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Complaint: [redacted]I am rejecting this response because:
Hi Helen,
In response to your message dated 12/18/17.  On 10/27/17, M. Pomales, the Account Executive for Yelp Inc. called with a special promotion that was ending very soon.  And was glad she had reached me in time to take advantage of this great promotion.
She explained to me that I could get $150.00 free advertising for 6 months, she asked me how many new customers that I thought we could use per day.  I told her probably 15, I didn’t want to be inundated with customers since we are a small company.  That’s when she said “OK” anything over 15 clicks would be an additional charge.   She said that plan would be $450.00 per month but, that I could cancel at anytime.   Then she asked me if I wanted to include a “Call to Action Button”for an additional $2.50.  I said “OK”, for $2.50 that would be good.
By the way M. Pomales explained this promotion, I was going to be able to try out the Yelp advertising free for 6 months.  Then after 6 months I could continue the program for $450.00 plus $2.50 or I could cancel it.
M. Pomales asked me to fill out the information on-line which I did.  When it came to the credit card information, I didn’t want to put that information down.  She told me that was the only way this program could be set up, in case there were any extra charges.  I reluctantly entered the information.  Then I received the “Welcome to Yelp Advertising: Your Ads Are Now Live!”email.
I read down through the email but I wasn’t concerned because I knew I could cancel this program at anytime.  I was lead to believe that I had 6 free months to try this program out and that I could cancel at anytime.
At no time did I agree to pay $450.00 per month plus $2.50 per day, Starting on 10/27/17. It was my understanding that the agreement would start after 6 months of Free Advertising.
My conversation with M. Pomales on 10/27/17 was recorded, according to Yelp, Inc.  If you listen to that recording, you should be able to hear how this promotion was presented to me.
I do not feel I owe this invoiced amount.  Please issue $525.00 credit.  Also, I do not feel I should pay any additional charges for being mislead.  Please remove my Credit Card information from your company’s records.
Sincerely,Angie [redacted]

Hi [redacted],Thank you for your response.We want to reiterate that your advertising program had a $275 maximum monthly cost per click budget cap, which means you were charged when someone clicked on your ad and agreed to pay up to $275 per month for those ad clicks. The price you paid per click was based on competition and relevance, but you always paid the least amount needed to win the click. We aimed to maximize the number of clicks you got for your budget over the course of the month, and advertisers should plan to have 100% of their budget fulfilled. Occasionally competitive demand prevents this, but advertisers will only be billed for the cost of the clicks they received in that monthly billing period.We also want to address your comment, "they are paying someone minimum wage to click on company sites to guarantee a monthly payment." We want to assure you that this is not true. In fact, we use a variety of industry-standard measures to detect and prevent invalid traffic and click fraud. For example, we monitor our clicks and impressions for fraudulent activity, and frequently update our filters to exclude activity from known offenders. We also subscribe to the Internet Advertising Bureau's bot list, which gives us an industry-standard filter in addition to our own more rigorous ones.Regards,[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/05/12) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]
You expressed concern with the recommendation software. As you may have read, the goal of...

Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.
It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. You wrote, "We would respectfully expect that our ratings from our genuine customers be posted in the 'Recommended for reading' section," but please understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
With regards to your comment, "Are they creating an incentive for us to have to pay them??", we want to make sure you know that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-... to learn more.
With regards to the order of the recommended reviews, the default order (Yelp Sort) attempts to show reviews that help consumers make informed decisions. For example, the first review displayed for a business will typically be one that reflects the average star rating of a business based on the recommended reviews. The order is determined by recency, user voting, and other review quality factors, which is why an older review may appear before a newer one. Keep in mind when viewing a business a user can sort the reviews in a few other ways by date, star rating, and those written by Elites.
Finally, you expressed concern that you were unable to get in touch with anyone at Yelp. Our Yelp Support team doesn't offer phone based support, but they do provide email based support through our Support Center (http://www.yelp-support.com). We've tried to include detailed answers to the questions we most frequently receive in our Support Center, but there may be situations you encounter where you'll need to contact our Support team for assistance. For these specific situations, there are articles in the Support Center that include submission forms to inquire about the issue.
Regards,
[redacted]
Yelp Inc.

