I've been using Thumbtack for my business for less than a year but it was a great addition for our advertising and sales.
However, we encountered this situation and I'm just so frustrated with it. We provided a quote for a customer but they didn't responded and after that our availability changed as we got booked somewhere else. Later the client was ready to book and messaged us willing to proceed with the booking. We politely explained that unfortunately we were already booked and wouldn't be able to provide our services. After that the client goes to book us anyway and leaves a 1-star review with no explanations. They also hasn't responded to our message about theit review.
After contacting customer support, I was told that the review didn't break any of Thumbtack Content&Review Policies, but:
"Reviews not directly related to a pro’s professionalism, interactions, or performance on a project started or completed." - The project has never started as we have never confirmed the booking with this client
I received two 5-star review from a very important client yesterday. I was super happy as I only need a couple more and I'll be at the magic number 10.
Then, this morning I got an email from Thumbtack staff telling me it was deleted because it "Violated Thumbtack terms & conditions." This was an excellent review that I have earned by working hard for this client on numerous occasions over the last few months and it really helped showcase why anyone would want to hire me. I can't think how that violates your TOS.
How can I get a real and detailed answer regarding this deletion?
@babybrown I just had that happen to me... When I started a chat with customer service they gave me a reason which seemed logical as the lead apparantly wrote 2 reviews on the same work and I guess they can only write one - I didnt fight it as it made sense.
That said, another constructive criticism to TT: The emails you send us pros are really a problem. they say so little that they have all the makings of spam. This is the second email this week that leaves the pro really wondering if the issue is even legit. Why cant more information be provied in the email?
This kind of comminque would make any pro feel like a distrustworthy amateur. Kind of gross.
Anyway, I contacted TT through the widget and they're working on it as we speak. So fingers crossed.
@babybrown That's really an unfortunate response from a customer service perspective. Having to go back to the customer and ask them to re-do their review really doesn't allow you to put your best customer service forward. It just looks unprofessional
TT seems to admit the error. In order to show client focus TT should be contacting the customer, admiting there was an error on their behalf and asking the customer to resubmit their review.
TT, is this something you can do?
@babybrown I'm glad to hear our team has gotten back to you about the review and next steps. Our systems that analyze activity on our site must have flagged the review to be inauthentic or in some way in violation of our Content and Review policy, which is why they removed it from your profile. We understand the importance of reviews, and we verify our information before removing any reviews. We want to make sure customers and pros can trust our site so businesses can continue to grow on Thumbtack. We're sorry for any inconvenience to you and the customer you've been working with. I'll take in your feedback on this matter and add it to the feedback we have on our review verification process currently. @MR I'll also be sure to pass along your thoughts on how we can improve our emails to better communicate with our pros and keep them informed.