My reply to a disgruntled Yelper

Perhaps my experience was just coincidental with no correlation between my negative review and my not advertising on Yelp (or anywhere else for that matter), but it’s worth noting that this particular reviewer had waited almost three months to post something negative when I cannot imagine that I could have given her any reason to do so at any time. Unfortunately my business presence on Yelp cannot continue to sustain slanderous accusations if I am unable to respond on the site itself, and after seeing the recent negative press around Yelp and the various comments posted by readers, I can finally relate to some of the stories concerning their questionable business practices.

Like many businesses, I have been approached numerous times to advertise with them and each time politely declined when I expressed that I wasn’t convinced that paying Yelp would help me net more business than I was already getting. Then I noticed that nine of my 5-star reviews thus far have disappeared, leaving me with down to about 21 or so 5-star reviews. But it’s the particulars about my most recent negative review that I find really disturbing.

This is what was posted by Stephnie P. on 3/25/09:

So, I went here based on the reviews. While Jeannie is very nice and professional I don’t think she was really listening to me. I went in to get my eyebrows shaped and darkened. I left with the eyebrows I came in with and had 60 dollars less. I went home and shaped them myself with tweezers. Why did I think I should pay for this?

What Stephnie failed to mention was that the one and only time she came in to see me had been on January 7, 2009 and that she had been charged $45 for her service, not $60.

So I sent this response to Stephnie (and have not heard back):

Hi Stephnie,

How are you? I appreciate you taking the time to write a Yelp review for me as constructive criticism is always appreciated! I apologize that you feel that you did not receive a 5-star experience as that’s what I strive for each and every time. However, the one service you came for (a brow wax and brow tint for a total of $45 – not $60) was back on January 7th and I was wondering if you were so displeased why you waited almost 3 months to say something on Yelp as opposed to saying to me at the time, “Hey Jeannie, How about taking off a little more over here?” I don’t think I would’ve objected to that in the least.

I know that for services like this, like getting a haircut, people want to be able to go to a place regularly that they feel comfortable with and that’s convenient for them. They wouldn’t try to find any excuse to write a negative review (esp. almost 3 months after the fact) when they could’ve simply made their request heard at the time. And if for whatever reason you weren’t totally happy but did not express that at the time of the service, then how could I possibly know you wanted more?

Of course, if you feel that my recollection is in error and that I had overcharged you for not doing my job properly at the time, I invite you to come back to have them done to hopefully what will be your full satisfaction. Just let me know and I look forward to accommodating you.

Regards,
Jeannie

I can’t expect everyone I ever meet to always like me and that’s okay, but at least please tell the truth. With this kind of lack of respect for honesty and integrity, I’m afraid that this company with an otherwise great concept won’t have much of a future. My experience and the similar experience of countless other service providers cannot bode well for Yelp’s future if word of this continues to get around. And I hope whatever benefits Stephnie may have gotten out of doing what she did was worth it to make up for her future karma.

 

 

More Categories

• Eye Brows
• Hair Loss
• Permanent Makeup
• Skin Care