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

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  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:04/23/2026

  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.

  REMOVEDThis review was placed against my company and clearly shows verbiage relating to clothing sizes. My company sells software. I flagged the review but they ignore it and then I sent it to their content integrity team and they said they decided it would stay on the site as a valid review.

  Business Response

  Date: 05/04/2026

  Hi there,

  Thanks for sharing and we're so sorry for any trouble. If you disagree with the outcome of a flagged review, you can always dispute this in your conversations with our Content Integrity team or by following up via these steps: REMOVED.

  Thanks,

  The Trustpilot Team

• Initial Complaint

  Date:04/20/2026

  Type:Billing 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.

  REMOVEDmaintains a free business account with REMOVED. On April 20, 2026, Trustpilot sent us a formal cease and desist notice accusing our company of writing, submitting, or procuring "fake" reviews. The notice stated that 11 reviews on our profile had been removed between December 12, 2025 and April 21, 2026 as fake or suspicious.We dispute this in full. REMOVEDdoes not write, buy, incentivize, or procure reviews, and does not selectively invite only satisfied customers to leave feedback. The reviews on our profile reflect genuine customer interactions.Our complaint concerns Trustpilot's handling of this matter:The notice does not identify any of the 11 reviews that were removed.The notice does not disclose which detection signals were triggered or provide any evidence supporting the "fake" characterization.The notice offers no appeal process or meaningful opportunity to respond.The notice declares itself a "final warning" and threatens serious consequences a public Consumer Warning banner on our profile for at least 6 months, suppression of our TrustScore, termination of our business account, loss of account features, and delisting from search engines.We have attempted to reach Trustpilot support to discuss this matter and have received no substantive human response.Imposing severe public reputational consequences on a business based on an undisclosed algorithm with no specifics, no evidence, and no genuine opportunity to respond is not a fair process. If Trustpilot proceeds to place a public Consumer Warning on our profile, it will constitute a false public statement by Trustpilot itself about our business, causing direct and foreseeable harm to our reputation and livelihood.

  Business Response

  Date: 04/23/2026

  Hi REMOVED,

  We can see that our Content Integrity team are already investigating this issue and are in the process of discussing it with you. We'd advising liaising with them directly, as they are best placed to advise on next steps. 

  Customer Answer

  Date: 04/29/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:04/20/2026

  Type:Product 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 am submitting this complaint regarding Trustpilots removal of a legitimate consumer review I posted about REMOVEDand its failure to provide a clear explanation or reinstate the REMOVEDreview reflected a truthful, first-hand account of my experience with Pawps claims process, including the handling of a veterinary emergency claim. The content was accurate, based on documented communications, and submitted in good faith to inform other consumers. It did not contain false statements or violate Trustpilots published guidelines.Despite this, Trustpilot removed the review without identifying any specific policy violation. I requested clarification and reinstatement, but have not received a meaningful response.This raises serious concerns regarding transparency and fairness. Platforms like Trustpilot serve an important public function, and the removal of legitimate, experience-based feedback undermines consumer trust and may distort the accuracy of published reviews.Resolution Requested:I respectfully request that Trustpilot:1. Provide a clear, written explanation identifying the specific policy basis for removal;2. Reinstate my review in its original form absent any substantiated violation; and 3. Confirm that no further unjustified moderation actions will be taken against my account.If not resolved promptly, I am prepared to pursue additional remedies, including escalation to appropriate regulatory REMOVED- REMOVED

  Business Response

  Date: 04/23/2026

  Hi REMOVED,

  We can see that our Content Integrity team have reached out to you to let you know that this review has been reinstated, but please let us know if there's anything else we can do to help.

  Customer Answer

  Date: 04/29/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:04/20/2026

  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.

  Over the past several months, multiple authentic reviews left by our real customers have been taken down from our profile without adequate explanation. These reviews were submitted by genuine customers who had real experiences with our services. Despite reaching out to Trustpilot's support team to address this issue, we have not received a satisfactory resolution. Their response did not address our concern and instead directed us to flag reviews, which is entirely unrelated to the issue we raised.The continuous removal of legitimate customer reviews is damaging to our business reputation and prevents our customers from freely sharing their genuine experiences on the platform. We believe this constitutes an unfair business practice.We are requesting that Trustpilot:Review and reinstate the removed customer reviews Provide a clear and transparent explanation for why these reviews were removed Ensure that genuine customer reviews are not incorrectly flagged and removed going forward We have attempted to resolve this directly with Trustpilot via email with no satisfactory outcome, and we are now seeking the BBB's assistance in facilitating a fair resolution.

