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:02/04/2025

  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 am writing on behalf of ********************** to formally demand that you cease and desist from hosting and displaying the attached fraudulent reviews on your platform that falsely represent our business. It has come to our attention that a significant number of reviews posted about our company on Trustpilot do not originate from genuine customers. Instead, they appear to be fraudulent, defamatory, and harmful to our business ************* a responsible business, we have taken the necessary steps to flag these reviews using the mechanisms provided by your platform. However, despite following your "AI-automated" process, we have not received an adequate response nor seen any meaningful action taken. The reviews in question remain visible, which continues to damage our reputation and undermine our relationship with customers and potential clients.We demand that you take the following actions immediately:Remove all flagged reviews that have been identified as spam and non-authentic. Attached Exhibits (A-D)Review your policies and processes to ensure that future spam and fraudulent reviews are handled promptly and appropriately.We hope to resolve this matter amicably and swiftly, and we trust that you will take immediate steps to rectify this issue.

  Business Response

  Date: 02/06/2025

  Hi,

  Thanks for reaching out. Our Content Integrity and Legal teams are the best teams to handle this. If you haven't already, please contact them here ************************************************************** or continue to follow up with any other questions or concerns in your current conversations.
  

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:02/03/2025

  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.

  I have reviewed several online sweepstakes casinos based solely on my personal experiences.. (ie redemption times, games, customer service etc) the last review being written today 2/2/25. My last 4-5 reviews for *******, ****************, crown coins, stacker, all of them have been removed stating they cant authenticate it. What do they have to authenticate? Im human ? That I have an account? Im not sure what Trustpilot is doing but theyre causing me such anxiety and making me feel as though my opinion doesnt matter and I feel they are targeting and they continue to harass me and bully me off their reviews for no good reason at all, Ive contacted them several times via email and received nothing back. They just need to get off the internet !! They are cyber bullying punks who pick and choose what reviews they want no matter what the true customer experience is.

  Business Response

  Date: 02/04/2025

  Hi,

  Thanks for sharing your feedback with us. We understand your frustration and upset and just want to clarify our processes a bit more. We want you to be able to share your experiences on our platform - we're a reviews platform after all. However, we just ask that these are within our guidelines or they can be flagged and sometimes removed.

  If you believe your reviews were removed in error, we encourage you to reach out to our Content Integrity team for further clarification and to dispute any outcomes.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:01/31/2025

  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.

  Trust Pilot is not trustworthy; they use automated software to filter reviews on blatant scam companies. Humans do not review the automated complaint removals. They remove negative or low views about their own company. This site is not BBB registered, nor do they have integrity of their own. Their fraud detection software is completely inaccurate, and do not provide reprieve for another who has been scammed, rather, are making their money through marketing to companies who want to rectify reviews. I am shocked this company has been in business and is seen as a valid place to review companies. People need to know and be informed about their unethical practices.

  Business Response

  Date: 02/04/2025

  Hi,

  Thanks for the feedback. We take trust and transparency here at Trustpilot very seriously. Our fraud detection processes, which include both automated systems and human review, are designed to ensure fairness and integrity on our platform. Any review - positive, negative or somewhere in between - that breaks the rules can be flagged by businesses, consumers or by our software. What happens next depends on who flagged the review and the reason why it was flagged. 

  If you have specific issues regarding a review or any misuse of the platform, please reach out to our Content Integrity team so they can assist further.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:01/29/2025

  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.

  Trustpilot is a company that does not take fraud seriously. We have a web platform with *******+ users.1. A user engaged in fraud on our web platform 2. We blocked this user from our platform. 3. They wrote a defamatory "review" on Trustpilot using a fake identity.4. We reported this fraud to Trustpilot following their processes. They did nothing.5. The user immediately wrote another defamatory review using another fake identity.6. Here we ******* can read about Trustpilot's supposed policies and legal obligations here: *************************************** and fraud detection process here: *************************************************************************************************************************************************************** The problem is they don't actually care about fraud or have the resources to take action to prevent it or remove it.

