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JD

Jonathan D.

Consultant

10/11/2022

"No Trust(pilot)!"

0/5

What do you like best about Trustpilot?

I warn others, using this fake site!

If the review isn't positive you'll be flagged and need to prove your not fake. Trustpilot really doesn't like negative reviews. Hence, it's one big façade. Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

Where shall I start. Trustpilot is either run by bots or people instructed to definately not allow negative reviews. Even, if the company responds and sorts the issue, Trustpilot will prevent others to really read what a company is like.

Then, when, placing a negative review, the account gets flagged and I need to ID myself?

Who exactly does Trustpilot think they are?!

The only good thing was, the company who actually got my negative review responded and sorted the issue.

If you think I'm the only one.... Google this site. You'll see it happens with everyone who leaves a negative review.

Don't be fooled by the so called friendly responses they leave behind, when people like me leave a review like this. They honestly will keep doing what they do...

Thankfully I got my account removed in the end. Trustpilot forgets it needs honest reviews from people like myself to survive. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Jonathan,

Thanks for leaving us a review. Anyone who has had a buying or service experience in the past 12 months can write a review - positive or negative - for free, as long as they have a Trustpilot user account, follow our Guidelines for Reviewers, and don’t have a conflict of interest with the business they’re reviewing.

Both businesses and consumers have the opportunity to flag a review if it goes against our guidelines. Once reviews are flagged and investigated by our Content Integrity Team, they are either reinstated or removed permanently. If a review is removed permanently this means that it goes against our guidelines. If reinstated, the review does not break any platform rules.

We also have a customized fraud detection software that automatically detects suspicious reviews and removes fakes.

If you're ever having trouble with a review, our team would be happy to help by getting in touch via this link https://support.trustpilot.com/hc/en-us/requests/new.

Thanks,

The Trustpilot Team

NH

Neil H.

IT Consultant

Civil Engineering

Small-Business (50 or fewer emp.)

1/5/2021

"Unethical and unregulated"

0/5

What do you like best about Trustpilot?

I like the graphic design of the star next to the word Trustpilot on their logo. It's a nice colour. Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

They are the most unethical company I have ever dealt with. I never write reviews but will make an exception for this "hiding in plain sight" embarrassment of a company. They should be investigated and shut down. Review collected by and hosted on G2.com.

Recommendations to others considering Trustpilot:

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.

What problems is Trustpilot solving and how is that benefiting you?

Maybe Google ranks companies higher in search results if they are on trustpilot, who knows. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Neil,

Thanks for taking the time to share your feedback with us. We've made note of your comments and will be sure to pass these along to our relevant teams to look into for the future. If there's anything we can do now to help, please don't hesitate to get in touch.

AF

Verified User in Financial Services

Mid-Market (51-1000 emp.)

4/21/2023

"Overall Trustpilot Experience"

5/5

What do you like best about Trustpilot?

Ease of use to reply, tag, and export reviews Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

Integrity team is behind on filtering reviews that do not pertain to our company. Hopefully, this is temporary. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi,

Thanks for leaving us a review! It's nice to know that you're finding it easy to use our platform to respond to and export reviews.

Our Content Integrity team is working through a higher number of inquiries as of lately, which has led to longer response times. But, they're working as quickly as they can and should be getting back to everyone who has been in touch.

We hope you continue enjoying your Trustpilot experience and if there's anything we can do to improve yours, please feel free to give us a shout!

Thanks,

The Trustpilot Team

JF

Jan-Henrik F.

Lead Product Manager

Mid-Market (51-1000 emp.)

9/6/2022

"Necessary Marketing instrument // Some good integrations"

3/5

What do you like best about Trustpilot?

- Business Genrated Links

- Snippets to embed the trustpilot reviews

- Integration to Zendesk

- Connection to Zenloop (for automatic processing of customer feedback) Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

- rather high costs for businesses (you don't have much to argue in the pricing discussions)

- snippets for trustpilot scores and reviews cannot be easily customized Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Jan-Henrik,

Thanks for leaving us a review. It's so nice to hear that you're enjoying some of the features and integrations that we have to offer with our platform.

Your note about costs and snippets not being easily customizable is valuable for us to play back to our development and product teams. We're big advocates for feedback loops here at Trustpilot, without constructive commentary on what we're doing how can we learn!