Initial Business Response /* (1000, 5, 2016/01/12) */
Hi [redacted],
Thank you for writing. we are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]
We are sorry to hear you were not satisfied with your advertising campaign. To be clear,...

while the goal of advertising on Yelp is to drive more traffic to the business page, which may ultimately result in more customers, it is important to keep in mind that results are not guaranteed. When advertising with a packaged Cost Per Click program, you elected to pay every time a user clicked on your ad impression. You were also paying for the featured video, call tracking, and an enhanced profile (which included features such as competitor ad removal and a photo slideshow).
As you may recall from the email you've received from [redacted], your advertising program has been cancelled as of January 12, 2016. Per the terms of your advertising agreement, we require 30 days written notice to your account management contact if you wish to terminate your advertising program. In reviewing our records, it appears you sent your initial cancellation request in on December 1, 2015, which should have allowed your ads to be terminated on December 31, 2015. We apologize for this oversight, and are waiving the early termination fee. Additionally, you will not be charged for the advertising services that were delivered in January.
We hope you will continue to take advantage of the free features available to you on your business account to engage with the Yelp community. For guidance, please visit https://biz.yelp.com/support/using_business_account
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The sales speech is complete different to the reality. Is hard to believe in the numbers they report when you compare with the results showed by Analytical tools such Google Analytics. At the end was my fault to sign such a Yelp bias contract.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page.While we enable business owners to submit changes to business pages on Yelp, our moderators evaluate those changes to ensure they meet our standards. In this situation, it looks...

as though your suggestions had initially been rejected because we could not verify the new information at that time.That being said, we've since been able to verify the new information and have updated your business page accordingly: [redacted]Regards,
 [redacted]
 Yelp Inc.

Hi [redacted],Thank you for your response.It sounds like you are disputing the accuracy of the reviews by [redacted] Our team has taken another look at the review by [redacted], and we reached the same conclusion as before and are unable to remove the review. We've also looked at [redacted] review, and have elected to leave it up. We don't take sides in factual disputes; if a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.In some situations, business owners may want to message the reviewer privately, or post a public response explaining their own version of events. It looks like your colleague [redacted] has already responded to [redacted] review, and he might consider responding to [redacted].'s review too. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns. [redacted] can access these features using our free accounts for business owners [redacted] and he can find more information about how to respond to reviews here: [redacted]These decisions aren’t always easy, but please know we looked at these reviews closely before reaching our decision.Regards,[redacted]Yelp Inc.

Hi [redacted]Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]You expressed concern with some reviews. If you come across content that you feel may violate Yelp's Content Guidelines...

([redacted]), please let our moderators know by reporting it. You can do so by finding the content in question, clicking the flag icon on the website or the More Options/Overflow Menu (3 dots) on the app. You'll need to be logged into your account to report content.To learn more, please visit: [redacted]While reporting content doesn't guarantee that it'll be removed, our team looks at every inquiry and carefully evaluates the content against our guidelines. Each case will be reviewed by our team in the order it was received.You also expressed concern with the recommendation software. As you may have read, the goal of Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. Please also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted]Regards,[redacted]Yelp Inc.

Hi Ronald,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Video to Life Productions. Our records indicate you signed up for an advertising program with $50 monthly fixed costs plus a monthly ad click budget of $275, for...

a monthly maximum of $325. The monthly fixed costs are for your business page upgrades, which included features such as a call to action button, a photo slideshow, and competitor ad removal. Your advertising program is a cost per click (CPC) program and your monthly ad click budget was set at $275, which means you are charged when someone clicked on your ad and you agreed to pay up to $275 a month for those ad clicks. While you may have discussed the video hosting feature with your sales representative, it appears that this was not a feature you ultimately signed up for. Additionally, please note that video hosting costs an additional fee. It also sounds as though you may be concerned about the possibility of fraudulent ad clicks. We use a variety of industry-standard measures to detect and prevent invalid traffic and click fraud. For example, we monitor our clicks and impressions for fraudulent activity, and frequently update our filters to exclude activity from known offenders. We also subscribe to the Internet Advertising Bureau's bot list, which gives us an industry-standard filter in addition to our own more rigorous ones. We also want to assure you that Yelp ads clicked on from a Yelp IP do not count towards the ad clicks you saw in your Yelp for Business Owners account.You can view the number of ads that have been delivered, the number of times your ad was clicked on, and the average cost per click by logging in to your Yelp for Business Owners account at [redacted]/ and clicking on the Yelp Ads tab. However, we don't disclose additional information about the ad clicks due to privacy concerns.Cost per click ads and business page upgrades are being delivered in accordance with the advertising agreement you signed. Per your request, your advertising program has been set to cancel at the end of your 3 month commitment on November 25, 2017.Regards,HelenYelp Inc.

