Trustpilot reviews

Trustpilot reviews

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Free Business Account - can't change email address!

I signed up for a free Trustpilot business account. A few months later I wanted to change my email address so I emailed the relevant departments. Didn't receive a reply after weeks had passed.

I did get a phone call from sales. The first thing the guy said was "I understand you contacted support about changing your email address, is that right?" But then he changed the subject and tried to sell me the business account. He was quite rude and confrontational and I said several times I only wanted the free account but he didn't listen. So I asked to speak to his supervisor who also tried to point out the advantages of the business account. I told him that the adviser was rude in trying to sell me something when I've already stated I only wanted the free account and was told "That's his job". I also told him to listen to the recorded call with the adviser.

The supervisor never followed up with me regarding the action he took from my complaint - likely he didn't even investigate my complaint. He also said he'd escalate my original request (to change my email address) with the relevant department but I didn't hear anything.

I called TrustPilot on the phone and they just tell me to send an email but they never answer the emails. Eventually I get through to someone on the phone and they said someone will call me back.

Immediately the SAME rude adviser from a while back called me back (it always seems to be the same sales person who calls you asking you to buy the business plan) and asked what it was that I wanted. I told him I wanted to change my email address. He said that you can NOT change your email address with the free account.

Also whenever they call they always say "Hi, is that John". What they should say is "Hi, I'm X from Trustpilot, could I speak to Mr. X please."

So basically the staff are ignorant, rude, poorly trained and whoever is in charge needs a reality check. If you're going to offer a free service, it should not just be there to force you to upgrade to a paid service, it should be free with no strings attached and you should be able to change your email address. And stop calling me asking me to upgrade to the business plan when I've said I only want the free plan!
Trustpilot

Reply from Trustpilot

Hi David,

Thanks for your feedback and please accept our apologies for any delay in dealing with your request or misinformation you were given.

I can let you know that your email address can of course be changed for you, also on the free account.

We have looked into the matter and our support team have made the change for you. You should receive an email from them confirming the change.

Again, I can only apologise that this was not dealt with sooner for you, and if there's anything else we can help with going forwards please don't hesitate to let us know at support@trustpilot.com.

Best Regards,
Claire
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Excellent site to get reassurance (or otherwise) about a company

I have used Trustpilot several times to find out about a company I was thinking of buying something from and found the comments and recommendations very useful.

I would recommend using the site to check whether the company you are thinking of dealing with is reliable.

This review has been reported to customer service by the company for referring to other websites or companies.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

This review has been reported to customer service by the company for referring to other websites or companies.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

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WASTE OF TIME! DO NOT USE THIS COMPANY

THIS COMPANY REMOVES THEIR REVIEWS THAT ARE NEGATIVE! TAKES 3 DAYS TO REVIEW PEOPLES FALSE REVIEWS ON OUR WEBSITE!

SAVE YOUR MONEY AND CHOSE A MORE REPUTABLE COMPANY!!
Lottie found this review useful
Trustpilot

Reply from Trustpilot

Hi Michael,

Thanks for taking the time to leave your feedback.

I'm sorry to hear you're unhappy, however I can explain that Trustpilot is an open review platform that any consumer and company can join. It’s our role to be the objective third party that connects the consumers with the companies they buy from.

Many companies see this as an advantage and encourage their customers to leave feedback on a single site, where they can get the overview of the feedback, reply to reviews and report them if the reviewer doesn't look like a real customer, or if the review contravenes our guidelines.

Any consumer or company can report a review, and when a review is reported to us, we evaluate it solely according to our guidelines for review, irrespective of whether the review is positive, negative or neutral.

I hope this gives some insight into our platform.

Best Regards,
Claire
Trustpilot

This review has been reported to customer service by a Trustpilot user for referring to other websites or companies.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

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gr8 job

You are doing really a good job in choosing the best thing
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Was unhappy that my full name is displayed on the website.

Was unhappy that my full name is displayed on the website. When I tried to edit my profile l couldn't.
Lou R found this review useful
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Reply from Trustpilot

Hi Rachel,

Thanks for getting in touch.

I'm sorry to hear you're having problems editing your username. If you are logged in to your Trustpilot account, you should be able to edit your username by doing the following:

1. Go to the Trustpilot homepage, www.trustpilot.co.uk
2. Click on the image at the top right of the page and select 'Go to my profile'
3. Select 'Edit my settings' at the top right of the page
4. Your personal information will then appear on the left of the page. There is a section for your name and any changes can be made here
5. Select 'save information'.

I hope this helps, however if you need any further assistance please don't hesitate to get in touch with our support team at support@trustpilot.com.

Best Regards,
Claire
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you asked my opinion now you're asking me to edit it. That's a bunch of BS

I reviewed my holiday that I book through Travelocity I took the time to do it. Now you want me to edit it. I wrote what I wrote. If you will not display for others to see what I wrote then I do not think Trustpilot is a legit agency. They are skewing what people write by making them edit it my comment stand please print them so people can see them or my opinion of Trustpilot is extremely low and cannot be trusted
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Reply from Trustpilot

Hi Denis,

Thanks for your comments.

