What started out as a simple one star comment I posted on eKomi's customer reviews has turned out to be nothing more than a catalogue of deceit and avoidance by eKomi.
I purchased inks from a company who were showing the items in stock, I chose this company precisely because I needed the inks urgently and was supposed to receive them in 24 hours. As it turned out I waited for three days only to find they were not in stock and would have to wait longer, based on the time I had already wasted I decided to cancel the order and buy elsewhere so my money was promptly refunded. Based on this experience I decided to leave comments and a one star rating on eKomi to publish. Instead my review was automatically taken by eKomi into their 'Mediation' system. Fair enough you may think , as it gives the supplier a chance to put his case which they did. Correspondence followed with the supplier offering a discount on my next order, this was then later increased to a higher percentage none of which was relevant as I had no intention of ordering from them again anyway. I have never asked for or expected any discount or compensation of any sort when I posted my review with eKomi, all I have ever expected is that my perfectly justifiable review is posted as it should be.
Despite my constant questioning as to why it was not being published I never had any meaningful reply from eKomi. I looked into this further and was shocked to find they NEVER publish any review below 4 or 5 star. I continued asking for my original review just to be published as it should be but never received any response to the question. Finally, or so I thought, they closed their mediation process and found in my favour and stated 'the customer review has been activated'. Well apparently not !. I searched for it without success asked them again where it was...and guess what still no posting but they re-opened the mediation again....yes... re-opened a closed mediation. So I asked them again .. 'I also notice you have still not published my review yet. I checked every review back to page 155 (approx 1,550 reviews, all of which were 4 or 5 star) to see if it was posted at it's original date (2013-03-29 at 12:30) and it was not, the nearest other postings were 12:17 and 12:50. What do you intend to do about this.' ..What was their response ..as you would expect ..Nothing!. They have now closed their mediation again.
Their entire ratings system is nothing more than deceit at best and possibly fraud. they have designed a system which effectively blocks all 1,2 and 3 star reviews, this is totally deliberate and no accident. Their deceit is of the customer who believes their review will be published but will not. Their deceit is in their advertising which states it gives genuine ratings and reviews, They cover themselves by using carefully chosen statements such as trust,...a reliable service....safe and transparent. Worst of all they were advertising ''100% Guaranteed real customer feedback".
It would appear they have absolutely no intention of publishing reviews below 4 or 5 star, despite their claims of Guaranteed 'real customer feedback' - It seems all reviews go before eKomi's review team who release the review providing there are no 1,2 or 3 star ratings, if there are it goes to 'Mediation'. When customers look at the reviews a company receives it quite rightly expects ALL reviews to be shown , how else can they make a judgement,. By filtering out low ratings eKomi are deliberately distorting the true picture of the feedback process, this may well put companies in a good light but I believe it's actions not only undermine the entire Customer Reviews process it distorts the truth, is deceitful by deliberately misleading the customer and also possibly fraudulent.
I think many will agree, that nowadays when we purchase from the Internet, without being able to actually see what we are purchasing, we hold a lot of trust in honest reviews, whether they be positive or negative, both are important to help us make a decision. Therefore when purchasing from a site recently, I was so impressed by the feedback collected by Ekomi, absolutely no negative reviews...this company must be outstanding!! However, I quickly learned why. I'm not saying that the reviews collected by Ekomi were incorrect. Sadly, my purchase experience was not a good one, so I left a negative review. Ekomi do not automatically publish your review, but start an arbitration process, to allow the matter to be resolved between seller and buyer...fine, great idea! However, the problem was never resolved, even though the company were prepared to offer me a very small partial refund. I found this unacceptable and felt my review would actually be more helpful to guide future purchasers. After a certain time period, I believed my review would be published, but no, Ekomi simply closed the case and advised my review would not be published, even though the arbitration process did not resolve the matter. They simply use the arbitration process as an excuse to not publish negative feedback. This is why Ekomi are not a reliable source for good honest feedback.
derotter vond deze beoordeling nuttig
With the greatest of respect to customers who have bad experiences from poor service suppliers I do understand your frustration as I have been in the same situation myself.
No-one is perfect, there are always two sides to every feedback and ‘circumstances can sometimes be beyond the supplier’s reasonable control' such as bad weather, third parties and carriers, who can let down even the most professional and organised companies.
I honestly believe it is how you react to resolve the situations that makes the difference.
Ekomi arbitration system I believe is really fair for both parties as it allows the supplier to explain the situation specific to your feedback and offer a solution for your consideration.
Whether you are satisfied with the solution or not, if you respond within the time period (both parties have the same time restrictions) your negative feedback will be published alongside any comments from your supplier.
Surely this is the fairest way for everyone, as it enables future visitors to make up their own mind on the relevance of the feedback by reading a balance of both points of view.
