Directory Review Policy

What is a Directory review, and what are the criteria?

A Directory review is a 1 to 5 star rating, with optional written feedback, left by a signed-in RetroMarket member about a business listed on the Directory. To count as a genuine review, it should be based on real, direct interaction with the business: a purchase, a repair, a consultation, or another form of direct contact through the listing. One review per member per listing is allowed, and a member cannot review a listing they own.

Reviews are not removed for being negative

A negative rating or a critical comment is, on its own, never grounds for removal. RetroMarket does not take reviews down to protect a business's image, and paid placement (Premium, Featured) has no bearing on which reviews stay up or how they are ordered. A review is only removed by an administrator when there is an adequate, documented basis: spam, content off-topic for the listing, personal information that should not be public, harassment, a review with no factual basis (for example, from someone who never interacted with the business), or a valid legal takedown request. Every removal is logged with the reason recorded.

Right of reply

The business owner of a listing can post exactly one public reply to each review they receive. A reply is visible to everyone who reads the review, alongside it, so the business always has a voice in its own reviews. The owner can edit or withdraw their reply at any time; a new reply cannot be added once one already exists for that review (edit it instead).

Reporting a review: notice and takedown

If you believe a review breaks these criteria, whether you are the business or another member, you can report it. Reporting a review places it in our moderation queue for an administrator to review, using the same reasons listed above (spam, off-topic, personal information, harassment, no factual basis, or a legal concern).

• Open the review on the listing page and choose Report.
• Select the reason that best describes the problem.
• Add any details that will help an administrator assess the report.

Once reported, an administrator reviews the report against this policy. If the review is removed, that action is logged with the reason. If it is not removed, it stays up: reporting is not a way to suppress a review you simply disagree with.