Hi [redacted],Thank you for your response.You wrote, "These reviews are fake and for some reason still pass your 'algorithum' Check out the profiles of the people leaving the reviews, nearly all of them have no picture and just one review (of our old business)." It sounds like you are referring to our automated recommendation software. As you may have read, one of the ways we try to help Yelp users discover local businesses is by using automated software with the goal of showcasing reliable reviews. The software looks at dozens of different signals, including various measures of quality, reliability and activity on Yelp. This means that solicited reviews may not be recommended by our software, but sometimes a legitimate review may not be as well.Because our recommendation software is automated, the Yelp Support team cannot manually override the software to recommend or not recommend a review. That said, our recommendation software runs on a daily basis, so reviews that aren't currently recommended may be recommended in the future, and vice versa.Please visit our Support Center for more info: [redacted]You have again expressed concern with some reviews. We've taken another look at [redacted] and [redacted].'s reviews of [redacted], and since they appear to reflect their firsthand experiences at this business, the reviews have been left up. If a review appears to reflect the user's personal experience and opinions, we allow the user to stand behind their review.You also wrote, "demanding money is against Yelps policy." Yelp's Terms of Service ([redacted]) prohibit compensating someone or being compensated to write or remove a review. That said, it's important to distinguish between customers who have a negative experience and let the business know that they intend to talk about it on Yelp versus those who might go from business to business threatening to fabricate negative reviews for special treatment.For more information regarding this issue and and to send us any other information you have about this kind of behavior so that we can take action if we deem it appropriate, please visit: [redacted]You have again asked for the business page to be removed, but as previously stated, we don't remove business listing information, even if a business has closed. Yelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principles. Generally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." [redacted] That said, please keep in mind that closed businesses eventually stop appearing in Yelp's search results over time.Regards,[redacted]Yelp Inc.

Hi Heidi,Thank you for writing again regarding your business page for [redacted]You expressed concern that a review that was previously not recommended is currently recommended, and you wrote, "I believe that Yelp themselves wrote this bogus review." We want to be clear that...

Yelp reviews are from Yelp users and reflect the opinions of Yelp users. There is no relationship between reviews and anything having to do with Yelp Ads or the Yelp Ads sales process. A business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit [redacted] to learn more.As you may have read, the goal of Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp. It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. Please also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review.As we noted in our previous response to you, our recommendation system is not static, so reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors. For example, the software might pick up new information as time goes by that makes a reviewer seem more trustworthy, or the information we have about a reviewer can grow stale.To learn more about recommended reviews, please visit: [redacted]You have again asked that we remove your listing from the site, but we can only restate what was indicated in our prior messages: Yelp doesn't remove business listing information. Yelp is allowed to publish business names and publicly available information about businesses under the well-established fair use doctrine, as well as First Amendment principles. Generally speaking, this means that we can display business names and trademarks "for purposes of comparison, criticism, point of reference, or any other such purpose." See [redacted]We also want to address your comment that other sites "allow [you] to respond without any limitations such has claiming a listing or paying for advertising." To clarify, claiming your business page is free, and so is the ability to respond to reviews about your business. You can get started on claiming your business page by clicking the "Claim this business" button, or the "Work here? Claim this business" link on the business page. Please visit our Support Center for more information: [redacted]Finally, we wanted to let you know that we've gone ahead and informed our Sales team that you no longer wish to receive any communication from them. If for any reason you continue to hear from them, please let us know at [redacted]Regards,
[redacted]Yelp Inc.

