Yelp: We don't extort

9 replies
Yelp's blog responds to critics:

"So why does this misbelief exist? Ironically, it stems from Yelp’s efforts to protect consumers from those who are constantly trying to game the system. Yelp uses automated software to showcase the most helpful and reliable reviews from among the millions submitted. Those that don’t make the grade -- about 20 percent -- are posted to a separate "Filtered Review" page. So, in trying to prevent unethical wrongdoing on Yelp, Yelp gets accused of the same."

Yelp Official Blog: No, Yelp Doesn
#extort #yelp
  • Profile picture of the author DABK
    Nah! They're lying.

    About 8 months ago, I came across a bakery that makes the best tiramisu and a few other things. They also make some things I don't like that much.

    The stuff I like I like so much I, who never do such things, told every one about this place, even people I barely knew. I also went to yelp and wrote about my experience with this bakery.

    By then I'd had found my way there several times, and every time the quality was awesome.

    So, I said that in my review.

    Guess what, it's filtered.
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  • Profile picture of the author Aaron Doud
    Yeah the filter is designed to filter 5 star reviews from people who don't use yelp. Had you given them a 4 it would have held.

    That is a problem with the system. The extort claim comes from the fact that the filter seems to act differently depending on if you are a paying customer of yelp. So if you pay it doesn't filter out reviews like yours as easy.

    Overall Yelp doesn't realize that they are shooting themselves in the foot. They want to filter out fake good reviews. But many of the good reviews they filter are from first time users who were made aware of yelp as a place to leave reviews by a business.

    When they go back later to show their review and how cool it was to leave to friends they will find it filtered, wonder why, and not continue to use yelp. Where is the filter was better that review would be showing and they might decide to leave other reviews and their friends who they show might as well.

    In the end yelp will end up being full of elites (who sell reviews so make money while yelp doesn't) and other power users who will over time leave but will not be replaced by new users since unless a new user complains their review won't stick. And people who complain will use public channels they know and the average person doesn't know yelp and in time I am sure google will lower yelp's rank in search so new complainers will be less likely to find them.

    And even if yelp becomes full of complainers that will be bad. Since the average review score will go down it will be harder to upsell free business profile users. Why would they want to promote a place where they have a 2,3, or 4 when on other sites they are perfect?

    Yelp simply doesn't understand what their model is well enough. They are focused too much on a core group at the expense of new users (they life blood) and businesses (where their income comes from). Rather they extort isn't the issue anymore. The issue is that their systems have caused people to think they extort and perception is reality rather it is true or not.
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  • Profile picture of the author spesialis
    Funny, I've had couple of clients which also ex-clients of yelp (ex-advertiser) ... they stopped paying because of the exact reason ... they think yelp were extorting them.

    Extorting, not duping ... they used that word.
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    • Profile picture of the author Tess D
      Yelp filters all of my reviews. I am registered on Yelp for one business (for which I obviously cannot post a review) but since I became that restaurant's sm person, ALL my reviews (all positive) of other restaurants are filtered.
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      • Profile picture of the author Aaron Doud
        Originally Posted by AnneHouse View Post

        Yelp filters all of my reviews. I am registered on Yelp for one business (for which I obviously cannot post a review) but since I became that restaurant's sm person, ALL my reviews (all positive) of other restaurants are filtered.
        Yeah they fear businesses getting together for round robin reviews.

        They worry too much about fake positive reviews.

        Here's the thing. Fake reviews happens. We all know it. But the bad restaurants like Amy's Bakery for example can never get enough fake reviews to overcome the bad. When your business is bad reviews will reflect it. Just as the opposite is true and being that opposite is part of what makes working for the company I do so much fun in my main "job". It's the reason we have a 29/30 on google. And the reason we have more filtered reviews than showing ones on Yelp. Because they do filter 5s. It's clear they do. Change it to a 4 and it will go live.
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        • Profile picture of the author digichik
          Originally Posted by Aaron Doud View Post

          Because they do filter 5s. It's clear they do. Change it to a 4 and it will go live.
          This is not necessarily true. I have a friend who has had all of his reviews filtered, 1-stars thru 5-stars. He enjoyed using Yelp and decided to contribute, but now that all of his reviews(approx. 15 reviews) have been filtered, he feels posting reviews on Yelp is a waste of time.

          You're right they are shooting themselves in the foot, by disregarding new users.
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  • Profile picture of the author Aaron Doud
    Weird I've heard from dozens who did the 4 trick and got listed. Either way yelp pretty much has admited that "5" is one of the flags the filter looks for. So just posting a perfect review gives the reviewer one "strike". Add in first time reviewer and the filter chance is nearly 100%
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  • Profile picture of the author onSubie
    Yelp reps will tell restaurants/businesses that if they pay Yelp, Yelp will show the high star reviews. Without paying they will only show the 1-2 star reviews.

    Of course, Yelp denies this and says "if" it happens it is only isolated cases of Yelp reps not following company policy.

    Right.
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  • Profile picture of the author battleweb
    I know there are some really strong opinions on this one. I'm surprised there aren't more responses here.
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