1. What is Store Rating?
Store Rating is the integrated rating for the store. System will calculate the average rating based on few factors, including but not limited to its customers’ review, package quality, delivery service, sale amount. The lowest rating is 0.5-star whereas the highest rating is 5-star. The rating will be updated from time-to-time as to provide additional information to our valuable customers. Click here for Store Rating Definition
2. Which stores will participate in this Store Rating system?
All the stores in HKTVmall that are established before 18th February 2019, will be the first batch of merchants to participate in this program. As for the stores established after 18th February 2019, their rating will be default as 3.5-Star and will be recalculated based on the rating criteria after 90 days.
3. What is the Store Rating standard?
The computer system will calculate an average rating based on various factors such as the store's customer ratings, packaging quality, delivery accuracy, sales volume, and response rate in the "Q&A" section, as a comprehensive rating for the store. The lowest rating is 0.5-Star and the highest rating is 5-Star.
Store ratings will be regularly updated to provide more comprehensive information for customers to reference.
4. How can Store Rating enhance my shopping experience at HKTVmall?
The Store Rating system can help customers to better understand the credit, service and product quality of the merchants in HKTVmall and strengthen customer confidence in merchants. At HKTVmall, the same product may be sold by several different merchants at the same time. Customers can refer to the price, user reviews, Store Rating and other factors to choose their preference.
5. Why are some stores not labelled? Do they meet the standard?
All HKTVmall merchants are rigorously screened to ensure quality meets standards. The stores without label mean they are not amongst these 3 categories “HKTV Owned Store”/“Flagship Store”/"Trustworthy Store” and does not interpret as not meeting the standard. Customers can refer to the price, user reviews, Store Rating and other factors while purchasing.
6. I have purchased from this store before and I am very unsatisfied with the product quality and the service. Why is it rated 4/5- Star?
Thank you for your valuable opinion and we are very sorry about the unpleasant experience brought by the purchase. Since the Store Rating is based on the integrated rating of customers' review, quality of goods, product popularity and delivery service etc. Therefore, individual cases may not be reflected in the overall Store Rating. We will continue to collect customers' feedback and adjust the Store Rating in due course.
7. How can I rate this store?
Thank you for your opinion, the product user review is an important indicator of Store Rating. You can post a user comment after order complete. We will collect the customer's product review and adjust the Store Rating in due course.
8. Will HKTVmall terminate the partnership of low-rating stores?
We have always been strict with the merchants of HKTVmall, and all non-standard products will not be allowed to be sold at HKTVmall. Most of the merchants of HKTVmall can achieve excellent standards and satisfy customers. Of course, we will regularly review and urge poorly performing merchants, we will also consider terminating the partnerships of the relevant merchants when necessary.
9. The user reviews of this store are mostly negative. Why is it rated 4/5-Star?
Thank you for your feedback. The Store Rating refers to the overall performance of the store, the rating criteria is based on the integrated rating of customers' review, quality of goods, popularity of products and delivery service, etc. We look forward to adding more rating criteria details gradually in the future to reflect the performance of merchants in different aspects.
10. This merchant has a 2-Star Rating. Should I buy from them?
All HKTVmall merchants have undergone rigorous screening to ensure that the quality is up to standard, and HKTVmall also provides a comprehensive after-sales service, thus, you can be assured while purchasing at HKTVmall. The Store Rating is a reference to the merchant's performance in the past 3 months, in terms of customers' review, quality of goods, delivery service and popularity of the products for reference.
11. Is there any guarantee from 5-star store/ Trustworthy Store?
The Store Rating is designed to give customers a clearer understanding and a reference of the credit, service and quality of each merchant in HKTVmall. The 5-Star store/ Trustworthy Store are well-received on behalf of these stores in terms of product quality, delivery service, the package of goods, and popularity of products. The Store Rating is for reference only, it does not imply any guarantees. For any product issues, HKTVmall also has a self-service report system to assist customers to deal with these issues.
12. There are a lot of negative reviews on this product, but this merchant is rated 5-Star. What should I believe?
Since the Store Rating refers to the overall rating of the merchant. The system will calculate the average rating of all the products from the store. Therefore, individual products may not be reflected in the overall Store Rating. We will continue to gather customers' feedback and adjust the Store Rating in due course.
13. Can I comment or suggest certain rating criteria for this merchant rating program?
You are welcome to submit your comments and suggestions to us at any time. We will forward your comments to relevant departments for consideration and reference to further optimize Store Rating system. The Store Rating system is still at its initial stage. We will continue to collect customers' feedback and opinions, we look forward to adding more rating criteria details gradually in the future to reflect the performance of merchants in different aspects.