I understand it can be frustrating to see your review reported. However when a review is reported for infringement of our guidelines, it is not automatically deleted. Users always have the opportunity to edit the review so it meets our guidelines for reviews. You can read these guidelines here:
http://company.trustpilot.co.uk/evaluationguidelines

On the profile page you can see who reported the review and for what reason. Trustpilot is an open platform where anyone can read and write reviews about the companies they buy from, and the reporting of reviews is a method we use to ensure the quality of the reviews. Any consumer or company can report reviews.

I can let you know that when we look at a reported review, it is evaluated solely according to our guidelines for review, and we so not take into account whether the review is positive, negative or neutral. If the review is edited to comply with our guidelines, it will be reinstated. I hope this helps explain.

Best Regards,
Claire
Trustpilot

This review has been reported to customer service by the company for violating other Trustpilot Guidelines.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

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very very slow in processing reported reviews

I have reviewed a UK based shop 3 days ago. Of course the shop considered my review offensive and reported it as a fake review. However I had sent to trust pilot 3 different proofs of purchase almost instantly. Three days later they are still "processing" my case, with no sign of an active call centre (i called several times) and without getting back to my customer support requests as to how long they estimate it will take them to review my proofs of purchase and subsequently enable my original review. Now quite happy about it. Shady, non democratic practices from a shady company. avoid leaving reviews via trust pilot, or better have a positive review to leave.
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Reply from Trustpilot

Hi Marios,

Thanks for your review.

I'd like to apologise for any delay, and to assure you that your review has not been removed. It has been reported for infringement of our guidelines. On the profile page you can see who reported it and for what reason. Trustpilot is an open platform where anyone can read and write reviews about the companies they buy from, and the reporting of reviews is a method we use to ensure the quality of the reviews. Any consumer or company can report reviews.

I can let you know that one of our employees in Community Support is investigating the issue. Depending on the reason why the review was reported, we may ask you for further information via email. When the investigation is done your review will either be restored or removed permanently.

Further, companies can’t demand that a review is removed. It needs to go through the reporting process, and if your review does not contravene our guidelines and we receive suitable documentation, it will be restored to our site. Thanks in advance for your patience and cooperation.

Best Regards,
Claire
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TrustPilot's service is not fit for purpose

I submitted a review for a diet-food company, and it was withheld awaiting proof of purchase.

I supplied the proof of purchase within minutes - but it took 8 days for TrustPilot to respond to it. It is appalling service that this should take so long.

The response was that they accepted the proof of purchase, but as my review was mostly about the product and not mostly about the service they still could not publish it.

I can understand that if a company is selling other people's products it could be seen as inappropriate to blame the poor quality of the product on the supplier -however in this case, the exclusive production and distribution of the product is indeed the only business of the company. You can not buy this product anywhere else, and you cannot buy anything else from this company.

I have now had to re-word the entire review to emphasise that I am reviewing the company's overall service.

If this is not accepted, then it is evidence of TrustPilot's censorship of unfavourable reviews. There are plenty of favourable reviews published which talk only about the product and not about the service - why are these permitted.
Trustpilot

Reply from Trustpilot

Hi Ray,

Thanks for providing us with your feedback.

I understand it can be frustrating when a review is reported to us and we have to investigate, however since we do not censor reviews before they are published on our site we have an integrated reporting system to allow reviews that may contravene our guidelines, or may be written by someone who can't be identified as a real customer, to be reported.

Any consumer or company can report reviews for any company and the process for handling reported reviews is the same in all cases. Companies have no control over which reviews will be published and can't edit or delete reviews either.

I can see my colleague is investigating your case and is in contact with you about your review. When the investigation is done the review will either be restored or removed permanently. We apologise for any delay, and can assure you that our decision as to whether to restore a review is based solely on whether or not the review complies with our guidelines.

Best Regards,
Claire
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Don't trust Trustpilot, they deliberate misrepresent the voices of their reviewers!

I gave a review of an experience I had with a seller. I gave two stars out of five, more than deserved, but I did not feel the seller was malicious (which is what one star means on Trustpilot), just unprofessional. There was only one other review of this seller. That reviewer gave one star. Simple math shows this to be 1.5 stars, an accurate review for that seller I would say. After posting my review I noticed Trustpilot reflected 3 stars, not 1.5. I contacted Trustpilot to inform them of this error. They informed me that this was not an error, but a practice of theirs when there are only a few reviewers. Though I requested, they provided no further explanation of what could justify their deliberate false representation of the reviewers writing to help other consumers and also send messages to the sellers, good or bad. They only continued to inform me that the issue was resolved, though I continued to express disapproval of this policy of theirs in numerous e-mails to them. In other words, 'this is what we do, screw off!' It would be one thing if they made a mistake, but to deliberately misrepresent the voices of the reviewers, and continue to affirm this, is adding insult to injury. Friends, don't waste your time with Trustpilot, they simply can't be trusted for reliable reflection of the reviews people have gone through the trouble to post.
Trustpilot

Reply from Trustpilot

Hi Michael,

Thanks for your comments.

