I’d like to start a topic about unfair ratings from buyers. I know many of you have experienced that but can not do anything about it.
Recently we’ve got two 1-star ratings with totally stupid comments. First 1 star was because the buyer didn’t unpack downloaded package and was trying to install it as a Wordpress theme. The second 1 star was with comment “after downloading the theme they forced me to purchase another widget. Really bad experience”. We didn’t force anybody to buy anything and we have very clear item description where it’s stated that some plugins are additionaly paid, which ones and what they do. So the buyer first bought it and then read the description.
First we tried to contact the buyers explaining them the situation and offered help but they didn’t respond. So we wrote to Envato support to have a look at these ratings and asked them to remove them because their false, have nothing to do with theme and basically it’s not our fault that buyers do not read item description or documentation and this is what we’ve got as a reply:
Thanks for getting in touch with support about your item rating comments. I have looked over the review provided by your buyer and believe that this is a first step to help provide more information to authors about their buyer’s experience.
Although you might not always agree with it, honest and unhindered buyer feedback is valuable and a great way to get insights into over all improvement.
The rating comments are private and for your eyes only and we hope you will consider all reviews and ratings with an open mind and that it will contribute to the future success of your business as an author.
If you do have any other concerns, please do not hesitate to let me know.
So we replied back and now we’re waiting, but we don’t believe it will change anything.
I completely don’t agree with you. I think you don’t undertsand the problem. These ratings have nothing to do with our themes at all. It doesn’t matter it’s for our eyes only, it’s not about the comment but about 1 star! Our overall rating is getting lower because of that. So basically buyers can write any bullshit they want and it’s still will be ok for you guys!
Don’t you have any rules? Where is taking care of authors? Read the forums, it’s full of posts from authors about not defending us at all. Any lies or false feedbacks or something not caused by authors should be removed. This problem is for years and nobody in Envato done anything about it.
You said “I have looked over the review provided by your buyer and believe that this is a first step to help provide more information to authors about their buyer’s experience.” so please tell me, what other information should we put in the desciption? Everything is in the documentation and we can not be responsible for people not reading it!
Would you like to share your experience with similar situations? I’d like Envato to notice the problem.