Initial Business Response /* (1000, 5, 2015/12/04) */
Hi [redacted],
Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted]
We first want to be clear that a business's decision whether or not to advertise...

on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and http://officialblog.yelp.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-... to learn more.
We have taken a second look [redacted] K's review but, after careful consideration, we reached the same conclusion as before and are unable to remove the review. If a review appears to reflect the reviewer's personal experiences and opinions, it is our policy to let the user stand behind his or her review.
We noticed that one of your colleagues has already used the Yelp for Business Owners Account to post a public comment on this review. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns.
Regards,
[redacted]
Yelp Inc.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yelp is violating their own posted policies.
The review in question clearly and unambiguously refers to a review that was removed due to conflict of interest (from a former business partner). By referring to that review, the new post both represents the same conflict of interest AND violates their terms of service where they state that no poster can help another person violate their terms.
Unfortunately, another review of mine (to an unrelated business) was removed on 12/9/15. The timing suggest that this is their first move in retaliation for pointing out that Yelp will help users violate Yelps terms of service if it give them leverage in which to take money from legitimate small businesses. I fully expect that Yelp will start showcasing negative reviews and removing positive ones as their retaliation continues.
Yelp is clearly using their ability to impact our business as a way to get us to pay them. There is absolutely no other reason why they would leave up a derogatory post that violates their "Personal Experience" TOS (Yelp's TOS: "We want to hear about your firsthand consumer experience, not what you heard from your co-worker or significant other. Try to tell your own story without resorting to broad generalizations and conclusory allegations.") and their enabling of others to violate their terms of service (From Yelp's TOS "You also agree not to, and will not assist, encourage, or enable others to:
Violate the Terms;")
The fact that an entire section of the review are allegations not based on ANY personal experience, we can only conclude that Yelp is not interested in behaving in an ethical and consistent manner towards those who do not pay them.
Final Business Response /* (4000, 9, 2015/12/21) */
Hi [redacted],
Thank you for your response.
You have again stated that the review by [redacted] K should be removed. However, as the majority of this review appears to reflect the user's personal experience and opinions, the review has been left up.
With regards to your comment, "Unfortunately, another review of mine (to an unrelated business) was removed on 12/9/15. The timing suggest that this is their first move in retaliation," we want to assure you that Yelp does not retaliate against businesses for any reason, including asking questions, expressing concerns or filing complaints.
You have again alleged that Yelp manipulates reviews to favor advertisers. However, with respect to reviews, paying businesses have absolutely no advantage. The automated recommendation software does not distinguish between advertisers and free listings, and the revenue side of our business operates independently of the content side of our business, just as a newspaper might put a firewall between their advertising and reporting functions.
You also expressed concern with the recommendation software. As you may have read, the goal of Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.
It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. Please also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.
To learn more about recommended reviews, please visit: http://www.yelp-support.com/Recommended_Reviews?l=en_US
Regards,
[redacted]
Yelp Inc.

Hi Dominika,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Dominika[redacted] - Keller [redacted] We appreciate your feedback, and have forwarded your message to the appropriate parties for their consideration. Our...

records indicate you spoke with a sales representative on November 3, 2017. However, it looks like you did not sign up for advertising services with this sales representative, and instead signed up on your own for a self-serve advertising program on November 4, 2017. On that date, you redeemed a $300 promotional ad credit. To redeem the $300 credit towards Yelp ads, you were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. You set your Cost Per Click monthly budget at $300. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account. Your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your $300 promotion, you would have needed to log in and end the program once that credit was used. During your ad setup there were Q&A's on the page explaining that you could stop your ads any time through the Yelp for Business Owners site. Additionally, after you signed up for your advertising program, we sent you an automated email that recapped your purchase and the details of your campaign, including that payment method on file in your account will be charged monthly, up to a maximum of $300, until cancelled. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account.Below is a more detailed description of how the promotion was applied: November 4 - 30, 2017- You received ad clicks which cost a total of $265.86- $265.86 of your $300 credit was used and you paid $0December 2017- You received ad clicks which cost a total of $300- You had $34.14 remaining promotional credit for this month because it was partially used towards your November ads- $34.14 of your remaining $34.14 credit was used and you are responsible for $265.86 for advertising services delivered in December January 1 - 9, 2018- You received ad clicks which cost a total of $146.43- You had 0 remaining promotional credit for this month because it was used towards your November and December ads- You are responsible for $146.43 for advertising services delivered in JanuaryYou can view ad click and billing information in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account at [redacted]With regards to your comment, "I have spoken to a CS representative on the phone who ASSURED me my account was canceled, however I keep receiving invoices for increasing amounts, at this time now $412." Your advertising program was terminated on January 9, 2018. However, please note that your advertising program is billed in arrears, which means that we typically bill on the first of the month for advertising services that were delivered in the previous month. Thus, we began attempting to collect $265.86 on January 1, 2018 for the ads you received in December 2017. As we were unable to collect that amount, the balance has been transferred forward, and as of February 1, 2018, we have been attempting to collect $412.29 for the advertising services you received from December 1, 2017 to January 9, 2018. As advertising services have been delivered in accordance with the Terms [redacted] you agreed to, we will not be able to waive the outstanding balance of $412.29 for advertising services delivered from December 1, 2017 to January 9, 2018. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,HelenYelp Inc.

