ComplaintsforTrustpilot, Inc.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trustpilot removes real reviews. I provided trustpilot with a receipt of my purchase. They are paid by the supplier to remove negative reviews that do not allow the consumers to get accurate feedback. For consumers that are unaware that trustpilot will remove negative reviews at the request of suppliers, they can be subject to receiving goods in poor quality. I took the time to share my experience to help other consumers that are in a similar situation to have the data they needed to make the risk of purchasing from a ******* supplier.I provided trustpilot with my direct correspondences with the supplier and the receipt of the order and they still insisted that I provided a fake review. It is a very bad practice and I think they receive financial incentives from these ******* companies in which can cause a great amount of turmoil for consumers.Trustpilot should provide more transparency regarding their policies for removing reviews. Not a reliable source of information.

  Business response

  09/06/2024

  Hi,

  Thanks for getting in touch. No company can pay to have reviews removed. We want you to be able to share your experiences - just within our guidelines or they can be flagged and sometimes removed. If you need help with a review, we'd recommend following up with our Content Integrity team so they can best assist.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had a bad experience with the Prop Firm "Goat Funded Trader". Essentially the $600+ product they sold me didn't work. And they refused to provide a refund. That review is here.*************************************************************************** But I also tried to leave a review on TrustPilot.*************************************************************** A few days after leaving my review, I got an email from them, saying my review was on hold because the vendor wanted more information on my specific case. I was completely aghast... This is a platform where a vendor can block bad reviews!Anyways, I did present my Order#, and details of the purchase. After some back and forth, TrustPilot against asked me for details of the purchase... As if they didn't read my response. Ultimately, they removed my bad review - which was really a warning to other customers. They could be paying for a defective product, for which they could not get a refund!Frankly it feels very corrupt. And I wouldn't be surprised if there's any collusion between TrustPilot and the vendors. But that's just speculation on my part. I can't say I've seen a more UNtrustworthy review site.

  Business response

  08/23/2024

  Hi,
  

  Thanks for getting in touch. Sometimes a business or our Content Integrity team will need further documentation to verify an experience. If you think they've made the wrong decision when it comes to your review, we'd recommend following up in your email chains with them so they can take another look and help from there.

  Thanks,

  The Trustpilot Team

  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  TrustPilot uses inaccurate information which is misleading to customers. In addition they do not provide clear and fair avenues to provide feedback regarding reviews. They target a specific business but do not properly do due diligence on the reviews to confirm accuracy. This includes reviews of businesses that are not related to the proper country origin of the business. Therefore customers believe they are raising concerns that can be addressed by a company but are not directed to the proper company/entity. Reviews of products are being made that are not sold in select country of the company. In addition this is a poor platform if false statements are being made and cannot be responded to. The full picture is not provided. This is misleading and needs to be corrected.

  Business response

  08/23/2024

  Hi,

  Thanks for getting in touch. We're not sure which company or profile you're referring to, but if you think that anything's breaking the rules that our team hasn't caught yet, please flag it for further investigation via this form ******************************************************************************************.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear BBB, I am writing to express my deep dissatisfaction with the recent handling of Trustpilot on our account. We have been using Trustpilot for over a year, committed to a $250 per month service, billed quarterly, totaling $750 every three months. Last month, I was unexpectedly charged $1,164a significant 35% increase from the previous rate. When I inquired about this change, I was informed that an email was sent on July 11, 2024, notifying us of an annual renewal and a price increase from $250 to $388 per month. Unfortunately, I never received this email. Furthermore, there were no additional attempts from ************************* to contact us. He could have easily sent a second or third email or called me to notify me of the change. However, he claims that the email sent on July 11th sufficed, even though it never reached my inbox. It is unacceptable that our plan was auto-renewed without explicit consent and that the price was increased by 35% without proper communication. This approach to business is not only unprofessional but also shows a blatant disregard for your customers. Today, on August 14, 2024, during a meeting with *************************, a representative from Trustpilot, it became clear that our concerns as a customer were not fully understood or appreciated. **************** showed little concern when we expressed our intention to leave the company next year if a resolution could not be reached. His dismissive attitude and lack of effort to address our concerns were both unprofessional and disappointing. This approach reflects poorly on Trustpilot and demonstrates a lack of care for the well-being of their customers. This situation must be addressed immediately.Attached you will see prove that I did not received any communication from the Trustpilot team on the renewal or price increase Sincerely, *************************

  Business response

  08/16/2024

  Hi there,

  Thanks for taking the time to share your experience with us and we're sorry to hear that our service has not met your expectations. Our records indicate that the email regarding the price increase was sent and delivered. We do ask that all businesses handle cancellations or renegotiations in accordance with the terms outlined in their contract. However, we will be sure to review future communication processes to improve moving forward.

  If you'd like to discuss your account and contract further, we'd recommend following up with your account manager so they can take another look and assist from there.

  Thanks,

  The Trustpilot Team

  Customer response

  08/16/2024

  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 have thoroughly reviewed my email inbox and can confirm that no email was received from Trustpilot or ************************* regarding this matter. Even if an email was sent, it could have ended up in the junk folder, yet no follow-up attempt was made. Trustpilot failed to send a second email or make any effort to contact me via my personal or Sleeplay number, both of which you have on file.
  It's unacceptable not only to renew my plan without my explicit approval but also to impose a 35% increase from my previous cost. I expect Trustpilot to honor the original rate of $250 per month, not the unauthorized $388.  

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

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

  Business response

  08/23/2024

  Hi,

  We certainly understand the frustration and will be sure to pass along your feedback to our Sales team to look into moving forward. As mentioned, it'd be best to get in touch with your account manager so they can take another look and assist from there.

  Thanks,

  The Trustpilot Team
  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid a credit repair company by the name of Credit Wellness LLC 240$ to dispute my credit. This was up front. I was unaware that this was against the law and I feel as if I was scammed. They wont return my call at all. They send me to an automated line that hangs up on me. I just want to be refunded since it was against federal law to take my money before showing any results. Im new to being good with my credit and I cant afford that type of money to just be wasted.

  Business response

  07/12/2024

  Hi,

  Thanks for the shout, but not sure it's for us at Trustpilot. We're just a reviews platform.

  Thanks,

  The Trustpilot Team

• 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

*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. ↩