Hi, I’m fairly new to the site, we are pet owners and had a wonderful first experience with pet sitters. Naturally I wanted to give them a glowing review, that was well deserved. I was therefore annoyed that after I typed my review I came out and only one star was showing, although I clicked on 5 stars. I have been unable to changed this ( it is well within the 14 days rule too). I have emailed customer service but they haven’t replied. Any help anyone ?
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It’s only member services who can change this - how long since you sent the e-mail ?
There’s a 24/7 phone number on your dashboard if you’ve not had a reply in 24 hours you could try calling that and speaking to a real person .
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Hope TH customer service responds to you! If your sitter leaves a review for you then you can reply to their review and make it really clear that you wanted to give them five stars and are waiting on TH to rectify.
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Hi @Claire1963 This sounds very annoying! Your sitter will have the opportunity to respond to your review publicly, so in your shoes I would probably contact them ASAP to explain what has happened and that it wasn’t your intention to leave a one-star review. This should hopefully avoid any confusion, and a potentially negative response to the review you have given them.
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Hi @Claire1963. This has happened to me two or three times now. I’m a sitter and have done, I think, eight (!) repeat sits for one owner. We obviously love each other but her last two or three reviews showed an overall 1-star rating, though each individual category had 5-stars given, plus a glowing review. This only happens with her and each time she has to send an email to support to correct this.
Please follow up with THS about this — if they hear it enough, perhaps they’ll finally fix this bug!
BEYOND annoying!
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This is a common complaint as the THS system default is one star overall. It is not linked to the individual categories star ratings. You have to manually select the overall star rating too. If you email support@trustedhousesitters.com and explain your error they will change it for you. Please let the sitter know you are trying to get this fixed so they are not surprised or shocked by their one star rating.
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Hi everyone, thank you for your replies. I had a reply from Customer Service and they have rectified it straight away. I had also contacted the sitters to notify them of the problem and again now it’s sorted. I still however don’t know how it happened but will watch out for it in the future.
Again thanks everyone for your feedback
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