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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Called me and asked me to take down bad review

276 replies

TotalTired · 26/07/2022 12:58

Just has a slightly intimidating call, disguised as finding out more facts, regarding a very honest review I wrote for my dentist which involved my kids. An incident happened yesterday and I wrote about it. I mentioned a lot of positives along with the incident.

practice manager just called me saying they will speak to the person. She then said will I please take it down as it doesn’t look good on the clinic. I told her it was 100% the truth and I stand by it. She said she wants me to take it down as it affects the surgery, I told her I will think about it.

aibu - take it down - yes
not being unreasonable don’t take down - no

OP posts:
Solonge · 27/07/2022 19:52

I would be inclined to phone and say you have thought about it and have decided to add a Ryder to your review saying the practice manager rang and asked me to take this review down. Bloody cheeky....reviews are hopefully there to give an indication of the level and quality of service. It means bugger all if people take down honest reviews because the business doesnt like it.

Solonge · 27/07/2022 19:58

I disagree. Ive run contracts, managed people working with the public....it would be my job to be aware that a public facing employee is getting it wrong and at no point would I expect a member of the public to have to come to me and say your receptionist needs retraining! what the hell is her front line manager doing? There is a creeping idea that we are all responsible for staff doing their jobs properly and if they arent...then we need to speak to their employers. We are not employed to do that....the managers are.

tootsweeting · 27/07/2022 20:06

Convinced it’s the receptionist at my dentist. Very patronising experience where she embarrassed me in front of the rest of the waiting room over her own error and wouldn’t listen to what myself or my dentist had to say. I wouldn’t be surprised if people had left reviews about her aggressive attitude.

Tuskanini · 27/07/2022 20:09

How many reviews about this practice have been posted? If it's anything like the equivalent page for my doctor, the answer may be 'very few'. So one negative review might have a dramatic effect on their rating. The system will be triggered, trouble will be caused out of all proportion to the seriousness of your - quite justified - complaint.

Betty65 · 27/07/2022 20:10

Did you actually raise the issue with them at the time when you were in the practice? Often better to do this or to write to the manager with the complaint, giving them an opportunity to rectify things first.
If things aren’t then resolved, then I would say its ok to share a factual and accurate review. The purpose of Reviews is to furnish the provider with insight to improve their offering or service... that’s the point, so perhaps point that out too.

Raul57 · 27/07/2022 20:11

Leave it up and update it re any positive/negative.

Out of the hundred-odd positive reviews I had to leave a negative for a fitter having chased them for months and broken promises. They acted, I updated with the positive outcome but left the previous up as it it was a fact. They hounded me, made threats, etc via the review website telling all can of porkies EG

I was not a customer, coments were not relevant and more - my review was reved about a dozen times and worried me and it stayed up. Then weeks later they rang saying it would be nice if I took it do and not hint of an apology and I said I'd think about it as they were a family outfit I may take it down having consulted my OH. The next morning I was about to tkae it down got a rude call from and manager. I did not take it down and its still up there.

The lies and the worry and me having to get quotes and wasting my time, etc etc now makes me think I would have been a fool to take it down as hopefully, it will give a heads up to others that when things go wrong, they don't really care and feed you bs

Your review, you need to consider the pressures on your life and do you want the worry or not even though you have been honest

HermioneKipper · 27/07/2022 20:13

Oh your poor daughter. What a horrible receptionist

we actually went to the dentist a few weeks ago and my daughter was also crying because she was nervous and hasn’t been to the dentist in about 2.5 years. The receptionist and dentist were both lovely and really cheered her up. Maybe I should write them a glowing review online 🤔

saraclara · 27/07/2022 20:17

Betty65 · 27/07/2022 20:10

Did you actually raise the issue with them at the time when you were in the practice? Often better to do this or to write to the manager with the complaint, giving them an opportunity to rectify things first.
If things aren’t then resolved, then I would say its ok to share a factual and accurate review. The purpose of Reviews is to furnish the provider with insight to improve their offering or service... that’s the point, so perhaps point that out too.

If you read the OP's posts you'll discover that the OP had already talked to the practice manager about this woman before.

DGay · 27/07/2022 20:22

TotalTired · 26/07/2022 13:29

The office manager agreeed the receptionist does lack certain social graces but said it makes it look like a unfriendly family clinic as there have been others saying the same. The receptionist seems to hate kids

You can say you'll take it down when they get rid of the problem since you're not the only one complaining.

