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.

Comments 100

  • Because its stops people buying a apple product. When its not available. People blindly buy and get sad

  • 15th comment

  • Apple seems like a coward, can't handle the hate! L.O.L! Android and Samsung all the way!

  • I recently got an IPhone. What should I do?

  • my notification just came in wtf

  • Apple: We pride the fact that we have been listening to your feedback and improvising from our mistakes.

    Also Apple: No comments, No reviews, No feedback

  • 25th. If it matters

  • 6:40 Watt speed? Excuse me wtf

  • Woah….. I am the 300th viewer 😎

  • Strong honesty

  • Some reviewers over exaggerate; not just on Apple’s website but everywhere. That’s why I don’t read ‘em.

  • Tim Apple and management are a bunch of liars

  • Ouch

  • I like to read reviews to fill in the gaps the product descriptions read but I'm always very leery of reviews that are associated with the wrong product. It's like how Ellen has YouTube comments turned off because she feels she doesn't need or care for anyone's opinion. Apple doesn't need or want anyone's feedback.

  • early xd

  • happy national day 🇦🇪

  • Apple is just selling overpriced shit at this point

  • Hi please heart my comment

  • Apple also removed the comments as a way to make the marketing works exactly as intended. The same reason why they do not engage on social media.
    Plus, they don't need a platform for feedbacks: They already have that built into Apple Authorised Service Providers and Apple Stores repairs, online reviews on other sources (like Reddit, YT, Facebook). They don't need to "stain" their site with bad reviews.

  • It’s the same reason as to why Apple doesn’t use social media. They don’t tolerate angry or negative reviews.

  • Android da best

  • This is super helpful thank you for makeing this video

  • Apple website reviews weren’t always verified nor useful for

  • Because Apple can't handle criticism.

  • Apple is great at a lot of stuff but their cables fucking suck. I am very carefull with adapters and they don’t break but my sister fucks them up quickly haha

  • Apple: “We don’t do negativity maaaaaan.” lol j/k ;^) Plus their adapters are just as crappy as the knock offs only you pay more for them.

  • Because they keep everything private!

  • Well explained the issue 🙂

  • I swear you use that screen shot of Tim Cook a million times throughout every video lol . Get some new content bud .

  • when will apple sell their own apples??

  • They sell the same AliExpress shit including the chip which will make the device 59,99 instead 0,99

  • Welp, now every online retailer are going to remove user reviews.

  • I use 3rd party USB-C adapter. And It works perfectly, except sometimes wifi doesn't work when the adaptor is pluged in, but 90% of time It works fine.
    It's USB-C to: 1x HDMI, 1x SD & 1x microSD card reader, 3x USB A 3.0, 1x ethernet and 1x USB-C. And the best thing is It only cost me $45.

  • I'm still using a Dell Latitude E6400 from 2010. Still works well for what I need and it was a free device.

  • So they removed reviews so people would stop complain about their shitty decisions…………how about they stop removing features that people for the most part actually use.

  • I love apple products… but the company is kinda scumy…. and prices are ridiculous as hell for some products

  • Oddly enough, you can only review Apple's Music app on the Google Play Store. Tim Cook is a fork-tongued bull💩er

  • An informative video. Nice one Greg! Your livestreams are way too early for me, but someday I hope!

  • I got the iPhone 11 and I just noticed that Apple removed the reviews and ratings permanently and I was unsure and many reports on chrome went about something of about the review removals and one reason why they probably removed the reviews like bad reviews of ios,build-quality,design and camera which makes the customer unsure to buy a apple product and the fact of that people just hating the product with reviews

  • My theory is that Apple has been caught cutting corners and got called out on the reviews.

  • "Why Apple removed reviews from their website?"
    Answer is simple
    Cause, Apple is Apple and Apple sucks

  • I wonder why MacBook Pro keyboards

  • Erm, Apple has made a gaming console…..

  • Me: Apple is a waste of money

    Also me: getting a new iPhone for Christmas

  • Bruh they take off reviews cause of idiots like everyone in this comment section , about 80 percent of reviews are always bullshit people who feel something should’ve been made to accommodate what they want. Reviews are toxic af

  • Im a hour late

  • Apple USB-C adapters have worked fine for my and my grandpa, lightning adapters too, so I find bad reviews as exaggerations. However, I noted that the BeatsX had quite a lot of bad reviews, bought it anyway and ended up going to support 3 times and still stopped working after some time. Then I noted the few five stars reviews were from people who just had recently bought it. So reviews are very important before buying and if Apple is not going to show them on its webpage I’ll look for them somewhere else anyway

  • 2:36 google+😂😂

  • If it was me in Apple’s shoes I would do the same.

  • This is why I won't be buying much from them besides the MacBook cuz they have honestly became very cocky and feeling perfect

  • Apple spent decades not listening to people because people don't know what they want until they are shown.
    In the 1800's, if people were asked, we would have had faster horses instead of cars.

    The problem with reviews on the Apple website is Apple haters/Android fans. These people are so toxic, it's nothing for them to waste their own time slagging off Apple at any opportunity.

  • I'm tired of Apple just gonna move to Samsung or Google

  • Good video

  • 1.1.19-30.11.19 i need an samsung apple is a waste of money

    Me from 1.12.19 to 24.12.19 I NEEEEED AN iPhone 8 in REEED

  • I'm sorry your first point means absolutely nothing in terms of reviews. ANY manufacture faces the same issues of when a product comes out, that they get reviewed bomb.

  • It’s pretty easy to watch a review on YouTube

  • I think apple removed it over negative feedbacks. I know assuming is bad but you guys say WATCH THE VIDEO!

