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Restrict reviews to verified buyers & relevant reviews

Status: Tell Us More
by on ‎10-30-2013 01:47 AM

Customer reviews are a great resource for everyday people to help make informed decisions.  For this to take place, we must have informed reviews from people that actually purchased the item.

 

For instance, I was looking at upgrading my MacBook to the new Crystalwell model and the only review on it (no joke) is as follows:

 

Review title: Looking for the top configuration
2.0 out of 5
2.0
 
 
What's great about it: Great, but this is not fully loaded
What's not so great: Not configured to the maximum specs
I am looking for this macbook pro with fully maxed out specifications.
That means
2.6GHz Quad-core Intel Core i7, Turbo Boost up to 3.8GHz
1TB PCIe-based Flash Storage
 
So to recap, the reviewer left this review on the lowest end version (even though they claimed they were looking for the higher end) and the review title is "Looking for the top configuration."  There's a really good chance this person didn't even purchase the item and if they did the review itself is not value-added.  Its very similar to how on Amazon when peoople actually do purchase an item but something happens in shipment so they leave the item a 1-star review and rave about it and then say the delivery is what made them down-rank the item. At the very least there should be a way to remove irrelevant reviews (like this one has 50+ thumbs down). 
Status: Tell Us More
I'm not sure how we could guard against reviews like this, but it does seem reasonable that we could remove reviews of this nature after-the-fact. I can say one challenge would be that if we were removing posted reviews it might look as if we are only letting positive reviews post in order to sway a customer's purchasing decision, and this could have the end result our customers not trusting the validity of our reviews. Any thoughts on this one? Remember to vote for an idea if you like it.
Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎10-30-2013 02:16 PM
Status changed to: Tell Us More
I'm not sure how we could guard against reviews like this, but it does seem reasonable that we could remove reviews of this nature after-the-fact. I can say one challenge would be that if we were removing posted reviews it might look as if we are only letting positive reviews post in order to sway a customer's purchasing decision, and this could have the end result our customers not trusting the validity of our reviews. Any thoughts on this one? Remember to vote for an idea if you like it.
by
on ‎10-31-2013 01:02 PM

I agree and also disagree with this. Let me explain why. I am one of the top 100 contributors for reviews on the best buy website ( mainly in the computer area as a matter of fact for gaming desktops in the $500-1,000 range)

 

I have been in the technology field all of my life. I can build, diagnose problems, repair, do installations and well pretty much everything else you could imagine with a computer. I understand the ins and outs of all hardware/software pretty much. 

 

Over the past few years as well I have gotten into learning exactly what a "good deal" is on a "retail" machine. 

 

I believe a person such as myself should be allowed to make a review if we are knowledgable on that product specifically. For example here is a review I made that I never actually purchased, but I knew quite well what I was talking about.

 

http://www.bestbuy.com/site/desktop-16gb-memory-2tb-hard-drive/1494213.p?skuId=1494213&id=1219052697...

by
on ‎10-31-2013 01:09 PM

woops that wasn't the one I was going to use as an example ( that was an earlier one before I had made my now current review design)

 

Here is one: 

 

http://www.bestbuy.com/site/cybertronpc-hellion-desktop-16gb-memory-1tb-hard-drive-blue/1625559.p?id...

 

Here is anotherSmiley Sadand actually later I went and bought this one cause I got it for a VERY good deal)

 

http://www.bestbuy.com/site/ibuypower-desktop-16gb-memory-1tb-hard-drive/6979896.p?id=1218818471131&...

by
on ‎11-01-2013 12:09 AM

I agree with AWBrown;  there has to be a middle ground on this - for instance, there should be a point (similar to what Amazon does) where if a review is deemed "Not Relevant" enough times, it is hidden with the option of clicking a link to unhide it. The real issue with reviews is people don't know how to review products. Instead they talk about how fast the shipping was, how nicely it was packaged and all of that has nothing to do with the product.  

by Senior Social Media Specialist Senior Social Media Specialist
on ‎11-01-2013 01:48 PM

What party is deeming the review as not relevant? Is this done by prospective purchasers? Or is this done by us? If it is done by patrons viewing the specific review how would we guard against people marking a review as not relevant when in fact the review is relevant?

by Community Veteran
on ‎11-03-2013 12:29 AM

I get it. Some people rate products bad because they don't think its user friendly. Often using a product can yield a bad review if they are not tech savvy. I say moderate the reviews better and before publishing a review if it sounds suspect based on the gudelines I've said in this post , reach out to the customer and ask them if they have a problem and give them some links to resolve it, then have them comeback and amend their negative review once they got a positive experience with the product.

by
on ‎11-18-2013 11:43 AM

Exactly^.  Best Buy should moderate reviews; (supposedly) when you post reviews they aren't immediately shown, they're screened through to someone before they're posted, or so says the message when you leave reviews.  Why can't the same screening these reviews go thru and hide these comments or if this is not labor-friendly enough; create an option to hide reviews after enough people down-rank them and give an option for people to see the "removed/hidden" reviews; to hockeycanuckjc's point, a lot of the negative reviews are people that may not have had a good experience from the get-go so the upside to Best Buy moderating these is you could followup with that customer and even possibly stop a return, sell services (like if someone had trouble setting up a router, a home network install or if someone just doesn't get how to use their new tablet, Tech Support for 1 year) and this not only prevents a return and gives Best Buy additional RPT and UPT but it creates a great customer experience too. 

 

Another idea integrating into reviews, allow reviews to be sorted by knowledge level;  I remember when I signed up for my BestBuy.com account it asked me to rate myself from Novice to Advanced and reading a lot of reviews most people are generally pretty honest about this.  Why not offer an option to sort reviews by knowledge level (wording it much friendlier of course)?

TOWikipedia: To, TO, T.O. etc.

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