Continuing with our Online Reviews subject I will share with you a review we have received on Google and why I have a problem with un-monitored online reviews.
This is a review we received, you can see the original here:
christina – Aug 18, 2011
They are absolutly the bigest scam artists around. In our agreement Bella Rents was to pick up the linens from our venue and ship them back to parent company Bella Fiori the day after the wedding. They picked up the linens and either lost them or used them for other events but didn’t ship them back untill 3 weeks later. Now the company is trying to charge us for the late fees which is a large sum of money. Seriously, would not recomend this company to anyone even if it was my worst enemy. They lost alot of business from our family and friends whom also wanted to use them for events. We will be contacting the B.B.B. and whom ever else it takes to solve this.
Here’s the problem with this review (besides spelling errors).
Our rental division, Bella Rents, was contracted to provided tables and chairs for this event, we were NOT contracted to provide linens. We never collected ONE PENNY for linens. Out of the kindness of Chad’s heart, he offered to pick-up and return their used linens after the event since our crew would already be picking up the chairs and tables. Our guys came back to the shop with linen bags in tow and I handed the bags over to our regular UPS guy. I watched him scan the tag and we laughed about how heavy the bags were. Waved good-bye to Art & the linen bags. Never thought another thing about it. A week or so later I receive a phone call from the client, the linens were missing. I get on the phone and call the linen company, try to trace the bag through UPS – it’s missing for sure and no signs of the tag on the UPS site?! When Art the UPS guy comes by for his daily pick-ups/drop-offs I ask him about the linen bags, nothing strange on his end, he took them back to the UPS depot and off they went. At this point I’m now on the phone a considerable amount with the client, UPS and the linen company trying to figure out these missing linens. Eventually and for an unexplained reason they show up at the linen company about three/four weeks late. Unfortunately, the linen company wants to collect late fees. Keep in mind this was in Mid-August and I was extremely busy creating floral designs for my clients – that’s where I want my energy to be focused, NOT on missing linens which I had not been contracted for in the first place! The client is accusing me of re-using their dirty linens and make a $ off them, really? As if I’d ever take someone’s linens home and wash them in my washing machine??? Laughable.
I finally say to the linen company, just charge my account. Why? Honestly, I just wanted to clear up the issue & make it end and would rather pay out money than deal with dragging it on any longer. Time is money and this whole situation was costing me my precious time.
I think we finally have it all cleared up and then Chad & I came across this online review. WOW!
I lost my time & paid for a mistake I’d have to say was created by UPS and then I get hit with this ugly review???
I do plan to contact google and see about having this review removed, however, wanted to leave it up long enough so all of you can see it. This review is the perfect example of why I dis-like online reviews or comments, someone can be mad and leave a defamatory comment towards a business and they pay no consequences. Meanwhile, the business I’ve poured my heart and soul into for 10 years can be attacked and cause me to lose business from potential clients.
They are attacking my livelihood and that frustrates me.
I wonder how many people pay attention to online reviews, I take them all with a grain of salt when I am looking at a business. Sadly, people who are happy rarely leave any feedback unless prompted.
I don’t know what the solution is, as long as review sites are around I suppose monitoring them will be necessary and the only way to protect our reputations.
Thoughts? How do you protect your reputation?