Thanks,

The Trustpilot Team

DI

Dan I.

Director of Marketing

Mid-Market (51-1000 emp.)

4/8/2022

"They handcuff you with their contract and force you to keep paying higher and higher fees"

0/5

What do you like best about Trustpilot?

It started well but gradually got worse. Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

The service lost features we liked such as the ability to manually invite customers. Flagging reviews that are not for our company or seem to be authentic customers don't matter anymore. There seems to be little to no validation in the quality of the reviews being posted. Our business has been hit by all the supply chain delays so we wanted to temporarily cancel with the hopes that once things return to normal we could focus on getting more positive reviews. It doesn't make sense to invite customers to leave you a review when their order is stuck on a ship for months which is out of our hands. This has never happened and is not how we operate our business just an unfortunate circumstance we are trying to work through.

We wanted to cancel/pause our service with TrustPilot. We reached out before our bill was due to cancel and were told: "Trustpilot contracts do not allow for mid-term cancellations". The contract auto-renews approximately 2 weeks before the bill is due and you MUST give them at least 30 days written notice before your auto-renewal date.

Any company that handcuffs you like this says a lot about the confidence in the services they are providing!

Run Don't use their service, just focus on directing your reviews directly to Google. It's way more trustworthy, gets more views and it's Free! Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Dan,

Thanks for taking the time to leave us a review and share your experience - we appreciate feedback in all of its forms. We’re always working to build trust and transparency so we have been gradually discontinuing the use of our manual invitation methods. Our team is happy to help switch your account over to an automated method to continue sending review invites. We offer many different automated methods, so there’s one best suited for everyone.

Trust is at the heart of what we do, which is why our team is constantly working to fight fake reviews and misuse. Every review on Trustpilot is screened by our bespoke automated fraud detection software that identifies and removes fakes. It looks at multiple data points, such as IP addresses, user identifiers, device characteristics, location data and timestamps, to determine if it exhibits patterns of suspicious behavior. And of course, if you have a review that goes against the rules, you can flag it from your Trustpilot Business account, and our Content Integrity Team will assess whether the review violates our guidelines for the specified reason.

Our contracts do have a 30 day notice period, and reminders are sent prior to this 30 day period via email.

Like Google Reviews, our platform is also free to use for both businesses and consumers. We understand your reasons for moving on from us, but we wanted to share some further context around the challenges you faced.

Thanks,

The Trustpilot Team

SA

Sarang a.

Graphics Designer

Graphic Design

Small-Business (50 or fewer emp.)

4/2/2022

"TrustPilot, An amazing Review platform!"

3/5

What do you like best about Trustpilot?

I have been using TrustPilot for a lot of time. TrustPilot helps me figure out what the users of my website think about it, I can take many reviews, and send review invitation links with Trustpilot email. This is a lot of it, whenever I am going to suspect spam from a website, I directly visit TrustPilot, there are hundreds of reviews written which help me analyse if I have to go for the website of the app or not. It has a very user-friendly interface, and there are not many troubles signing up for TrustPilot. TrustPilot is Fantastic! Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

The thing that I most dislike is that there are many fake reviews at TrustPilot, many times the reader gets misguided, and reaches the spam, this makes TrustPilot unworthy. Secondly, the prices of the business plans are very high, mostly unaffordable, they could have provided Trustpilot’s marketing integrations, but that's where the disappointment starts. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Sarang,

Thanks for sharing your Trustpilot experience with us. It's great to know that you've found our platform to be easy to use and helpful in figuring out what your customers think of your website.

Since trust is at the heart of what we do, we work around the clock to safeguard our platform and combat fake reviews. We're using a strong combination of dedicated people and clever technology to protect our platform. Our customized fraud detection software automatically detects suspicious reviews and removes fakes. Our software is backed by trained experts to investigate reports of misuse. We've spent years developing and fine-tuning the advanced algorithms and AI that form its foundation, and continue to invest heavily in this area.

We definitely appreciate all forms of feedback, so your comments about the pricing and integrations is valuable for us to play back into our product team.

Thanks,

The Trustpilot Team

MR

Maurice R.

Founder and President

Small-Business (50 or fewer emp.)

