Help! I’ve Been Yelped!



Websites like Yelp and Google are giving consumers a platform to voice their opinions of local stores. Meet the retailers who talked back.Janet Rothstein didn’t know she had an unhappy customer until she read it on the Internet.Her Beverly Hills, Calif., store, J. Rothstein & Co., had received all thumbs up on the “city guide” Yelp.com. But then last year a shopper used the website to complain about an engraving. Rothstein was mystified—and a little unnerved—considering the woman had never contacted her. Then she figured out who the writer was and gave her a call. Says Rothstein, “I dealt with her on a personal level” by hearing her out. Then she found a new engraver who delivered the “unique” look her customer was hoping for.After addressing the issue, Rothstein, who would have recommissioned the job even if she hadn’t been publicly badmouthed, asked if the woma
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