Trustpilot reviews

Negative reviews are removed from site - site isn't trustworthy

Negative reviews by me and several others of a window company and its sister company have all been erased.

The complaints against that company were very serious. They included poor quality workmanship, bad service, poor products, zero communication. In my case, it also included fraudulent credit card use.

My review and all other reviews were removed.

This company is a real problem for consumers. They need to know what they are getting themselves into.

All the reviews were removed by Trust pilot without an investigation. My complaints to Trust pilot were answered but no explanation could be given as to why they were taken off and why no contact was made with me about it.

To be clear. ALL negative reviews were removed for two companies. There were about 8 or 9 in all.

My conclusion is that Trust Pilot is not a reliable forum for consumer protection in the least.

Mads Thomsen, B, Laszlóné Homlok and Cap Dawgson found this review useful

02 January 2013

Reply from Trustpilot

Hi Scott,

Thanks for your feedback.

I understand that it's frustrating to see your review being removed without being informed about it. Under normal circumstances no reviews are removed from Trustpilot, unless they are reported for violating our review guidelines. One of the exceptions is when we receive documentation that a company gets new owners.
We looked carefully into the logs and found that this has been the case here. As a result of that reviews have been removed on the given domain.

You are welcome to contact us with any other information you may have about this company. Please write to support@trustpilot.com and we'll look into the issue as soon as it is possible.

Thanks,
Joakim Ditlev
Trustpilot

Like communism - good in theory, not so clever in practice.

Trustpilot makes its money from the online websites not the reviewers with the result there is no option to only look at bad reviews nor even sort reviews; you are stuck with most recent first. They tell me that more recent reviews are the most relevant but what is does mean is my bad review will soon slip off the screen and hopefully (from the vendor website point of view) will never be seen again. This severely limits the usefulness of Trustpilot as far as I am concerned - when a company doesn't get 10/10 I want to know why, I'm big enough and ugly enough to make up my own mind about what is behind the negative reviews but I don't want wade through pages and pages of 5* reviews looking for the bad reviews.

Having said that two emails I sent were answered quickly and politely.

Mads Thomsen, Laszlóné Homlok and Kieran Flanagan found this review useful

17 December 2012

Reply from Trustpilot

Hello Gwen

Thanks for your review. We appreciate your feedback.

Your descriptions about how we list reviews on a company profile page are correct. Other active users of Trustpilot describe something similar: In general, Trustpilot becomes more useful if users can see some good reviews but also some negative ones and - if possible - how the company manages to deal with negative feedback.

We are currently working on different ways to improve the relevancy. A simple change is to make it possible to sort reviews by star rating. Some initial work has been done on this feature, but it's too early to say when this feature will go live.

Best regards,
Joakim Ditlev
Trustpilot

Some very odd reviews here!

I find it amusing that the people who actually run this site, have such a low score. You would think they would be 10/10 and 5 stars.
However, looking through the people who give it 1 or 2 stars are a) businesses who don't use it complaining that they've had a bad review or b) customers who have given a bad review to another company and seen it disappear and c) people who don't believe the reviews are legitimate.
For those in a) Grow Up. If you have had a bad review, change the way you do business. If you think the review is unfounded or maybe it's just a competitor of yours slagging you off, report it to TrustPilot and they temporarily remove it, check it out, and if it is a legitimate review they put it back, and if it's a fake review, it'll stay off the site.
For b) Just read the answer to a)!
For c) Well you can report a review as well! Generally though, the worse the language and spelling is, the more likely it's probably legitimate.
So, all in all, I think it's good as TrustPilot themselves have such a bad score! To be honest, if I were them I'd remove some of their reviews as they're plainly just from angry people who have nothing better to do (like me ;)). I did a review from the people I got my new Tumble Dryer from, and gave them 5 stars. I wonder if anyone slagged off my review as being fake.
Let me check!

Brittany Hutchings found this review useful

12 December 2012

Reply from Trustpilot

Hi Tim and thanks for your review.

You are right, we are not perfect and we are ok to receive criticism, as long as it is constructive. We won't report reviews unless they are breaching our user guidelines. We try to answer all reviews so that other users can learn from them and understand how Trustpilot works.
Thanks for using our service and you are welcome to follow us on Facebook >> www.facebook.com/trustpilot

Kind regards,
Bertrand Carton
Trustpilot

Most reviews look fake.

It is trite knowledge that dissatisfied customers are in percentage terms far more vocal than satisfied customers, except it would seem when it comes to the reviews on Trustpilot! The figures against many of the businesses listed are simply not credible, especially those where 5 star ratings far outnumber 1 star ratings, but if you do not accept that just look how bad ratings are very quickly swamped by 5 star ratings with reviews from 'first time' posters. Just not credible.

