B&H Photo notified before review published

[Joe4570]

I know there is a 48 hour delay in posting reviews of retailers, but that doesn't explain why a subject retailer would be advised of a negative review in advance of it appearing on this web site.

B&H Photo was reported as providing extremebly poor customer service, complete with a very straight forward description of the circumstances, dates and invoice numbers. The review was not overly critical, the problem was well documented and B&H was given credit for the areas where they performed well. Today, before the review appeared, I was contacted by B&H via email with their idea of a resolution, "We notified the manufacturer and will let you know as soon as we hear something" and then had the nerve to ask us to upgrade our review based on this action(?) being taken.

Why is resellerratings giving businesses this type of access to reviews before they are published and why would they condone retailers pressuring customers before a problem has been tangibly resolved? Is anyone else having a similar problem with resellerratings?

[nomaxim]

Hi Joe4570,
RR does not function as a mediator as far as complaints are concerned. If you have a matter that you feel requires meditaion then I suggest that you file a complaint with the BBB. BBB file for B&H Photo.

A complaint with the BBB usally takes 30-35 days.

[Socalgal]

The purpose for letting stores see reviews before they are published is so the store can act quickly to resolve a customer's complaint. The 48-hour timeline impels the store to react promptly to resolve complaints, because they know customers can edit or update their reviews at any time.

The goal is a win-win; customers get prompt attention and hopefully complaint resolution where they might otherwise be ignored, and merchants can get a better public rating if they satisfy their customer.

Merchants should never ask customers to change or remove a negative review or to enter a positive review - they should only inform the customer that they have the ability to edit or update their review at any time.

[Fuerza]

I absolutely agree with you Joe. When I post a review with any of the online consumer reporting websites, the last thing I want is a merchant contacting me and trying to make nice because they are about to receive a less than stellar review. In my opinion, they already had their chance to offer excellent customer service and dropped the ball. Now, it is my turn to speak.

My suggestion would be to ignore their emails or tell RR that you do not authorize them to disclose your private email address to others - including vendors. Nomaxim's idea of filing a complaint with the BBB is one that I would also recommend.

[Admin RR]

Originally Posted by Fuerza

When I post a review with any of the online consumer reporting websites, the last thing I want is a merchant contacting me and trying to make nice because they are about to receive a less than stellar review.

Then you're abnormal and you just like to complain for complaint's sake. Most people want to get their money refunded, receive their order, get an apology, get a discount on a future order, get their shipping fees refunded -- whatever the merchant is offering to make things right, and ResellerRatings acts as a catalyst to make that happen. If the merchant didn't receive a copy of your review, then they wouldn't know about it -- it's the same though as if they just went to our site 48 hours after your review is posted, no difference.

Originally Posted by Joe4570

I know there is a 48 hour delay in posting reviews of retailers, but that doesn't explain why a subject retailer would be advised of a negative review in advance of it appearing on this web site.

You are not disadvantaged in any way by the 48 delay and we are up front about the fact that we alert merchants about reviews that are posted - the delay is part of our merchant member program which we publish on our homepage (https://www.resellerratings.com/merchant_members.pl). This is also disclosed on our survey page (Store Ratings and Reviews by Real People - Trusted Online Shopping), "This company DOES actively participate at ResellerRatings to resolve customer issues." Your review will appear in 48 hours, period. Your email address is never revealed to the merchant. The 48 hour period simply gives the merchant the ability to make things right, resolve issues, and satisfy the customer. I can't believe that you're finding fault in that process. If B&H had responded more favorably to your review, you wouldn't be complaining.

Most people are ecstatic to learn that simply by posting a review to ResellerRatings complaining about an unresolved issue, the retailer will then bend over backwards to satisfy them. If the retailer hasn't satisfied you, then that's their problem and mistake, and they're going to have to live with your bad review.

There's nothing the retailer can do to stop your review from being posted. They can't block it. They can't edit it. They can't force you to change it, you're in control of your review. We never reveal your email address to the merchant as Fuerza incorrectly alleged. If they didn't fix your issues and make you happy, then by all means do not change your review.

ResellerRatings is the best, most impartial resource there is and all of our policies have been designed to help you, the consumer, to a) discover the reputations of retailers before you shop, and b) give you a recourse to complain and, through our Merchant Member program (ResellerRatings Merchant Members List), get the attention of a merchants who might otherwise be ignoring you.

The craziest part of your animosity is how you carelessly direct it at the best consumer reviews resource on the web and one that fights so relentlessly to support you and to protect your voice. While we welcome suggestions, what I'm reading here is overly harsh criticism towards our whole site due to your opinion about one single aspect of our site. You should be thankful that you have such an impartial and helpful resource to turn to because if we weren't here, the only resources you'd have to know where it was safe to shop would be the BBB (where you can't read any reviews and they don't allow any kind praise at all, only complaints), ripoffreport (where the owner accepts large cash payments to endorse bad companies), price engines like pricegrabber/etc which only list stores that pay them and often remove reviews upon request.

You should be working to help make ResellerRatings better and to support the site, not bashing it and trying to harm it. You may not agree with 100% of our policies but at our core, we are exposing good and bad merchants with accurate reviews and fighting for consumers' right to speak out and you should get behind that.

