Whenever a super-scathing review of a product comes through our Customer Review App reviews, we take them very seriously.
The first things we do when we see one come in =
We check to see if there is an order on our website connected to the product being reviewed.
We will not publish hyper-negative reviews of items that were not sold through our store.
I cannot vouch for the authenticity of the purchase (IE: I cannot verify that you actually bought this item to leave such a bad review)
- I cannot vouch for the authenticity of items purchased on other sites (IE: I cannot verify if the wig you're upset about is actually the wig you think it is)
- I cannot vouch for the condition of the item you purchased on another site (IE: I cannot verify if what they sent you was new, a return, or was even the correct item at all)
- I cannot vouch for the legitimacy of your complaints (IE: I cannot tell whether or not you are leaving a negative review because you were not able to return the item due to the policies of wherever you got it and are just writing sour grapes because of it)
Folks will occasionally submit bogus product reviews to "test" us to see if we'll publish them, even if they're negative. These fake reviews are generally easy to spot because they don't have orders associated with them in our store and the people leaving them seldom provide an e-mail address so we can perform a follow-up to see what we can do for them.
Fake product reviews make shopping very difficult for people who want to know how a certain wig will or won't perform for them. It's our job to prevent them from going live.
We do have a fair number of mediocre and low-scoring product reviews posted to the site. All of these have orders attached to them in our store and were approved, even if we didn't agree with the reviewer.
The only time we'll reject a legitimate review (whether negative or positive) is if there is profanity, provocative or hateful speech directed at another person or member or our staff, or if the issues detailed in the review have nothing to do with the product (examples include reviews left under the wrong item in our store or people asking for tracking updates via comments).