John Roullier, B, Mark Hawkins, Laszlóné Homlok, John Vickery and Alexander Tao found this review useful

12 December 2012

Reply from Trustpilot

Hi James, and thanks for leaving a review.
I can understand your scepticism when so many positive reviews and you are right, around 72% of all reviews on Trustpilot are 5 stars. You are right to say that dissatisfied customers are in theory more likely to leave a review to warn others, while happy customers don't necessarily think about it. But what if you asked all you customers after they purchased from your company to leave a review, just by sending them an email with a link? That is what Trustpilot is helping many companies achieving. A company's reputation can only be representative if all customers are asked to leave a review.
The reason you see so many "first time" posters is simply because they have been invited to leave a review by email and automatically got a user profile created for Trustpilot. They don't need to actively login, as we know who the reviewer is. You can see next to many reviews the term "Review by confirmed purchaser". It means that we have a proof of purchase attached to this person and his/her review is therefore genuine. I hope it helps you understand how trustpilot works, and that you see the value in it.

Kind regards,
Bertrand Carton
Trustpilot

Get your countries correct

You might want to check where dublin, limerick and tullamore is they not in GB (see peoples location for this) http://www.trustpilot.co.uk/review/www.pixmania.ie

John Roullier and Kieran Flanagan found this review useful

10 December 2012

Reply from Trustpilot

Hello Christian,

Thanks for your feedback and notifying about the issue.

You are right that those cities should be listed under Ireland. I filed a bug report and hopefully our developers will sort it out soon.

Best regards,
Joakim Ditlev
Trustpilot

No Response to Complaint & Keep Re-Posting Invalid Review on our Company Page

Quite simply the worst customer service I have experienced in my position as Business Development Manager for www.outdoorkit.co.uk. You only need to look at how many 1 Star reviews they have to understand just how hypocritical this company is; they offer the chance to rate other companies service and yet offer a woeful service themselves. They are not remotely interested in fairness, and even try to wash their hands of it in their T's & C's!!!

I have contested a TOTALLY unjust review twice, and both times it has been re-posted despite all the supporting materials being provided by myself, including all email trails to and from the "customer" (who used a fake name and has also described every part of the process incorrectly). The second time I contested it I requested a phonecall from someone, but never even got an email. Ironically our renewal was due in the middle of this process, so our "account manager" was more than happy to take our money for another year but "does not deal with reviews". Useless.

Disappointed, under valued, angry... Trustpilot fill us ALL here with more than just these 3 emotions but I am sick of talking about them now. The icing on the cake will be when they remove this review for some reason or another. BE WARNED.

Lasse Jensen, B, K Redgate, John Vickery, Alexander Tao and Cap Dawgson found this review useful

13 December 2012

Reply from Trustpilot

Hi John,

Thanks for your review. We are of course disappointed that you think we are not interested in fairness. Like we wrote you earlier, we can't take party in the case that the customer and the company don't agree on the course of events. Our user guidelines (which you can read under our Terms & Conditions here > http://www.trustpilot.co.uk/terms) say that Trustpilot cannot delete reviews in that case as it is not possible for us to know who is right or wrong. As long as the customer has made a purchase that can be verified, he/she is then able to leave a review. Removing that review would not be fair for the customer, regardless of the content (as long as it doesn't breach our review guidelines of course).
The only advice I can give you is to answer politely to your customer in order to try to resolve the issue or at least show to your other customers your goodwill, so that they can make their own opinion.
Kind regards,
Bertrand Carton
Trustpilot

Fake reviews and killed genuine reviews waste of time

I spent ages wrting an EXACT account of terrible service I received from a company, within 10 minutes of writing the 1 star review it was removed and during the evening a flurry of new users all wrote 5 star reviews with a couple of lines of text, which are obviously fake.

What a complete waste of time (and money if you're having to pay for this).

All truspilot has managed to do is allow the worst businesses to make out they are 5 star super good companies by removing genuine reviews and allowing fakes to be added.

I guess that's what you get when you pay a company to publish reviews.

Having written a review and seen it disappear I now understand what is going on, any website using Truspilot is doing it because of the amount poor reviews it is trying to deflect and hide, it is a tool being paid for to try and give a fake impression, in no way does it reflect the true quality of the business and is therefore useless.

From now on I will definitely change my shopping habits to try and use websites that DO NOT use Trustpilot.

John Roullier, B, Mark Hawkins, Scott Bailey, John Vickery, R J K, James, James Roy and Cap Dawgson found this review useful

26 November 2012

Reply from Trustpilot

Hello Andy,

Thanks for writing a review.

What happened to your review was that it got reported. Any user or company can do that if they think the review violates our guidelines. As mentioned via email our Community Support team investigates all reported cases carefully. There’s always at least two versions of a story and we need some time to collect information before we make any conclusions.

We have looked into your original review, and it is available again.

I can't deny the fact that some companies systematically report any negative feedback. If we see that happening we usually solve the issue by explaining to the company how negative feedback should be managed.

Best regards,
Joakim Ditlev
Trustpilot

best review website ever made

i've been introduced to this through a money send company i've used recently and i already found it very helpful. i wish I knew about it before i committed to my internet service provider!

26 November 2012

Reply from Trustpilot

Hi,

Thanks for your positive review. We are really happy to hear that Trustpilot is helpful for you and that you think it's the best review site.

