At Huntbee, we are committed to providing exceptional products and support to our valued customers. We understand that occasionally issues may arise that are beyond our control or unrelated to the performance of our extensions. However, we believe in maintaining fairness, transparency, and integrity in our review system and support services. To ensure that our policies reflect these values, we have implemented the following detailed policy:
Negative Ratings with Bad Intentions:
Review Verification: We thoroughly review all negative ratings and reviews to assess their validity. If a review is found to be based on issues unrelated to our extensions or services or if it appears to be made with malicious intent, we reserve the right to take appropriate action, including removing the review from our platform.
Genuine Experience Requirement: We encourage our customers to share their genuine experiences with our products and support services. Reviews should reflect the actual performance of the extension and the quality of our support. Reviews that do not accurately represent a customer's experience may be subject to removal.
Communication and Support: While we strive to provide timely and efficient support, we rely on timely communication and access to necessary information from our customers to address support inquiries effectively. If communication delays or access issues occur on the customer's end, we will work diligently to resolve them but cannot be held responsible for resulting support delays.
Appeal Process: Customers who believe their negative review was unjustly removed may request a review of the decision. We will consider appeals on a case-by-case basis and may reinstate reviews if sufficient evidence of their validity is provided.
Trustpilot Reviews and Support License Cancellation:
Trustpilot Review Action: In cases where a Trustpilot review does not accurately reflect the performance of our extensions or the quality of our support, and we are unable to remove the review through Trustpilot's processes, we may take action to uphold the integrity of our support services.
Support License Cancellation: Customers who leave reviews that we believe are based on unjust grounds or do not genuinely reflect their experience may have their support license for our extensions canceled. This action is taken to ensure that our resources are allocated to customers who engage with us in good faith and genuinely require assistance.
Communication and Appeal: We will communicate with the customer regarding our decision to cancel their support license, explaining the reasons behind our action and providing an opportunity for further dialogue. Customers may appeal our decision by providing additional context or evidence to support their case, and we will consider appeals on a case-by-case basis.
We believe that this policy reflects our commitment to maintaining fairness and integrity in our review system and support services. Our goal is to provide exceptional products and support to all our customers while upholding the standards of transparency and accountability.
If you have any questions or concerns regarding our policy, please don't hesitate to contact us at opencart@huntbee.com.
Thank you for your continued support.