Bettys Consumer Review Policy

Purpose

We (Bettys & Taylors of Harrogate Ltd trading as ‘Bettys’) value customer feedback and welcome honest reviews about our products and services. This policy explains how we invite and manage reviews collected through Trust Pilot, HGEM, Google Reviews, and Tripadvisor, and the steps we take to ensure compliance with UK consumer law.

How to review us

You are welcome to share your experiences of Bettys and our products and services with others by submitting a review on Trustpilot, HGEM, Facebook, Google Reviews, and Tripadvisor. For tips on how to do this and the rules on who can submit reviews, please visit the Trust Pilot, Google and / or Tripadvisor websites.

How we collect reviews

We send all our customers who have made a purchase from us an invitation to submit a review on Trust Pilot. If you have gifted a product or service to someone else you can forward the invitation to them. We don't offer any incentives for positive reviews. We and others may offer you incentives to leave a review from time to time and if this happens you must give your honest unbiased opinion and ensure your review explains the incentive received and starts with the word ‘Advert’.

Where to find reviews

All reviews are published on the relevant third-party platform (Trustpilot, HGEM, Facebook, Google, or Tripadvisor). Save to remove swear words or other inappropriate language, and / or to remove references to competitors, we do not alter, edit or filter reviews before publication, nor do we selectively hide reviews or remove negative feedback. In addition, our review partner Trustpilot applies its own automatic rules to reviews (for example, detecting spam, offensive content, or reviews that breach its guidelines), which may result in certain reviews not being published.

Rules for reviews

When reviewing us or our products and services please follow the relevant third-party platform’s guidelines. In particular, please remember that your review must:

• Reflect your genuine experience (both positives and negatives).
• Not relate to a product or service you are connected with (for example, because you, or someone in your family, has a financial interest in or works for the business that provides it)
• Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).

If we believe your review does not meet the relevant review platform’s rules, we will ask the relevant platform to remove it.

How we respond to reviews

We may respond to reviews directly on the platform where they are posted. Our responses will be polite, constructive, and aimed at resolving issues. We aim to respond to negative reviews with five working days but can take longer during seasonal peaks.

Please report suspicious reviews

If you think that any review submitted to any of the third-party platforms mentioned above is fake or otherwise doesn't comply with the rules for reviews you can report this directly to the relevant platform.

Controls on fake reviews

For information on how these platforms sanction people who submit fake reviews, please refer to their websites.

Contact

If you have any questions about this policy, or our approach to reviews, please contact our customer services team using any of the following details:

By telephone on 0800 456 1919 (or on +44(0)1423 814008 if calling from outside of the UK), between the hours of 9am and 5.00pm GMT (excluding bank holidays);

By email to click here; or

By post to Bettys Customer Support, The Craft Bakery, Plumpton Park, Harrogate, HG2 7LD, United Kingdom