Complaints

This profile includes complaints for Trustpilot, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trustpilot, Inc.

  50 W 23rd St Ste 1000 New York, NY 10010-5205

• 

  Trustpilot, Inc.

  245 5th Ave Fl 5 New York, NY 10016-8728

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with ***** that was shipped using SpeedX shipping services. According to the tracking information, the package was delivered to a facility in ******** on April 23, 2025, and then arrived in ***** on April 24. On April 25, the status showed that it was "out for delivery," but later updated to "attempted delivery."Since April 26, I have made multiple attempts to resolve this issue by contacting ****** customer support. However, I have not been able to speak with a live representativeonly automated AI responses, which have been unhelpful and frustrating. As of April 28, the tracking status continues to show "out for delivery" with no updates or ************* delivery instructions clearly state to call or text my phone number upon arrival, but this has not been followed. The lack of communication, inability to reach a human representative, and failure to deliver the package despite multiple days of "out for delivery" status is completely unacceptable.I am extremely disappointed with both the customer service and the delivery process. I expect this matter to be resolved promptly.

  Business Response

  Date: 05/09/2025

  Hi,

  Thanks for sharing this and we're sorry to hear about your experience. However, we're not fully sure it's for us at Trustpilot as we're just a platform for reviews.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:05/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business dishonestly sanitizes legitimate negative reviews on itself and companies that subscribe to it. I have had multiple reviews rejected, seemingly automatically, because they were negative feedback. This causes distrust in their inherent business plan and is obviously unethical behavior and corporate greed.

  Business Response

  Date: 05/09/2025

  Hi,

  Thanks for sharing, but that's not how it works. We want everyone to be able to share their experiences - positive, negative, or somewhere in between. We just ask that these are within our guidelines or they can be flagged by businesses, consumers or by our software.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:04/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to formally file a complaint against Dealforce for misleading advertising, poor service delivery, and what I believe to be unethical behavior in response to my honest review of their services. I posted my proof and review to TrustPilot where they say companies are not allowed to pay for reviews. Dealforce attempted to pay me to take mine down.I later discovered similar reports from other reviewersone even said a prospect admitted they were paid to attend the meeting and didnt know what it was about. This aligns disturbingly well with my own experience and suggests a widespread issue with how Dealforce sources and represents its leads.Adding to the concern, after leaving a detailed review on Trustpilot describing my experience, I was contacted by Dealforce offering to pay me to remove or alter my review. This is not only unethical but also a direct violation of Trustpilots guidelines, which prohibit incentivizing users to remove negative reviews.Subsequently, my review was flagged as defamatory and removeddespite the fact that it was a truthful and accurate account of my experience, supported by records and communications. I find this deeply troubling, as it undermines public trust in honest reviews and allows the company to manipulate its online reputation through unjust means.I respectfully request that the BBB investigate these practices and hold Dealforce accountable for misrepresenting its services and for its attempts to suppress legitimate criticism through improper incentives.Thank you for your time and attention to this matter.

  Business Response

  Date: 04/16/2025

  Hi,
  

  Thanks for sharing this with us. Please know that no company can pay to have reviews delayed or removed - it goes against all that we stand for. Reviews can be flagged when they break the rules. We can see that you've followed up with our Content Integrity team about this in ticket ******** and they will be investigating further and getting back to you with an update and next steps as soon as possible.

  Thanks,

  The Trustpilot Team

  
  

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought some filter equipment from an amazing company who changed my life. Gave my family pure water in our home for the first time in 20 yrs. We tried everything and bought everything from companies for thousands of dollars who did not fix it. So we went to review this life saving company with Trust Pilot. And to my amazement they refused to show my review. And would not tell me why. Even when I sent them PROOF of my purchase! I did just replace my phone. The *** I used to work for overseas paid for my global GPS phone as I traveled for them. The new phone gets many spam calls and bill calls. Maybe that is what it is. They won't tell me. I go to their site and see several reviews that are bad about the company I am trying to review. And it is hard to believe, as they are so helpful and kind. Then I see a bogus review from someone I actually know! This guy is an awful person. I go see him and he tells me he never even bought equipment from them. That he got mad at them because they wanted him to do all these things to analyze his well water and refused to sell it to him when he wouldn't do his due diligence. So he said he got online and called then a scam company with Trust Pilot. I am shocked that trust Pilot lets ANYONE call ANY company a scam. That indicates they SCAM or commit fraud or something like that. So if a person does not do their due diligence and a product does not work well, now it is a scam! Shocking. I called the company and they said that they were members of Trust Pilot for a while, but that Trust Pilot always took the complainers side of things, even when the company could document the person did not follow instructions, and that Trust Pilot lets ANYONE say ANYTHING, except to let the business defend themselves. And once they stopped paying trust Pilot they had this rash of **** complaints. Some of which no customer of that name existed, and two others where they could PROVE the people were lying. Shameful. They are a good company. Not TPilot.

