How to Deal With Negative Comments on Social Media Due to Poor Delivery Experiences9 min read

Anyone could face negative experiences with a business. And people who face such experiences leave poor reviews on social media platforms. 

According to Small Biz Genius, 93% of marketers claim that the exposure gained through social media platforms is their number one reason for using them, and with 45% of the world’s population (3.5 billion) actively using social media, the potential reach and engagement cannot be overlooked.

However, social media platforms can also provide a conduit for shoppers who post comments without first identifying whether they are justified or not.

All it takes is one dissatisfied customer who is loud enough to convince others of a certain fact about your products, delivery, or service for you to lose credibility.

Thus, dealing with negative comments in a professional and timely manner is of utmost importance no matter the scale of your business or the market you operate in.

With that said, let’s take a look at what leads to negative comments, the importance of addressing them quickly and swiftly, as well as several guidelines on how to do so professionally moving forward.

What Leads to Negative Social Media Comments

Let’s start by exploring the reasons behind negative social media comments and why customers prefer to leave these rather than opt for support channels.

According to Social Media Today, 50% of customers follow brands on social media to receive up-to-date information on new products and services, while 67% of them state that they would be more likely to increase their spending with a brand they follow and support on social media.

Kurt Anderson, Head of Customer Support at Supreme Dissertations spoke on the topic recently: 

“No matter how small or niche your business may be, negative social media feedback can be dangerous if not addressed in a timely manner. Be on guard for potential customer feedback by appointing a social media manager to monitor and address incoming comments to minimize the risk of negative coverage.” 

Social media platforms such as Facebook, Instagram, and LinkedIn represent public engagement spaces which cannot be hidden from anyone who may follow a certain page.

This level of transparency of social media allows customers to freely post reactions (even knee-jerk) based on delivery experience.

Any slip-up on your or your shipping carrier’s part which lands at the door of a certain customer will often lead to negative social media comments despite your best efforts and could cost your business heavily.

As such, there is very little that you can do to eliminate these comments from your social media pages, making it a priority for you to develop adequate response strategies upfront.

In terms of delivery experiences, some of the reasons for negative social media comments include but are not limited to:

  • Late package delivery
  • Lost packages
  • Damaged packages
  • Lack of dedicated customer support at your end

The Importance of Addressing Negative Comments

Now that we have a better understanding of what leads to negative comments, let’s discuss the importance of addressing them in a timely manner.

When it comes to negative statements about your brand on social media, the last thing you should do is ignore the comments and hope for the best.