Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We've had a history with Sitejabber where 5-star reviews from our real (and verified) customers are not going live on ********************'s page, yet 1-stars from unverified customers are immediately posted. While we've been approached numerous times by Sitejabber to pay for their services, we have declined and remained with a free account as we have always generated reviews organically ourselves as opposed to paying for sites like Sitejabber to collect them on our behalf. In August of 2024, we had several clients of ours post 5-star reviews and even email us screenshots of their reviews submitted. When contacting Sitejabber and asking why these reviews were not posted, we were never given an answer and instead wrongly accused of soliciting unqualified reviews aka "review gating". This was after we sent them the screenshots posted from our own customers who posted reviews of their own free will (every customer is asked to share about their experience on review sites like this one). We have even gone above and beyond and submitted the requested information on each customer reviewer including their order number; however, no response nor update has been given from Sitejabber. The last response we received from Sitejabber was on September 17, 2024. We immediately responded the next day on September 18, 2024; however, we have not received a response since then, despite sending a follow up to them on September 30, 2024, which is past their promised response deadline of 3-5 business days. We are asking Sitejabber to respond to our correspondence and to actually provide answers for the questions we've repeatedly asked in multiple emails.

  

  Business response

  11/18/2024

  We understand that you're facing some difficulties, and we apologize for any inconvenience this may cause. However, to ensure a fair and unbiased review process, we do require that you utilize one of our approved review collection tools as expressed in your previous correspondence with our support team. This will help us maintain the integrity of our platform and provide accurate information to potential customers.

  It's important to note that reviews should be solicited from a diverse group of customers, representing a fair and unbiased sample. This means avoiding targeting only those customers who you believe may provide positive feedback. Additionally, offering any incentives, such as discounts or rewards, in exchange for reviews is strictly prohibited.

  We appreciate your understanding and cooperation. If you have any further questions or require additional assistance, please don't hesitate to contact our support team.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They do not provide any assistance for sellers, they refuse to provide documentation that reviews were valid, that these reviews were from actual customers, and make decisions based on information they cannot provide evidence for. Simply hiding behind their "privacy policy" saying if they blocked out the name on the email the company could still find out who this person is. It is all lies, I have spent days working with them to try and find a solution only to be transferred to other people, provided answers that circle back to the same issue, I believe it is only fair to provide documentation if making altering decisions that can effect a company. There was no email, no phone call, no communication at all to get our side of the story or give us the ability to remedy the situation before you taking action. It is borderline defamation as you are not providing evidence to back up your statements only "we have received emails from customers"

  

  Business response

  09/09/2024

  Thank you for sharing your experience. Sitejabber is dedicated to providing a reliable and unbiased review platform. We prioritize the integrity of our reviews, the privacy of our users, and open communication.
  
  In this instance, we received evidence suggesting that refunds were being offered in exchange for positive reviews. This practice is against our Terms of Service, and a consumer warning was issued as a result.
  
  We understand your disappointment and apologize for any breakdowns in communication that you experienced. If you'd like to discuss this further, please don't hesitate to contact our support team.

  Customer response

  09/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have sent multiple emails, and waiting 3-5 days for each response, I am asking how many reviews does it take to get this banner taken down, as it took only 1 or 2 to put it up, I believe it would be reasonable to provide the same courtesy to have it taken down

  I also find it pretty unprofessional that we were never notified of this banner being added without knowledge to us or any email sent to us so we could remedy the situation before it reached this punishment

  Can you provide an email or an attempt to contact us in regards to this break in terms and conditions BEFORE the banner was placed on our business review?

  
  Sincerely,
  
  Theodore H***

  

  Business response

  09/13/2024

  There's not a predetermined number of reviews that need to be collected. Our compliance team handles these kinds of issues and would require that offering refunds in exchange for positive reviews does not continue and that you use one of our free review collection tools if you'd like reviews on our site.

  Customer response

  09/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: Can you provide me email sent that provided us time to remedy the situation before banner was put up, also seems little crazy that 2 reviews can put the banner up but you have no determined number to have it taken off, so it could be 100, 500, 1000? there is no number. That is what you are telling me I suggest you speak to someone and provide me a number, because I it took only 2 then it should be something reasonable, 10, 20, there has to be a number. It could be infinity just so you can obtain more reviews on your site to compete with ********, **********, ****** etc. How can you make a hard decision on 2 reviews but do not have a hard number to reverse
  
  Sincerely,
  
  Theodore H***

  

  Business response

  09/16/2024

  The warning was not issued due to any specific number of complaints or reviews. We received messages from reviewers who provided documentation of the offers made to them and there were also several reviews submitted that referenced refunds. Again, the warning can be removed when your business no longer offers refunds in exchange for positive reviews and legitimate, unbiased feedback is solicited via one of our free review collection methods.  