Complaint: [redacted]I am rejecting this response because: I do not agree with what they are saying. I find it interesting that we don't have issues with any other review sites online. That is because other sites are fair about what they post unlike Yelp. They post the good and the bad reviews, not just the bad ones the majority of the time. Maybe you guys need to check your system.

Hi Edwin,Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for Edwin Mendoza - Union Bank. Our records indicate you redeemed a $300 promotional ad credit on February 6, 2018. To redeem the $300 credit towards Yelp ads, you...

were required to sign up for our Cost Per Click (CPC) advertising campaign and put payment information on file. You set your Cost Per Click monthly budget at $750. You also signed up for enhanced profile features which cost an additional $75 per month. Once the promotion runs out, advertising continues until you stop your ads through your Yelp for Business Owners Account. While a sales representative may have walked you through signing up for this program, your advertising program was a self-serve program, which means that ads can be turned off by the business at any time through the Yelp for Business Owners Account. If you only wanted to use your $300 promotion, you would have needed to log in and end the program once that credit was used. During your ad setup there were Q&A's on the page explaining that you could stop your ads any time through the Yelp for Business Owners site.Additionally, after you signed up for your advertising program, we sent you an automated email that recapped your purchase and the details of your campaign, including that the payment method on file in your account will be charged monthly, up to a maximum of $825, and your programs will continue unless cancelled. Advertisers also have the option to opt in to receiving billing confirmation emails in the Account Settings section of their account. Below is a more detailed description of how the promotion was applied: February 6 - 28, 2018- You received ad clicks and enhanced profile features which cost a total of $664.99- $300 of your $300 credit was used and you paid $364.99March 1 - 2, 2018- You received ad clicks and enhanced profile features which cost a total of $75.73- You had $0 remaining promotional credit for this month because it was used towards your February ads- You are responsible for $75.73 for advertising services delivered in MarchYou can view ad click and billing information in the Yelp Ads and Billing tabs of your Yelp for Business Owners Account at [redacted]You ended your advertising program on March 2, 2018. As advertising services have been delivered in accordance with the Terms [redacted] you agreed to, we will not be able to waive the outstanding balance of $75.73 for advertising services delivered in March. Once this amount is collected, you will not incur further charges. Thanks for understanding.Regards,HelenYelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your order.It looks like you contacted Yelp the same day you filed this Revdex.com complaint. As you may recall from the email you received from my colleague [redacted] on September 12, 2016 (Case #[redacted]),...

our records indicate that your order for [redacted] (for $10.87) was successfully placed on September 12, 2016. Please respond to directly to [redacted] with any additional information regarding the issues with this order, and to confirm whether or not you received service for this order, so that she can assist you further.Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for your response.We have received your feedback and it has been sent to the appropriate parties. The Yelp Elite Squad Committee has the final say in who makes the Elite Squad, and was unable to welcome you to the 2016 or 2017 Elite Squad. While we won't get into the specifics of any nomination decision here, someone will reach out to you by email you with additional information.  Additionally, while we may have previously reinstated your account, at this time once you close your account it cannot be restored. For more information, please visit our Support Center: https://www.yelp-support.com/article/How-do-I-close-my-account?l=en_US.We also want to clarify that a business's decision whether or not to advertise on Yelp does not affect how the reviews on its listing are treated. Businesses are not punished if they don't advertise, nor are businesses awarded with preferential treatment with regards to their reviews if they do advertise. We understand there are some misconceptions about this, so we invite you to visit http://www.yelp.com/advertiser_faq and https://www.yelpblog.com/2013/05/no-yelp-doesnt-extort-small-businesses-see-for-... to learn more.Regards,[redacted]Yelp Inc.

