Online reviews can have a powerful effect on a business these days. Before trying a new product or service, the first thing most people do is check online for reviews other customers have posted about the company and/or their products/services. Websites like Yelp were invented for that very purpose, but reviews have spread to other places online, including Google and social media platforms, such as Facebook and Twitter.
In addition to showing users individual reviews, they generally also display an average rating out of five stars at the top, and just a few one- or two-star reviews is all it takes to have a significant effect on a company’s overall ranking.
Because you’re never going to please everyone, companies have started retaliating against these negative reviews by putting “gag” clauses in their contracts with their customers. These are generally included in the Terms of Service, which most people accept without reading. Our time is limited and few people see the point in reading through a lengthy contract every time they go to buy something or view a website (in some cases, companies state that simply using a site counts as agreeing to their terms of service).
But companies have been enforcing these “gag rules,” whether customers were aware of them or not. Some of them charge a fine for each negative review. At least one company sued a couple for an exorbitant $1 million for posting a one-star review. That case was dismissed, but even such outlandish cases require people to spend the time and money to defend themselves in court – or take down their reviews. Continue reading ›