Why Apple Removed Reviews From Their Website


On November 17th Apple quietly removed all
ratings and reviews from their online store, with no official justification as to why. And this left many people wondering what Apple’s
motivation was. After all, about 90% of consumers read reviews
before buying a product online, and considering the Apple store offers exclusive items, it
can be difficult to find the relevant information customers need to make the right buying decision. So in this video I’m going to share some
interesting discoveries I made while investigating this topic and help solve the mystery behind
Apple’s decision to remove reviews from their website. This is Greg with Apple Explained, and I want
to thank Squarespace for sponsoring this video. If you want to help decide which topics I
cover, make sure you’re subscribed and voting polls like this one will show up in your mobile
activity feed. Now I want to start this video by emphasizing
how unusual it is for an e-commerce store to not allow user reviews. Virtually every online marketplace has them:
Amazon, eBay, Etsy, B&H, Micro Center, even small Shopify stores offer user reviews. And although they’ve been the source of
some controversy for websites like Amazon, who used to allow paid reviews, allowing for
honest user reviews has pretty much become standard business practice in the world of
e-commerce. And there’s data to explain why. Not only do most people read reviews before
buying a product online, but simply allowing for reviews on your website boosts sales by
18%. It doesn’t matter how many are negative
or positive, the simple act of demonstrating transparency and honesty builds trust with
customers and makes them more likely to purchase your product. And things get even better if most of the
reviews on your store are positive, with customers trusting those comments twelve times more
than the product description from the manufacturer. So considering how many benefits there are
to allowing reviews on an online store, why would Apple suddenly remove them? Well, there’s one reason that I thought
of right away. And it’s something many of you may be familiar
with if you’ve followed Apple for a while. When a new product is released, there’s
usually some controversy surrounding it for one reason or another. With the MacBook Air it was the removal of
the CD drive, with the iPhone 7 it was the removal of the headphone jack, and with the
MacBook Pro it was the removal of all other ports except USB-C. And with each of these
releases, customers expressed their frustration in various ways. By writing articles, contacting Apple directly
through support, posting on social media, or starting threads on the Internet. But another common way of complaining was
through reviews on Apple’s website, and it usually went something like this. Apple would release a product like the MacBook
in 2015 which opted for USB-C charging instead of MagSafe, a certain percentage of customers
would be upset about that decision, and leave reviews for something like this USB-C charging
cable, since you couldn’t leave reviews on anything except for accessories. Here’s a good example that I managed to
find on an archived webpage with Wayback Machine. “MagSafe was a part of what made Apple computers
feel so premium. Quick on/off, reversible, and doesn’t take
your computer with it if you trip over it. Now you need a bulky magnetic USB-C aftermarket
dongle to recreate the functionality of what was one of my favorite MacBook features.” So that review talked about Apple’s old
MagSafe charging cable and mentioned third party magnetics you can add to USB-C cables
to recreate MagSafe, but it said nothing about the USB-C cable itself, like how it works
or how reliable it is. And that’s a good reason for Apple to remove
reviews from their website, since there were so many of these so-called reviews that don’t
actually help customers make informed buying decisions. Instead, they just complain about design decisions
Apple made on an unrelated product. But there’s another side to the story, which
I’ll explain right after I plug my new website. If you guys haven’t noticed I do have a
website that directs visitors to my channel and social media accounts, and although it
isn’t full of content, it does have a very important purpose. It allowed me to buy the appleexplained.com
domain before anyone else, and therefore claim a custom email address, [email protected] And I was able to claim my domain name, build
my website, and create a custom email address all with the same service. And that’s Squarespace. I’ve been using Squarespace for over a year
now after switching between other services, and I’m really happy with what they have
to offer. Squarespace had the highest number of website
templates to choose from and they’re all optimized for mobile so I didn’t have to
do any extra work for that. And when I wanted to sell a merch product
I was able to add an e-commerce store to my site without starting from scratch. Plus the payment processor was built in and
I could print shipping labels straight from Squarespace as well. When I say it’s an all-in-one platform,
I really mean it. And you can get all this for cheaper than
you might think, especially if you use the link squarespace.com/appleexplained since
you’ll get 10% off your first purchase, you can find that link in the description. Alright so now for the other side of the story,
although many meaningless one-star reviews litter the product pages of Apple’s online
store, there are also many legitimate reviews that bring important information to our attention. Some of them positive, and some negative. Let’s start with the negative. This review left on the same USB-C cable I
