ComplaintsforTrustpilot, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Trustpilot for unethical practices in handling reviews. I have submitted multiple reviews on their platform about a company called US Fireplace, detailing my genuine experiences and providing all the requested documentation to verify my claims. However, Trustpilot has repeatedly removed my reviews, claiming they are fraudulent.I have made several attempts to contact Trustpilot to understand what additional documentation is necessary to reinstate my reviews. Each time, I receive vague responses with no specific guidance or clarity on what more is needed. This lack of transparency and unwillingness to provide clear instructions on how to rectify the issue raises serious ethical concerns.Trustpilots actions not only undermine the integrity of their review platform but also prevent other consumers from being informed about my legitimate experiences with US Fireplace. Their handling of this situation appears to favor businesses over consumers, which is contrary to the principles of fair and unbiased customer reviews.

  Business response

  07/12/2024

  Hi,

  Thanks for sharing and we're sorry to hear about your experience. We certainly want you to be able to leave reviews, we just ask that these stay within our guidelines or they can be flagged and sometimes removed. We'd recommend following up with our Content Integrity team if you think they've made a mistake with your reviews so they can take another look and help out.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I left a negative review for ************* today based off my own experiences with them and received an email in return from Trust Pilot saying they suspended my account and deleted every review I ever made. I am Verified on there. I honestly believe companies pay them to stop people from posting negative reviews as much as possible and I believe that because this is not the first time I've had an experience like this with Trust Pilot. There was an online casino that refused to cash me out and I had to prove that my negative review was valid at least 5 different times while Trust Pilot kept threatening to remove my account for leaving fake and unproven reviews. Sites like Bitofgold.ag and bitspinwin.co offer their customers freeplay to ****** with in exchange for 5 star reviews on Trust Pilot and I informed them of this situation and they didn't even care. Trust should not be in their name.

  Business response

  07/03/2024

  Hi,

  Thanks for sharing. No company can pay to have reviews removed or for a favorable TrustScore. Reviews can be flagged if they break the rules and accounts can be blocked or suspended if someone seriously misuses our platform.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I posted a review of a business and TrustPilot flagged my review until I oaid them money. This site must be warned about!

  Business response

  06/26/2024

  Hi,

  Thanks for sharing, but that's not how our platform functions. We want you to be able to share your experiences, just within our guidelines.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am extremely frustrated with Trustpilot's handling of disputes and customer service. I have submitted dispute after dispute regarding a false review of my business. At the beginning of May, Trustpilot informed me that it would take 5 days to review the initial decision to leave the review, but it has been much longer, and I have received no response.I understand if a customer had a bad experience and posted about it, but we have no record of this customer. The review states that our business is a scam without any explanation, which is a serious and baseless accusation suggesting we sell fake productssomething we do not do.Our business is legitimate and strives to offer the best customer service possible. It's baffling that a review from a male in another country, when we sell women's bridal clothing, was allowed to remain. Trustpilot's negligence in addressing such obvious issues is damaging to businesses and is unacceptable.Additionally, I see that the Trustpilot team is responding to complaints on BBB with unhelpful, generic responses that do not provide any real solutions. This lack of meaningful engagement only adds to my frustration. I empathize with others who have had similarly bad experiences with Trustpilot. There should be an action lawsuit against Trustpilot for failing to address and resolve these issues properly.Trustpilot should be held accountable for allowing baseless reviews to damage reputable businesses. Their lack of response and support is disgraceful, and they should not be allowed to operate in this manner. I advise others to avoid using Trustpilot due to their unreliability and unresponsiveness.

  Business response

  06/26/2024

  Hi,

  Thanks for the shout, but we do not see any tickets with our Content Integrity Team under **************************. If you have a ticket number, please let us know so we can follow up with our team to see what's happened and provide further context.

  Thanks,

  The Trustpilot Team

  Customer response

  06/26/2024

  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]

  Ticket numbers ******** , ********, ********

   

   

   

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

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

  Business response

  07/19/2024

  Hi,

  We've followed up with our team on this one and someone should be in touch as soon as possible.
  

  Thanks,

  The Trustpilot Team

  Customer response

  07/22/2024

  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.
  
  Sincerely,
  
  ********************
  
  
  
   
  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased plane tickets and became ill.I submitted for a refund and was approved. The approval said my refund will be in my account within 4 working days. It has been over a month!

  Business response

  06/18/2024

  Hi,

  Thanks for the review, but we're not sure it's for us at Trustpilot. We're a reviews company.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Trustpilot is retaining negative reviews of my small business that include untrue information, i.e., misinformation if not disinformation. I have offered to Trustpilot documentation proving the review is false, to no avail. The mis/disinformation in the reviews has come at substantial opportunity cost to my small business.

