Google reviews can help your business for obvious reasons: They’re mighty visible in the Google Maps search results, and searchers pay attention to the reviews (and sometimes believe them). The big problem is just as obvious: Google does an awful job of policing reviews, causing all sorts of mischief and mayhem.
You’d like more and better reviews than your competitors have. But you’ll have a harder time accomplishing that if you know as little about Google reviews as they know. It helps to know some “inside baseball.”
Why do we consistently get poor reviews as an auction company?
- Shipping is too high.
While we don’t control the shipping cost, most of the companies like ours do not provide free shipping for any reason. It is a fact of life that we are not Amazon, and won’t pay $20 to have an item shipped, and when you don’t like it, spend the $20 back for a $5 item. Considering that most of what we sell says As-Is, Where-is, most think that we are able to absorb that cost. In this example, there is no cost of doing business that is positive, and the cost here is NEGATIVE $35, and that is how businesses go out of business.
- Shipping is not free, like Amazon.
Amazon has free shipping because they tap into a Trillion Dollar account in order to expense the free $18 shipping for that $3 item you pay for. Free shipping for a small company, especially ours – is not an option. Some small companies charge you $18 and then what you bid on top of that, which if that makes you happy – then go for it.
- We don’t like the shipping companies you choose.
Believe it or not, we get complaints because they don’t like us taking it to the UPS store, the FedEx Store, or any other corporate stores because they charge for the box, the packing, and the shipping, and convenience fees. It is important to pick your battles here – you either want to get the items, or you want to get the items the best we can package them.
- Your customer service sucks.
Well, when you take a look at customer service, what are you expecting? Nordstrom? JC Penny? They are bankrupt because customer service was job one. Now, In the first six months of 2020, 18 retailers filed for Chapter 11 bankruptcy, with an additional 11 filing in July through mid-August . These included Pier 1, J. Crew, Neiman Marcus, Stage Stores, J.C. Penney, Tuesday Morning, GNC, Lucky Brand, RTW Retailwinds (New York & Co.), Brooks Brothers, Ascena (Ann Taylor, LOFT, Lane Bryant, Justice, Catherines), Le Tote (Lord & Taylor), Tailored Brands (Men’s Wearhouse, Jos. A. Bank, Moores Clothing, K&G) and Stein Mart.
I must admit, part of it was because I don’t shop at those places due to them being over priced poor quality clothing and assessories.
- Internet Fraud is Real.
Consumers of products that are online don’t understand that internet fraud is real. Just because something is claimed to be broken or not to spec, we actually require photographic evidence of the damage, and we file the appropriate claims with the shipping companies.
There is one thing we learned with eBay is that we could drop ship that item right to your front door, and before the drop shipper says they have pulled the order, there is an email saying the item wasn’t as described.
This is eBay permitted and endorsed Fraud, which is why we no longer use eBay.
- You are not reasonable.
Actually, we are. We are unreasonable when there are two or three things in play:
a. You ask for all of your money back and refuse to ship the items back. We don’t give any kind of refund unless the item is in hand. Or you ask for a full refund for the 40 items when it is one items that is damaged.
b. You refuse to send us any kind of information or documentation stating that the item has been damaged or destroyed in transit. This goes back to being unreasonable, and goes into wire fraud.
c. There is no negotiation when we say “What is it that you would like us to do?” and there is no meeting in the middle.
So, being in business for 25 years, we have seen alot of fraud, and we have seen a lot of love from those who read the terms and support those terms. The reviews you see? Don’t represent the THOUSANDS of happy consumers we have out there that understand – we are in business for a reason – not to support everyone elses business.