When Amazon (and others) Delete Reviews
Not everyone takes the time to write a review. We’re all busy, after all, and therefore we tend to leave reviews only to highlight those experiences or products that are exceptionally positive or notably negative. If it’s just okay or good, why take the time to let anyone know?
And in this internet and search-engine-optimized world we inhabit, the reviews of a business can make or break their image, at least in their eyes. But there really isn’t much a business can do to counter a truthful negative review, other than reaching out and trying to “make things right.”
But hey, not all businesses take the time to do that. Again, we’re all busy, and no one needs to sit on their computer all day.
Worry not! Amazon (and other companies) are more than happy to remove reviews. Now, obviously, reviews that break codes of conduct should be removed, but today’s examples are going to blur the lines of what’s right, juuust a bit.
Amazon Bows to China
It was recently reported by Bloomberg, the New York Post, and others, that Amazon removed negative reviews - as well as the ability to even leave a review - on a series of books which compile speeches by Chinese President Xi Jinping.
Apparently at issue was “anything under five stars,” according to one source. And we think we have it bad when we can’t give zero.
But that’s the price Amazon is willing to pay to do business in China, towing the line of the Chinese government and taking away the voice of the people. Sure, Amazon isn’t alone is bending to the whims of various international governments all in the pursuit of the mighty dollar, but does it make you feel any better hearing this:
“Ideological control and propaganda is the core of the toolkit for the communist party to achieve and maintain its success. We are not making judgement on whether it is right or wrong.”
They aren’t making judgement, they’re just deciding that it’s worth it to y’know, let it slide. Be cool with it. Jive.
And speaking of not making judgements, here comes another recent story about a removed review.
AirBNB Axes the Anti-Vax FYI
In another recent piece of reporting, Slate writer Leila Sales detailed an AirBNB stay she’d shared with her father. Her five star review highlighted the comfortable accommodations, the ideal location, and the friendliness of the hosts, who also lived on site.
To end of her review, Sales included the following line:
“At the time of our stay in October 2021, the hosts told us that they were not vaccinated against COVID-19.”
For many of us, this information would be welcomed. Is it passing judgement? Yes. But so is saying that a pizza is too greasy. The difference is that exposure to a greasy pizza doesn’t have as high a chance of making you gravely ill (it could happen, but that’d be one bad pie).
You already know what happened next, right?
AirBNB emailed Sales to inform her that the review had been removed. It “didn’t have enough relevant information to help the Airbnb community make informed booking decisions,” the email explained. “We do not publish any medical or psychological information about our users.”
So that seems kinda fair, I guess? But at the same time, no? This is a global pandemic. But okay, okay, Sales makes the same point you’re thinking right now: If you’re that worried, don’t travel. That’s true. But it doesn’t make the review erasure feel any better does it? After all, wouldn’t people want to know? Wouldn’t that inform their decision?
All’s Ugly that Ends Ugly
This is the internet, and it’s always going to be a mess. Case in point is this Business Insider report from earlier this year which details the tactics of various Amazon sellers who seek to remove negative reviews themselves.
How they do that?
By emailing customers asking for negative reviews to be removed and promising refunds IN EXCESS of the cost of the original product. Would you take the bait? Again, there’s a bit of a moral line there. You get ripped off for some sucky product, but do you cash in and remove your review, or do you own it and take the L on your bank account?
Some heroes do even better, they change their reviews to reveal the scheme, or they write articles and get the listings taken down.
But again, this is the internet, and like a hydra, when one cheap knock-off product’s head, three more sprout up, under even more obscure and long-winded names. Let us pray we make it out in one piece.
