Yelp? More like Help!
July 6, 2015 1:57 PM Subscribe
I wrote a negative Yelp review of a business I went to about a year ago. Now they are emailing me and calling me at home to ask me to change my review. What is going on here?
I used a local business about a year ago. For the sake of argument, let's say it was an exercise studio where I had to buy a four-class pass. At the end of the four classes, I was in satisfied and upset and wrote a Yelp review stating my specific issues. I gave the business a generous two stars and outlined my problems in detail. It was not a general "This business sucks" review, nor did I think it was inflammatory. This is a specialized exercise studio and I would not be in need of their services again, nor any of their products.
About a month ago, I got a yelp email about my review from the owner's new "media consultant". The email asked me to set up a time to talk to the owner, so she could make "reparations" and then I could "correct" my review. The email also referred to my issues as "misunderstandings" -- the owner made racist remarks and cancelled class without warning and was completely disorganized and abrasive. It's not as if I stated the workout was 45 minutes when it was 60.
I ignored said email. Then today, I answered a random phone call. It was the media consultant, asking me to set an appointment with the owner to talk about my review. She once again mentioned "reparations" and "fixing" my review. I told her I wasn't able to talk at this time, and she asked that I be in contact.
I know I have no obligation to talk with this business, but I'm upset because they called my personal phone number, which means the owner used her business files to cross-reference the Yelp review (which, as you may know, is first name, last initial). When I checked back on the business on Yelp, it appears they are writing fraudulent reviews (three reviews were exactly the same, written under three different user names). They were all five stars.
Clearly the company is attempting to gain back some of the ground they've lost on Yelp. That's fine. But I feel they are harassing me by calling me at home and using private business info for inappropriate purposes.
Questions:
1. Can I report this to Yelp? Does it matter if I do? They seem not interested in helping customers.
2. Can I go back and add to my review to reflect this behavior? Is that too juvenile?
3. Should I be worried about this business owner going further? She has access to my home address, phone number and other sensitive information about me and my family.
4. Any scripts on what to say in my email to them?
I used a local business about a year ago. For the sake of argument, let's say it was an exercise studio where I had to buy a four-class pass. At the end of the four classes, I was in satisfied and upset and wrote a Yelp review stating my specific issues. I gave the business a generous two stars and outlined my problems in detail. It was not a general "This business sucks" review, nor did I think it was inflammatory. This is a specialized exercise studio and I would not be in need of their services again, nor any of their products.
About a month ago, I got a yelp email about my review from the owner's new "media consultant". The email asked me to set up a time to talk to the owner, so she could make "reparations" and then I could "correct" my review. The email also referred to my issues as "misunderstandings" -- the owner made racist remarks and cancelled class without warning and was completely disorganized and abrasive. It's not as if I stated the workout was 45 minutes when it was 60.
I ignored said email. Then today, I answered a random phone call. It was the media consultant, asking me to set an appointment with the owner to talk about my review. She once again mentioned "reparations" and "fixing" my review. I told her I wasn't able to talk at this time, and she asked that I be in contact.
I know I have no obligation to talk with this business, but I'm upset because they called my personal phone number, which means the owner used her business files to cross-reference the Yelp review (which, as you may know, is first name, last initial). When I checked back on the business on Yelp, it appears they are writing fraudulent reviews (three reviews were exactly the same, written under three different user names). They were all five stars.
Clearly the company is attempting to gain back some of the ground they've lost on Yelp. That's fine. But I feel they are harassing me by calling me at home and using private business info for inappropriate purposes.
Questions:
1. Can I report this to Yelp? Does it matter if I do? They seem not interested in helping customers.
2. Can I go back and add to my review to reflect this behavior? Is that too juvenile?
3. Should I be worried about this business owner going further? She has access to my home address, phone number and other sensitive information about me and my family.
4. Any scripts on what to say in my email to them?
This sort of behavior is so far over the line that it would make me very angry. Sounds like a new review is in order, not merely an addendum. Perhaps also some cc's to Consumerist, etc...