  Business response

  06/14/2024

  Hi,

  If a review breaks the rules, you can flag this in your business dashboard, following these instructions ****************************************************************************************************************************. If you've already done this and do not agree with the outcome, we'd recommend putting in a dispute with our team via this form **********************************************************************************************************************************.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every review I post gets removed right away! Asap they remove it. No questions asked. Even though that this casino rewards is paying trustpilot, I'll give you an example of some of the five-star reviews that are being posted and nothing is being done about it. Trustpilot knows they're fake and yet allows this to happen. But as soon as I have a negative review to post it's taken down right away. All the sudden they're not busy? Because I've emailed them for months on end and no response back. They have my picture of my receipt and yet still decide not to answer back, nor do they repost my review. How am I supposed to help on a suspecting victims of this casino not to make a mistake and deposit in here from my own experiences, If trustpilot is helping this corrupt casino, keep their reviews from reaching 100% negative.I have attached a copy of a fake five-star review. I would like the business to look at that and explain why something like that is up there for one, for two I have went through a lot of these fake five star reviews. I have flagged them, and guess what? This is the response I get back from the company. It is really funny because if casino rewards flags somebody's review, Right away! Trust pilot has it hidden on the page right away. No questions asked. Yet when any player like myself, any reviewer like myself flags any review the same suspicious or false, it is not hidden right away. Nothing is even done about it as you see in the screenshot that I showed you. This is very biased. What is happening. How can a business operate honestly with such corruption?

  Business response

  05/28/2024

  Hi,

  Thanks for the shout. It looks like your review was flagged by our fraud software. We'd recommend following up with our Content Integrity team via this form with any further questions or concerns: ******************************************************************************************.

  Thanks,

  The Trustpilot Team

  Customer response

  05/29/2024

  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]

   Thank you for. I've already followed up with your team numerous times and they will not fix the issue. So I am rejecting your decision thank you.

   

   

   

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

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

  Business response

  06/10/2024

  Hi,

   We'd recommend following up with our Content Integrity team via this form with any further questions or concerns as they are the ones who can best help out: ******************************************************************************************.
  

  Thanks,
  The Trustpilot Team

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This review site is constantly removing my review. They asked me to send them some sort of proof that I was a client of " casino rewards.com" I did indeed send them what they requested. They are still trying to claim that I am not a real or genuine person, or reviewer. I read up about this review site, I'm finding a lot of people are having the same types of issues with having their reviews removed. This seems to be fraudulent and fishy, does trust pilot own casino rewards? I'm not quite sure as to why? They are helping this company? Iv been scammed tremendously over the last 15 years from this casino, and I need to make sure that my review counts. I need to make sure that it warrants unsuspecting new customers before they make a huge mistake. That will change their life drastically for the worst.

  Business response

  05/20/2024

  Hi,

  Thanks for the shout. Any review can be flagged if it breaks the rules. We'd recommend following up with our Content Integrity team should you need any further clarification or help with your review.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I posted a positive review for a company that requested it and that I have done a lot of business with to the tune of tens of thousands of dollars and provable. They removed my positive review saying it is fake even when I proved it was real. Then I noticed the company I was reviewing review was going down, and the only reviews staying up were the random negative ones. My business partner sitting next to me in my office who also uses the same service also had his review removed same minute. They remove all your positive reviews if the company doesn't pay them for the service then only leave the bad review to ruin a company's reputation. I am happy company of the business I reviewed and have provable receipts they chose to remove my post and I can see a bunch of others. They are an absolute scam run like the mafia. Pay us or we will ruin your company.

  Business response

  05/20/2024

  Hi,

  Thanks for the shout, but no company can pay to have reviews removed or for a favorable TrustScore. Any review that breaks the rules can be flagged. If you're having trouble with a review, we'd recommend following up with our Content Integrity team so they can lend a hand.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been leaving reviews with Trustpilot for a while now. I am fully verified and have been leaving genuine reviews about companies Ive have done business with. They are claiming that the reviews are unbiased and they do not manipulate or keep reviews off for financial benefit. There are a lot of people who rely on these reviews and Trustpilot took one review off In the beginning so I sent all the correct documentation, receipts and bank transactions. I wrote back asking how could they take that review off and something is wrong with there software but it could easily be remedied because like I said Im fully verified and they know who I am. After that they have just started taking every single review off saying it isnt a genuine experience. Even though I was responded to by name by the company or companies that I reviewed on Trustpilot. They are now almost every day taking every single review I wrote off due to whatever reason. Vindictiveness but it is due to Trustpilot being paid by these said companies to get rid of bad reviews or get rid of good reviews from their competitors. I have every email that was sent where they removed my review and even when I send the correct documentation it is still taken off and they respond by saying my review is still being take. Off even though I have sent in all correct documentation. I am not the only person there are many of others who review companies and if its not to Trustpilots liking it comes down for no reason at all. They even took reviews down I wrote about their company Trustpilot stating I didnt have a genuine experience or pretty much that it didnt happen. I had reviews take down for no reason. Reviewed them about it and still it was taken down.This company should not be allowed to claim what they claim on their site. About real reviews, non biased reviews. I will send all the emails they sent me claiming I didnt have the experience and you will see how ridiculous it is. Shouldnt be in business.

  Business response

  04/19/2024

  Hi,

  Thanks for the review.No company can pay to have reviews delayed or removed. All reviews must follow our guidelines or they can be flagged. If you think our team has made the wrong call, we'd recommend following up with them in past tickets or via our decision dispute form here *******************************************************************************************.

  Thanks,

  The Trustpilot Team

*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. ↩