  Business Response

  Date: 04/23/2026

  Hi there,

  Thanks for reaching out to us about the removal of fake reviews for REMOVED. 

  
  We use our automated detection technology to detect fake reviews. This technology looks for unusual patterns and reviewer behaviour on our platform. We understand that youd like to know the specific reasons why a review was removed. Unfortunately, we cannot provide this information, but please know that we take this action only when multiple parameters indicate that a review is fake.

  
  Here are some of the reasons why reviews may have been removed:
  - Anyone with a special relationship to your business cannot write a review, including you, your immediate family members, shareholders in your business, or anyone currently working for or with your business.
  - If youre asking for reviews, its worth double-checking that your review collection methods are fair, neutral, and unbiased and that youre not offering incentives for writing or editing reviews. 
  - Reviews cant be collected on company premises without agreeing with us first. And you cant ask customers to use your equipment (for example, an iPad) to review your company.
  - Reviewers should leave out links, promotional codes, and advertising material from their reviews.

  
  Weve emailed each reviewer to let them know their review has been removed and encouraged them to let us know if they believe we've made a mistake. Weve also provided them with instructions on how to submit supporting documentation to verify their experience with your business. 

  
  If any of the reviewers provide documentation that verifies their experience with your business, well be happy to reinstate the review. However, please note that in order to protect the integrity of our platform, we can only accept documentation from the reviewers themselves.

• Initial Complaint

  Date:04/14/2026

  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.

  Over the last week (4/9-4/14) I have tried to leave a review for a different company on TrustPilot. It has been declined twice, email correspondence request a receipt proving that I was legit customer, which I provider and then they still declined my review with no other reasoning.

  Business Response

  Date: 04/23/2026

  Hi REMOVED,

  Thanks for reaching out about this. Please can you send over your ticket number and/or email address so we can investigate this further?

  Customer Answer

  Date: 04/24/2026

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

  I have attached screen shots of the correspondence related to this matter. My email is REMOVED. 

  Thank you for your time in this matter. 

   

   

   

   

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

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 05/04/2026

  Hi,

  Thanks for sharing this. We can see that your review was flagged by our automated detection software and you can read a bit more on how that works here REMOVED. If you disagree with this outcome, you can always dispute it via the conversations with our Content Integrity team.

  Thanks,

  The Trustpilot Team

  Customer Answer

  Date: 05/04/2026

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

  I have already had email correspondence with the Operations, please see attached, and they completely disregarded my question on why my post was rejected. 

  The article mentioned in the previous reply was obtuse and still does not answer why my original TrustPilot post was rejected (twice). 

  TrustPilot had blamed the automated (AI) for rejecting my post but a human can't answer why this is or will correct  and publish it as I'm legit customer, showed proof of my order and that my words praising the company I did business was legit. 

   

   

   

   

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

  
  Sincerely,
  
  REMOVED
  
  
  
  
   
  

  Business Response

  Date: 05/15/2026

  Hi,
  Thanks for sharing this. We can see that your review was flagged by our automated detection software and you can read a bit more on how that works here REMOVED. If you disagree with this outcome, you can always dispute it via the conversations with our Content Integrity team.
  Thanks,
  The Trustpilot Team

• Initial Complaint

  Date:04/09/2026

  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.

  So can you explain to me why i just spent about 15 minutes, for absolutely nothing? Legitimately nothing. It claims that it is a free search, and while that may be true it doesnt give you anything from the search. on top of that, it makes you wait like 15 minutes while it "tries" to find out all of this infomation about you, just to force you to spend something if you want to see the results. My time has been wasted, and nothing has been gained. I literally could have been sitting in front of a wall watching paint dry, and I would have been more satisfied about the outcome than what happened with this.

  Business Response

  Date: 04/23/2026

  Hi REMOVED,

  Thanks for reaching out to us about this. Can we just confirm that you're referring to Trustpilot here? We're afraid that we don't offer search services as we are just a reviews platform. However, if you'd like to share your experience(s), please feel free to do so here REMOVED??.

  Customer Answer

  Date: 04/25/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved. I have made the complaint about the wrong business, i apologize profusely. 
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:03/21/2026

  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 has used our brand likeness and allowed fake 1 star reputation damaging reviews and deleted legitimate customer reviews. When reported and when the owner reached out to get reviews removed they ignored the message and requested we pay for a higher plan or the review stays.

