Bol.com is one of the largest web stores in the Netherlands. Since 2011 other companies have been able to sell their wares via bol.com, and in April 2017 more than 16,000 companies already did that. Interesting business, but then it makes sense that negative reviews do not make you happy. Every bol.com customer has the option to give a review. This assesses multiple issues. In this way the customer can indicate whether the product is satisfactory, whether it was properly packaged and if the service was satisfactory. The details of the product can also be discussed further and customers have the option to indicate their own plus and minus points. The majority of bol.com customers use the reviews when making a choice: for bol.com it is one service and a means of sale. As a company, a negative assessment can cost you dearly. You naturally want to prevent this.
When can a negative rating be removed?
Bol.com sends every customer a mail shortly after making the purchase with the request to write a review. This indicates that bol.com finds it important to collect many reviews. To maintain a high level of service, a strict quality check must take place. bol.com will not simply remove a negative review. An assessment can be removed in the following situations:
- When the assessment is placed with the wrong provider.
- When can it be proven that the assessment is fraudulent?
- When personal information is displayed in a review.
- When the assessment is in conflict with legislation and regulations. This also includes offensive, discriminatory or offensive statements.
The partner service decides
If you have received a negative assessment and you believe that it meets a situation where it can be removed, you can contact bol.com. You do not do this through regular customer service, but through special ones partner service. This is a customer service specially designed for serving partners of bol.com, also known as parties that offer products via the web store. The partner service can record your complaint about the assessment and will check the assessment. If it is indeed inappropriate and goes against the rules of bol.com, it will be removed by bol.com. If this is not the case, the webshop will not remove the assessment.
Bol.com does not enter into discussions
bol.com communicates very clearly to partners that no discussions are started about whether or not to remove reviews. bol.com has drawn up the rules and makes decisions based on this. If the web store decides that a review may remain, it will not be deleted.
Are you experiencing a lot of inconvenience? Then you can go to court to get a judge's opinion. This can impose bol.com to remove the rating, but in practice this doesn't happen very often. The web store itself advises partners to always seek personal contact with the customer when a negative review is posted. If it concerns a lot of negative reviews, then it may be good to investigate why there are so many. You may need to adjust something to the product, service or delivery.
Review marketing: why, how and what
Get started seriously with review marketing? Read here how important reviews are, what you do exactly, 8 practical tips for dealing with negative reviews and advice from Koninklijke Horeca Nederland on review blackmail.