Feefo site Feedback - any experiences?

[Merlinswife]

Does anyone work "In the business" so to speak? ie in a store or business selling clothes etc?

Reason I ask is that I placed an order with a company and took into account some of the reviews on Feefo- albeit with a small pinch of salt.

It's now over 2 weeks since I had my iten delivered and there were a few teething problems with the order which I'd like to mention of the feefo feedback, although overall the service was good. But- guess what- the company has not contacted me details of how to post on Feefo, despite saying they would.

This has made me wonder if the company in question is just a bit slow off the mark in forwarding my email address to feefo OR if they would prefer me not to review because of the slight issues I had .

I bought some stuff from tk Maxx and they sent the wrong size. Reviewed on feefo (they sent me a mail to do so) saying incorrect size but lovely product. Within a few hours feefo had replied saying they had forwarded to tk Maxx and then tk Maxx refunded delivery charge and apologised.

Hi Merlinswife. I'm John and work for Feefo. I can answer your question. What normally happens is that the retailer uploads the details of their sales to our system and this automatically sends it out to you to ask for your feedback. Some retailers work with a system that uploads automatically and others do this in batches every few days/weeks.

from a business point of view, you can see how it works here www.feefo.com/en/en/page/how+feefo+works and we are working on a more user friendly version for consumers.

Hopefully you will get your review email soon, unless they are snowed under in the run-up to Christmas.

Without wishing to bang the company drum, I can say that the feedback you see from Feefo is 100 true and un-edited. We cannot get into that bit of the system unless there is an obscenity. We are licensed by Google and we have no desire to start cutting corners in the way they want the systems to work.

Hope this answers your question and puts your mind at rest.

All the best

John

Hi John- wow that's a scoop having you reply here! As I can see, the potential weak link in the feedback chain is that Feefo is dependant on the retailer uploading their buyers' email addresses. If they choose not to ( assume they can control that?) then quibbles about the product or service may never make it to Feefo? I purchased something quite expensive online and although the service was good there are a few things I'd like to comment on. I suppose it is possible that retailers select which customers' sales and details they send over to you?

Morning Merlinswife - In reality every retailer seems to upload the details of every sale as one of the key things about Feefo is the additional business intelligence they gain by listening to customers who care enough to tell them when they get it wrong. This is really critical and far more valuable than most research as from a brand perspective, the opposite of love isn't hate, it's apathy, so those who care enough to tell you deserve to be heard.

You are probably right in that technically they could single out people they have had problems with and not upload their sales details, but I think in practice, this would be counter-productive and quite unlikely.

Some of the other systems out there are far more blatant in that if you write a negative, the retailer is allowed to moderate, re-write or simply not display feedback, which isn't the case with Feefo. So, in the main, our retailers tend to be more willing to hear the good with the bad.