Table of contents
Q: I’ve received an unfair/bad review. What can I do?
A: First of all, don’t worry!
We recommend that you post a positive and constructive response to the review. That way, other customers can see you handle negative feedback. We have some examples of great review responses below if you need some inspiration. If you feel that a review breaches our Review Guidelines, please feel free to report it, but first, please read the rest of our FAQs below.
Q: When will Treatwell remove or edit a review? What is considered a breach of your Review Guidelines?
Examples of breaches
Some examples of breaches include:
- Submitting fake reviews or paying someone to submit content that benefits your business.
- The review is not based on the customer’s first hand, personal experience.
- Defamatory, threatening, offensive or libellous language is used. Defamation or libel means that a review makes a false statement of fact which could then be damaging to the salon - this could include, for example, if the review says that a therapist is not qualified - as this goes beyond the experience and knowledge of the reviewer.
- The review includes threats, personal attacks, aggressive comments or hateful, bigoted or racist speech.
- The review alleges serious criminal activity or references police investigations (in these cases Treatwell will remove the review and reach out to the reviewer privately so that we can assist in the best way possible).
- The treatment took place more than 3 months prior to posting the review.
Q: Can you give some examples of reviews that breach/don’t breach your Review Guidelines and the process involved?
Example 1: “The salon was dirty and I didn’t feel safe in the neighbourhood. The manicure was ok, but the therapist was rude and disgusting.”
Outcome: In this example, the only 2 words that are considered to breach are the words “and disgusting” as they could be perceived to be a personal attack. In an example like this, we’d typically remove the written content of the review entirely but keep the star rating. If the customer edits and resubmits the written content of the review to conform with our Review Guidelines, we’ll post the review with this updated written content. Although the rest of the review is unpleasant, it is interpreted as a personal opinion.
Example 2: “I bought this massage for my boyfriend as a present. He said the therapist was really nice, but didn’t apply enough pressure at all. Also, the room was cold. He wouldn’t go back again.”
Outcome: In this example, we’d remove the review entirely as it isn’t based on the reviewer’s personal experience.
Example 3: “Never go there. The worst wax of my life. The wax was so hot I felt sore for hours. The therapist clearly isn’t qualified.”
Outcome: The last line in the review breaches our guidelines as it could be perceived to be defamatory, as it alleges that the therapist isn’t qualified, and this likely goes beyond the knowledge and experience of the reviewer. In an example like this, we’d typically remove the written content of the review entirely but keep the star rating. If the customer edits and resubmits the written content of the review to conform with our Review Guidelines, we’ll post the review with this updated written content.
Example 4: “I witnessed the owner of the salon fight with a customer over a pedicure. The police were even called. My manicure was OK. It chipped after a few days, but it was cheap, you get what you pay for.”
Outcome: The first 2 sentences breach due to the reference to police being called which suggests criminal activity occurred. In an example like this, we’d typically remove the written content of the review entirely but keep the star rating. If the customer edits and resubmits the written content of the review to conform with our Review Guidelines, we’ll post the review with this updated written content.
Q: I have issued a refund. Can you please remove the review?
A: We can only remove a review if the customer contacts us directly (email@example.com) and asks us to remove the review. Refunding a customer will never result in their review being removed. The appointment still took place and the review still stands.
Q: The customer has left an anonymous review. I want to contact him/her to resolve this. How do I do that? Can you provide his/her name?
A: You must never contact customers who have left an anonymous review directly using their customer details, even if you think you know who they are. We’ll also never disclose the name attached to anonymous reviews to you. It would be a serious breach of their rights under GDPR to do so.
You must respect the customer’s wishes to remain anonymous and may only respond to the review via your Connect Review Dashboard, never referring to their name even if you think you know who they are. You may ask the customer to get in touch with you directly to resolve the matter but that’s entirely up to them.
Q: Why do you allow anonymous reviews?
A: The reason we allow anonymous reviews is that a customer may be more transparent when they don’t have to reveal their name. One of the reasons customers consistently book on our platform is because of our extensive, honest and informative review platform. This in turn means more customers for our partners.
Q: There’s information in a review that is not accurate. Can you remove it?
A: If a customer has included inaccurate information in a review (for example, it says your salon uses strip wax, when in fact you use hot wax), we recommend that you politely respond to the review and rectify the inaccuracy. We unfortunately will not remove a review for this reason.
Q: A review was assigned to my name, except another therapist performed the treatment. Can you remove it?
