Hi, I’m Ferid, graphic and website designer from Sarajevo. I’m a Fiverr member from December 2014.
This is my first forum post and I’m sorry I’ll have to start on a bad note.
I have done 300+ orders and have an almost unanimous 5-star review for most of my feedbacks. I have around 270 5-star reviews for all of my gigs.
Recently, when Fiverr was having some issues with maintenance, I’ve got an order for my best-selling gig. It’s an express gig that starts immediately after the order has been placed. This was my mistake to not put any requirement, but I didn’t have an experience like this before.
The buyer didn’t give me any info on what should I do. So I’ve asked her on the order page. She didn’t reply for 6 days, and after she replied to that order with necessary info, I didn’t get any notification. She then canceled order, which resulted in 1-star review.
I contacted her, and she said she didn’t want to leave that kind of review, but just to cancel that order to start a new one. I’ve explained to her how to access the customer support, and she willingly wrote them a ticket.
I wrote them a ticket before that - explaining that I couldn’t possibly deliver this order in time and that this review DOES NOT reflect buyer’s opinion. They’ve answered me with the plain, predefined text - saying that they only remove feedback if it violates their ToS and that I shouldn’t solicit feedback change for refunds, discounts, upgrades or any other type of additional benefit.
This buyer has got the similar answer, and she contacts me to let me know they won’t remove this feedback and that she actually wrote follow-up message explaining the situation further.
After I wrote follow-up message, the guy with nickname Marty just uses copy/paste method, without looking into this.
Then, I explain him politely (although I was pretty angry at this point) how I couldn’t possibly deliver this order in time, that this buyer doesn’t want to leave a 1-star review, that I did nothing to deserve it. I’ve asked him finally to either take a look into this or to assign me to someone else.
So he assigned me with the other guy - James, who just writes what the previous guy was writing. They cannot remove this feedback because I didn’t deliver this order in time.
They don’t even want to hear buyers opinion.
This way - they’re creating an ambient where Fiverr is purposely lowering my rating - contradicting their buyer’s opinion.
I’ve resolved all of my previous issues much faster and I was really satisfied with their customer support until now.
I hope they don’t continue on this path…