  Business Response

  Date: 01/31/2025

  Hi,

  Thanks for getting in touch. We can assure you that we do take fraud and misuse of our platform very seriously. We have fraud detection processes in place to identify and remove fake reviews. We also provide the tools for businesses and consumers to flag anything that breaks the rules.

  We can see that our Content Integrity team is actively looking into this and will be getting back to you in your tickets shortly with an update and next steps.

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 01/31/2025

  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:

  The defamatory content is still published on the Trustpilot web platform and being advertised to the world. Trustpilot has indicated that one of the two defamatory reviews will be removed, but it still has not been removed. The case will only be resolved when Trustpilot removes all the defamatory content.

  Based on our experience, the Trustpilot fraud detection process doesn't work.

  We flagged the reviews as defamatory and "not based on a genuine experience" but Trustpilot's processes to flag reviews did not actually remove defamatory content. Flagging the reviews put the reviews into an automated process that quickly determined that they were not defamatory, even in the case that any reasonable expert would deem the content defamatory. We manually followed up with Trustpilot to dispute their incorrect automated assessment, and they responded with scripted responses that in our case did not actually address the substance of our complaint.

  Trustpilot's team also indicates that they can only address each review independently. In our case, there are multiple defamatory reviews that are posted on Trustpilot that are highly likely to be tied to the same individual that we removed from our platform due to fraud, and we have provided evidence of this. We have fully explained the details, but they continually have told us that they only look at each review independently, essentially ignoring an extremely important fact of our complaint. Only after flagging the same reviews a total of 5-6 times, and putting in days of work to make a formal demand to their leadership was one of the reviews agreed to be defamatory. That happened days ago, yet the review still is being published to the world and Trustpilot indicates that they may reinstate it at any time. The other defamatory review that is highly likely to be tied to the same person is still published. Trustpilot has indicated that they do not find the review defamatory, despite all the evidence we provided that it is actually the same person behind this review, using multiple accounts with fake, anonymous identities.

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

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

  Business Response

  Date: 02/04/2025

  Hi,

  Thanks for following up. We understand your frustration and want to help as much as we can. Our team carefully assesses flagged reviews based on the reporting reasons. If you still have concerns or disagree with the outcome, we recommend following up with our Content Integrity team for further review they're best equipped to assist. We'll also pass along your feedback here so they're aware of your concerns.
  

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 02/04/2025

  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.
  

  Trustpilot finally removed the defamatory reviews. This was an overbearing amount of work to get this resolved even though I followed all the avenues Trustpilot provides to report fraud. In the end I'm satisfied with the outcome, but still disappointed with the Trustpilot processes that made this so difficult to get right.

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

  
  

• Initial Complaint

  Date:12/19/2024

  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.

  My review was removed that I posted. That's not right.

  Business Response

  Date: 12/23/2024

  Hi,

  We understand it's frustrating when reviews are removed this can happen for a no. of reasons & tends to be when we've found a potential breach of our guidelines (e.g. the use of aggressive language, multiple reviewer accounts registered to the same IP address, etc). Our team can share more context on why your review was removed if you send them a message here ****************************************************************************************************************************************;

  Thanks,

  The Trustpilot Team

   

  
  

• Initial Complaint

  Date:12/17/2024

  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.

  ************************ has damaged my business *********** with a poor rating because customers of ************ ( notice the "s" after seed ) confuse our company *********** ( we sell flower, vegetable, houseplant seeds, etc. ) with the the ************ company that sells marijuana seeds.We are based in the *** and we are a small family business that has operated for over 25 years.This other company ************ is based overseas. ************************ allows ************ customers to come to our page on ******************** ( we do not authorize ************************ to create a page for our business, but they did on their own ) and post negative reviews.I have gone on this page ( ******************************************************* ) and answered all of these negative reviews explaining they have the wrong company.I have contacted ************************ numerous times ( using their site contact, if you call the phone number listed, no one answers ) and they have open tickets, only to say weeks later issue resolved, but nothing has been ******* only request has been for them to remove oblivious reviews from ************ from this page.