mentioned earlier said, “I really want to love USB-C – it’s such a versatile connector,
truly a technical marvel – but it’s shameful that this cable only supports USB 2.0 data
speeds and that it’s not included with the purchase of a USB-C charger.” This review is very helpful to customers since
it details the products limitations, something Apple doesn’t mention in the Product Information
section, as well as making it clear that power adapters and charging cables are no longer
sold together. Which had been the case with previous generations
of MacBooks, when their cables were actually attached to their chargers. A good example of a helpful positive review
would be this for the same USB-C cable as the previous review. This one says, “This cable is solid. They redid the jacket of the cable so I suspect
we will see a lot less pealing and fraying like old mag safe. The cable supports USB device and 100 Watt
USB-C PD. This is huge for a 20 dollar cable. This cable is one of the few things apple
priced lower than the value it delivers. The cable is also already the max length supported
by USB-C PD.” By reading that review, we found out that
Apple potentially made the cable more fray-resistant, and that it supports a much higher watt speed
than the average USB-C cable. With that extra information, which Apple doesn’t
mention on the product page, customers might be more likely to buy the product. So overall, it appears that it’d be beneficial
for Apple to keep reviews on their website. Especially when most customers ignore irrelevant
one-star reviews anyway. But then I stumbled upon this video by Fstoppers
called “Apple Fanboys, Where is your God now?” And despite the hostile title, it included
some great information. It opens by saying that the entire class of
USB-C technology including USB-C 3.1, 3.2, gen 2, and Thunderbolt 3 are all inherently
unreliable. He also makes it clear that this isn’t just
an Apple problem, but an issue with any device with USB-C ports. The difference is that Apple’s MacBooks
offer USB-C exclusively, whereas most other notebooks have USB-C in addition to USB-A,
HDMI, and other ports. That also means MacBook users are forced to
use dongles and adapters, which tend to amplify the unreliable nature of USB-C. Now what does all of this have to do with
reviews? Well, it turns out that many customers had
serious problems with Apple’s USB-C adapters, and they left countless negative reviews on
Apple’s website detailing their experiences. Here are some examples I pulled from the Fstoppers
video. Apple’s USB-C to USB adapter had two and
a half stars, and featured reviews like this: “Works when I plug my USB receiver for an
external mouse. Will not read a USB flash drive so pretty
useless for any type of data transfer.” “Unfortunately won’t work with USB 3.0,
but works very well with USB 2.0” “This USB-C to USB adapter can’t even read my
USB 2.0 flash drive.” Now there are dozens of these reviews and
I recommend watching Fstoppers video if you want to see more of them, but it reveals the
fundamental flaw of USB-C. It’s responsible for doing so much, it often doesn’t do everything
successfully. I’ve actually had this issue myself when
connecting my MacBook Pro to an external TV with Apple’s Digital AV Multipart Adapter. Some ports deliver the HDMI video out, while
others don’t. And it seems to change on a daily basis. But there were more adapters on Apple’s
website that had similar reviews. Here’s what some people had to say about
the Thunderbolt 3 USB-C to Thunderbolt 2 adapter: “Problems with chained displays waking up
from sleep and restarting” “Similar to most reviewers, I too have been plagued with
problems.” “As a bidirectional adapter, it can also
connect new thunderbolt 3 devices to a Mac with a thunderbolt or thunderbolt 2 port and
macOS Sierra. Except it doesn’t.” Here are more reviews about their USB-C to
SD Card Reader: “Didn’t work. The adapter never worked for me. I’ll have to take it in for an appointment
and hopefully get a replacement that works.” “Does not work with iPad Pro 3rd gen”
“Does not work most of the time. Will not mount 90% of the time and when it
does decide to mount, it takes several minutes.” So it’s undeniable that Apple has a problem
on their hands by going all-in on USB-C without ensuring the technology’s reliability. And again, this problem has only been magnified
with he use of adapters that may or may not work as advertised. But here’s the part that surprised me the
most, this Fstoppers video which was the first I found to reveal Apple’s adapter problems
to a wide audience, was published on November 16th. One day before Apple removed all reviews from
their website. Now could this be a coincidence? Of course. But could it also be Apple doing damage control
to try and prevent this information for spreading even further? Yes absolutely. And the most revealing aspect of this whole
ordeal is that Apple has always received irrelevant one star reviews on their accessories for
as long as I can remember. But only recently have people been leaving
a new type of review that exposes their adapters as unreliable and exposing Apple of false
advertising. And I believe it’s that phenomenon that
motivated Apple to remove reviews from their website altogether. Instead of doing the right thing, which would
be at least acknowledging the problem and committing to solve the issues in future product
updates or with new, more reliable adapters. Alright guys thanks for watching and I’ll
see you next time.