[Joe4570]

Not really. When a reseller has had four opportunities to correct a problem and has elected not to act, they do not deserve an opportunity to block a publis statement. In the case of B&H, on resellerratings I see a long flawless list of comments that are nothing more than sales slogans, posted by newly registered reviewers, most with only a single review. What I attempted to do is let other's know of my experience and take it for what it is worth as a precaution when they are buying. If the site is not a review site, I think you should clearly state your process so people understand the situation. Your comments are condescending and unprofessional and actually, you sound as obnoxious as B&H Photo.

Originally Posted by Admin RR

Then you're abnormal and you just like to complain for complaint's sake. Most people want to get their money refunded, receive their order, get an apology, get a discount on a future order, get their shipping fees refunded -- whatever the merchant is offering to make things right, and ResellerRatings acts as a catalyst to make that happen. If the merchant didn't receive a copy of your review, then they wouldn't know about it -- it's the same though as if they just went to our site 48 hours after your review is posted, no difference.



You are not disadvantaged in any way by the 48 delay and we are up front about the fact that we alert merchants about reviews that are posted - the delay is part of our merchant member program which we publish on our homepage (https://www.resellerratings.com/merchant_members.pl). This is also disclosed on our survey page (Store Ratings and Reviews by Real People - Trusted Online Shopping), "This company DOES actively participate at ResellerRatings to resolve customer issues." Your review will appear in 48 hours, period. Your email address is never revealed to the merchant. The 48 hour period simply gives the merchant the ability to make things right, resolve issues, and satisfy the customer. I can't believe that you're finding fault in that process. If B&H had responded more favorably to your review, you wouldn't be complaining.

Most people are ecstatic to learn that simply by posting a review to ResellerRatings complaining about an unresolved issue, the retailer will then bend over backwards to satisfy them. If the retailer hasn't satisfied you, then that's their problem and mistake, and they're going to have to live with your bad review.

There's nothing the retailer can do to stop your review from being posted. They can't block it. They can't edit it. They can't force you to change it, you're in control of your review. We never reveal your email address to the merchant as Fuerza incorrectly alleged. If they didn't fix your issues and make you happy, then by all means do not change your review.

ResellerRatings is the best, most impartial resource there is and all of our policies have been designed to help you, the consumer, to a) discover the reputations of retailers before you shop, and b) give you a recourse to complain and, through our Merchant Member program (ResellerRatings Merchant Members List), get the attention of a merchants who might otherwise be ignoring you.

The craziest part of your animosity is how you carelessly direct it at the best consumer reviews resource on the web and one that fights so relentlessly to support you and to protect your voice. While we welcome suggestions, what I'm reading here is overly harsh criticism towards our whole site due to your opinion about one single aspect of our site. You should be thankful that you have such an impartial and helpful resource to turn to because if we weren't here, the only resources you'd have to know where it was safe to shop would be the BBB (where you can't read any reviews and they don't allow any kind praise at all, only complaints), ripoffreport (where the owner accepts large cash payments to endorse bad companies), price engines like pricegrabber/etc which only list stores that pay them and often remove reviews upon request.

You should be working to help make ResellerRatings better and to support the site, not bashing it and trying to harm it. You may not agree with 100% of our policies but at our core, we are exposing good and bad merchants with accurate reviews and fighting for consumers' right to speak out and you should get behind that.

[lenjack]

No...my recent review related to the 13th time I've dealt with B&H. It was a highly favorable review because the sales experience was exemplary, as have been all the previous ones. There was one tiny glitch a few years ago, which was immediately attended to and fixed when I brought it to their attention. This is not a sales slogan. Also, be aware that you can only submit ONE review for a merchant. I would submit others if allowed.

[Socalgal]

It's true that only one review instance per person per merchant is permitted, but you may update your existing review to reflect a new transaction. Just log into your review, enter the new invoice number, and enter your survey responses and amend or append your written opinion to reflect your latest opinion.

[Socalgal]

Originally Posted by Joe4570

... In the case of B&H, on resellerratings I see a long flawless list of comments that are nothing more than sales slogans, posted by newly registered reviewers, most with only a single review.

The fact that many reviewers come and submit only a single review does not mean that they are not legitimate.

Originally Posted by Joe4570

When a reseller has had four opportunities to correct a problem and has elected not to act, they do not deserve an opportunity to block a publis statement

[...]

What I attempted to do is let other's know of my experience and take it for what it is worth as a precaution when they are buying.

Again, your review WILL be displayed if you are a purchase customer and have complied with all 15 policies.

Merchants will always try to have negative reviews removed but only you decide if that happens. We want all legitimate reviewers' voices to be heard and their reviews to be seen - that's the purpose of our site.

The only conditions that can cause your review to be removed is if it fails to comply with our policies. We even attempt to contact users so they can bring their reviews into compliance when a merchant tries to have a review removed. Not many sites (if any at all) care about that or have our level of consumer concern and integrity.

[michaels39]

I honestly don't see the problem here,if the OP wasn't getting action on his complaint until the vendor saw his review,I'd say the system worked.And no vendor can "block" a review,or try to use bribes or pressure to have a customer change it.I assume there's a punishment for those who try it,certainly when such behavior is revealed I scratch that vendor's name off my shopping list!