, and/or experienced the product before allowing us to write a review. It doesn't mean people still won't post a useless review, but at least it won't be a knee jerk LOVE IT/HATE IT review. Or at least that's my take on this...

HSN' removes your reviews if you return a product. That makes no sense to me. At least here on the Q you can ask questions about a product before you hit that send to cart button.

We are never really going to imitate "being there." Nothing will replace the actual touch, look and inspection of a garment in hand. Just not going to happen. We can get close enough, but there is only so much an online television retailer can do.

Re: Better Reviews?

millieshops — Thu, 01 Sep 2016 20:22:45 GMT

Makes a lot of sense to me - although I doubt it's enough to get me to buy anything from HSN because I've already had my own bad experiences with that company.

Still - some reviews confound me. A few hours ago I was reading reviews for a cordless phone to replace my home phone. One of the 5-star reviews for one phone system gave all kinds of positive detail and then said, "No I would not recommend this to a friend." Huh? Makes no sense and I now I doubt the whole review!

BTW - my last 6 purchases from QVC I made without reading any reviews - and I kept all 6 and I like them all. Go figure.

Re: Better Reviews?

2blonde — Thu, 01 Sep 2016 20:24:44 GMT

@itiswhatitis wrote:
@1MrsT wrote:
I rely heavily on a well thought out, detailed review when buying anything online. Since I can't handle the product to check details like color or quality in person, getting a true sense from others who have, is invaluable to me.

Often people will complete reviews after simply watching a presentation. Other times they'll simply mention they like/dislike an item without WHY they feel that way. So I have pretty strong feelings on reviews that don't provide a lot of help in informing why a product did/did not work for them.

So today I go to write a review for a ring I ordered from another company and this message popped up:

"Sorry, but we can’t process reviews for items shipped fewer than 5 days ago. This gives you time to form a strong opinion about the product – which is why HSN customer reviews are so helpful! Please, try back in a few days."

Initially I was like WHAT??? But then I was pleased that a company is trying to improve the helpfulness of their reviews. Since we can't edit reviews after the fact, they're at least trying to make sure we've really used, tried out, and/or experienced the product before allowing us to write a review. It doesn't mean people still won't post a useless review, but at least it won't be a knee jerk LOVE IT/HATE IT review. Or at least that's my take on this...
HSN' removes your reviews if you return a product. That makes no sense to me. At least here on the Q you can ask questions about a product before you hit that send to cart button.

We are never really going to imitate "being there." Nothing will replace the actual touch, look and inspection of a garment in hand. Just not going to happen. We can get close enough, but there is only so much an online television retailer can do.

@itiswhatitis I didn't realize they removed the reviews if you return the item. That seems shady to me. Isn't that just another way to manipulate (remove the bad) reviews?

Re: Better Reviews?

itiswhatitis — Thu, 01 Sep 2016 20:27:15 GMT

@2blonde wrote:
@itiswhatitis wrote:
@1MrsT wrote:
I rely heavily on a well thought out, detailed review when buying anything online. Since I can't handle the product to check details like color or quality in person, getting a true sense from others who have, is invaluable to me.

Often people will complete reviews after simply watching a presentation. Other times they'll simply mention they like/dislike an item without WHY they feel that way. So I have pretty strong feelings on reviews that don't provide a lot of help in informing why a product did/did not work for them.

So today I go to write a review for a ring I ordered from another company and this message popped up:

"Sorry, but we can’t process reviews for items shipped fewer than 5 days ago. This gives you time to form a strong opinion about the product – which is why HSN customer reviews are so helpful! Please, try back in a few days."

Initially I was like WHAT??? But then I was pleased that a company is trying to improve the helpfulness of their reviews. Since we can't edit reviews after the fact, they're at least trying to make sure we've really used, tried out, and/or experienced the product before allowing us to write a review. It doesn't mean people still won't post a useless review, but at least it won't be a knee jerk LOVE IT/HATE IT review. Or at least that's my take on this...
HSN' removes your reviews if you return a product. That makes no sense to me. At least here on the Q you can ask questions about a product before you hit that send to cart button.

We are never really going to imitate "being there." Nothing will replace the actual touch, look and inspection of a garment in hand. Just not going to happen. We can get close enough, but there is only so much an online television retailer can do.
@itiswhatitis I didn't realize they removed the reviews if you return the item. That seems shady to me. Isn't that just another way to manipulate (remove the bad) reviews?

