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Bad Manners and Brimstone
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#Post#: 32478--------------------------------------------------
Internet Review Issues
DIR By: Victoria
Date: June 7, 2019, 9:27 am
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I subscribed to Subscription Box off and on, very sporadically,
for a couple of years. I recently signed up for four weeks'
worth of their service.
I quickly started having logistical issues. Their private
shipping service has been unprofessional about things like
dumping boxes in the smack middle of my apartment complex's
outdoor porch, and delivering the boxes exactly where I asked
one day, then claiming not to be able to find that spot for the
next delivery. I have also had several items missing from
Subscription Box over the course of the four weeks. All items
were promptly refunded, but I also became very tired of being on
edge and feeling compelled to do a full audit of the boxes as
soon as they were delivered.
I wrote a long internet review. I said that my opinion was
generally positive and that their products have definitely
improved, but I also laid out a list of things I liked and
didn't like. After I left the review I received a call from Head
of Customer Service (who said that she had seen the emails, then
the internet review, and deduced from the location that it was
me), and that she was calling to check in and apologize for the
repeated logistical issues. We briefly touched on some of the
things I mentioned in my review, and she actually addressed a
couple of points that I had made. Subscription Box is going to
implement a user-facing change because it was mentioned in my
review, and there was one part of the review where my assumption
was wrong, and they can provide something I didn't think they
could. Customer Service Head tried to upsell me on Premium
Subscription Box (which I don't necessarily blame her for) and I
said I would think about it and that it wasn't really an option
for me at this time. Overall, I left the phone call feeling
happy and like my shipping frustrations were heard. I thought it
was a nice gesture from Subscription Box.
Then the email arrived. And it thanked me for the call and said
"Since we have so many clients who read these reviews before
purchasing, if you feel like we adequately answered all of your
questions/concerns, we would be so grateful if you could amend
or remove your review."
I'm feeling a little stuck about the best way to respond. On the
one hand, I now feel like the whole call may have been them
trying to establish goodwill before The Big Ask of amending or
removing my review. On the other, their customer service has
been lightning fast and I can tell that they genuinely care
about giving out refunds and will do it with no questions asked.
But at this point (my latest Subscription Box had another item
missing) if I were to amend my review it would be with the same
rating level because the product is good, but the frustration of
delivery and logistics makes it almost not worth it.
I have a few options here: I could amend the review and not say
anything to Customer Service Head. I could email her and explain
all of the above, or I could just do nothing. I am also mulling
over the possibility of mentioning in the review, for the sake
of transparency, that I was asked to amend or remove it, but
doing another line-by-line and going through everything that was
addressed. I had also thought about sending Customer Service
Head an email with my amended review before actually posting it,
and explaining that I felt the rating needed to be the same at
this time due to the frustrations I experienced. I know that
what Customer Service Head really wants is a bump up in the
actual rating, but I'm not willing to do that at this time. (I
posted this here and not tecnoquette because I feel like this
isn't necessarily an internet issue per se, but I understand if
it needs to be moved.)
#Post#: 32481--------------------------------------------------
Re: Internet Review Issues
DIR By: Victoria
Date: June 7, 2019, 9:53 am
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--- Quote from: Lexophile link ---
>
> I would wait and see if they actually solve your problems
first.
>
> Some people are really good at interfacing with clients and
making them feel heard. It sounds to me like the people who
actually provide the service are not. I've had customer service
reps promise me the moon only to not actually be in a position
to deliver. Some parts of the system are out of their control.
>
> Many businesses nowadays work on the cynical principle that
frustrated customers eventually just give up and they can
continue business as usual without any consequences. That review
is your leverage. I'd make them prove themselves before taking
it down.
>
--- End Quote ---
I should have made this more clear, sorry. This is the final
week of Subscription Review Box before my subscription lapses. I
have received refunds for the inconveniences/missing items
already. But I don't feel like I'm in a position to leave them a
glowing, five-star review, simply because I needed the items in
the Subscription Box when I needed them, and had to go out of my
way to replace them when they weren't there as planned.
#Post#: 32487--------------------------------------------------
Re: Internet Review Issues
DIR By: Amara
Date: June 7, 2019, 10:37 am
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Since your subscription is ending soon, I'd amend the review to
include the latest information but no changes that they say are
coming. The amendment would say, basically, what you said above
but with a couple of minor changes. Like this:
--- Quote ---
> Subscription Box called me after I left the above review and
is going to implement a user-facing change because it was
mentioned in my review. There was one part of the review where
my assumption was wrong, and they can provide something I didn't
think they could. The Customer Service Head tried to upsell me
on Premium Subscription Box (which I don't necessarily blame her
for) and I said I would think about it. Overall, I left the
phone call feeling happy and like my shipping frustrations were
heard. I thought it was a nice gesture from Subscription Box.