Hi [redacted]Thank you for writing. We are glad to have this opportunity to address your concerns.We appreciate you bringing this to our attention, and have informed our Sales team that you no longer wish to receive any communication from them. If for any reason you continue to hear from them, please let...

us know at [redacted]Regards,[redacted]Yelp Inc.

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your advertising program for [redacted]. We appreciate your feedback, and have forwarded your message to the appropriate parties.It looks like you called and spoke with our...

Account Management team yesterday, August 17, 2017, to confirm that we had received your payment and are continuing in the advertising program. If you have further questions or concerns, please do not hesitate to contact our Account Management team. Regards,[redacted]Yelp Inc.

Complaint: [redacted]I am rejecting this response because:  If it is a requirement to be a "customer" in order to submit and retain a review on your site then you'll need to define customer.  The actual definition is someone who receives goods or services. So if you look at it from this standpoint then Yelp would be obligated to remove any and all reviews where a purchase of some kind did not take place, correct?  And I can tell you from personal experience that you do not do this because my business has asked for a few over the years to be removed from non-customers and Yelp refused to do so because it was their review of an experience, not necessarily a purchase; but now you say otherwise.  Or if you'd like to look at it as me receiving a service since I did experience a very poor customer service situation to which evolved my decision to never contact this company in the future.  I think that my opinion should be allowed to be voiced which is the entire basis of Yelp to begin with.  You do not have to be an actual customer to submit a review. There are thousands still posted where the person didn't purchase anything.  So unless you are removing all of them then you cannot discriminate against mine. Sincerely,[redacted]

Hi [redacted],Thank you for writing. We are glad to have this opportunity to address your concerns regarding your business page for [redacted].You expressed concern with [redacted] review. We’ve taken another look at [redacted] review, but have reached the same conclusion as before and...

are leaving the review up. If a review appears to reflect the reviewer’s personal experiences and opinions, it is our policy to let the user stand behind his or her review.As you noted, you've already used your free business account to post a public comment on this review. Many reviewers respond favorably to business owners willing to engage in constructive conversation, and at the very least, other Yelp users appreciate seeing business owners take a proactive approach to dealing with customer concerns.You also expressed concern with the recommendation software. As you may have read, the goal of Yelp's recommendation software is to showcase more reliable content. The recommendation software establishes an objective standard against which every review can be measured, and looks at dozens of different signals, including various measures of quality, reliability, and activity on Yelp.It's important to note that the software applies the same analysis to everyone, and that it affects both positive and negative reviews. Please also understand that the recommendation software is automated: we cannot manually override the software to recommend or not recommend a review. However, the system is not static -- reviews may become recommended or not recommended over time as the system continues to make decisions based on a variety of factors.To learn more about recommended reviews, please visit: [redacted]You also wrote, "Now I have a customer who wish to post reviews but are unable to because Yelp states, Your review isn't posted yet! Check your inbox (or spam folder) for an email from yelp, and click the confirmation link to post.' However, our customers never receive the emails?" If a user is having trouble confirming their account, they can find troubleshooting tips and a link to contact us for further assistance if necessary at [redacted]We also want to address your comment, "As of today, when I try to login to the business account, Yelp responds, Unknown Email Address 'We couldn't find a Yelp for Business Owners account associated with [redacted]. Yelp for Business Owners requires a different account than your Yelp.com login. To create an account, claim your business.'" It looks like the email address associated with your Business Account was changed from [redacted] to another email address in June. We don't disclose this information, but I've emailed a password reset message to the address associated with the account.Regards,[redacted]Yelp Inc.

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