A: We’re sorry to hear this. This happens if a different therapist performs your treatment, but it’s not updated to their column in Connect. We currently can’t remove or re-assign these reviews. We recommend that you respond to the review (via your Connect Review Dashboard) explaining that a different therapist performed the treatment on the day.
Q: My customer made a mistake and clicked a 1 star instead of 5 stars, can you change it?
A: We are not able to change or update the star rating of a review. If the customer would like to remove the review entirely, we suggest they contact us directly at firstname.lastname@example.org and we’ll be happy to help.
Q: A Customer wants to remove a negative review - we’ve resolved the issue internally. Can you remove it?
A: Absolutely! Please have the customer contact us directly at email@example.com and we’ll remove it right away.
Q: I’ve received a 2 word review. It’s not helpful due to the lack of context. Can you remove it?
A: We understand that it’s frustrating when a customer doesn’t provide a thorough explanation about their salon experience (good or not-so-good). However, we’ll still allow a review to remain, even if the content of the review is very brief, provided the language used conforms to our Review Guidelines.
Q: I have a great relationship with my Account Manager and have been with Treatwell for many years. Can you please remove this review?
A: We’re happy to hear that you have such a long and loyal relationship with Treatwell and our Account Management Team.
The Review Team is a separate department from our Account Management and Customer Experience teams, and these teams have no influence over decisions made by the Review Team. We set it up this way to retain the integrity of our review system.
We’re confident that this system benefits all of us as our customers know that they can trust our reviews and therefore make informed choices about their next salon experience.
Please know that you have our full support if you’d like some tips or help about how to respond to a negative review.
Q: A member of my team no longer works at my Salon. Can you remove all the reviews referencing this team member.
A: We typically won’t remove reviews if a team member no longer works at your salon, in part because our customers also review other aspects of their salon experience, and not just the therapist. We do, however, suggest that you respond to the reviews with the update that the therapist no longer works there. If you need help updating a review response, we’ll be happy to help.
Q: I want to change my review response, can you help?
A: Sure! Just drop us a line at firstname.lastname@example.org referencing the date of the review, and the content you’d like to update.
Q: I responded to a review and it’s been removed by Treatwell. Why?
A: If your review response has been removed, it could be because your response was flagged as inappropriate by a customer or a member of our Review Team. You’ll typically get a notification when this happens along with the reason it was removed, but please get in touch at email@example.com if you have any questions.
Examples for good responses to bad reviews
Q: Can you give me an example of a good review response? I need some inspiration.
Example 1: Response to a customer who wasn’t happy with their haircut
“Hi, my name is _____and I’m the Salon Manager. I’d love a chance to have a look at your hair and rectify this for you, free of charge. I can’t apologise enough that you’ve been left unhappy, but rest assured I’ll do whatever I can to help. Please give me a call anytime to discuss a solution.”
Example 2: Response to a customer who was disappointed in general with the salon experience
“Thank you for taking the time to review your experience with us. We’re so sorry that on this occasion it fell short of the amazing service we are committed to providing. We'd love to hear from you to see what we can do to turn this around for you. Please reach out to us at a time that’s convenient for you.”
Q: I reported a review and I don’t agree with the outcome. Can you call me to discuss? Can I report it again?
A: We’re sorry to hear that you don’t agree with the outcome. The review may only be reported once and the Review Team only handle reports in writing and do not discuss over the phone. However, if you’d like some advice about how to respond to a review, or how to get more reviews in general, our Customer Experience team will be happy to help. Just drop them an email at firstname.lastname@example.org.
Report a review
Q: How do I report a review that I believe breaches the Review Guidelines?
A: If you believe a review breaches our Review Guidelines, you’re welcome to report it to our Review Team.
Before you report a review, please take a look at some of the FAQs above.
If you still feel the review breaches our Review Guidelines, please use this WEBFORM and please be very specific about what aspect of the review you believe breaches our Review Guidelines and which guideline it breaches. Please be advised that you can only report a review once.
Q:I’ve reported a Review. What happens next?
A: Once you’ve reported a review via our WEBFORM our Review Team will typically respond via email within a few business days about the outcome of the report.
The Review Team may temporarily remove a review, or its written content whilst they are investigating a report. If the written content of a reported review breaches, the team will typically remove the content, and just reflect the star rating live on our website. If the whole review breaches (for example, if it's a third party's account of a treatment), the team will remove the review entirely, including the star rating.
For further information about reporting reviews, visit the Treatwell Academy here and log in to your Academy account.