I have had a horrible experience with Trustpilot, ending in a payment dispute which I won when a third party looked at the evidence I provided.
There are so many aspects that hav been bad. I will try to summarise as best I can.
1. Their sales people blind you with facts and figures, many of which are gigantic exaggerations. Example: they told me my profile on Trustpilot was reviewed 70,000 times in a year, so it's worth paying to optimise the experience my users are having. Well I've had 12 visits to my site from Trustpilot in a year. Something doesn't add up here, and they know it but they carry on selling anyway. Example: they tell you that you have to pay for features when the free versions are almost exactly the same. It's honestly not worth the money to get 5% better features. They say "you can't get that feature for free" but omit to tell you that you can get something good enough for free. It's what they don't say - that's the problem with their sales approach and it's very unethical.
2. Their annual subscription renewal emails say that you have to click through to sign and accept the renewal. If you don't sign and accept, it renews anyway. What the ****?! That's pure misdirection.
3. I set up a call with my customer success manager (lol!) to discuss my upcoming renewal and the fact I wasn't happy. 4 weeks later, once I was inside the notice period, he came back to say he'd been off sick and it was too late to cancel now. Staggering.
4. When I lodged a complaint about my customer success manager, the complaints team directed me to... my customer success manager! Ha ha! There is no clear escalation path. They just want your money.
Happy ending. I instructed my bank to block Trustpilot from taking any more money from me. Their bank wrote to my bank with "compelling evidence " as to why I should pay. I sent my evidence to my bank as to why I shouldn't pay, and the dispute was settled in my favour. I think their bank read my evidence and dropped the case.
To sum up, I believe there is a systemic problem at Trustpilot and some sort of regulator needs to investigate. I cannot be alone in my experience.
I know that Trustpilot will respond to this review and say how they'll put it all right. No need guys - your bank already did! Review collected by and hosted on G2.com.