Sentry Marketing unfair rejected report

Ladyt606 · 2018-02-09T19:16:50+00:00

The first time I submit a shop for Sentry they rejected report bc they said the photo of my food was Inadequate - they didn’t really say what was wrong but I assume they were complaining bc some of the sauce was smeared on the plate (required to take photo of food “unaltered”) At the restaurant customers pick up food and silverware from a ledge and carry to table. So my food got jostled a bit and sauce got a little smeared before I took the photo but you can clearly see the whole item on the plate. It is unfair to reject for something so minor and that is caused by the way the business operates. What is really appalling is they rejected without talking to me so for all they know the food may have come from the kitchen like this. I have done secret shops off and on for 20years and this is the first time I have ever had a shop rejected. I am suspicious that Sentry is gathering info for clients without paying shoppers by looking for minor issues to reject a shop. Seems like a coaching email for future shops rather than an outright rejection would have been more fair or even a partial reduction in compensation. To not even reimburse for the cost of purchase makes me uncomfortable doing shops for them.

Sentry Marketing unfair rejected report

February 13, 2018 08:05PM

@JASFLALMT - You've completed 10 assignments for our company. Did you have a bad experience with me or any member of our team? As far as I can tell, the interactions you had with our staff were pleasant with timely responses to questions. I don't see any payment issues. I'm sorry that you have such a negative view of Sentry and me because it seems your first hand experience with our team has been pretty good.

I am not going to post a photo of the food because I don't think it is appropriate. Yesterday, I did meet with my team to review our process for evaluating any report where a deviation from the assignment guidelines occurred to ensure that we are following our internal process and to be sure that we are communicating in a clear and professional manner with shoppers. The meeting was very productive and have add two projects to our roadmap to help ensure that future project guidelines are clear as well to provide resources to shoppers for best practices for conducting shops. JAS - you mentioned a very important one: taking multiple photos.

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February 13, 2018 10:50PM

How is OP going to submit a photo of a half-eaten burrito and not think that the editors would catch it? I'm sure she submitted it while scrolling through her phone for patio heaters, I mean outdoor heaters.

February 13, 2018 11:24PM

Yeah, so I have only done 2-3 shops for Sentry, not 10, and that was a long time ago. You have me confused with someone else.

February 13, 2018 11:35PM

Just playing devil's advocate. Even wiping up the sauce is an alteration. Take it as a learning experience, and soldier on. We have all made mistakes like this. (I have messed up shops that can sometimes be fixed and sometimes cannot. Not saying it is frequent, but it happens) My initial reaction was similar. The truth is, the client makes the rules, and the MSP only has so much leeway. If the client cannot use the shop, the MSP cannot either. Perhaps you can get a re-do. It is natural to be upset about it, because no one wants to be wrong. It may take a few days to get there, but once you have taken a step back, you might be able to see their side. Hopefully you won't write them off for one rejected shop.

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