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Yelp accused of burying good customer reviews

The owner of a Vancouver electrolysis chain is accusing Yelp, the customer review website, of filtering out positive reviews about her company — skewing the rating system against her — for no good reason.

“There’s a huge market that we are missing because of their filter system,” said Jennifer Desloges, owner of Jade Electrolysis, who has been in business for 23 years.

Desloges signed a contract with Yelp — for $350 a month — to enhance the page where her business is listed on the site. She also wanted to boost the reviews, so Desloges asked her customers to post genuine comments. Glowing, five-star reviews were put up by 17 of her customers.

“These are people that really believe that coming to us has changed their lives — and they really want to help the next person to find us,” said Desloges.

After that, Jade Electrolysis gained a five-star rating on Yelp, and Desloges said the hits to her site increased. Then, suddenly, the positive reviews disappeared from her listing’s main page, and the rating dropped again — to 2½ stars.

Yelp had removed all but one of the good reviews and placed them elsewhere in the site, in a less prominent section for “filtered reviews”.

“To be filtered is kind of a slap in the face to my customers,” said Desloges.

Click here to read the full article: Yelp accused of burying good customer reviews – British Columbia – CBC News.

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