7/26/2022

"Trustpilot is the Ultimate Addition to Online Marketing and Website Analytics"

5/5

What do you like best about Trustpilot?

The ability to embed BOTH Trust pilot and NFG into our website code and branding Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

Lack of complete embedding instructions. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Maurice,

Thanks for taking the time to share your experience with us. It's great to know that you're enjoying our platform capabilities and that Trustpilot reviews have given credibility to your business.

We'll be sure to let our team know of your feedback around embedding instructions so they can look into further.

Thanks,

The Trustpilot Team

ES

Eniko S.

Senior Customer Relationship Agent

Mid-Market (51-1000 emp.)

12/15/2021

"Excellent Traffic on Reviews Platform"

5/5

What do you like best about Trustpilot?

To reach a review score that reflects the customer experience satisfaction in a trustworthy manner one needs to have a high number of reviews. With a Standard+ plan, one can send 25K invitations each month. With this setting we regularly get 350-450 reviews on the website. Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

There is not much to dislike as it brings all the necessary features a reviews website should for easy reviews management and analytics, plus a lot of additional services that may help with integrations. Review collected by and hosted on G2.com.

Recommendations to others considering Trustpilot:

Show your customers that you care about their complaints by responding to every negative review. Review collected by and hosted on G2.com.

What problems is Trustpilot solving and how is that benefiting you?

We firmly believe that measuring customer sentiment and responding to reviews is extremely important in the customer satisfaction journey and this website makes it easy to respond to feedback, tag reviews based on the issues, and analyze the results. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Eniko,

Thank you for sharing your feedback with us. We are glad you're having a great experience with Trustpilot and using our platform to the fullest!

Thank you,

The Trustpilot Team

GS

GRAFİK S.

Director

Small-Business (50 or fewer emp.)

11/4/2021

"Trustworthy Review Platform to Create Trust and Boost Sales"

5/5

What do you like best about Trustpilot?

Trustpilot teview widgets are very easy to embed into our Shopify stores. For example, we can show review scores both on our homepage and particular ones on product pages with ease. Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

All reviews belong to their platform. That means if we decide to leave their platform for a competing service, they prohibit us from exporting and use them with another platform. On the other hand, I see no reason to leave them in the foreseeable future. Review collected by and hosted on G2.com.

What problems is Trustpilot solving and how is that benefiting you?

On Shopify stores we're building, we frequently need to show convincing proof to our visitors how great we're doing. Shopify's own review app is far from being perfect. Especially when we need to show global site reviews, it's not possible out of the box. With Trustpilot widgets, it's effortless to reach that goal. Also their ratings are counted as Google Seller Ratings and that's a big plus. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi GRAFİK S,

Thank you for taking the time to share this with us, we really appreciate feedback!

It's great to hear that you are finding our widgets easy to use and that we're helping to build your Shopify stores and proving useful in showing customers that you're doing a good job, we love to hear that!

Reviews remain on our site once you have left us, this is correct. Whilst we can't offer you a solution this right now we can share a useful article on why we don't delete business reviews that might help to shine some light on this area of our platform: https://support.trustpilot.com/hc/en-us/articles/115000662708-Why-we-don-t-delete-business-profile-pages-from-Trustpilot

Thanks,

Trustpilot Team

MA

Mark A.

Senior Campaign Manager

Transportation/Trucking/Railroad

Mid-Market (51-1000 emp.)

7/16/2020

"Trustpilot: Another Review Site to Be Aware Of"

3.5/5

What do you like best about Trustpilot?

Trustpilot provides a clear and concise method to replying to your customers as well as categorizing who and who hasn't been responded to. Review collected by and hosted on G2.com.

What do you dislike about Trustpilot?

It's always nice to have a Private Reply option, like Reseller Ratings does, so that you can handle intense issues out of the eye of the public. But, additionally, reply with a friendly response publicly. Review collected by and hosted on G2.com.

Response from Trustpilot Team of Trustpilot

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Hi Mark,

Thanks for taking the time to leave us a review. We love hearing that you're enjoying responding to your customers through the Trustpilot platform.

We'll be sure to pass along your feedback regarding another reply option to our team to look into. If you have any additional questions or feedback, please don't hesitate to get in touch.