  Customer response

  09/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: And how many reviews does it take to have it taken down, if there was "several" stating this, and we have stopped doing that, then what constitutes "several" to have the banner taken down. Also, why were we never communicated with prior to this action being made, why were we not given a change to remedy the situation? Please provide evidence of contact from you to us asking us about our practices before making the decision 
  
  Sincerely,
  
  Theodore H***

• Initial Complaint

  06/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  sitejabber asked me to rate Alibris based on a previous purchase; in the middle of this a screen popped up offering me a free Makita drill set for answering a few questions ( the offer was purportedly from ************ After a few questions, I was informed that I had won the drill set. All I needed to do was pay a shipping fee of 4.99. I gave them my credit card number and immediately afterward felt that I had made a mistake. Could you find out if this was real, or if I need to change my credit card number. Thank you

  

  Business response

  06/11/2024

  Hey there, our surveys do not include any kind of promotional material. We recommend reaching out to Alibris and making them aware of this issue, as well as disputing the charge with your bank. While it may appear like Sitejabber is asking you for a review, the request is really coming from Alibris as part of our instant feedback feature. Please reach out to us directly if you need further assistance at *******************************
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sitejabber.com only publishes negative reviews about your company and deletes anything positive unless you pay them $600 per month to manage your account.I've had real customers leave authentic five star reviews on their website, and they are removed within a week...This company makes money by perpetuating and cultivating a negative reputation about your reputation, then forcing you to subscribe to their overpriced services to repair your reputation that they destroyed.

  

  Business response

  04/12/2024

  Thank you for sharing your concern. We appreciate the opportunity to address this. All registered businesses have the ability to manage, report, flag, and dispute reviews (for free). If there are specific reviews youre not seeing or need help with please send us the links to those specific reviews and were more than glad to get them sorted out for you. You can email us at *******************************
  As we previously mentioned, we dont prevent anyone from posting either positive or negative reviews. All reviews are generally posted within 48 hrs however, some may be flagged for further review which can take up to 10 days.
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A fake customer left a deeply false, scathing review about my small business, which is being featured on this site. When I tried to reply to the review, I was forced to sign up and give my own personal information to the site to even be allowed to report or reply to the reveiw. Based on the review, I tried to look up this customer by name and order date to try and identify which order/ customer they were in our database, but they were not even a customer. I spent 4 hours doing this, trying to match them by name, potential email addresses with their name, orders around the time specified - nothing came up. This wasn't even a legitimate customer and this website just let them leave a flagrantly false review of my small business without verification. On top of this, there were lies and defamation included in the review, such as describing our products in such a grotesque and untrue way - something we have never received from tens of thousands of customers in the 4 years we've been operating. On top of that, there was defamation of my personal character, and sensitive personal information was revealed. This website just let all of this be posted without verification to the public. Honestly contemplating a cease and desist at this point because I'm seriously shaken up by all of this - myself personally and my business.This is defamation of character and of my small business. This isn't even a legitimate review or customer. ******************** also just forced me to give my personal sensitive information and forced me to have to use the site to collect positive reviews from verified customers. I have a review platform embedded into my site already for customers to leave verified reviews, this is a very SCAM way to get people to use this site for reviews instead. All I want is for this website to no longer mention me personally or my business, and to leave us alone. I have a review website and it's not Sitejabber.

  

  Business response

  02/16/2024

  Hey there, we apologize for the frustration this has caused. We looked into your account and we do see that a negative review was left of your company in December. It looks like the review was reported, however, it does take 10 business days for us to process removal requests for businesses with a free account. We went ahead and removed the review as a one-time courtesy. For future reference, our Request Verification feature is completely free to use, but reviews do need to be flagged within 30 days of the review being submitted. Feel free to reach out to us directly with any questions at *******************************

• Initial Complaint

  12/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They collect your info just as you do.When your all done, it gives you a error.So now they scammed yoyr personal info, them play dumb like it never happened.

  

  Business response

  12/21/2023

  Hey there, we apologize for the frustration this has caused. Weve tried reaching out to you directly to troubleshoot but havent been able to contact you. Can you send us more details at ******************************* Well be waiting for your email. Thank you.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I keep attempting to post a positive review for ***** Steaks and I keep getting rejected saying try again later or contact customer support. There is no reason for my review to be rejected, it was clean and positive. My review "score" on the right showed average, so I expected it to be posted. Since they will not post positive reviews that have no reason to be rejected, I don't think this site is a reliable place to make decision based on reviews.

