So I got a couple of complaints from long shipping times and I’m not sure whether to display those reviews or hide them. If I do answer them, how can I answer without they knowing I do dropship?
Any help is appreciated. Thanks
Topic summary
A store owner received 1-star reviews due to long shipping times and is uncertain whether to display or hide them, and how to respond without revealing they dropship.
Community consensus strongly favors showing negative reviews:
- Hiding them damages trust more than displaying them
- Customers actively seek negative reviews to verify authenticity of positive ones
- Professional responses to complaints actually increase credibility
Recommended response strategy:
- Acknowledge the delay with empathy
- Attribute delays to “high demand,” “international logistics,” or “supply chain constraints” rather than mentioning dropshipping
- Frame improvements as “working with logistics partners”
- Consider offering discount codes or expedited shipping on future orders
Additional suggestions:
- Add a transparent Shipping Info section setting 2-4 week delivery expectations upfront
- Import more 4-5 star reviews through apps to balance the negative feedback
- Build a genuine brand identity rather than appearing as a typical dropshipping store
- Treat customers like friends/family when responding
One participant notes that shipping complaints actually help set realistic expectations for future buyers.
1 Like
Hello @Davis-Hend It’s usually better to show the 1-star reviews — but respond to them professionally. Hiding all negative feedback can damage trust more than a few poor reviews ever would. Many customers actually look for negative reviews to confirm that the positive ones are real. A thoughtful, empathetic response to a complaint can increase credibility and demonstrate that you care.
Here’s how to respond without revealing you’re dropshipping:
Instead of saying, “Shipping is slow because we dropship,” you can say something like:
“We’re so sorry to hear about the delay in your order. Occasionally, high demand or international logistics can cause unexpected shipping times. We’re actively working on improving our delivery experience and really appreciate your patience.”
This shows:
. You acknowledge the problem.
. You don’t blame dropshipping or make excuses.
. You sound proactive and customer-focused.
Bonus tip:
If you’re concerned about perception, consider adding a Shipping Info section to your site that transparently sets expectations (e.g., “Orders typically arrive within 2–4 weeks due to current logistics delays”), without using the word “dropshipping.”
Thank you 
1 Like
Hello @Davis-Hend ,
I’d keep those honest reviews up. Social proof is more powerful when it’s real, warts and all. Instead of hiding them, just respond with empathy: apologize for the wait, explain that due to high order volumes or global supply chain constraints it can take 2–4 weeks to deliver, and let them know you’re working on faster fulfillment.
Offer a small token like a discount code or free expedited shipping on their next order to show you value their patience. Framing it as “we’re working with our logistics partners to speed things up” lets you own the delay without ever mentioning dropshipping. Over time, most shoppers appreciate the transparency and your proactive service will turn a shipping gripe into a loyal customer.
Another thing you can try is to import more quality 4 or 5-stars reviews through app like Kudosi. This way when new buyers come, they won’t get hit with the 1-star reviews first and bounce.
1 Like
Always be honest, have integrity. There’s nothing wrong with dropshipping. Also negative reviews complaining about shipping times are actually good reviews, because they help set expectations for future customers.
For answering questions and interacting with customers, when I owned a store I used the mantra (and shared that with my team) to think of our customers as our friends and family, how would we respond to them, how would we treat them.
I found those policies to be very successful, we had a brand people loved, and with great customers.
If you don’t want to be perceived as a dropshipping store, then build a brand, create products. You can do it.