  Customer Answer

  Date: 04/13/2025

  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 and the matter has been resolved.
  

  Actually I prefer to cancel this complaint altogether. It was filed in the heat of the moment and after further consideration I don't want to pursue it. I have accepted an overseas position and will no longer be available in the future.

  
  Sincerely,
  
  ***** *******
  
  
  
   
  

  
  

• Initial Complaint

  Date:03/27/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trustpilot presents itself as a reputable review platform; however, it currently allows users to post star ratings while restricting businesses from respondingpositive or negativeunless a payment is made to Trustpilot.This practice is both unethical and misleading. Credible review platforms such as the Better Business Bureau, ******, and ******** allow businesses to address and respond to customer feedback freely.I am formally requesting that Trustpilot either:Remove our business profile from your platform *******************************************************************, or Allow us to respond to all reviews without requiring ********** is only fair and responsible that businesses have the opportunity to engage with customer feedback and provide context or resolution.I look forward to your prompt action on this matter.Sincerely,*** ********, CEO *********************************************.

  Business Response

  Date: 03/27/2025

  Hi,

  Thanks for getting in touch. We understand your concerns and apologize for any trouble. Trustpilot is an open platform so anyone with a genuine experience can leave a review, as long as it follows our guidelines. Please note that once you claim your business page, youll be able to respond to reviews on our free plan, along with other features outlined here ************************************************************************************************.

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I see Trust Pilot has updated my account allowing the ability to again reply to reviews. Previously, I received a message that I had to pay and subscribed to access the ability to communicate. 
  
  Sincerely,
  
  *** ********
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Details:I am filing this complaint regarding Trustpilot's refusal to remove a demonstrably false review from my business profile.Timeline of Events:A customer placed a pre-order item from my *********** company canceled the order due to shipping delays and issued a full refund.Despite our Trustpilot settings only allowing reviews for fulfilled orders, their system erroneously sent this customer a review invitation.The customer posted review #****** stating: "Took too long so I canceled my order" - containing false claims as we canceled the order and refunded them.Attempts to Resolve:I contacted Trustpilot explaining these facts and requested removal.After multiple escalations, they refused to remove the review despite evidence of its factual ********************* Impact:As a small business, this single incorrect review has significantly damaged my overall rating and is causing economic harm.Requested Resolution:Removal of review #****** Acknowledgment of error in their system Implementation of safeguards for canceled orders I have evidence of all claims made in this complaint.

  Business Response

  Date: 03/27/2025

  Hi,

  Thanks for getting in touch and sharing your experience. After looking into this with our team, they found that the review in question did not violate our guidelines for the reason it was flagged. As such, the investigation is now complete.

  If you believe the review is not genuine, we encourage you to flag it for this reason directly from your business account. We understand this may not be the outcome you were hoping for, but please know that we apply our guidelines fairly and consistently across the board.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:03/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am filing this complaint against Trustpilot for mishandling defamatory reviews that have harmed our business. We have corresponded with Trustpilots Content Integrity Team about a fraudulent reviewer, ******* *., who posted seven false reviews. Although six were removed for violating guidelines, one identical review remains live.Summary of the Issue:Multiple False Reviews: ******* *. posted seven defamatory reviews over a few weeks; six were removed, but one identical review ********** Moderation Inconsistencies: Trustpilots AI failed to flag these posts as defamatory. Even after human review removed them, the same content was reposted and approved by the AI.Evidence Provided: We supplied evidenceincluding transaction records, proof of service, and favorable bank rulingsthat clearly proves the claims are false.Repeated Warnings and Escalation Failures: Despite warnings and banning the reviewer, Trustpilot has enforced its policies inconsistently. Their responses to our escalations have been templated and dismissive, ignoring the harm to our business.Requested Resolution:Immediate removal of the remaining defamatory review - an identical review has been deemed defamatory already, removed previously, however the their support team has not checked the logs, has completely missed this fact, and claim the review is fine, directly contradicting their past decision A formal explanation for their inconsistent enforcement.Stricter moderation practices to prevent AI errors and reappearance of defamatory reviews.Trustpilots negligence has damaged our reputation and caused financial losses. We urge the BBB to investigate and hold them accountable.Thank you for your attention.Sincerely,***** *****

  Business Response

  Date: 03/21/2025

  Hi,

  Thanks for reaching out and sharing your concerns. Were really sorry to hear about the issues you've encountered with the reviews and can understand your frustration. Please know that we apply our guidelines evenly and fairly across the board. If you believe the outcome of a review is incorrect, the best way for our team to help is to dispute it directly with them via email. They will be sure to look into it thoroughly and assist you as much as possible.

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dear BBB, it seems we have received another canned, templated response from TrustPilot to our complaint here, without addressing any of the facts or evidence we have uploaded. Thus we're uploading an update of our most recent email that clearly shows TrustPilot not enforcing policies that are listed on their own website, despite the fact that we provide evidence to every single claim made against us individually and disprove these.
  