If you'd like to know more about who we are and what we are doing, I would encourage you to "like" us on Facebook. www.facebook.com/Trustpilot

Best regards,
Joakim Ditlev
Trustpilot

Overpriced and useless

As a company you have to pay in order to get info about who's rating you, which is completely unfair. Trustpilot's business methods are pretty close to common extortion, and has in my opinion zero credibility.

Also the forced use of Facebook validation is completely ridiculous - as someone with basic email access I've noticed that I'm logged out all the time now as if they're trying to force me to connect via Facebook. That's not going to happen. And as consumer programmes have shown, FB validation doesn't mean anything - companies can still buy fake reviews and Trustpilot's staff are not doing anything about it. It's a complete joke.

John Roullier, RMJ, Dimitri Cornelis Hardorff, John Vickery and Cap Dawgson found this review useful

19 November 2012

Reply from Trustpilot

Hi Betina,

Thanks for your review. Please allow me to clear out a few misunderstandings.

Anyone can write a review on Trustpilot. And any company can claim their company profile and answer the reviewer at no cost. We make money from selling access to tools that make collection and distribution of reviews easier. When doing so, the company's customer database is connected to our review invitation engine, which enables companies to look up the reviewer based on an order number or similar.

By requiring Facebook validation we address two challenges. One is fake reviews as it causes more troubles if someone wants to create fake user profiles. Another challenge is that we want less reviewers to be anonymous. It makes the reviews more credible if you can see a real name and image of the reviewer. Facebook is not perfect for that, but it drives us in the right direction.

Fake reviews is something we take really serious. We have developers who do nothing but constantly improving our fraud detection tools and every day our Community Support team handles hundreds of reviews that have been reported by consumers or companies for being fake. Consumer programmes are less interested in telling that story, but you can read much more about it on our blog - blog.trustpilot.com

Regards,
Joakim Ditlev
Trustpilot

Easy to write a review but couldn't log on! Fairly daft for a review site!

The review was easy and quick, but then a password was requested and I was told it was wrong! I haven't used the site before so am confused. Not good for a review site! I had to use facebook, and I don't like to leave info like that.

B found this review useful

14 November 2012

Reply from Trustpilot

Hello John,

Thanks for your feedback.

It sounds like something didn't go as expected, but we are happy that you managed to write your review.

We require validation via Facebook for new users. The alternative is to get an invitation from a company, who is using our services to invite their customers to submit a review. In that case, we know we are dealing with real customers. We can't be sure about that, when consumers go directly to our website and create a profile. So that's the main reason why Facebook is needed.

You can read more about this on our blog: http://blog.trustpilot.com/fighting-fake-reviews/

Best regards,
Joakim Ditlev
Trustpilot

Indlæg slettes

Trist at trustpilots engelske side sletter kritikse indlæg, der blot advarer mod et svindelfirma

http://www.tv2nord.dk/artikel/222015:Regionale-nyheder--Advarer-mod-falske-billetter

Cap Dawgson found this review useful

09 November 2012

Reply from Trustpilot

Hi Poul,

I had a conversation with you regarding your enquiry. I can't seem to find what's wrong with the reviews or which reviews you think have ben deleted. Be aware though that the company you are talking about has both reviews in their .dk and their .co.uk sites, which might be the reason why you don't see reviews you're looking for. Else, please contact our support department by writing to support@trustpilot.com.

Thank you.

Kind regards,
Bertrand Carton
Trustpilot

£70 a month to respond to negative reviews!

So Trustpilot called us up and decided that it would be a good idea to pay them £70.00 a month for them to call all of our customers so they could review our service, and so that we could respond if we were given a bad review.

If you don't pay them, they won't let you respond to give your side of the story, which doesn't sound very fair to me.

It's well documented that a large chunk of their reviews are made up anyway.

In my opinion, they are trying to extort money from companies in order for them to be able to give you a right to reply - that's not democratic or fair in any way. If one side has a voice and doesn't have to pay, why should the other be disadvantged?

I would steer clear of this website as there is no way to tell if the review is true or not.

John Roullier, B, K Redgate, John Vickery and Alexander Tao found this review useful

31 October 2012

Reply from Trustpilot

Hi Simon, and thanks for your review.

What you're writing isn't quite correct. All companies can create a company profile for free and answer to all reviews, the positive and the negative ones - without having to pay one penny.
Give it a try! Sign up here: http://www.trustpilot.co.uk/business/signup

I am sorry that you misunderstood the whole concept of Trustpilot and hope you would like to try it out.

Kind regards,
Bertrand Carton
Trustpilot

Don't Trust Pilot?

I complained to Trustpilot about a company from which I had dreadful service. In nine months they had acquired a rating of 3.7. Then within 48 hours, and a flurry of fantastic reviews, that increased to 7.5. Trustpilot have done nothing about it but now tell me they will investigate these reviews if I can prove that they are fake. Is it really my job to 'prove' that they are fake? How would I go about that? I will in future neither rely upon nor even use Trustpilot.

