Distinguished Correspondent
Seabreeze-1
Posts: 89
Registered: ‎01-15-2012
Accepted Solution
Can B&N get better control of reviews to make them more useful?
[ Edited ]

Here's a sad example - Nook's daily find on 6/28.  The single review for "Rip Tide" gives 4 stars and reads, "Can't write a review because my order was delayed then cancelled - without any notification of the cancellation. Gave it 4 stars anyway since I've liked the previous books in this series."  

 

That's useful.  I would have thought that B&N might at least look at the description of the book they are promoting today.  That review has been in place since September 2011.

 

This is just one of several types of examples suggesting that B&N isn't paying too much attention to its customers' experience.  The list is more extensive than I can really understand - reviews that drive us to look elsewhere; an Ask B&N forum that B&N doesn't get around to participating in particularly promptly; pricing that sometimes seems out of whack, and that employees incorrectly describe as being driven solely by publishers.  It gets ever harder to keep loyal customers when such conditions persist.

 

I suggest that it is worth the effort to either address these types of customer experience issues, or manage our expectations better.

Accepted Solution
BN_AlexG
Posts: 475
Topics: 68
Kudos: 519
Solutions: 41
Registered: ‎09-19-2011
Answered

Hi Seabreeze-1,

 

Thank you for your feedback. We value input from customers and welcome any opportunity to improve.

 

In regards to the review in question, please feel free to report the review, and a moderator will take a look at the flag placed against it. Unfortunately, due to the high volume of customer reviews; at times a few may "make it through the cracks". Nonetheless, please accept our sincerest apologies for the inconvenience.

 

Thank you for being a loyal B&N customer, and valued member of our BN Community.

 

- Alex

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