We have several apps that have had reviews archived. All were real reviews and unfortunately for us 98%+ of the archived reviews are 5-star. This has a direct impact on our app store listings, which has a financial impact on our business. We work so hard year after year to provide a quality experience and outstanding customer support and what do we get in return: the stores’ 5-star reviews archived!
Overall, within the context of our reviews, the process makes no sense. Review archiving is supposed to target “outdated, unhelpful, and untrusted reviews” but this not what is taking place.
We have reviews from 1-3 years ago from shops using the app for months or years that are archived yet we have a review from 5+ years ago that is solely about a free trial period that we haven’t offered in years not archived!
Reviews form people using the app for minutes that are barely a sentence long or look like support requests are not archived, yet the ones from people using it for days or months that are several sentences talking about their experience with the app and/or customer support: archived!
I can understand archiving fake reviews. I can understand archiving reviews without substance or ones that are irrelevant but is not what’s going on. Relevant reviews are being archived and the outdated, irrelevant, and inaccurate reviews remain!
For us the archiving is taking place for shops that are out of business. What is the logic here? If a shop uses the app for years but goes out of business, how is this review of lesser value than one from a shop that remains in business but used the app for minutes and leaves a nonsensical or inaccurate 1 sentence review‽
We have worked so hard and what do we get in return: our app is demoted because our legitimate 5-star reviews are archived!
Are other app owners having a similar experience?
This madness must stop! Support is not helpful here. Just feeding us BS fluff.