Yes. They also mute portions of live presentations because they lie so much (HSN).

Re: Better Reviews?

ChynnaBlue — Thu, 01 Sep 2016 20:31:31 GMT

There are pros and cons to that system. You've listed some great pros, so here are some of my cons:

1 - Because you have to purchase to review, the system needs to recognize your purchase. I've had it glitch and not let me write reviews for items in my history, even items with a Write a Review link on them. It wasn't a matter of timing, it simply never let me write a review, even when I came back days, weeks, months afterward.

2 - Because you have to buy that EXACT item number, you cannot write a review for the same product or set of products in a new configuration. QVC has the same item in many different configurations and the AD listing has a different item number than a single delivery. When I see items I've purchased in different configurations show up, I review the new configuration so people see reviews on items. I didn't technically buy THAT set, but I have 2 of every item in that set from other kits. QVC allows the review, HSN does not.

3 - You have to buy the item from HSN. If I buy the item from a brick and mortar store or any other website, I cannot review it on HSN. That's prevented me from leaving reviews for products I'm very familiar with but bought from another retailer. So now I can't tell anyone how great the item is OR warn them away from it because of where I bought it.

Re: Better Reviews?

vermint — Thu, 01 Sep 2016 20:35:34 GMT

The review system here is just nuts! I read so many reviews that say "I would've ordered this if it had such-and-such" or "I didn't order this because I thought it was too expensive, too ugly, etc.", and similar nonsense (bolding & italics are mine). Or "I just ordered this and can't wait to get it"!

My personal favorite? Someone wanted to know if a vendor had cancer or something because their voice sounded raspy and hoarse!!! Yes, really! I think it got through because the 1st words were "I love (product)", but the rest of it was asking about the vendor's health.

Those are NOT reviews of products!

We've complained and complained...and I've even reported "reviews that aren't really reviews", but QVC obviously does not care!

Re: Better Reviews?

chrystaltree — Thu, 01 Sep 2016 20:40:34 GMT

I look but just to see how many stars an item has. I just want a general idea of customer opinions. I never read actual reviews because I don't know the people who posted reviews. I don't know if they even own the item. It's personal opinion and you have to take anything said on faith. I don't have much faith in anyonymous statements. But, I do look at presentations and I do my measurements and I do know what fit looks best on me and I only buy shoes and clothing from 4 or 5 vendors. So, I pretty much know what I'm getting. I rarely have to return anything. I think that 5 day rule gives HSN time to verify that the person reviewing an item actually bought that item.

Re: Better Reviews?

MacDUFF — Thu, 01 Sep 2016 20:54:22 GMT

I would love it if a reviewer had to fill out a pre-checklist (for lack of a better word) before writing/submitting their review, including "what color did you get; what are your chest, waist, and hip measurements; what is your height; what size did you get."

Re: Better Reviews?

1MrsT — Thu, 01 Sep 2016 22:01:08 GMT

@millieshops just on a side note...I used to do a lot of shopping years ago with HSN...and now lately I've done a little more and I have to say, I've bought several sets of sheets (LOVED them), a Travel Smith Voyager Vest (strongly like) and a couple pieces of Jay King Rose Quartz pieces (like)...and their Customer Service blew me away. The sheets went on sale a week or so later and they refunded the difference without question. They had the travel vest listed as two items - same colors - but a limited amount of them were listed $10 cheaper. The color I wanted was sold out at the sale price, so I ordered the item under the full price #. I called them and they immediately credited my account the difference in price. Then on Jewelry, HSN had a code for $5 off per item if it was over $25 and I didn't see it when I placed the order (not use to looking for discount codes), but the next day I called - not expecting anything, but was hoping - and they credited me the $5 for both items. No hassle. Great Customer Service will get my business every single time. Lands' End is another one for great Customer Service.

Re: Better Reviews?

1MrsT — Thu, 01 Sep 2016 22:14:12 GMT

@Marp Amazon allows unlimited editing...and comments and questions of the reviews. It's extremely helpful.

***

In regard to reading reviews, I'll first check out the low reviews to see if there are any valid (to me) reasons for the low score. I'll discard any review that seems petty, or unrealistic expectations...or just seem "off".

I'm looking for a sense that the reviewer is trying to be helpful by providing things like sizing and fit (I measure and wear a size 9.5 Med shoe and that's what I ordered and this boot runs short), color (the red is a blue tone red), skin care (it broke me out, scent was unpleasant, saw no changes after a month), makeup (it settled into fine lines, broke me out, I'm fair and these colors seem more warm toned).