I wouldn't even bother speaking to the biz or it's media consultant again, unless it were to give them a little more rope by which to hang themselves.
posted by CincyBlues at 2:09 PM on July 6, 2015 [10 favorites]
I wouldn't even bother speaking to the biz or it's media consultant again, unless it were to give them a little more rope by which to hang themselves.
posted by CincyBlues at 2:09 PM on July 6, 2015 [10 favorites]
I would absolutely do #2. I would definitely want to know if a company hassled other customers in this fashion.
posted by Solomon at 2:10 PM on July 6, 2015 [16 favorites]
posted by Solomon at 2:10 PM on July 6, 2015 [16 favorites]
From the Yelp Support Center:
What should I do if a business tries to pay me in exchange for removing my negative review?posted by Little Dawn at 2:10 PM on July 6, 2015 [4 favorites]
Businesses shouldn’t be trying to pay people in order to remove negative reviews.
Please note that we probably won’t take action if it looks like the business is simply offering a refund to address a bad experience, but we do want to hear about instances where a corrupt exchange is proposed.
We’ll need hard evidence in order to take any action, so please contact our Support team and detail any proof that you can share.
The answers to 1 and 2 are unclear: they depend somewhat on whether you want to irk the company further. I have no insight as to whether you would want to do this or whether it would be justified.
The answer to 3 is no. Almost certainly, the only thing that the company cares about here is bad PR based on your review. The answer to 4 is "I have received your communications about my Yelp review. I do not wish to discuss this matter further. Please do not contact me again."
posted by Mr. Justice at 2:14 PM on July 6, 2015
The answer to 3 is no. Almost certainly, the only thing that the company cares about here is bad PR based on your review. The answer to 4 is "I have received your communications about my Yelp review. I do not wish to discuss this matter further. Please do not contact me again."
posted by Mr. Justice at 2:14 PM on July 6, 2015
When I checked back on the business on Yelp, it appears they are writing fraudulent reviews (three reviews were exactly the same, written under three different user names). They were all five stars.
I know someone who is a business owner using Yelp and they definitely do investigate and remove reviews that are flagged as fake. You could probably contact Yelp support and list the things above or minimally flag the posts you suspect are fake on the website, then refuse to interact with the media consultant and block their phone number if necessary.
posted by edbles at 2:25 PM on July 6, 2015
I know someone who is a business owner using Yelp and they definitely do investigate and remove reviews that are flagged as fake. You could probably contact Yelp support and list the things above or minimally flag the posts you suspect are fake on the website, then refuse to interact with the media consultant and block their phone number if necessary.
posted by edbles at 2:25 PM on July 6, 2015
Response by poster: I just checked their Yelp page and it looks like another bad review (this was a 1-star review) was recently removed. I have no way of knowing if the customer was appeased or bullied into removing her review, but it makes me more of the persuasion to out them in an addendum to my review.
posted by mrfuga0 at 2:27 PM on July 6, 2015 [30 favorites]
posted by mrfuga0 at 2:27 PM on July 6, 2015 [30 favorites]
This happened to me, with a local mattress place.
I updated the review to reflect as much. They tried even MORE to get me to take all of it down, and they were flagging the crap out of the review. I uploaded a copy of my receipt and was able to include enough documentation that it was considered a valid review.
This stuff makes me so mad -- even with Yelp's bananas business practices of their own.
posted by barnone at 3:18 PM on July 6, 2015 [3 favorites]
I updated the review to reflect as much. They tried even MORE to get me to take all of it down, and they were flagging the crap out of the review. I uploaded a copy of my receipt and was able to include enough documentation that it was considered a valid review.
This stuff makes me so mad -- even with Yelp's bananas business practices of their own.
posted by barnone at 3:18 PM on July 6, 2015 [3 favorites]
I would really appreciate reading an update like yours in a review. I do use Yelp and find it helpful, but unfortunately have also had experiences that make me question whether Yelp cares about consumers, or only the businesses that they make money from. Please definitely leave an updated review noting the harassment, and send another email to their consultant telling them to knock it off.
posted by three_red_balloons at 3:26 PM on July 6, 2015 [13 favorites]
posted by three_red_balloons at 3:26 PM on July 6, 2015 [13 favorites]
First, you should respond to the email and say:
"I am not interesting in having a conversation or revising my review. Please do not contact me again or I will report this to Yelp. In addition, please do not call me again - I did not provide my phone number for this purpose. I have edited my review to reflect that you contacted me like this."
