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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

In not removing review

351 replies

onanothertrain · 21/08/2019 13:16

Contacted a tradesperson for urgent repair, was told no problem, they would check the diary and phone me back within an hour. 4 hours later, no phone call so I sent a text. Another 4 hours later still nothing. I will admit to being annoyed so I left a Google review stating the above. An hour later I got a text asking me to remove the review as they hadn't actually done any work for me and they were working hard to maintain their business. I didnt respond and have now had 2 more texts asking me to remove the review. Im now considering either ignoring the texts and blocking, removing my review but leaving another one explaining why or just removing it all together. Although my stubborn side is not leaning towards the third option. So Aibu not to remove it?

OP posts:
Bookworm4 · 21/08/2019 16:05

What was your urgent repair?

loulou0987 · 21/08/2019 16:13

Yes yabu there could be several reasons for the late response including that you are dealing with a human being!
Please remove it!

Nicknacky · 21/08/2019 16:14

The only thing the guy did wrong was giving her a time scale in which he would call her back.

Ihopeyourcakeisshit · 21/08/2019 16:17

For the people going on about customer service, maybe he was providing excellent customer service to the person who was actually having the job done at the time.
Taking his eye off the ball might have jeopardised that? You have no idea what the circumstances were.
Not all tradesmen are indifferent wankers, some customers really do want the moon on a stick and yesterdayHmm

doginthemanger · 21/08/2019 16:18

Just out of interest OP - were the rest of his reviews good? If they were, genuinely, maybe it was a one off that he 'forgot' to call you back

Maybe it was, or maybe he'd let down other people who didn't post a review for whatever reason.

Wonkybanana · 21/08/2019 16:22

For the people going on about customer service, maybe he was providing excellent customer service to the person who was actually having the job done at the time.

But if that's the case - which is perfectly fair - why didn't he say he had another job on, and that if it was urgent perhaps she should ring someone else? Instead of saying he'd ring back within an hour?

CloudsCanLookLikeSheep · 21/08/2019 16:23

I constantly do this with takeaways on just eat if they are late to deliver. Not sure if it is the same with a tradesperson though.

DarlingNikita · 21/08/2019 16:23

Thanks all. I have taken it down.

That's disappointing.

I'd absolutely leave a truthful review in your shoes. It's not just about work done, it's about reliability and sticking to what they say. They specified a call-back time and failed to meet it, end of. As a potential customer of theirs I'd find it very useful to read a review saying that.

Justaboy · 21/08/2019 16:24

I'd leave it. They promised to call you back and broke that promise. End of.

So onot the next one who will prolly be the same;!

The actual work time was about 90 minutes, the time spent on the phone was about another 30 minutes.

Luckily my landlord will be dealing with the 2hrs work that the tradesman has billed them.

That may well be for time spent off-site like gatering the materials and suchlike!

Can take up a lot of time that.

Crowdo · 21/08/2019 16:25

If you don't know if you can respond in a hour, don't say you can. It doesn't matter if you are a large business, or a single trader, or even just literally anybody. Making people wait for a phone call is bad form.

indisposed38 · 21/08/2019 16:25

My builder had to go to ICU with his child. I'm glad I didn't respond like you op as that would have been a bit shitty. Reviews are once work completed not your experience in the first few hours of contact. Jees I bet you damn all sorts of people without getting the full picture!

steff13 · 21/08/2019 16:26

If he was too busy to call back, surely he would have said that when he texted the OP to remove the review. Why are we making up reasons why he might not have been able to call, when he had the opportunity to tell the OP himself? I just dont' think that, over an 8-hour period, he didn't have one minute to send a text message. And if that was the case, he could have said so.

It would have been a better approach, rather than asking the OP to remove the reivew, to apologize and explain. As I said previously, I wouldn't have left a review, but I wouldn't feel any obligation to remove it, either. Doesn't google allow the business to respond to a review?

steff13 · 21/08/2019 16:28

Maybe it was, or maybe he'd let down other people who didn't post a review for whatever reason.

I have had many tradespeople over the years of owning my home not call back or agree to a time and not show up. I've never left a bad review on that basis.

Ihopeyourcakeisshit · 21/08/2019 16:29

Wonky because sometimes shit happens and you have to deal with it fully focused there and then.
I get that there are dodgy tradesmen but the level of entitlement and lack of understanding from people sometimes is terrible.
Anyway OP appears to have done the decent thing.

TigerLilyMasie · 21/08/2019 16:30

I totally disagree that OP is being U. The tradesperson said they'd call back within an hour. They didn't. OP gave them another chance after 4 hours. They still didn't call back. In any job, that's unprofessional. The responsiveness and reliability of a tradesperson is just as important to me as the quality of their work.

this

fromdownwest · 21/08/2019 16:32

What a horrible and vindictive thing to do, trademen's livelihoods are made and broken by internet reviews. All because you did not get a response in the allocated timescales you relish the power of slating him.

Shame on you, an absolute dick move from the person in power.

fromdownwest · 21/08/2019 16:35

When my house was being renovated, the builder went through a mains water pipe. Needless, to say the plumber, welsh water, and the builder were pretty occupied for four hours minimum, and making a call was at the back of their priorities, with the preventing of flooding my house at the top of their concerns. Things happen in life.

dontfluffit · 21/08/2019 16:36

This reply has been deleted

Message deleted by MNHQ. Here's a link to our Talk Guidelines.

TigerLilyMasie · 21/08/2019 16:37

If he had been honest and said he couldn't come OP could have contacted someone else. Instead, he wasted her time and would probably never had called back if it weren't to tell her to remove the review.

He most probably would not lose any sleep about not calling her back.

Someone made the point about it being a Google review and it could wreck his reputation and ruin his business which is why he is so insistent she removes it.

If this is the case and he is so mindful I would think he would be careful about giving a time frame of 1hr and then 'disappearing'.

Ihopeyourcakeisshit · 21/08/2019 16:42

Enough with the name calling, review has been removed.

Teaandcrisps · 21/08/2019 16:43

Good that you've taken it down OP, however to have done this in the first place... just off

Cassilis · 21/08/2019 16:45

YANBU. I bet no one would blink twice if a bloke left this review.

ILearnedItFromABook · 21/08/2019 16:47

If you left a review stating what happened that you called, they said they'd get back to you and never did I don't see a problem. That's what happened!

A big part of customer service is responding in a timely manner (or even at all). As a potential customer, I'd appreciate knowing that a tradesman couldn't be bothered to communicate in a timely fashion. Sometimes that's just as important as the quality of their work, if/when they actually do the job!

I know people don't like receiving bad reviews, but what's the point of a reviewing system if people aren't allowed to complain about bad service?! If his work is generally good, his average won't be substantially hurt by a few negative reviews-- and maybe this will teach him the importance of staying in touch with customers. It doesn't take long to call someone back to say you've been delayed.

Mandalorian · 21/08/2019 16:50

Remove the review - Twat

Maturity is strong in this one Hmm

Ravenblack · 21/08/2019 16:52

@dontfluffit and @loulou0987 and @fromdownwest etc.....

The OP has removed the review. She said so TWO HOURS AGO (at 14.44... on page 7 of this thread...)

FFS read the full thread, and stop personally attacking her!

Swipe left for the next trending thread