Trustpilot

Bad Rep on Tap!

A client of ours held us for ransom threatening to leave negative feedback on TrustPilot after they demanded that we supply a service THEY DID NOT PAY FOR.

Upon refusing his request, the client left negative feedback marring our otherwise impeccable reputation. We contacted TrustPilot with this information requesting that they remove the negative review.

Below is a copy if the reply given by TrustPilot:
* Also shown in attached screenshot.


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"I have discussed the matter with my colleagues. We agree that in cases like this, the USER IS ALLOWED TO REVIEW HIS EXPERIENCE REGARDING A PRODUCT THAT HE/SHE ENQUIRED ABOUT, BUT DID NOT PURCHASE - for whatever reason.

Because of this, I have returned the review to the website.

If you have any questions, please let me know.

All the best,

Hasse"

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I leave it to all those who read my review:

Why is a person permitted to leave feedback relating to something they have no experience of and have not paid for?

Our solicitors are in the process of filing a case to have the feedback in question removed in addition to filing a claim for potential loss of earnings through undue negative exposure.

It would be advisable for TrustPilot to stringently review their terms to work more closely with reputable, honest businesses in an effort to outrule those who are clearly not warranted to leave feedback to maintain a more effective level of quality control.

To suggest that someone has the right to leave a review for a service that have not paid for and thus have no experience of is absolutely and utterly ridiculous and opens up huge potential for abuse.


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As a closing, honest summary to all business owners:

Your reputation will be maintained more effectively by NOT FEATURING YOUR BUSINESS ON TRUSTPILOT due to the foolish loopholes in the system.

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We haven't left negative feedback for anyone. It's bizzare that TrustPilot of all companies should be our first!

TrustPilot: As you have been informed we will continue to persue this matter until it is resolved to our satisfaction.

In the meantime, I'm sure you'll have no objections to us inviting our colleagues to leave more negative feedback for TrustPilot - regardless of the fact they have no experience of your service?

Hopefully my argument is becoming clear.



Daniel Evans
Managing Director
Webcore Design

17 November 2011

Reply from Trustpilot

Hi Daniel

It is important to stress in this matter that the user in question did in fact purchase a service from yourselves.

Users are not supposed to write reviews about the specific product they have purchased, but their experience with the company's service in connection with a purchase.

In this situation, the user purchased one service and requested another at the same time.

I contacted the user and asked for documentation that they have purchased a service from you - which they have done.

Hasse
Trustpilot support