  • Apple is a brand and a company and a company must make money and profit. So, I can see why they've decided to do this. But, when say a customer who has absolutely no knowledge of Apple products, buys something from Apple and realises that it doesn't work as advertised, then the reviews would've given that person an informed decision.

  • :'( We were all waiting for the story of the apple site…

  • Beats X got so low reviews they had to disable all reviews

  • It's truly remarkable, the way you explain Apple related topics while remaining objective , at the same time. Thumbs up for that 👍

  • SOMMMMMMMMMOTH transition to the sponsor DAYM BRO!

  • People act like Apple is a government service. You feminised millennials are so pathetic.

  • This is very close to what I expected. This is nothing against you, Greg, it was just relatively predictable when Apple gets a lot of flack when their products come out.

  • Thanks for explaining the issue in a nonbiased manner. I would have never clicked on a video called "Apple Fanboys, Where is Your God Now?" Condescension is not gonna win you anything.

  • Apple can cut the reviews out on their website and I don't care. I buy their products from amazons site through Apples storefront on amazon which I get the products in 2 days, top it off things like EarPods are nearly $20 cheaper from apple through amazon than apples own website. And I get to read the reviews of the product from amazon shoppers.

  • Dang, I put my money on the answer being "courage" 🤔🤫. Damage control was my second guess 🤣.

  • Of course Apple doesn't want bad reviews… Apple wants money.

  • eBay until recently did NOT have product reviews, only buyer/seller feedback.

  • I haven't had a single issue with any of the USB-C ports on my 15" MacBook Pro… I guess I'm blessed to not have to deal with those issues.

  • Removing all type of honest reviews just because customers are not willing to adabt quick enough.it's bad.

  • 0:37 ‘This is Greg with Apple Explained.. 😴😒’

    It sounds soooo bored

  • You forgot about the Apple haters that go on Apple’s website to leave 1 star reviews just because they hate Apple.

  • Yes….everrrrryone was wondering

  • Android fanboys get such hard-ons trying to piss off apple fans. Yet it’s very rare for Apple fans to do the same to Android. We’re too busy enjoying our easy-to-use products and they’re just pressed that their phone slowed down to a crawl after a year

  • Because people make it their life goal to hate on Apple
    It’s weird how people claim to hate Apple, yet their on every video dealing with Apple

  • What is your background music. I can’t find it anywhere. Did you make it yourself?

  • 7:45 “forced to use USB C dongles” shows pictures of lightning dongles. 😅😂

  • I didn’t even notice they were gone. Either way great video about this topic Greg. (:

  • It would have been funny if he would of disabled comments for this video

  • 7:10 Still want Apple to ditch lighting?
    There's an old saying: Don't fix what ain't broke.

  • I never paid attention to the reviews on the Apple Store website. So many of them were negative looking at them was a waste of my time. For instance I knew I wanted a new pair of wired ear pods. Why should I read 50 1 star reviews?

  • False advertising? Because an accessory may have reliability problems? Nonsense. In the history of personal computing there has always been a % of failure w/ accessories. With a mouse, video cards + cables, w/ monitors, printers & so on. If reliability problems = false advertising (fraud) then all of personal computing has been a fraud. Which again is nonsense. Specifically about Apple products; the puck mouse, the Mac Cube were failures. The Mighty Mouse was flawed. The butterfly keyboard received huge negative feedback. Apple can handle negative feedback.
    * This video seems to contain a perception problem about the user experience w/ Apple & not understanding that outside of Apple there are even more reliability problems going back to the late 1970s. People who have used PCs for decades know that no personal computing ecosystem is 100% reliable. Anyone who has these expectations who is claiming false advertising when it is not met, is terribly misinformed.
    – The second fallacy w/ the false advertising claim is the belief that if one person has a problem, it must mean everyone has a problem or a 0% success rate. False.
    * As for negative feedback about Apple products, these have existed since the Apple II & the first Mac. No need to come up w/ a conspiracy about why Apple removed these product reviews on the Store website. Most of them were worthless imo.
    As for customer feedback, Apple has an extensive discussion database on its website. These discussions imo have been much more informative than the product reviews in the Store.

  • Because android fans and apple haters are leaving fake reviews

  • I have waited well over a decade for Apple to finally push us closer to a one-cable world.

  • This video is a waste of time. A better video would be on "How does Apple collect reliable feedback?"

    Given that they switch off comments and reviews on videos and products. Their service centers are only good for taking technical feedback and bug reports but what about suggestions, ideas, etc. Which department does it for them.

  • Wait… how am I just finding this out?

  • I feel very reinforced for switching to windows after I watch one of these videos.

  • Almost seems like you own stock in square space.
    Anyway, I actually learned something here.
    Glad that I’m not all in on USB-C.
    Actually, none of my devices use it.
    Recently studied up on the issue, and was quite impresses by the specs.
    Looks like Apple has a problem on it’s hands, at least with the adapters.
    Again, glad I don’t need any.

  • I didn’t notice they took that off.

  • Summary:
    1:50 user reviews are important
    2:17 apple frustrates users by removing things they like
    2:59 apple doesn't allow you to review the actual macbook, so people found the first closes thing to voice their opinion publicly
    7:56 apparently the dongles that were now required had plenty of problems too
    10:16 speculation
    10:49 conclusion: apple is hiding instead of fixing problems

  • So sorry I missed 2 STEAMS IN A ROW! 😭😭😭

  • "That also means MacBook users are forced to use dongles and adapters, which tend to amplify the unreliable nature of USB-C"

    Welcome to dongle city, then!

  • Someone is a bit too self centered

  • Good bit of sleuthing there, Greg! Many thanks.

  • Please make a video on the second most popular video title from polls! Why Apple won't make a gaming console! You can link it to apple arcade! That would be really informing and fun!!

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