Then report them to Yelp by flagging the apparently false reviews.
What they are doing is "normal" and considered "good practice" by many - they are trying to mend things with unhappy customers! A lot of times I see reviews that are edited to say: "After I wrote this the owner reached out and offered me a refund/gift certificate, and told me they were trying to train employees to be better at customer service. Impressed that they care enough to improve." or something like that.
posted by amaire at 3:29 PM on July 6, 2015 [17 favorites]
"I am not interesting in having a conversation or revising my review. Please do not contact me again or I will report this to Yelp. In addition, please do not call me again - I did not provide my phone number for this purpose. I have edited my review to reflect that you contacted me like this."
Then report them to Yelp by flagging the apparently false reviews.
What they are doing is "normal" and considered "good practice" by many - they are trying to mend things with unhappy customers! A lot of times I see reviews that are edited to say: "After I wrote this the owner reached out and offered me a refund/gift certificate, and told me they were trying to train employees to be better at customer service. Impressed that they care enough to improve." or something like that.
posted by amaire at 3:29 PM on July 6, 2015 [17 favorites]
This kind of thing is extremely common on Yelp - Businesses asking people to change reviews, writing fake reviews, paying fees to hide bad reviews.
I'd contact the local equivalent of the Department of Consumer Affairs and ask for their advice.
posted by kinddieserzeit at 3:53 PM on July 6, 2015
I'd contact the local equivalent of the Department of Consumer Affairs and ask for their advice.
posted by kinddieserzeit at 3:53 PM on July 6, 2015
Actually: I'd probably just email them back and say, "This is harrassment. I have made it very clear that I was not happy with my visit to your gym and that my review stands. Anything that you do to try to get me to change my review is bribery. Please stop contacting me, or you will be hearing from the [department of consumer affairs]." That will probably get them to back off and you won't actually have to get out the big guns yet.
posted by kinddieserzeit at 3:56 PM on July 6, 2015 [4 favorites]
posted by kinddieserzeit at 3:56 PM on July 6, 2015 [4 favorites]
You should also write a review of the Media Consultant.
posted by jeffamaphone at 4:15 PM on July 6, 2015 [19 favorites]
posted by jeffamaphone at 4:15 PM on July 6, 2015 [19 favorites]
Definitely flag the fake reviews. Something similar happened when I wrote a negative (but not scathing) review of a hair salon -- the stylist tried to counteract my rating by writing a five star review of herself that included a bunch of snarky comments about my review. I flagged it and Yelp took it down within a couple of days.
posted by darkchocolatepyramid at 5:04 PM on July 6, 2015 [5 favorites]
posted by darkchocolatepyramid at 5:04 PM on July 6, 2015 [5 favorites]
Noting this harassment in your yelp review will have unintended consequences. It will discourage people from posting negative reviews about the business (who wants to risk harassment?), thus assisting the company in its PR efforts.
posted by Quisp Lover at 10:47 PM on July 6, 2015
posted by Quisp Lover at 10:47 PM on July 6, 2015
I'd get them to put their request in an email and then forward that to Yelp.
posted by h00py at 7:56 AM on July 7, 2015 [5 favorites]
posted by h00py at 7:56 AM on July 7, 2015 [5 favorites]
This thread is closed to new comments.
1. Check if you have what's called a Community Manager for your town. Having a "local" to help out makes a huge difference in figuring out what to do.
2. Yes, I would certainly edit my review to note that this was done. It is not condoned as per Yelp terms and conditions for them to contact you directly and personally.
3. Have you asked them to stop? To me, this is harassment.
4. "I understand you do not agree with my opinion, but my opinion stands. Please stop contacting me directly or I will report you to Yelp for violating privacy rules."
PM if you'd like a little more help.
posted by HeyAllie at 2:08 PM on July 6, 2015 [53 favorites]