61 comments on “Why Apple Removed Reviews From Their Website”

  1. Alex Cross says:

    Apple shady af

  2. M0HCT3R says:

    Thanks for ad in middle of the video. It helped to read all comments.

  3. vdr1981 says:

    They removed users reviews?! O boy, they are really going downhill…

  4. Shawna says:

    There is no mystery. Reviews were bad. When I went to purchase AirPods for my daughter last year, I decided not to because of the poor reviews on their website. Would you keep low rated reviews on your site? Nope, of course not.

  5. George Fikri says:

    apple can nuke a country and kill a billion people and this guy will make a video justifying how that action is necessary.
    you’re unbelievable

  6. asem mathers says:

    Man 2 minutes for ad is a lot!

  7. James Lauricia says:

    I love iPhone.

  8. Keith D says:

    The only reviews that matter are the negative reviews.

  9. nancy kurtz says:

    Well crap. I’m not going to buy without reviews. Apple was fun while it lasted.

  10. D M says:

    Because they follow the China censorship model.

  11. D M says:

    How courageous of Apple to remove the hp jack, yeah sure. Cook is only their ceo cause he is gay, can’t be the fact that he is incompetent.

  12. Abby Suh says:

    That is trippy, I was doing a presentation and my USB C port wasn’t reading my flash drive (a USB C flash drive) thought it was my drive, maybe it’s the port 🤷🏻‍♀️

  13. Nintendofanboy134 says:

    Next up: youtube removes comments from all youtube videos

  14. D M says:

    Apple isn’t innovating anymore. They let Microsoft do that.

  15. Irwan Yanwari says:

    in conclusion, all i get from this video are
    1. they remove user friendly hardware interface and pissed everyone
    2. their decision on relying only to usb-c is a big mistake
    3. they afraid the negative feedback will affect their sales

    looking at the 5 star review, i doubt it is a legitimate review from buyer, it is too detail to the point that normal user wouldn't do that, only engineer who want to copy the cable will do that

  16. UndertaleMusicGroup says:

    It was as inevitable… Square space. . .

  17. Isaac Oooof says:

    I think we all know why

  18. Xavier Breath says:

    Apple absolutely HATES getting negative reviews, and they will actually go out of their way to punish those who give them. I remember only too clearly, how ALL of my books published on their "Books" platform were targeted for various reasons, directly after giving a one star review for one of the versions of OS X (before they renamed it as Macos). I no longer publish on their platform, and I encourage authors to avoid it. Apple might make SOME good products, but behind their public image, the company is a bunch of deceiving underhanded scumbags. I noted that shortly after that, Apple removed the ability to write reviews on their operating systems. The really stupid thing here is that it isn't like they blocked the ability to read reviews on their products, they just made it necessary to read them elsewhere; if a person is forced to read a review on a platform like Amazon.com, they will be reading reviews for OTHER PRODUCTS as well and are less likely to buy the product from Apple in the first place.