>
> Then an email arrived. It thanked me for the call and said
"Since we have so many clients who read these reviews before
purchasing, if you feel like we adequately answered all of your
questions/concerns, we would be so grateful if you could amend
or remove your review."
--- End Quote ---
I am not extending my subscription but I think they are on the
right track. Time will tell if they succeed in their goal.
#Post#: 32488--------------------------------------------------
Re: Internet Review Issues
DIR By: Amara
Date: June 7, 2019, 10:38 am
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Oops; double post. Sorry!
#Post#: 32489--------------------------------------------------
Re: Internet Review Issues
DIR By: Victoria
Date: June 7, 2019, 10:49 am
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--- Quote from: Amara link ---
>
> Since your subscription is ending soon, I'd amend the review
to include the latest information but no changes that they say
are coming. The amendment would say, basically, what you said
above but with a couple of minor changes. Like this:
>
> [quote]Subscription Box called me after I left the above
review and is going to implement a user-facing change because it
was mentioned in my review. There was one part of the review
where my assumption was wrong, and they can provide something I
didn't think they could. The Customer Service Head tried to
upsell me on Premium Subscription Box (which I don't necessarily
blame her for) and I said I would think about it. Overall, I
left the phone call feeling happy and like my shipping
frustrations were heard. I thought it was a nice gesture from
Subscription Box.
>
> Then an email arrived. It thanked me for the call and said
"Since we have so many clients who read these reviews before
purchasing, if you feel like we adequately answered all of your
questions/concerns, we would be so grateful if you could amend
or remove your review."
>
> I am not extending my subscription but I think they are on the
right track. Time will tell if they succeed in their goal.
--- End Quote ---
[/quote]
[/quote]
Gotcha. The change implemented will be for subscribers only and
I won't be able to see it unless I give them another go, so I
may just edit the review to say something to the effect of "Head
of Customer Service said that they would be implementing this
change in the future."
#Post#: 32492--------------------------------------------------
Re: Internet Review Issues
DIR By: DaDancingPsych
Date: June 7, 2019, 12:01 pm
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If you were a potential new customer, what would you want you to
do? I would want your review to best reflect your experiences.
So yes, if there were able to resolve some issues, I would want
your review to reflect that. Depending on the details of your
issue, I would either want you to remove that it was issue (if
their patch is going to solve it permanently) or to say that you
had such-and-such issue, but the company worked to fix it. I
post reviews so that other customers understand my experience,
because that is why I read them. I do not post them to force a
company to serve me better.
About a year ago, I paid for an annual subscription to an online
service. Three months into my subscription, I knew that there
were some things that I liked and some that I did not. I may (or
may not) have dropped the large amount of money to subscribe if
I knew what I know now. So when someone asked questions within a
Facebook group, I tried to explain that it was good for some
things, but weaker in other areas. Strangely enough, a few days
later I received an email from my representative wanting to know
how things were going. I was busy and out of town and found it
strange that this email came right after I posted my other
message, so I let the message sit for a few days. Then I
received another message from the representative basically
saying that this was her job to check in with people and she
needed me to respond. I apologized for the delay (remember, I'm
the customer) and that everything was fine. In the seven months
since the incident, my representative has not checked in with me
even once. I also have no publicly posted any more thoughts. I
have concluded that their demanding check-in was simply to
ensure that I was not spreading and negative (even if honest)
thoughts about their services. Super disappointing!
#Post#: 32502--------------------------------------------------
Re: Internet Review Issues
DIR By: Hanna
Date: June 7, 2019, 2:49 pm
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I don’t think I would respond to the request. I might update my
review to indicate what they did to to improve matters, but I
think it would be disingenuous to present this as a five star
experience
#Post#: 32525--------------------------------------------------
Re: Internet Review Issues
DIR By: Kimberami
Date: June 8, 2019, 1:17 pm
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You don't owe this company anything. Customer service wasn't
doing you a favor by addressing your dissatisfaction. They were
only correcting their own mistakes. There is nothing rude or
untrue about your review, and I wouldn't worry about changing
it.
#Post#: 32541--------------------------------------------------
Re: Internet Review Issues
DIR By: Aleko
Date: June 9, 2019, 4:37 am
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No way should you remove your review. Add an update, if you
like, saying how they responded to your complaints; that's
useful information for other potential subscribers.
#Post#: 32733--------------------------------------------------
Re: Internet Review Issues
DIR By: bopper
Date: June 12, 2019, 3:28 pm
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If you get any further interaction, i would say "Given that the
box after I talked to you was missing items, it is clear that
you have not addressed your quality issues so i will not be
taking down my review."
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