  Business Response

  Date: 12/19/2024

  Hi,

  Thanks for getting in touch. It looks like youve claimed your Trustpilot profile, so we must ask you to flag reviews via your business account. Doing so automatically triggers our CI team's investigation process and helps them get all the information they need to handle your request. We can see your past ticket (********) with our Content Integrity team is from June with no further response from your end. If you'd prefer to communicate with our team directly, we'd recommend following up in your past ticket as they've said they were happy to help via email but needed more information (IE identifying the review(s), the reason why they breach our guidelines, and the problematic text). You can also submit a new request here if you'd like **********************************************************************************************************************************.

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 12/19/2024

  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:

  The response is totally false. The ticket was never followed up on, rather it was considered resolved though no action was taken.

  I did flag each one of the false reviews, nothing happened except one reviewer removed their review. The site gives you no options going forward other than this.

  The ticket was responded to after a few weeks stating that the issue had been resolved. Nothing had happened or changed.

  If Trustpilot wants to resolve this, it is incredibly easy.

  I have posted responses to each of these false reviews stating that the customer is obliviously posting to the wrong board as they are complaining about bad marijuana seeds they received, which of course we do not sell.

  I am glad to hear they are responding to BBB, but they should contact me to resolve this, or simply remove the false reviews.

  Hopefully Trustpilot will move forward with this.

   

   ***

   

   

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

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

  Business Response

  Date: 12/23/2024

  Hi,

  We certainly want to help you resolve this, but the conversation has to go through our CI team. Please respond in ticket ******** or submit a new request here ********************************************************************************************************************************** so they can help out.

  Thanks,
  The Trustpilot Team

• Initial Complaint

  Date:12/12/2024

  Type:Customer Service 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.

  Trustpilot is an untrustworthy company that removes reviews unnecessarily and uses form letters in their customer service emails. They should not be trusted when it comes to reviews on their site since they remove them without any transparency. Do not use this site.

  Business Response

  Date: 12/13/2024

  Hi,

  Thanks for getting in touch. Just to clarify, reviews can be flagged when they break the rules. If we find that a flagged review is in breach of our guidelines and the issues at hand cannot be resolved per process, a review may be removed. If you need help with a review, our Content Integrity team would be happy to lend a hand.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:11/22/2024

  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.

  I am quite disgusted with trustpilot. I post my review on there but yet they turned around and removed it for apparently no reason whatsoever. I've already discussed with trust pilot integrity team, did I do not get deposit receipts for the fact that I used paysafe cards to deposit, which I buy from a store and they print out for me. I don't get quite why they are removing my review about casino rewards. But this is very disgusting how they operate their review site, and how they seem to take sides of a casino that pays for the service over a genuine reviewer.

  Business Response

  Date: 11/22/2024

  Hi,

  Thanks for your review. Reviews can be flagged and sometimes removed for breaking the rules. If you need help with yours, we'd recommend reaching out to our Content Integrity team who can further assist.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:11/20/2024

  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.

  I was scammed by a "company" because I trusted their reviews on trust pilot. The company put my safety at risk and did not provide the service for the money I paid. I contacted trust pilot multiple times to check this company and remove the fake reviews so others don't get scammed. I provided trust pilot with all the details they need to investigate this company. It's been 4 months and no one has responded or done anything about this despite me reaching out several times. At this time, I've got to think trust pilot is equally involved in scamming people if they don't investigate what's on their site despite complaints.

  Business Response

  Date: 11/22/2024

  Hi,

  Thanks for getting in touch. We have 0 tolerance for fake reviews and do lots to protect our platform from them like with our automated software, a team of dedicated agents who investigate any misuse and allowing businesses and consumers to flag anything that may look suspicious. Rest assured, if something breaks the rules, action will be taken. 

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:11/19/2024

  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.