DGay · 27/07/2022 20:25

TotalTired · 26/07/2022 12:58

Just has a slightly intimidating call, disguised as finding out more facts, regarding a very honest review I wrote for my dentist which involved my kids. An incident happened yesterday and I wrote about it. I mentioned a lot of positives along with the incident.

practice manager just called me saying they will speak to the person. She then said will I please take it down as it doesn’t look good on the clinic. I told her it was 100% the truth and I stand by it. She said she wants me to take it down as it affects the surgery, I told her I will think about it.

aibu - take it down - yes
not being unreasonable don’t take down - no

I took my granddaughter to the dentist yesterday. Her mom was slammed at work and couldn't get off. Everyone and I mean everyone there were so sweet. It's definitely a place I would recommend for parents to take their kids. No rude employees and they were swapped with kids getting their teeth worked on.

TmFid · 27/07/2022 20:33

I wrote a good review once for a hairdresser when the stylist was incredibly rude and dismissive. Had a similar message by the owner asking for my number and a chance to resolve. He was as awful and I did not remove the review.

Aria999 · 27/07/2022 20:34

@Betty65 I disagree, the purpose of reviews is to share your opinion with others who might use the service

bendmeoverbackwards · 27/07/2022 20:35

Ridiculous. Reviews are there for a reason. If an organisation wants glowing reviews, then provide good or excellent service and that includes all staff members.

PurpleFlower1983 · 27/07/2022 20:38

If they’ve had multiple bad reviews then the person needs a course in dealing with the public, YANBU.

Adios2011 · 27/07/2022 20:53

Leave it on there OP, if there's several reviews about the receptionist then they need to deal with her. She can't keep getting away with it and then have the manager telling people to take reviews down

WhimsicalGubbins · 27/07/2022 21:17

I take a really girl stance with things like this.
If your review was the complete, unfiltered truth with absolutely no embellishments or emotion then do NOT take it down.
Reviews are there to serve the purpose of real experiences for the benefit of others.
If everyone who wrote a less than positive review took it down, you would have 5 star establishments as far as the eye can see, leading people to trust what they shouldn’t.

The practice manager is 100% out of order for asking you to remove it, and quite frankly I’m flabbergasted that she has the bare faced cheek.
Truth be told, if this was me, I’d be leaving a follow up stating that I was being pressured into removing my review-but that’s just me, lol!!

Bpdqueen · 27/07/2022 21:18

I wonder if we have the same dentist our receptionist is awful to she's so rude and blunt to everyone and there are multiple bad reviews about her on the website. I won't say anything as I can't risk losing an nhs dentist were very limited in my area but if your leaving anyway you have every right to write a review as long as it's 100% honest & especially if similar has happened before so it wasn't she was just having a bad day. Our dental receptionist nickname is the dragon lady 🤣

Silvers11 · 27/07/2022 21:27

Leave it up. The Practice Manager has her head in the sand, if others have complained and she knows there is a problem with the receptionists because others too have complained. If they know the receptionist is very bad at dealing with children and don't do anything about it, then they simply can't claim to be 'family friendly' They need to deal with it. You have done other people a favour by telling them of your experience so that they can make up their own minds. YANBU

limitededitionbarbie · 27/07/2022 21:34

Leave it up. It was your experience.

Namechangehereandnow · 27/07/2022 21:50

If it happened exactly as you said, I’d leave the review. You’re right, a review is your own personal experience of an item or trade etc. I don’t like sites/companies that doctor their reviews, that’s not helpful to anyone. They should be able to take criticism as well as praise. They should be managing their staff, NOT their reviewers.

Biophilia123 · 27/07/2022 23:03

Well, your view is your view. They should have other views on their site, so how is your view brings the clinic down? People reading it should form their own views, seeing at all available feedback. The fact you were told to delete it is bad practice, as the best way would have been for the practice to respond publicly-it is in the quality of the response lots can be said about the practice, rather than silencing you. If your feedback was malicious it will stand out like a sore thumb.

Biophilia123 · 27/07/2022 23:09

Others saying the same so...the easy way js to silence everyone...and keep this happening...(the practice manager originates from an abusive background-and i am not charging for this opinion!)

niugboo · 28/07/2022 08:34

i always think it’s better to approach places at the time rather than attempt to destroy theirreputation.

i have seen your review. It’s not balanced at all and actually makes you look bad not the practice. I’m not sure why they care based on that.

Vynalbob · 28/07/2022 10:05

You're definitely not being unreasonable. I think the negative answers are down to people not reading your clarifications (or work for your dentist 😁🙄).
If it happened twice I'd definitely do exactly what you did.
Hope you get a decent dentist & receptionist next time.

All the best

BellePeppa · 28/07/2022 10:15

saraclara · 27/07/2022 00:19

They're really not. Don't generalise and slag off every single person who does the job. It's lazy and stupid if you.

And no, I'm not a receptionist.

Show quote history

Unfortunately there are too many receptionists who are unfriendly, patronising and really quite hostile. There are lovely ones as well but it’s not a coincidence that a lovely receptionist is usually acknowledged (even if it just to a friend) as they are the exception not the norm - imho and personal experience - although more do seem to be better than they were years ago.