John Roullier, Mark Hawkins and Alexander Tao found this review useful

29 October 2012

Reply from Trustpilot

Hi John

Thanks for your review.

What most likely has happened is that the company you reviewed recently started to use Trustpilot's services to invite all their customers to leave a review. When doing so the company is actively encouraging more customers to give them feedback. With a few exceptions that always leads to more positive reviews and a better rating, because the companies are activating the silent majority of their customer base, who had a good experience. Reviews that are created based on invites from a company can be regonized by the short line "$ Order number provided"

Trustpilot is community-based, so that's why we encourage you and any other user to report a review, if you think it's fake or violates our review guidelines. Besides from valuable user input, we have automatic filters that detects if a company is gaming our system.

I hope this explains more about how Trustpilot works and that you are willing to give us a second chance.

Best regards,
Joakim Ditlev
Trustpilot

Disappointed

Submited a review for a company and was just about to do another, however, it seems my first review has been removed? The company seem to have lots "under review" .
Can't see much point in submitting honest reviews if they are removed should the company be unhappy with whats said.

First and last time.

Jonny

John Roullier, John Vickery and Alexander Tao found this review useful

25 October 2012

Reply from Trustpilot

Hi Jonathan and thanks for your review.

Sometimes companies or other users report reviews if they break our user guidelines or are not genuine. We checked out your review and found out that the company reported it. I have then asked our support department to look directly into it and since they couldn't find any valid reason to report your review they put it back online. It should be visible within the next couple of hours. This is unfortunately not the first time that this company has done this. We will inform the company about it and hope that this will not happen again, If it does please contact us straight away at www.trustpilot.co.uk/contact.

We're sorry for this inconvenience and sincerely hope you will continue using Trustpilot in the future.

Kind regards,
Bertrand Carton
Trustpilot

Not to be trusted

You are not to be trusted i submitted an honest review about direct sight and when attempting to edit what should happen WHOOPS SOMETHING WENT WRONG..........

John Roullier, B, K Redgate and John Vickery found this review useful

23 October 2012

Reply from Trustpilot

Hi Blanche and thanks for your review.

After having investigated, we found out that your review had been reported by the company. I have asked our support department to look directly into it and since they couldn't find any reason to report your review they put it back online. It should be visible within the next couple of hours. We will inform the company about it and hope that this will not happen again, If it does please contact us straight away at www.trustpilot.co.uk/contact.

Thanks and again sorry for this inconvenience.

Kind regards,
Bertrand Carton
Trustpilot

Not happy

Trustpilot is set up to review other companies. It allows us to highlight customer service and/or product standards. You would think then, that Trustpilot would be a half decent company itself. Not from what I can see!
Wrote my first review and got a comment back from the company. But alas! There is NOWHERE to reply to the comment!! The only way it looked like it could be done was by editing my original comment which would make my comment not make sense - How stupid is that?!
I contacted Trustpilot incase I was missing something and mentioned that I didn't think editing a comment was a good idea as it wouldn't make sense. And I got this reply:
We do suggest that you update your review if you want to respond to their comments or write a comment beneath the review.
Eh what?!
I have worked in customer service for a long time, and no way would I have responded to a query like this.
Very disappointing Trustpilot.

John Roullier, B, John Vickery and Cap Dawgson found this review useful

23 October 2012

Reply from Trustpilot

Hi Karen and thanks for your review.

You are right, you can't review a company more than once. We believe that it would not give much sense to rate a company several times, giving it 5 stars, then 1, then 3, then 5 again. The important thing is to give a rating that reflects the company's overall service and therefore evaluate the good and the bad - just like you would do with a restaurant, a product or a movie.

We implemented a Comment option under each message (you can see a clickable item saying "Comment (0)"), where other users, the company and yourself can continue the dialogue under the original review. You might have not seen it. If not let us know and I will send you a screen capture.

Like you mentioned, we also offer the option to edit reviews, as opinions might change from one experience to another. You might choose to write a totally different review and change your star rating or just add some comments to your existing one. In many cases, users will write (Edit from "date"). On the other side, companies can select whether or not they want to receive notifications each time a review is written or edited, so they can react to it.

I hope that you found this answer helpful and stay at your disposition for any other concern.

Kind regards,

Bertrand Carton
Trustpilot

One Sided

I wrote an accurate review of a company I'd done business with which was subsequently deemed to be in violation ! There are a lot of such messages removed for "violation" and the only reviews remaining are good ones !

To have some credibility you need to stop removing all the bad reviews which are factually correct - otherwise it ain't much of an impartial review site - more a mutual admiration society !

John Roullier, John Vickery, Andy Smith and Cap Dawgson found this review useful

23 October 2012

Reply from Trustpilot

Hi Paul and thanks for your review.
Let me start by telling you that we have not reported your review. It can either be reported by another user or the company itself. I have checked with your support and could see that in your case it was the company that blocked your review. But it will come back online as the reporting isn't valid. I also noticed that they gave you a reply, so I am surprised that they have reported the reviews afterwards,. This is not how Trustpilot is intended to work. Therefore I have asked our Account Manager for have a talk with the company, as you were not the only person in this situation. Thanks for letting us know. Your review should be back online in a couple of days I hope.