It's simply thinking about WHY it worked for you or not and then sharing these thoughts. Details matter.

Re: Better Reviews?

HiLo — Thu, 01 Sep 2016 22:35:59 GMT

@MacDUFF wrote:
I would love it if a reviewer had to fill out a pre-checklist (for lack of a better word) before writing/submitting their review, including "what color did you get; what are your chest, waist, and hip measurements; what is your height; what size did you get."

My main problem is when people comment about the sizing. Just because a medium fits poorly on one person doesn't mean it won't fit another medium. Perhaps one has a larger bust than I do but other measurements are the same. They will often only say "garment too small" but that comment alone won't help me determine if it will fit my individual body measurements; Perhaps that particular person needs to order according to the bust measurements provided rather than always go for a size medium. But then it may be too large in the other body areas.; there are a few who realize this and post accordingly.

In short, I think the comments above could help solve the problem.

Re: Better Reviews?

itiswhatitis — Thu, 01 Sep 2016 22:43:26 GMT

@1MrsT wrote:
@millieshops just on a side note...I used to do a lot of shopping years ago with HSN...and now lately I've done a little more and I have to say, I've bought several sets of sheets (LOVED them), a Travel Smith Voyager Vest (strongly like) and a couple pieces of Jay King Rose Quartz pieces (like)...and their Customer Service blew me away. The sheets went on sale a week or so later and they refunded the difference without question. They had the travel vest listed as two items - same colors - but a limited amount of them were listed $10 cheaper. The color I wanted was sold out at the sale price, so I ordered the item under the full price #. I called them and they immediately credited my account the difference in price. Then on Jewelry, HSN had a code for $5 off per item if it was over $25 and I didn't see it when I placed the order (not use to looking for discount codes), but the next day I called - not expecting anything, but was hoping - and they credited me the $5 for both items. No hassle. Great Customer Service will get my business every single time. Lands' End is another one for great Customer Service.

Their Customer Service is to be lauded. That's about where it ends with HSN. They give scant information about the products in many cases and lie every chance they get to sell some jewelry.

Re: Better Reviews?

Gram W — Thu, 01 Sep 2016 23:32:17 GMT

I now read all reviews regardless of stars because there are some people who give 4 or 5 stars to the designer but they did not like the garment. "I have a closet full and have been a customer for.......". To me we are reviewing the product, not the designer. If you love the item and have to return because of your body proportions please say so. If the garment itself has a problem please state what the problem is. The buyer is looking for true to chart size, quality of material, is the color as presented, etc. We often do not get this information from the hosts. I do give Angel credit for the information she gives. Almost always she reminds us her garments are short not petite, states her size and did she go up or down, she will ask the models for the same info, etc. Most Quacker is not my style but I watch to get actual size info on the models. I am 5'4" and XL in most clothes. I do not wear fitted. Angel is 1 of the few people who is close to the average size. If I am looking to put on wish list all models are great but if buying I need as much info as possible as the 2 charts provided aren't always accurate.

Re: Better Reviews?

Moonchilde — Fri, 02 Sep 2016 01:14:10 GMT

I don't mind where the reviewer bought an item, as long as they bought *and used/wore it*, or if it was a gift, that the recipient *told* the reviewer what they thought.

It might help SOME (nothing will truly wipe out stupid non-reviews) if, when a person clicks on "write a review" a very obvious, unmissable message comes up that says something like "DO NOT REVIEW this item if you have not purchased it AND used it" so they can't avoid having read it before they start.

It would also help if QVC would delete these reviews when they're reported, but as it is, reporting them is a waste of time.

Re: Better Reviews?

Kachina624 — Fri, 02 Sep 2016 01:27:08 GMT

My reaction to that HSN message: to heck with it, I'm not returning to this product again. I move on. When I get a new piece of jewelry, I know instantly if I like it. It doesn't take me 5 days to decide.

Re: Better Reviews?

millieshops — Fri, 02 Sep 2016 01:50:45 GMT

@1MrsTGlad they have improved. My issue always is with what they sell. I didn't like the quality of much of anything I tried. I had several pieces of jewelry that were poor, a skincare kit that smelled so awful I couldn't even use the creams on my feet or legs, and even Joy's huggable hangers haven't held up nearly as well as the cheaper version I bought at Costco.