Customer-Verified Reviews


What are Customer-Verified

Customer-Verified Reviews allow customers to post positive, negative or neutral reviews about organizations with which they have done business. Reviews are vetted by BBB team members before they are published online and reviewers, upon request, must be able to provide substantiation of the marketplace interactions.

Why is BBB offering Customer-Verified Reviews?

The goal of Customer-Verified Reviews is to provide additional information on organizations to help potential customers make educated purchasing decisions. Reviews also allow businesses to demonstrate how they interact with their customers.

How do I submit a
Customer-Verified Review?

Customer-Verified Reviews may be submitted directly from any BBB Business Review. Once submitted, the reviewer will need to confirm the review via email. Note: A valid email address is required to post Customer-Verified Reviews and a consumer may not file a Customer-Verified Review if they have have already filed a valid complaint with the BBB regarding the same business/issue.

What happens when I submit a review?

What are the options for reviewed businesses?

A business will have three follow-up options once a review is received:

  • Ignore: If the business chooses to ignore the review, BBB will automatically publish it within three days.
  • Respond: If the business responds to the review, the response will be forwarded to the customer and published.
  • Challenge: If the business challenges the review, BBB will alert the customer and request substantiation of the marketplace interaction.

As a small business owner or consumer,
what else should I know about Customer-Verified Reviews?

  • A valid email address is required to submit Customer-Verified Reviews.
  • There is no time limit for submitting a review on a valid
    marketplace interaction.
  • Third-party comments are not permitted; only the reviewer and the business may add comments to a Customer-Verified Review. Those with similar experiences may either submit their own review or file a complaint.
  • BBB will not remove a valid negative review at the request of the business.
  • A Customer-Verified Review is not part of the BBB rating formula and will not affect the company’s BBB letter grade.

A consumer may not submit both a Customer-Verified Review and a complaint. A consumer with a negative experience must choose one or the other.