Kind regards,
Bertrand Carton
Trustpilot

Used to be a good site - but now only really supports companies that pay

If you want a customer to post a review now, and dont pay for Trust Pilot, then that customer must pre-register or be prepared to use their Facebook account. Many of my customers are not happy to do this, so may have to look at dropping Trust Pilot as a preferred review site.
Its not that it is expensive, but I dont like being held to ransom. To make it hard for customers to place a review really goes against what I feel a review site should be doing.
Please make it easier for customers to post reviews and then maybe I would be happy to sign up for additonal services.

B and John Vickery found this review useful

18 October 2012

Reply from Trustpilot

Hi Jim and thanks for your comment.
Let me start by sating that I completely understand your frustration. It is for some users annoying to have to use Facebook in order to write a comment. But there is a good reason for that. We at Trustpilot do our utmost to fight fake reviews. Using Facebook is a good away to prevent fake reviews to be written. We think anonymous reviews are and will be a thing of the past. We believe that reviews from real people with real names and pictures are more trustworthy. You might want to read about this in our blog: http://blog.trustpilot.com/fighting-fake-reviews/
It is correct that for companies using Trustpilot to automatically collect reviews, Facebook might not be necessary because we have enough proof to know that the review comes from a genuine customer.
We are investigating other ways to make customers writing reviews without Facebook but we want to ensure that reviews written come from real customer experiences. We welcome any suggestions of course, as online identity is an ongoing debate - not just on Trustpilot.
If you are interested in learning more about how to benefit from Trustpilot for your business, you are welcome to get in touch with us from our contact form > http://business.trustpilot.co.uk/contact-us

Have a nice day.

Kind regards,
Bertrand Carton
Trustilot

How can an accurate account be in violation

Yesterday I reviewed a company and I would swear that everything in it was accurate and I could have added more but refrained. The said company obviously took umbridge because I wasn't saying how wonderful they were . But it is considered to be in violation . How can the truth be a violation !!! I am at a loss to understand

John Roullier and John Vickery found this review useful

28 September 2012

Reply from Trustpilot

Hi Pam,

Thanks for your feedback.

The review you are refering to have been reported for being in conflict with our review guidelines - either by the company or another user. This can happen for various reasons: If the review is about the product and not the company, if the company needs proof that you are a real customer or another reason described in our review guidelines.

Your review is currently being investigated by one of our community supporters, and you may be contacted via email if they have questions or need proof that you bought something from the company. After the investigation is done, your review will either go back online or it will be removed. While investigating the reviews is temporarily unavailable.

We encourage users and companies to report any review that may be in conflict with our guidelines. Anybody can post on Trustpilot, so it's our way to ensure that the reviews you read are genuine and can be trusted.

I hope this explains what is going on.

Best regards,
Joakim Ditlev
Trustpilot

You can write what you feel and see what real people say great idea

I love the system that can let me see what people say they even review there self and you can see it true as they talk to the people and give feedback. It good to see the feedback as well as the reviews and you can see the company cares about what you say and act on it :-)

If you got something to share about a business you use, then look no further.

It gets to the point, allows you to say what you like or dislike about a business, however it's largely ignored by those businesses.

Quis custodiet ipsos custodes? Google it

great idea to spread the word of good bad or great company's no longer can they avoid poor staff badly made items and bad rude customer services

well done trust pilot

IS THIS THE ONLY REAL REVIEW ON HERE?

I have read with interest the amount of people slating Trust Pilot for allowing FAKE REVIEWS. The answer from Trust Pilot seems to be the same everytime.
I have just looked at a companies profile who only fit their products in England (not even the whole of the UK). They previously have had serious negative feedback, and still do on genuine review sites. All of a sudden they are amazing (according to the new reviews)???
On closer inspection virtually all of the latest "amazing" reviews are from profiles (I wont say people as they obviously aren't) who are based in the USA?
Come on Trust Pilot get real. You are helping / allowing the worst in each industry portray a false image. Which hurts the credibility of the internet as a whole.
As my grandma used to say "Don't trust anyone who says 'Trust Me' "
Trust Pilot? Not me, my grandma told me not too.

John Roullier, B and John Vickery found this review useful

03 September 2012

Reply from Trustpilot

Hi Jay

Thanks for your feedback.

It seems like you already read the previous answers to other reviews claiming that our review platform are open for fraud. So I don't want to repeat what we are doing to fight against it.

For every time someone mentions a fake review on Trustpilot, we have captured dozens of fake reviews and removed them. We can't and won't show these stories in public, but our filters are working pretty well and captures fake reviews every day.
However, the filters are not bullet-proof and sometimes a fake review slips through. And unfortunately, those are the stories you hear about.
That's why we encourage you and all other reviewers in the Trustpilot community to report any suspicious reviews, so we can investigate and take the needed actions.