I'm sorry to hear you don't agree with our ranking system, however I can let you know that the TrustScore is not simply an average of all the reviews a company receives. A company starts with a score of 7, and the formula used to calculate the TrustScore takes many factors into account, such as number of reviews, age of reviews, etc.

Since the company you are asking about only has 2 reviews, this is not a lot of evidence to change the TrustScore away from the starting score of 7. Should the company continue receiving more and more 1 or 2 star reviews, this will attach greater weight to a lower star rating, and the TrustScore will continue getting lower. The TrustScore ensures that the more reviews a company gets, the more extreme the TrustScore can become.

I hope this helps explain, and if you want to read more about our ranking system, you can find further information here:
http://blog.trustpilot.com/review-ranking-system/

Best Regards,
Claire
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Restricted opinion

You keep deleting my reviews?
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Reply from Trustpilot

Hi Stephen,

Thanks for leaving your review.

I know it can be annoying to see your review hidden on our site, however I can let you know it has not been permanently deleted. It has been reported for infringement of our guidelines. On the profile page you can see who reported it and for what reason. Trustpilot is an open platform where anyone can read and write reviews about the companies they buy from, and the reporting of reviews is a method we use to ensure the quality of the reviews. Any consumer or company can report reviews.

One of our employees in Community Support will investigate the issue. Depending on the reason why the review was reported, we may ask you for further information via email, or for the review to be edited in some way. When the investigation is done your review will either be restored or removed permanently.

I hope you'll help us be responding to our email. That way we should be able to restore your review as soon as possible.

Best Regards,
Claire
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You're doing great!

Having just joined and submitted one review, it s a bit early days to give feedback but I found everything straight forward and easy. Thank you

This review has been reported to customer service by the company for referring to other websites or companies.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

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Don't trust the scores

How is it that when you visit a site that has had 7 reviews, all of which scored 1 star, that the average rating is 3.2?
I would like to know why Infurn, for example has had over 70 one star reviews over the past few weeks and yet their overall rating has remained unchanged over this period a 1.4
B found this review useful
Trustpilot

Reply from Trustpilot

Hi Kevin,

Thanks for getting in touch.

I understand the rating system may be confusing, however I can let you know that the TrustScore is not simply an average of all the reviews a company receives. A company starts with a score of 7, and the formula used to calculate the TrustScore takes many factors into account, such as number of reviews, age of reviews, etc.

Since for example the company you are asking about only has 7 reviews, this is not a lot of evidence to change the TrustScore away from the starting score of 7. Should the company continue receiving more and more 1 star reviews, this will attach greater weight to the 1 star rating, and the TrustScore will continue getting lower. The TrustScore ensures that the more reviews a company gets, the more extreme the TrustScore can become.

I hope this helps explain, and if you want to read more about how our rating system works, you can do so here:
http://blog.trustpilot.com/review-ranking-system/

Best Regards,
Claire
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Very good.

A good site which allows you to let others know of bad (or good) companies.
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Negativity, even if honest, does not seem to be acceptable

I spent time and effort writing a review on TrustPilot for a diet product. The review appeared for a short while and was then removed with the message " Violating other TrustPilot guidelines". I have reviewed TP guidelines and have no idea what rules were broken.
An explanation might be a good idea rather than just removing.
Trustpilot

Reply from Trustpilot

Hi Karen,

Thanks for leaving your review.

I understand it can be annoying to see your review hidden from our site, however your review has not been removed. It has been reported for infringement of our guidelines. On the profile page you can see who reported it and for what reason. Trustpilot is an open platform where anyone can read and write reviews about the companies they buy from, and the reporting of reviews is a method we use to ensure the quality of the reviews on our site. Any consumer or company can report reviews.

In your case I can see we have written to you to request that you edit your review so that it focuses on the service you received from the company you are reviewing, rather than on the products themselves. This is because Trustpilot is all about reviewing customer service, so the main part of your review has to comment on the service you received from the company.

Once your review has been updated, we should be able to reinstate it on our site. If you need any help editing your review, please don't hesitate to get in touch at support@trustpilot.com.

Best Regards,
Claire
Trustpilot

This review has been reported to customer service by a Trustpilot user for missing proof of purchase.

Customer service is in the process of investigating this review.

Following this investigation, it will either be deleted or returned to Trustpilot.

See our review guidelines here.

Trustpilot Details

About this company

Visit Trustpilot

Contact information

We live here: Denmark

Category

Trustpilot is ranked 108 out of 128 in the category

Trustpilot is ranked 3 out of 6 in the category Review Sites

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

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