I was asked to used eKomi to review a computer repair shop I had recently used.
I didn't have a positive experience at that shop and more than one of the customer service reps was rude throughout the process. In the review I described my experience and gave them 2 (out of 5) stars. The next day I received an email saying the company would like to begin the arbitration process, facilitated by eKomi.
The company offered to give me free follow up service to make up for the initial negative experience, in exchange for removing my negative review. Although I greatly appreciated the offer I declined simply because I had moved out of the area and wouldn't have a chance to return for service. The company replied and said that was unfortunate but they understood and respected my decision.
So instead of just posting my review, eKomi kept us held up in the mediation process indefinitely and never posted my review. I attempted to contact them to clarify the situation but am yet to receive acknowledgement from eKomi.
I recently looked at the company's website and they have ALL positive reviews with 4 or 5 stars. It is evident, from my experience, from the experience of others, and from the lack of any negative or neutral reviews, that eKomi simply ignores the less-desirable reviews and only posts the positive ones.
The whole thing smells of scam and I suggest consumers do not trust eKomi reviews!
I was asked by a company to give an honest review to eKomi regarding the service I had received. They were obviously unhappy regarding the review as they offer me my money back or more store credit to withdraw the review. I said it's important to maintain a true picture in the reviews so I wouldn't withdraw my review however It's never been shown. I contact eKomi but got no reply.
I couldn't trust any eKomi reviews after my experience of the system. I would advise people to be careful about which reviews they listen too.
Beware of eKomi's reviews.
eKomi only accept reviews on completed purchases so if you order goods and they don't materialise or you return an item and don't get a refund for more than 3 months you can not post a review.
The chances are if you have received the goods you are going to post a positive review, this in turn will naturally filter the majority of reviews in the retailers favour.
Also when viewing the reviews the positive reviews are always displayed by default, unlike a lot of review systems that display in date order regardless of quality of review. To view negative reviews you have to look for the specifically, this again gives a biased view of the company.
In a nut shell, eKomi generate revenue from the retailers/sites that use their system, they are going to show the company in the best possible light....which may be biased.
Made a reasonable complaint about an online supplier using eKomi for feedback then got drawn into a protracted 'mediation' process - the only purpose of which was to have the 'negative' comment removed.
Received an apology for the supplier but declined to remove the comment since the root issue not resolved. eKomi told me that since the issue had been 'resolved' the comment was being removed.
I felt the process was manipulative and far from transparent. Will not trust any ratings from this provider.
I have have been using ekomis reviews on sites in the Uk and Germany. I find them very rescourceful, especially when buying crossborder.
Once I had an issue with a delivery and provided a negative feedback to the vendor. After going through abitration my feedback was published. I never felt they didn't want publish my feedback.
Bad reviews are never shown, it seems to me that bad reviews are never published far from being an independent reviewer they are the opposite.
I made the misfortune of ordering from a site which uses thier reviews only to find the same site on here has reviews that are more reflective of the actual company mostly bad, however Ekomi have them at 4.4 out of 5
Absolute con artists not sure how they are getting away with it.
Jean-Baptiste vond deze beoordeling nuttig
Ekomi filters reviews in the interest of the merchants paying them.
I had to cancel an order because a merchant charged additional fees that made it a bad deal. I wanted to post a (neutral 3*) review on Ekomi, but they rejected my review and said I had to send it to the merchant for approval! The reason, they said, was that I didn't have a transaction on record, and therefore couldn't write a review.
This is ridiculous! A bad customer experience, resulting in a cancelled order cannot be posted as a review. Ekomi is clearly maintaining the interest of the merchants who are paying them, and not the customers who are coming to them for accurate reviews.
If you are a customer of an e-retailer and see the eKomi badge, do not trust it or the rating! eKomi are a shady astroturfing company which are paid by their clients (websites) to make it look as though their businesses are reputable. They have a so called "arbitration" process in which they deliberately discard negative reviews about their clients. If you don't believe me, check out the sales area of the eKomi website, where they pursuade website owners to purchase a license for their product. "Protecting against negative reviews" is one of their major selling points.
Interestingly, if you see a website with the eKomi badge, I'd urge you to check out those company's reviews on Google which have been published by a system other than eKomi. You will often find overwhelmingly negative reviews, because the company you're looking up has purchased an eKomi license to hide how bad they are.
Given that websites often pay this eKomi to depict an untrue positive view about themselves, the idea of eKomi reviews being "independent" is utter nonsense. There is nothing objective about eKomi reviews because eKomi is a PR company.
product does what it says but im not sure if it's worth paying for - easier to direct your customers to a different review website for free.
customer service is not good. they need some sort of email ticket tracking system. they rarely reply and never call you back.
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