Thanks,
Joakim Ditlev
Trustpilot

Allows fake reviews on the site

see my review for cashmyphone for full details. I used the reviews here to make a decision as a result of which I lost money!!

Whats the point in having reviews if they are fake and made up. Trustpilot need to do more to stop fake reviews!!

I shall no longer be relying on any reviews on here to make my decisions.

John Roullier, James Smith, B, Andreas Overgaard, John Vickery and Andy Smith found this review useful

03 September 2012

Reply from Trustpilot

Hello Raja,

Thanks for your review. I'm sorry to hear that the reviews on the specific company profile page have been misleading.

We don't tolerate fake reviews and based on your and others experiences we are now checking the validity of the reviews from this company.

By doing so, I hope that we can prove that your experience was an unfortunate coincidence so that you again will check up on Trustpilot when researching companies.

Thanks,
Joakim Ditlev
Trustpilot

Sounds like a good idea but implementation is flawed

Why would your site not let me edit the email address for the company I reviewed, Why would it assume the email address was info@nep.com just because the company is called NEP Why would any web author make assumptions like that......
Also why not a link for the companies web site as well.
Why cant I rank companies by location, reverse review rating, etc
Methinks you need to review your own product.....

Having read these reviews for trustpilot.co.uk, At least you have the cahonas to review yourself, but the main flaw of fake reviews does not seem to be answered. It is too easy to screw with a companies rating both positively and negatively.

(am not looking for an answer, this is just feedback for you)

James Smith found this review useful

30 August 2012

Reply from Trustpilot

Hi Chris,

Thanks for your input. Although, you are not looking for an answer I want to explain a bit anyway.

Trustpilot is an open directory of companies and we don't know exactly how many are paying attention to what's being said about them. We can't be sure that email addresses submitted by the reviewer is right either - only companies can change their email address. If the company hasn't changed their email address they are most likely not using Trustpilot actively yet.

Links to company websites is actually available, but we only provide that to companies, who are actively using Trustpilot.

Your idea for sorting is really good and it's something we are looking into already. It's too early to tell when it will be available, but it's a popular request, so it has our focus.

People are allowed to share their opinions here on Trustpilot. We do a lot behind the scenes to fight fake reviews and are constantly monitoring and removing reviews when we detect patterns of fraud. I can't of course go into details about how and what we do.

Regards,
Joakim Ditlev
Trustpilot

Works for me, but not much user contribution

More reviews, come on, people! :-)

I think it's good you dont have to write such detailed reviews that you sometimes just dont have the time for and still can share your experience with a few sentences.

It's Good to Talk...

My wife recently reviewed a Danish A-kasse on Trustpilot on the basis of a slow and prolonged decision making process. Needless to say it was not a favorable review as it has to date taken almost 8 months to get a resolution on my case. Non-transparent rules and regulations coupled with a communications debacle continues to roll on into the ninth month.
However, complaint aside, the review and the exposure that Trustpilot engenders caused that same A-kasse to contact us directly and start a dialog, resulting in a meeting I was previously denied, and causing them to review information they had negligently never previously asked for.
Trustpilot has, in my case, forced the hand of the A-kasse to review its member claim process, review their internal communications policy and to be more transparent about the regulations that govern member claims.
It's good to talk. Thanks Trustpilot.

Reddy found this review useful

Great place to write about how angry you are

We have several online businesses.  We sell between 10,000 and 15,000 products per month.  Approximately 99.98% of our customers are satisfied, although the other 0.02% are dissatisfied. 

Almost all of our dissatisfied customers write a negative review on Trustpilot. The figures show that only 1 happy customer out of 80,000 happy customers, will actually leave a review and positive feedback for us on Trustpilot. 

Trustpilot, therefore does not reflect a genuine percentage of negative feedback against the number of satisfied customers.  Hence, Trustpilot does not give a full and accurate picture of the company being reviewed.

I have purchased millions of items both for my personal use and for business.  I have never left a positive feedback on Trustpilot.   I have however, left 1 negative comment and that is regarding Trustpilot.  I am incredibly annoyed with Trustpilot, this negative feedback sums up this review site ; annoyed people will take time out to write a negative review. 

For example, I have reviewed the feedback for yodel.co.uk on Trustpilot. Trustpilot review Yodel couriers as 1star, "very low" with a total of circa 1500 reviews, circa 1350 are 1 star rating and the other 150 make up the other ratings.  However, there is no mention that there was circa 200 million parcels safely delivered last year, so what happened to the other 199,998,500 customers and their feedback experiences? 1350 negative feedback against 200 million delivery should not deserve a "very low" feedback as Yodel is working on a circa 99.99935% satisfaction, that's 1 unhappy customer for every 148,000 safe delivery, Surely thats unfair to give Yodel "very low"

Who's got time to leave feedback for everything you purchase that you're happy with? You only take time out to complain!

To sum it up; Trustpilot does not reflect an accurate picture where customer feedback is concerned.  eBay feedback is probably the most genuine feedback that is out there, because, at least 50% of eBay users leave feedback whether it be positive or negative.

