Some background: A Lead is a member that has been noted as contributing or a founding member of a Neighborhood, a Nextdoor community, typically created by inviting several neighbors to the website. Leads are meant to help stem the flow of trolls.
The only tools Leads have is to remove posts from their own neighborhood (and posts that show up in the moderation queue once enough Leads voted) and sometimes that doesn't even work. Meanwhile trolls are permitted to continue to harass and threaten in the larger multi-neighborhood feed, which is the most visible. Nextdoor claims a Profile Report feature can be used, but the response time is absolutely unacceptable (24-48 hours, sometimes longer), and the admins that review these posts are sometimes just as rude and arrogant as the trolls themselves. Meanwhile, the trolls that get reported can run unfettered, continuously threatening and harassing members that dare stand up against them.
The trolls recognize that the Leads that got pushed into the position of moderating the postings have virtually zero ability to stop them, and can be banned for any reaction towards to constant onslaught of harassment, threats of violence/property damage, and vile verbal attacks towards family members.
I submitted a complaint as a Lead toward a group of trolls that was allowed to run unfettered for multiple days and was subsequently banned for "public shaming" , for simply asking the worst of the trolls to behave themselves and reminding them of the rules they agreed to upon joining Nextdoor. This ban was given without official notification. I had been moderating on Nextdoor for years at this point. I had to email Nextdoor Support to find out that I had been banned with zero appeal process.
They claim it was because I violated their "public shaming" policy for asking the users (trolls) to behave with a modicum of respect.
Instead of apologizing for an extremely poor experience on their website, they blamed the victim. This is absolutely unacceptable. Nextdoor does not give the leads the tools that they need to police the neighborhoods they helped create.
Nextdoor has several complaints of this nature in their National Leads Forum and my story is far from being the only one. I have given Nextdoor an opportunity to apologize and correct their serious error, but it will not be open indefinitely.
Product or Service Mentioned: Nextdoor Website.
Reason of review: Poor customer service.
Preferred solution: Full public apology from Nextdoor, reinstatement of account, punishment for employees that mistreated me as a long standing member of the community. Improve tools for Leads to lock/pause threads that get out of hand..
Nextdoor Pros: I could stay in touch with neighbors.
Nextdoor Cons: Harassment and bullying, Lack of loyalty support for long time members, Unprofessional and disrespectful customer service, No phone support, Lack of tools and support for volunteer leads.