FursuitReview can be a powerful place. Stress, frustration, anger, worry, and anxiety about negative reviews associated with you are completely understandable.
However, many times a single review will not ruin a reputation. Reputations are affected by both the aggregate number of negative reviews as well as how the maker responds to them. This post is here to help you figure out what to do if you end up with negative reviews on FursuitReview.
First thing’s first… DON’T PANIC.
Walk away and calm down before coming back to respond. Makers are welcome to leave comments, but they must follow our comment rules. If instead you wish to leave an official response to a review, you may do so. This process will be laid out further below.
Remember that FursuitReview is about opinions on a customer’s experience – a negative rating may have nothing to do with your product’s quality. It might be about an aspect of your customer service, wait times, et al. Or maybe you had exemplary customer service, but the product did not arrive as expected. FursuitReview does not police a reviewer’s feelings. The ratings are dictated by whether or not they would recommend your services to another person. As such, the only way a review’s rating will be changed is if the reviewer’s opinion of their purchase experience changes.
1. People want resolutions, not excuses. At the end of the day this is a business transaction, and personal issues have no place.
2. Do not ask, demand, or hint that the Submitter delete their review. Reviewers don’t have the ability to edit or delete posts on their own.
3. Make arrangements for long term resolution if you can’t fix this at once. People, especially the person you’re doing business with, want to see effort.
4. Do not send people to harass the submitter for you. This is one of the quickest ways to sour your own reputation, as people will notice an influx of people they’d not seen previously posting and judge you accordingly.
5. Understand that FursuitReview isn’t a drama group, but a resource for people who wish to purchase fursuits and associated furry fashion products. The members of FursuitReview work with the information they’re given at the time, and they will be honest, even if it’s not something you want to hear. If you’ve made a mistake and are genuinely apologetic and work to resolve the issue, the members will remember and respect that.
What if the review is legitimately false? What is the reviewer is lying?
If the reviewer is outright lying about their ownership, usage, or experience with you or an item you made in their review and you have proof of that lying, contact us through our form or Twitter Direct Message and your case will be dealt with on a case-by-case basis, with possibility of the review being removed, archived, or comments disabled. It is also heavily recommended that you make an ArtistsBeware “Client Beware” about that user and their false review.
If the reviewer is genuinely abusive or a liar about you and/or your item, you should keep your complaints private, not respond to the FursuitReview submission in comments, and contact us for resolution. If your proof is reasonable, your case will be dealt with quietly and with as little drama as possible.
If you simply do not like the review of you or your item, or you do not have proof that the reviewer has falsified their review, you are encouraged to respectfully defend yourself in the comments of the review or submit an official review response. While FursuitReview does not allow reviews of customers (that is what ArtistsBeware is useful for), you are free to defend yourself in the comments as long as you follow our rules. Do not go outside FursuitReview and insult, harass, or otherwise harm a reviewer who has given you a “bad review.” If you are found to be doing this, you will be blocked from commenting on FursuitReview entirely.
Additionally, if a reviewer has “character flaws,” proof of them acting out against other people or at other times does not necessarily mean they lied in the review itself. FursuitReview only removes reviews based on the content of the review, not the type of person behind it. If the review itself is false, it will be removed. If the person behind the review has a bad reputation, but still told the truth about their item in their review, then the review will stay.
What is an OFFICIAL Maker response? How is it made?
An official maker response is meant to be the final word from you, the maker. A review containing an official response will be marked with a “❖” in the title of the review. There will be a red box at the top of the review (under the first picture) informing the viewer that an official response has been added, with a link so they can jump immediately to it. The actual section for the response is at the bottom of the review, underneath the rating. It is titled “❖ Maker Response” and has a header with a red gradient background to set it apart from all the previous sections.
You can use this section to give a fuller picture of where the review may be coming from. You may use it to say that you did the best you could, but this client was a bit difficult. You can use it to say a full refund was provided after the review was published, or anything else you would like to add to give a fuller context of the review.
A maker response is not meant to communicate to the reviewer! It is meant to communicate to the people reading the review.
As such, it is best practice to:
- Keep it as short and concise as possible
- Keep it as professional as possible – no personal insults or excuses
- Give a short summary of the problem(s) and your solution(s) to those problems
- End your response on a positive note
Above, we gave some tips on best practices for commenting on your reviews. All of these are also applicable to official maker responses.
To submit an official maker response, you can contact us via our our form or Twitter Direct Message with what you would like us to add to the review. There are also forms on most reviews from which you can submit your response directly. Alternatively, here is a direct link to the form.
Official Responses are always verified before being posted to ensure that the person who submitted the response is actually the maker in question.
We do this by contacting the maker directly through one of their business pages or emails and ask if they have recently sent us an official response.
How to improve Review Aggregate
As stated previously, a factor in how people view reviews is how many of a specific type of review you have. If you only have one negative review out of a sea of positive reviews, it likely will not impact you that much. Thusly, we suggest you ask your past customers to submit reviews!
If you are sure the negative experiences were rare occurrences, you should have nothing to fear by asking past customers to send reviews on your products.
However, note that context does matter! If you have a single, extremely detailed negative review, but many positive reviews that are very short, readers will take notice of this and can assume the positive reviews are reactionary.
But this too goes the opposite: if your negative reviews are short, but your positive reviews are verbose, it’s easy to see that the one negative review may not be founded.
Encourage your past customers to give well thought-out reviews, with extra pictures if they can! This will help you.