James Smith, Goodlife Homebrew, B and Paren found this review useful

20 August 2012

Reply from Trustpilot

Hello Review Master,

Thanks for your feedback. I agree with you that Trustpilot is a magnet for negative feedback and that people find it easier to write negative than positive reviews. But it's not the same as saying that it gives an inaccurate picture.

It all drills down to motivation. If you have a bad experience, you want fairness and writing a negative review can give some kind of relieve. The other type of motivation that drives consumers to leave reviews is when they get they feel that the company actually wants to listen. The simplest way to do so is simply by asking: What do you think about doing business with us?
Fortunately, most businesses are treating the customers nicely. If your customers are happy with you, they won't mind spending a minute on leaving some positive feedback.

When we looked at the numbers from all reviews in 2011, we found that 72% of them were 5 starred reviews and only 6% were 1-starred. You can read more about that on our blog:
http://blog.trustpilot.com/encourage-customers-leave-positive-review/

Best regards,
Joakim Ditlev
Trustpilot

Allows unscrupulous customers to lie & blackmail - diabolical.

Allows unscrupulous customers to lie & blackmail - diabolical company. Despite giving evidense, Trustpilot still do nothing. Legal proceedings instigated. However, not many people bother using it.

Easy to see why.

James Smith, Andreas Overgaard, Goodlife Homebrew and Betina found this review useful

good company poor website

I managed to write about five reviews the first time without a problem.There is nothing wrong with my computer but ever since I click on the REVIEW button for various companies it just states DONE.The response to my emails to support endlessly states `Can you copy and paste the URLS in to an email and send it to us?

14 August 2012

Reply from Trustpilot

Hi Steven,

Thanks for your feedback.
I'm sorry to hear that you experience problems on our website. It sounds like you are already in touch with one of our supporters, but I would suggest that you include a screenshot too in the reply to the supporter. That may help us identify the error.

Thanks in advance!
Joakim Ditlev
Trustpilot

If you don't pay for Trustpilot, expect a torrid time.

Having signed up for Trustpilot for my website, I decided not to continue with the paid for service (£800 per month).

All was running well and was getting some good reviews of our service, as would be expected as we offer a great product.

However, having received a couple of negative reviews about our service (which were totally untrue and looked as though they were written by a competitor) I decided to try and comment on them as a company. No such luck as Trustpilot told me my username + password were incorrect. I thought I must have forgotten my password, but it turns out the email address I signed up with wasn't recognised. After about a week of contacting Trustpilot support and trying to convince them that I own the company that I own, finally they told me that the email address I signed up with was "donotallowaccess@xxxxx" - well obviously I would never have signed up with such an email address!! Now because this email address doesn't "go anywhere" , I can't use the "forgot password" link either.

Clearly because I have refused to pay the £800 per month fee, they have prevented me access to the site, and I am now unable to defend my company against some blatantly untrue reviews.

Be warned - if you don't pay Trustpilot a ridiculous amount of money, they were bar access to your company and leave you TOTALLY UNABLE TO DEFEND YOURSELF AGAINST FALSE REVIEWS.

This is nothing short of being a total SCAM. Had I have known this, I would never have signed up with trust pilot in the first place, I just wanted my customers the freedom to express themselves, turns out it was the worst decision I ever made.

DO NOT SIGN UP WITH TRUSTPILOT.

James Smith, B and Andreas Overgaard found this review useful

07 August 2012

Reply from Trustpilot

Dear David

Thank you for taking time to review us on Trustpilot

I have been through the dialogue you had with our support and talked to the responsible support agent about you ticket.

In this case our procedures do not allow us to send business user (e-mail address) information to a personal Trustpilot account that is not linked directly to the company’s domain (e.g. in many countries this type of information is also protected by the law).

If we just provided this type of information to a personal user, this could be used for hacking or similar illegal activities. So the procedure is actually implemented to protect our users and customers from this type of unwanted activity.

I hope you got the information you needed after you switched to a business e-mail address with the right domain. If not send an e-mail to support@trustpilot.com, ref. ticket #80842.

Regards

Tonni Buur
Support Director

Get reviews and be reviewed - works for us

We have found Trustpilot to be good for our clients, both new and existing. New clients can read existing reviews, and old clients can place reviews which helps us improve.

We have not experienced any issues with negative false reviews, all the reviews we have had posted have been real.

So they get top marks from me.

Tobias Malmo found this review useful

Policy and Procedure needs reviewing

Trustpilot need to look at the internal policies they have going on here. They are deleting real reviews and leaving fake reviews live only when it suits their own feedback score.

The whole reviewing system they have is very unfair and is very easy to bypass and post fake reviews.

Conrad McKee, James Smith, B and John Vickery found this review useful

30 July 2012

Reply from Trustpilot

Dear John,

Thank for your comment.

I can see you have reported a rating from canvasdezign.co.uk, which already previously has been deemed verified and ok. This review has now been placed back online.

For further comments surrounding reviews on this company I refer you to the review below by Tom McKee.

