Bad reviews

Tim_Lyddon
Tim_Lyddon Posts: 5
edited November 5 in Thumbtack Resources

Hi,

I just posted my story about a bad review I got. The review does violate policy because it does not relate to the interaction between myself and the client. Firstly he says that he used Venmo. He did not. And I have the proof in an attached screenshot. Secondly, he said it was an awful lesson. It was not. I have the proof in the screenshot. If it was an awful lesson, why would he pay for 30 minutes and then later on, add another 30 minutes? The reason is because he liked the lesson. Please observe this in my screenshots. Please remove the review as it does not relate to the interaction between myself and the client. Thankyou. Tim Lyddon. @DustiO

Best Answer

Answers

  • DustiO
    DustiO Administrator, Moderator Posts: 1,909

    @Tim_Lyddon I am not able to help with review disputes in the Community - you will need to reach out to support@thumbtack.com. However, although this doesn't seem to reflect the experience you had with this particular customer, it still doesn't appear to violate TT's Content Policy. I agree that it's unfortunate that this customer chose to say one thing during your lesson and then another thing in their review. Perhaps you could reach out to the customer and ask about it - maybe this was a mistake on their part or something like that? Customers are able to edit their reviews one time — might be worth a try.

  • Tim_Lyddon
    Tim_Lyddon Posts: 5

    I have already reached out to him. He responded with one word…. negative. I could try again but I was informed that having him change his mind could not remove the review. And yes… I did contact the customer service located in the Philippines. The philipino people are not a good choice for customer service. although they may speak English well, Their comprehension level is a lot lower so talking to them about this is like talking to a wall. Ive called them 4 times. Is there any American customer service anytime?. Yes it violates because the interaction I had with him does not coincide with his comments and I have proof @DustiO

  • DustiO
    DustiO Administrator, Moderator Posts: 1,909

    There isn't really anything further that you can do. Because a pro might not agree that the experience was negative, the customer still has the ability to post a negative review. I'm sorry that you have had this experience — I had a very similar experience back when I was a business owner. A client who I bent over backwards to help over a several months period, putting in way more time, than I typically did for a client and every interaction we had was very positive, but in the end they gave me the only negative review I ever received. I just think some people are difficult to please and maybe don't "say what they mean" when you are talking to them live — which really stinks, because most of us would immediately remedy whatever was causing a negative experience if we knew it! I think you've done a great job responding to the review and like I mentioned before, it doesn't even show up until like the 5th page of reviews on your profile, so I don't think you need to be too concerned that potential customers will even see it (I know it doesn't make it any easier to accept though — I promise I have been there and I know how much it stings).

  • Tim_Lyddon
    Tim_Lyddon Posts: 5

    Ok but it violates the rules. Like I said, I have proof that what he says is not relative to what happened. How do you contact American customer service? the filipinos are very weak with this stuff and they don't understand anything. they just speak and read. @DustiO

  • DustiO
    DustiO Administrator, Moderator Posts: 1,909

    There is only one contact route for support and I can assure you that all of the agents are very knowledgeable. I'm really sorry that you didn't get the outcome that you wanted with the review, but again, disagreeing with how the interaction went is not grounds for review removal. You can read through the content policy and feel free to reach out to support@thumbtack.com

  • Tim_Lyddon
    Tim_Lyddon Posts: 5

    you are not hearing me either. I didn't say disagreeing. I said the review does not relate to the interaction and I have proof as I showed in my bank statements. If it doesn't relate, it violates policy. He paid with Zelle. he says Venmo on there. He says the lesson was awful. If it was awful, why did he buy another 30 minutes. the proof is there. As far as the phillipines, Ive been over there a few times so I would know more about it than you. The comprehension level of the English language is low and they have no knowledge about thumbtack. @DustiO

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