Yelp Doesn't Delete Negative Reviews Its Sponsors Don't Like -- It Merely Hides Them So They Won't Ever Be Viewed
Update: This post may be unfair, as discussed here. I am not fully convinced, though.
I won't repeat what I wrote before, but several months ago I wrote a long article about my suspicions that Yelp was using its review recommendation system to disappear reviews its corporate sponsors and their attorneys did not like. My evidence was based on my actual experience writing a detailed, fact-based negative review of an insurer, only to have it disappear from the site and be left out of the insurer's overall score.
It took me a long time to find the review, along with dozens of others, in a purgatory of "not recommended" reviews reachable from a near invisible link that doesn't even look like a link. I won't retype the whole post but my evidence was in part:
- Yelp says it is sending reviews to not-recommended purgatory because they are of lower quality or have reviewers with less reviewing history on Yelp. But a scan of the reviews in my case showed no such pattern. Not-recommended reviews were at least as (and arguably more) detailed than recommended reviews, and there was no discernible difference in reviewer experience. The not recommended reviews were also no less moderate, as there was immoderate language (and horrible grammar) in accepted reviews while there were calm and reasoned reviews that were rejected.
- What the not-recommended reviews had in common was that they tended to be more negative on average than the recommended ones (which is hard to do because the recommended reviews average to about 1.5 stars)
- Looking at several local independent restaurants, I saw no or few not-recommended reviews and pages and pages of recommended reviews, a ratio that was reversed for the major insurer which presumably has far more resources to intimidate or buy off Yelp. For the insurer, there were two not-recommended reviews for every one recommended one.
- I knew this insurer to be willing to litigate against bad reviews, since they have sued me for libel to remove my review. Presumably, they would not hesitate to threaten Yelp as well.
- Yelp already has a review quality system driven by upvoting by customers based on the usefulness of the review. So why the need for an entirely parallel review-rating system unless that rating system was for an entirely different purpose than quality control.
Yelp got a lot of grief a while back accusing it of deleting reviews, so its CEO has pledged on multiple occasions that it doesn't do so. I believe them. Instead, it looks like Yelp disappears reviews in a way that the CEO can truthfully say they were not deleted, but they are for all intents and purposes invisible to the public.
Anyway, all this was spurred by the following trailer sent to me with this article from a reader. Apparently a film called Billion Dollar Bully is being made about Yelp, and from the hints in the trailer it appears that they will be taking on many of the issues I listed above and frankly have only been able to guess at rather than prove. Brava!