  

  Business response

  10/16/2023

  Hey there, thank you for bringing this to our attention and we apologize for the inconvenience this has caused. After speaking to our developers, we concluded that at the time you were trying to leave a review, our site was experiencing a bug. It has now been fixed, and you should be able to leave a review without any issues. If anything else pops up, please reach out to us directly. Thank you.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  SiteJabber has a listing for our website and every single review is a 1 star review posted on the same day with very similar wording and the exact same image used by brand new accounts.We get constant emails from them trying to convince us to sign up to remove these bad reviews I signed up but as a free account you are only allowed to request 2 review requests per month! There are 22 fake reviews on our account (and not a single real review)I'm not going to directly say that SiteJabbet is deliberately posting fake reviews in order to extort money from victims, but it sure does look like that. All the evidence points to it.I contacted customer support twice and they told me that they are unable to remove the reviews because there is a dedicated team for it. To access the dedicated team, I need to request the review from the dashboard. Which as above I said, on a free account I can only do 2 per month.There is no email I can send to and ask for all the obvious fake reviews to be removed while on the free plan. SiteJabber is either deliberately posting fake reviews and extorting customers or allowing fake reviews and providing no way to remedy the situation without paying up hefty chunks of money. A very unethical set of business practices

  

  Business response

  10/17/2023

  Thank you for sharing your concern. We appreciate the opportunity to address this. We don't prevent reviewers from leaving negative feedback, nor do we spotlight negative reviews over positive ones. Wed also like to clarify that we do not review businesses ourselves. Our platform is for the monitoring, collecting, and publishing of all types of reviews and across multiple sites, not just Sitejabbers. 
  After investigating the reviews on your account, weve gone ahead and taken care of the false reviews for you. If this ever happens again, however, please reach out to us directly at ********************************
  
  Also, could you please share with us the email or name of the people who constantly reached out to you? Wed like to find out if these were perhaps sent from accounts that are not actually affiliated with our company.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  regarding: my 05-15-2023 review for ************************************************************************* i was NOT able to post my two (2) photos/attachments.i rarely have these problems!can the ceo or customer service representative please resize and publish my two (2) attachments to go with my review?thank you.sincerely yours,****** ******************* sitejabber reviewer /hps enclosures: please see the attachments for copies of the photos for the attachments for my review on TextNow for your reference and further review. thank you.====================================================================================================here is my review that was just published:I Hate This Racist, Discriminatory TextNow Company!They are Huge Liars and are Racist and Discriminatory!They have purposely and deliberately Removed My Account and Phone Number for No Legitimate Reason back on Sunday, May 14th, 2023 and when You contact their S*** **************************** they will Always Send You A Form Letter Falsely Telling You That You Violated Their Terms Of Service!However, they Never Show You Exactly What You May **** Done Wrong because they are Liars and They Just Want To Encourage You To Make The Same Mistake, Over And Over Again Until You Give Up On Using Them!That Is What Happened To Me!You Will Never Speak To Anyone In Their Beyond Low ********************************** because they are Not Here To Help ************************************* Will Never Reverse A Closed and/or Disabled Account Once They are Only Here To Allow You To Make Repeated Mistakes Without Ever Knowing What Your Mistakes Are!Whoever Heard ********************** I Go Speeding On The Freeway and Get Stopped By The Cops, the Cop Will Tell Me How Much I **** Gone Over The Limit which is Complete Honesty in which TextNow is Lacking Drastically!They have Removed My Account And Phone Numbers About 4-5 Times By Now and I have had More Than Enough With Their Games!***********************, Chief ************************************* runs the company, however, he is scared of ME and Never Responds To My Messages!What A Loser!He does ******** About His Customers At All And Is A Racist and a Dishonest Liar and Very Discriminatory!Enclosed, in the attachments, please find a copy of the latest Fake From Letter Coming From *********************************** Offering Me **** Help For Your Reference And Further Review. Thank You.Thank you.Sincerely yours,****** ******************* Angry, Upset And ****** Off Ex-Customer Of TextNow /HPS Enclosures: Please See The Attachments For A Copy Of Their Latest Fake Form Letter Coming From The *********************************** Offering Me **** Help For Your Reference And Further Review. Thank You.PS: Moving Forward: I Will Never Use TextNow Ever Again, Nor Recommend Them To Anyone!

  

  Business response

  05/18/2023

  Hey there! We apologize for the frustration this has caused. Your images have been resized and have also been published with your review. Please let us know if you need help with anything else.

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sitejabber is having people put up nasty fake reviews and is using the nasty reviews to extort business owners for money to remove them.

  

  Business response

  05/09/2023

  Hello. Review authenticity is of paramount interest to **, and we have multiple layers in place to avoid any unauthentic reviews. To allow for full transparency, we don't prevent reviewers from leaving negative feedback. Sitejabber doesnt spotlight negative reviews over positive ones either. We also dont in any way charge businesses to take down reviews. Removal of negative reviews can only be done if a reviewer violates our Terms of Service see sitejabber.com/faq#fake. We tried to look up your account with the information provided to ** via BBB. Unfortunately, we dont have any records in our helpdesk, platform, or CRM. Can you please reach out to ** at ******************************* with the link to your Sitejabber business profile? Were happy to look into your account and help get any fraudulent reviews removed at no cost. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