  19. Michael Mueller says:

    Apple.com: Mac Pro coming this fall.

    Reality: It's almost winter. You going to release the Mac Pro after Christmas like the HomePod even though you promised it well before Christmas.

    Apple: Well…

    Reality: Don't fail us Tim like you failed us so many times before.

  20. Michael Mueller says:

    I use wix but I have considered using squarespace instead.

    Edit: I'm not even joking! XD B)

  21. Michael Mueller says:

    Apple's USB-C is Xbox 360's HD DVD

  22. P K says:

    Why is Apple "curating" my memories? Why can't I disable People and Place? Too creepy.
    But I got a weird unicorn that I absolutely have no intention of ever using.

  23. Armoterra says:

    It’s kind of ironic… the “non-fanboys” are almost always hostile and have a superiority complex while the “fanboys” are almost always civilized and don’t care.

  24. martin mwangi says:

    all in all apple is the best in my opinion

  25. Rory Walter says:

    In my opinion, the online Apple Store doesn't really need any reviews, since they are basically selling the same things like their physical stores, and do you see comments in their physical stores? And how bad could those gadgets be? Expensive yes, because they are Apple or Apple Authorised, but this also means those gadgets couldn't be too bad, Apple is not silly enough to put their own reputation on official/authorised gadgets at extreme serious risks. Baer in mind, the online Apple Store is just a normal Apple Store, not Amazon, eBay or AliExpress where you can have individual sellers listing nice products as well as junks on them. On those websites, reviews are absolutely important, but for the Apple Store, they may do more harm than good.

  26. CHUAWEIJIANVIDEOGAMESGUY says:

    Will make another channel e.g. Samsung Explained or Huawei Explained. I would like to see u explaining these two big company too.

  27. aarocka11 says:

    Why would you, a store that only stocks your products, allow people to review them. Having reviews on an e-commerce site only makes sense if you’re selling other peoples stuff. Otherwise it’s pretty much guaranteed that the reviews are going to be fake.

  28. Barty Stonko says:

    I personally have left negative reviews for the MagSafe chargers, in every generation of MBP I’ve had they always break very quickly, and the replacement chargers are about $100 AUD. I calculated that for my last MacBook Pro I had spent over $600 on replacement chargers.. also left negative reviews for the updated Apple Keyboard after keys failed after less than 6 months and could not be repaired. I’ve moved away from apple now for my computers and laptops.

  29. Manny Hernandez says:

    remember when the og youtube app had star ratings instead of thumbs up thumbs down

  30. Milo Pesca says:

    It is because android users fake being Apple users and leave bad reviews

  31. Rudolf L.Stensen says:

    Because they don't like the truth ,,Apple sucks..

  32. foo bar says:

    That thumbnail does a great job of making Tim Cook look like a Sith Lord.

  33. Constitutionalist Libertarian says:

    @Apple Explained You should check out Louis Rossman's videos out here. He owns Rossman Repair Group in NYC and has been speaking about issues with MacBooks and Apple products in general for a very long time now. He is very well informed and knowledgeable too. He's testified via teleconferencing in cases in Europe. He recently spoke at Massachusetts Right to Repair hearings. He's been interviewed by the Canadian Broadcast Corporation as well.

    I's also like to say, Rossman is definitely on Apple's radar. They've tried to take down his videos showing issues with their products and how to repair them.

  34. Verne Arase says:

    Here's another reason: https://www.washingtonpost.com/technology/2019/11/22/apple-says-its-app-store-is-safe-trusted-place-we-found-reports-unwanted-sexual-behavior-six-apps-some-targeting-minors/?arc404=true.

    I think a lot of the reason is that Apple simply doesn't want to have to moderate their comment section, and deal with freedom of speech issues which are associated with deleting comments.

