What's the right thing to do here?

[Queen Michael]

A while ago, I ordered a used manga book from Amazon.co.uk and it arrived six days later than it was supposed to. For that reason, I gave the company a three-star review. Now, they've refunded me the shipping costs, which were four pounds. Please note that I never asked for a refund, they just gave me one and said that they'd appreciate it if I removed my negative review. So what do you think I should do? Remove the review, or let it remain? What's the ethical thing to do?
I can't change the score or anything else about the review, as far as I know -- either it goes, or it stays exactly the same. I can't post a new one, either. Not sure why they have that rule, but they do. The ONLY change I can make is to remove the review.

 

[EeveeElectro]

I'd update the review to be more positive. Mention the late arrival (which isn't that bad considering) but mention the refund on your shipping which is pretty great customer service.

 

[Frezzato]

Not that I typically find myself apologizing for businesses I have no affiliation with, but I would remove the negative feedback and add that detail to your review. I say I'm not an apologist, but I know someone who owns a small business and deals with Amazon and it's hard-as-nails tough to even become an Amazon reseller.

Look at all the slimy tactics that other resellers do on there (like current toys or previous-gen games at 10X their original retail price) and compare that to the place you bought from. I'm willing to bet it was a very fair price. Once in a while I'll buy a Genesis cart or Dreamcast game for a little over what I'd pay had I gone to eBay, but eBay is a hassle for me and I'm willing to pay just a bit extra for the convenience and vetting that Amazon does.

It seems you found one of the many decent business owners/Amazon partners and I think the right thing to do is reward them for their efforts.

 

[Timotei]

Keep everything as was before and keep the score, only update the review to show they were willing to refund the shipping.

Poor service and reviews shouldn't be able to be bribed away. It's their job to do something right on the first try, and they fucked it up.

 

[Yuuki]

Mention the late arrival but make your review more positive. 4 stars would be my take.

 

[Queen Michael]

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All of you are telling me to update the review, but as far as I can tell I can't do that. It either remains the same or goes away completely.

 

[Yuuki]

You can't remove it and post a new one?

 

[Timotei]

tell I can't do that. It either remains the same or goes away completely.

Then copy/paste, update and repost. Keep the score intact as well.

 

[Little Woodsman]

Four pounds seems like a lot for shipping. Was it international/expedited/overnight?
It is also possible that the shipping delay may not have been their fault, what have other reviewers said about them?
These are things I would take in to account before deciding to change/remove a review or not.

 

[Dirty Hipsters]

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All of you are telling me to update the review, but as far as I can tell I can't do that. It either remains the same or goes away completely.

Can't you just copy the post you made, then remove it, make a new post, paste what you wrote before, but with a new score and the addition of the fact that they refunded your shipping costs?

 

[Yopaz]

Four pounds seems like a lot for shipping. Was it international/expedited/overnight?
It is also possible that the shipping delay may not have been their fault, what have other reviewers said about them?
These are things I would take in to account before deciding to change/remove a review or not.

His profile says he's from Sweden, buying used means he bought through one of the companies under Amazon, books usually weigh enough to be considered a slightly heavier class for abroad shipping. That price seems fair.

OT: Edit the review (copy paste the one you've written, delete it, upload a new review) and maybe switch your rating, your choice. Make your new review say that the delivery was late (which isn't unexpected given that you bought used and live in a different country, these things happen), but that they were willing to give you a refund as an apology.

These delivery issues are often out of the company's control. They pay to get the item sent and sometimes there's a glitch in the way over. I ordered a few books from Amazon and they were about 4 weeks delayed. Turns out they had been stuck in customs (which shouldn't happen with books) when I contacted Amazon they sent me a new batch of books and old me that if the ones they sent first arrived I should keep them because it would be too expensive to return them... The same day they shipped the new batch my first batch arrived... Yeah, I wished that I had waited just a few more days with complaining that time.

 

[MrMixelPixel]

Honestly, I'd get rid of it, in favor of a more positive review. I like when business's do this sorta thing.

 

[floppylobster]

I would remember they have very little control over postal carriers and the fact they actually cared enough to give you a refund without asking is great customer service. I've been dealing with overseas shipments for years and I don't think you realize how common that sort of delay is. And how rare that sort of response from the seller is.

I just waited 32 days for something to get here from the US (to New Zealand was estimated to arrive in a maximum of 21 days). And I've had plenty of other things only take the standard 7-10 days. I can't really say where the blame lies as a package being sent typically goes through around 6 different carriers, and across the US, even more. They held up their end and shipped the thing so I'm not going to leave bad feedback.

Plus 4 pounds for shipping is very reasonable. Try sending that back to the sender and I guarantee is will cost you more and get their later.

So I say, delete the review. You're only hurting a small company for what was only a small delay and one who is actually trying to give good service.

 

[Signa]

Good motivations or not, I hate it when online companies do this kind of thing. It's a guilt-trip, regardless of their dedication to good customer service. Personally, I'd just remove the review entirely. Nothing positive to say if your initial experience was poor, but nothing negative to say either, to reward their good CS.

 

[Headsprouter]

Well, refund of shipping costs are what you deserve, and considering they gave it without you asking is really nice of them. They don't have much control over delays and they've done all they could for you considering that, so, unless you REALLY needed that manga on time, which I doubt, I'd say change the review, increase the amount of stars by 1 and mention the refund as thoughtful customer service. I'd be pretty happy with it, especially because I don't like complaining, but I don't think they deserve to entirely get away with it.

If you still feel dissatisfied, just avoid a perfect review.

 

[solemnwar]

... really? You're crying over 6 days? I've had to wait HALF A YEAR for something because the post kept fucking up. It's NOT their fault if the post service is slow- once it's left their warehouses, they probably have zero control over it.

This is the sort of bullshit people in customer service talk about when they mention entitled customers. Manga is a luxury item, you do not need it "now, now, now!" learn some damn patience.

 

[DeadlyYellow]

You're worried over the negative consequences of an inconsequential matter.

Oy.

 

[Tiamattt]

I would probably update with a better score. Sure some people would see it as a bribe but for me it's rewarding exceptional service. Like I'm sure plenty of us has horror stories we can share about shipping delays/problems and never even get a meaningless sorry out of it, you on the other hand got a pretty good chunk of change back without even asking. So yeah, i think they deserve the extra star, although as previously said you should keep in the part about the late shipping/refund.

 

[Something Amyss]

All of you are telling me to update the review, but as far as I can tell I can't do that. It either remains the same or goes away completely.

You can update on Amazon.com. I've done it several times.

I would think it's the same with Amazon.co.uk.

I'm with them. If you can update, make a note. If not, copypasta into a new review.

 

[The_Echo]

Was the review honest?

If so, keep the review the same, keep the refunded cash. Don't let them bribe you.