Multichannel retailers sent 14.6% more emails in the second quarter than they did a year earlier.
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He adds that “their customer service is lousy, you can’t get anyone on the phone, e-mail replies take days and, the worst part is, even if you’re a customer there for 10 years, at the end all that service is in vain. You get nothing out of it.”
On Jan. 7, about an hour after Internet Retailer shared retailers' specific complaints with ResellerRatings, Letendre of PC Game Supply sent an e-mail to the publication that reads:
“In the last 24 hours it appears ResellerRatings has restored 892 of the reviews to our profile … When we canceled our membership we had collected aprox 2200-2400 reviews, so they did not restore them all, but they did restore many of them. Not sure why all of a sudden they have decided to restore our companies reviews (sic).”
Letendre added later that he noticed the change that evening, about two hours after Internet Retailer’s message to ResellerRatings.
On Jan. 8, ResellerRatings informed Internet Retailer via e-mail that its policies have changed. “As of January 2013, when a merchant ends their subscription, previously solicited reviews and any organic reviews from merchant members will remain; however, the retailer can't solicit reviews from that point onward,” Olshanetsky says.