  In mid-September, I contacted my Customer Success Manager at **********************, ******* *********** to downgrade my plan and hopefully get a prorated refund. He did not reply back to me for about 2 weeks. I emailed him back on Sep 30 at 12:43 CT. 3 days later, he said my request was denied. After I pressed the issue he set up a call with his manager ***** **** so I could request the prorated refund from him. During that Zoom meeting on Oct 10 at 10am CT, ***** went on to relentlessly upsell me and tell me there's nothing he could do and his legal team wouldn't allow me to get a prorated refund or file a chargeback. Then, I asked ******* and ***** not to charge my card until this was resolved. After pressing the issue, ***** set a meeting his boss, *** ******* for Nov 6 at 11:30 CT. During that meeting I instructed *** and ***** not to charge my card until the issue was resolved. *** stated she did not have authority to change or cancel my plan and I had to contact another department. She said ***** would email me the contact information. He did not. So I had NO WAY TO CANCEL per what *** said was policy of TrustPilot. The following day, Nov 7, I received an email from the TrustPilot Accounts Receivable stating they were going to charge my card. I replied, directing TrustPilot NOT TO CHARGE MY CREDIT CARD. They charged it anyway later that day. The next day, on Nov 8 at 12:16 pm CT, ******* emailed me, copying ************ and said "Unfortunately as expected, we did not receive approval to fully cancel your subscription" As is clear from all the correspondence (I have documentation), it is not possible to cancel my subscription. Prior to this all, I was happy to stay a TrustPilot customer at a reduced plan. Now this is not the sort of company I want to work with. This lack of concern for customers, making it impossible to cancel (documented in emails), the crude upselling and just plain rudeness. I just want to get the money back I did not authorize them to charge me.

  Business Response

  Date: 11/22/2024

  Hi,

  Thanks for your feedback and sharing this with us. Your account renewed on 8/7/2024, following our standard process, with notifications sent 90 and 45 days prior. While youve stated these werent received, they were sent to your active email and later resent for clarity. Our team explored options to address your concerns, including a discounted plan, but your requested downgrade wasnt possible under the terms of your contract. The 9/7/2024 charge processed as scheduled, and your card was removed from autopay the following day. The chargeback you initiated has limited our team's ability to issue a refund or make amendments to your account. Once resolved with your bank, were happy to revisit solutions. If you have further questions or concerns, please follow up with your account manager so they can best help out.

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 11/26/2024

  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:

  I am not aware or do not recall agreeing to anything that allows TrustPilot to nearly double my fees over about a 1.5 year period without my written or verbal consent. I also am not aware of or recall agreeing to anything that does not allow me to downgrade my subscription. I initiated the conversation to downgrade, or ultimately to cancel my subscription in the middle of September, about 7 weeks before I was charged. The day before I was charged (so, on November 6th), I clarified with certainty that the resolution to our discussion has not been completed and specifically told *** ******* and ***** **** that TrustPilot was NOT authorized to charge my card. Further, a chargeback does not limit their team's ability to issue a refund or make adjustments to my account. That is simply not an accurate statement. TrustPilot can simply agree to the chargeback and can fulfill my requests. This has been an awful experience.

  It is my observation, that TrustPilot is doing and saying everything they can to not refund the charge--a charge I did not authorize. I received what I would consider to be an aggressive, threatening email, that they will charge me interest if I don't pay back the payment that is in the chargeback process. Further, they continue sending what I would, again, call very aggressive and bullying emails stating they have the right to charge me going forward (though as they noted in their response, they have canceled future payments). I have made it clear, I cannot use their services. I want out of this relationship. I don't want to receive emails from their lawyers. I want my chargeback to be finalized as a refund and for future payments to be mutually agreed to be finished with. I beleive this to be a very reasonable request. 
  

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

  Business Response

  Date: 12/05/2024

  Hi,

  We'd recommend continuing this conversation with your account manager, as they will be the ones who will need to take any action on your account. 

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 12/20/2024

  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:

  Hello. The business did not make any effort to resolve the complaint. They just continue to threaten me. I am not sure why this got closed. From the communication history, it looks like I responded last and the business stopped responding. Is that accurate? Either way, they did not try and resolve it.
   
  ***

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