  35. Tech Unboxing Videos says:

    Apple Explained, You Rock! 🔥Oh Yeah! This Topic Sounds Interesting and Scary at the Same Time 🔥Love your video content – Looking forward to watching your next video

  36. BNG Productions says:

    kinda like how they disable comments on their youtube videos lol

  37. blackinkonpaper says:

    Probably just wanted to get rid of “complainers” that just leave a one star because Apple removed the headphone jack. Or removed support for OS X Panther ten years ago

  38. Mac T says:

    Someone should just build a website dedicated to Apple reviews.

  39. Sam Smith says:

    Answer: they are Apple

  40. st97 alb says:

    the real reason why apple has removed its reviews is because they're generally made from non apple users which makes 0 sense. Android and Windows broke bitches love talking shit about things they've never tried , basically repeating every shit some salty tech youtubers say just because they dont get invitations to apple events or dont get free stuff from them 🙂

  41. hue says:

    I don't read reviews before I buy stuff… I guess I am part of that 10%..

  42. Michael Leers says:

    I had an issue with the AirPods Pro. No matter which tip size I chose, they would fall out while doing yard work or washing my car.
    I bought them upon first release, online. I couldn't really test them out until Thanksgiving weekend.
    I called support and they said I was past the 14 day return window and my best option was to sell them on eBay or something.
    Very disappointing I can't leave a review.

  43. Storm Rising says:

    Because they're no different than any other leftist.

  44. Owen Chua says:

    One word, pride.

  45. Flash_BeeZy says:

    Good, so many dumb ass people in the review section anyway..I was looking at the reviews for the clear case on the iPhone 11 Pro Max and people saying shit like they couldn’t figure out the packaging..lmao

  46. chriz says:

    Watch the video
    https://youtu.be/bMhtPkzas9Y

  47. Raja Thiru says:

    Many laptop users depends on USB type A adaptor. Apple goes for Type C only in MacBook..

    Many smartphone uses Type C charging cable. Apple sticks with Lightning cable.

    And here's Apple Explained who support every bullshit Apple do … Now what? Remove comments section on your videos ?

  48. iJackson 8 says:

    I was gonna buy the iphone xs smart battery case but the review made me not

  49. Zen_ Coco says:

    Oh, thats why i couldnt find it these past few days lmao
    They took it out

  50. Nathan Knauss says:

    Square Space told me to tell you that you're welcome.

  51. Jon The Otaku - AF5000 says:

    Apple has 99% of classic MacBook charger reviews at 1 star.
    Apple: well no

  52. Prashant k Prasad says:

    2.04 video starts

  53. Benjamin Friedman says:

    The U.S. DOJ should investigate Apple for making shitty products and committing fraud by selling those defective products to unsuspecting buyers, now that the website reviews are now GONE.

    Microsoft has been investigated in the 1990s. It's now Apple's turn to be investigated for fraud, deception, and restriction of freedom of speech.

    Apple doesn't like to admit that some of their products suck ass.

    What the hell is wrong with you, Apple?!🙄🖕🏻

  54. Eduardo Perez says:

    Waybackmachine has entered the chat.

  55. y2ksw1 says:

    They also have stopped to reply to bug reports, and customers enquiries using their forms.

  56. Seyohn YT says:

    Greg where is the q&a livestream

  57. Jorge Farias says:

    Cause they’re the best they don’t even need feedback bruh

  58. Jp Prater says:

    Kind of like how on Amazon, you’ll almost always find 1 star reviews on a given product because someone had a bad transaction, like missing a shipping date.

    Some people just aren’t very bright.

  59. elusiveDEVIANT says:

    Fuck squarespace. Support Freelance designers. Fucking shill.

  60. Poncho758 says:

    Thier sales are down by 30%,It is going to get worse. After updating to newest Iphone for past 5 years and having issues with each new Phone. I finally stuck with my 7 Plus for last 3 years. It’s like you are afraid to buy a new phone in fear of having problems. Their quality control has gone downhill severely

  61. nanceicecream sunnyday says:

    I’m a fan boy 🙋🏽‍♂️ I buy with eyes closed

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