  We're disappointed to say the least and find this to be gross negligence and lack of care from the company.
  
  We would like to raise further complaints directed to the representatives providing us with these templated response as we believe they have not reviewed our evidence at all, as anyone who's willing to review it will see that it is a clear cut case.
  
  To further reinforce that fact, an unbiased third party has decided in our favor twice already based on the same evidence, and TrustPilot's own team has already removed 6 of the reviewer's 7 posts, issued 4 warnings to the user, and assured us on two separate occasions that they have banned the user from posting further reviews.
  
  Lastly, we would like to reiterate once more, that this review is an identical one that has already been removed previously, that the reviewer copy and pasted and reposted, after receiving 2 warnings already.
  
  We politely ask for the immediate removal of this false review, on top of the requests we have submitted in our original complaint.
  
  Best,

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   Unfortunately we have received yet another templated response, claiming TrustPilot is not in a position to decide when two parties disagree on the events, despite the fact that we have provided evidence that clearly demonstrates the actual facts.

  We are not satisfied with this answer.

  Also we would like to mention that we have also received a separate email that said the review will be removed, however nothing was removed. Later on the TrustPilot team said this was in relation to a different review, however no other reviews were or are online that can be spoken of.

  Therefore the situation has not been resolved and we're disappointed with the lack of action against clearly false reviews.

  Lastly, this review is an identical copy and paste of a previous one that has already been removed for violating policies, therefore there's clear lack of consistency in their enforcement.  

  Sincerely,
  
  ***** *****
  
  
  
  
   
  

  Business Response

  Date: 04/04/2025

  Hi,

  We apologize for the trouble. It looks like our team has reached an outcome and shared that with you via your conversations with them. If you disagree with this outcome, please continue to dispute it with them as they're the ones who can best help out with next steps. 

  Thanks,
  The Trustpilot Team

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Files a report and they removed it because they get money form the other company, trust pilot is a scam and people should know.

  Business Response

  Date: 03/21/2025

  Hi,

  Thanks for getting in touch. To clarify, Trustpilot does not allow businesses to pay to remove bad reviews. Paying for Trustpilot's services does not give businesses an advantage in hiding negative feedback and you can read more about this in our *********** here: *****************************************************************************************************************.

  We want you to be able to share your experiences, we just ask that these are within our guidelines.

  Thanks,

  The Trustpilot Team
  
  

• Initial Complaint

  Date:03/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Positive or negative Product or service reviews can be purchased from trust pilot. Such as seen on ****, where a product recieves 4.8 rating out of 5. And upon further research 36 out of 36 customers having purchased said product experienced 100% catastrophic failure.

  Business Response

  Date: 03/21/2025

  Hi,

  Thanks for getting in touch. We take the integrity of reviews very seriously and work extremely hard to ensure that they're from real people with real experiences. If you have concerns about a particular review or suspect it may breach our guidelines, please don't hesitate to reach out to our Content Integrity team. They are dedicated to investigating any misuse and ensuring that the platform remains trustworthy for everyone.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:02/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for an account on "**********************" on February 8th 2025 at 4:49 PM CST. I did so in order to leave a negative review about a website called "Cloud Convert". However, a few days later they started spamming me asking for more information. They wanted the date of the experience, which was already provided in the review, as well as an order number, which does not exist for that type of website. Not that it would matter if I did have this information because hey took down the review before I even had a chance to see their flood of emails.I then repeated my experience, taking screenshots of each thing that happened, and left a new review. Had their website allowed me to attach a screenshot I'd have included it, but since I couldn't, I sent them an email immediately afterwards with this information and informed them that I can only check my email on weekends.Well, the next week the same thing happened and they never even once responded to my review. I complained about it and specifically asked them to delete my account. They didn't respond, but they did send me an automated email asking me to review them. Cute The worst part about the take downs, however, is that the emails specifically say they don't think it's based on a genuine experience. This is AFTER sending them an email with screenshots of the genuine experience so they know that they are being untruthful. That's libel. As far as I am concerned they are a scam website. My guess is that the company I was reviewing - Cloud Convert - pays them to take reviews down This is a big deal because the ************************ announced a final rule banning fake reviews and testimonials back in August 14th 2024. A site which knowingly removes real reviews in order to make a company or service look better is essentially a fake review itself. Trust Pilot clearly claims that Cloud Convert has a 4.4 star review based on the reviews, but by removing the true average would be much much lower if they didn't do this.

  Business Response

  Date: 02/25/2025

  Hi,

  Thanks for the shout. Trustpilot does not allow businesses to pay to remove bad reviews. Paying for Trustpilot's services does not give businesses an advantage in hiding negative feedback and you can read more about this in our *********** here: *****************************************************************************************************************.

  We want you to be able to share your experiences - just within our guidelines or they can be flagged. If you disagree with any outcome, please follow up with our CI team so they can look into it again.

  Thanks,

  The Trustpilot Team