With kind regards,

Peter - Trustpilot Customer Service

Unfair on some companies

Trustpilot is playing very unfair. It has banned reviews from a company I work for - canvasdezign.

It has left 2 reviews online that are both fake.

They are making it very difficult for us to increase or even decrease our profile.

Either start allowing reviews or remove the fake reviews that are visible.

It is totally unfair.

Conrad McKee, James Smith and B found this review useful

30 July 2012

Reply from Trustpilot

Hi Tom,

Thank you for your review and comments.

We have investigated all reviews and found misuse in the shape of false reviews. These have been removed, as communicated with your company.

We have also confirmed months ago to your colleague Conrad that the one negative review that is there has been verified and will not be removed.

We have closed for further reviewing due to continuous misuse.

All this has been communicated at length with your company.

With kind regards,

Peter - Trustpilot Customer Service

Addictive!

I'm new to this game, but I love the idea that businesses can get feedback in an open environment to help them improve what they do for customers. Negative points? Maybe a little too ADDICTIVE. I just there with the Banzi screen up and I can churn out reviews soo quickly - I'm worried I'll run out of businesses I have a strong opinion about soon!

Excellent

excellent website for reviews

John Barleycorn found this review useful

Irritating

I never wanted to be on here. I accepted the chance to review another company, the implications were not clear. Soon I started getting unsolicited email alerts from trust pilot. It seems that the default setting for the automatically created account is "yes, please send me lots of spam...".

James Smith found this review useful

20 July 2012

Reply from Trustpilot

Hi Paul,

Thanks for your review.
I am sorry to hear that you feel like we are spamming you. We send out a couple of emails after you register as a user to let you know more about how Trustpilot works.

When logged in, you can go to My Profile >> Email notifications and change what kind of messages you will receive.

I hope that will sort out the problem.


Best regards,
Joakim Ditlev
Trustpilot

Good Reliable Site

I have been using Trustpilot for a few months now and although it isn't perfect I do think it is a far better and bigger review site than most .

People rightly are sceptical about giving their personal details out via a Facebook login ; however this makes the authenticity of reviews far better for me . Yes , you could create a fake facebook account , but who would go through all that trouble when there are review sites out there that let's you leave anonymous reviews .

I am not a business owner yet , but I have found that there were some pretty unreasonable reviews on Trustpilot too , some which some companies perhaps haven't reported yet , but that I did . This helps to self regulate the site and keep the reviews more authentic .

Where I do think Trustpilot could improve is their categories section . I have many a time searched for a coach company under their travel categories , only to come up empty handed . What I was looking for was the highest rated coach company , not a specific name .

Companies who complain that Trustpilot is making money have double standards as I am sure that their aim is to make money too . The money they generate pays a few people's salaries and possibly keeps their employees from claiming on an already burdened benefit system amongst other things .

Keep up the good work

19 July 2012

Reply from Trustpilot

Hi Arthur,

Thanks for your positive review and your well-explained suggestions.

As Trustpilot grows the Categories section becomes more important. So in the near future, we will work on improving this part, so it becomes more useful. Nothing is decided so far, so we welcome all kind of feedback we get in this matter.

We are happy that you take your time to write detailed reviews and reporting unreasonable reviews. That's the best way to make Trustpilot more useful for other consumers.

Best regards,
Joakim Ditlev
Trustpilot

Only reason this site hasn't got 5 stars is because company's that are s**t, can't accept that they are s**t

All these bad reviews of trustpilot are pathetic. Trustpilot allows the general public to have a voice on what they think about other companies and their trading. I have wrote reviews about mobiles.co.uk and Yodel, both not great companys if i may say.

The reason for the negative reviews is because companies that are s**t are getting s**t press on this site and they can't be bothered to book their ideas up. IF YOUR COMPANY GIVES NEGATIVE REVIEWS FROM CUSTOMERS, SORT IT OUT AND DEAL WITH IT, DON'T COMPLAIN BECAUSE TRUSTPILOT IS TELLING THE TRUTH.

What Trustpilot is doing is moral practise. They're stopping potential customers getting scammed/ripped off and helping companys improve their customer service

Søren Finnemann Viuff, Anthony Birkbeck, Heather June Soper, Joel Marsh, Andrew C. Whittaker and Reddy found this review useful

19 July 2012

Reply from Trustpilot

Hi Adam,

Thanks for your positive review.

You are right that Trustpilot is not in a position, where we can please everybody. And we probably never will get perfect ratings.
So we try to do what we tell other companies to do - tell our version of the story, so others can make their own judgment of what is right and wrong.

Best regards,
Joakim Ditlev
Trustpilot

Great review site

Never new this site existed until I received tickets via Double8 and enclosed was a request to review them via the Trustpilot site. Scrolling down, saw that I could review Trustpilot itself. This is a really excellent way to add your own reviews and see what other people think. The site is very well laid out, it's easy to use and log in and is somewhere I will be returning to on a regular basis if I am going to use a new provider/supplier. Great site.