  Business Response

  Date: 03/22/2026

  Hi REMOVED,

  Thanks for flagging this with us. Please can you send over your ticket number and/or email address so we can investigate this with our Content Integrity team?

  All the best,

  Trustpilot

• Initial Complaint

  Date:03/20/2026

  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 ordered a pack of 9 cargo dungarees from TikTok and I used my Discover Card and the money went to this company, REMOVEDand it quickly took my money from my Discover credit card and I never received any emails from them telling me that my order was received and it will be shipped out at all so I got worried and kept looking through my TikTok account because Ive purchased from them before and I could not find any purchases so I kept looking and I couldnt find anything after 2 days I started to look for feedback and nothing I went online to my Discover account and found where the payment went to and REMOVEDthem and I found hundreds of people complaining that they are fraud and scammers. I finally found the add again on TikTok and wrote a comment on their page and they blocked me so no one can see what I wrote calling them fraud and scammers and tell the people not to buy anything from them because its a scam.

  Business Response

  Date: 03/22/2026

  Hi REMOVED,

  Thanks for flagging this, but we're not sure it's for us at Trustpilot as we're just a reviews platform. However, if you'd like to share your experience(s), please feel free to do so here REMOVED??.

  All the best,

  Trustpilot

• Initial Complaint

  Date:03/20/2026

  Type:Order 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.

  We are submitting a complaint regarding Trustpilot and their handling of a defamatory review published on our company page.An individual named REMOVEDposted a review containing serious allegations, including claims of blackmail. We want to clearly state that this person has never worked with our company, has never been our client, and we have never had any interaction with her. There is no business relationship whatsoever.We attempted to follow Trustpilots official process to report and remove the review. However, our request was rejected with the explanation that the content does not violate their guidelines.We contacted Trustpilot support multiple times, but responses were either delayed or not helpful. Despite clearly explaining that the accusations are false and asking them to verify whether the reviewer has any actual connection to our company, no meaningful action has been taken.This situation is causing ongoing reputational damage to our business. A person with no proven relationship to our company is allowed to publicly accuse us of serious misconduct, while we are left without effective tools or support to resolve the issue.We are requesting that Trustpilot:Properly investigate whether the reviewer can provide proof of a legitimate interaction with our company Remove the review if no such proof exists We believe platforms that host public reviews should ensure a balance between customer feedback and protection against false and harmful claims.We are seeking assistance in resolving this matter.

  Customer Answer

  Date: 03/22/2026

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  REMOVED
  
  
  
   
  
  

• Initial Complaint

  Date:03/09/2026

  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.

  My brand, REMOVED(owned by REMOVED), has been building our reputation on Trustpilot for over 6 years, and we have been a paying Trustpilot Plus B2B partner for 2 years. We've built a highly reputable brand with thousands of genuine 5-star reviews from over REMOVEDcustomers.Recently, REMOVED's automated fraud-detection algorithm triggered a massive "false positive" on our account. REMOVEDsent us a formal REMOVEDnotice accusing us of procuring fake reviews and threatening to terminate our account and place a warning banner on our profile. None of which we have ever done. The core issues:Refusal to Accept Proof: We have a complete digital paper trail (invoices, shipping logs, communication records) for every customer. We explicitly asked REMOVEDSupport to allow us to submit this proof to verify the flagged reviews. Trustpilot refused, stating their "automated systems" are final and they will not manually review our evidence.Extortionary Dashboard Blocker: Trustpilot has locked us out of managing our paid Pro dashboard. They placed a pop-up on our screen requiring me, the owner, to check a box acknowledging the REMOVEDnotification before I can access my account. Because the notification accuses us of fraud, checking this box acts as a forced admission of guilt. When I asked Support to remove this so we could access the service we pay for, they refused.Trustpilot is happy to take our money as a Pro partner, but when their automated software makes a critical error, they deny us basic due process, refuse to look at concrete proof of purchase, and hold our paid account hostage behind a forced admission of guilt.Desired Resolution:Immediate escalation of our case (REMOVED) to a human Compliance Executive for a manual review.Removal of the Cease&Desist notification and the dashboard blocker without forcing an admission of REMOVEDto submit our proof of purchase to reinstate the falsely removed reviews.

  Business Response

  Date: 03/22/2026

  Hi REMOVED,

  Thanks for flagging this with us. Please can you send over your ticket number and/or your email address so we can investigate this further with our Content Integrity team?

  All the best,

  Trustpilot