Opiniones de Trustpilot

no me gusta nada

quien dice que las valroaciones son reales?

B considera esta opinion muy útil

Hace 6 días

Respuesta de Trustpilot

Hola Manolito,
Garantizamos que las opiniones sean genuinas al ligar cada opinión a un número específico de orden. Al lado de las evaluaciones puedes ver un texto que dice: Opinión de cliente confirmado. De ésta forma, la empresa puede saber exactamente quién ha opinado.
Si opinas a través de Facebook, tenemos en pie herramientas de seguridad para corroborar que las opiniones sean genuinas.

Alvaro Alvarado
Trustpilot.es

QUESTIONABLE LEGITIMATE REVIEWS?

I made a frank and honest review of an APPALLING company called TRADE SERVICES which miraculously has 7.2 out of 10 on Trust Pilot Review Site and yet has upwards of 300 complaints on another review site. Trade Services sell FAKE goods and that's when they actually get delivered, which in most people's cases, doesn't happen. My review of this dreadful company was then removed for violating guidelines. My suggestion to you Trust Pilot is... LOOK AT OTHER REVIEW SITES AND THEN JUSGE FOR YOURSELVES WHETHER OR NOT YOUR RATING FOR TRADE SERVICES IS CORRECT or whether YOU have been scammed by FAKE reviews, as is almost certainly the case.

B considera esta opinion muy útil

viernes, 10 de mayo de 2013

Respuesta de Trustpilot

Hi Tim,

Thanks for posting your reviews and your feedback.

Your review has not been removed. It has been reported for infringements 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 the buy from, and reporting of reviews is a method 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. When the investigation is done your review will either be restored or removed permanently.

We have several processes that constantly scan for suspicious reviews based on a vast number of parameters. Together with that feedback from consumers is really useful too, so we appreciate your and will see if all reviews seem all right on this company profile.

Best regards,
Joakim Ditlev
Trustpilot

biased

I wrote a honest opinion about Yodel . And it was classed as false. I gave a full account of my dealing with them. Even posted information directly from Yodel.

Trust pilot are Yodel paying you?

B considera esta opinion muy útil

viernes, 10 de mayo de 2013

Respuesta de Trustpilot

Hello

Thanks for your feedback.

Please allow me to clarify: Your review has not been removed. It has been reported for infringements 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 the buy from, and reporting of reviews is a method to ensure the quality of the reviews. Any consumer or company can report reviews.

Our Community Support team is investigating the issue. Depending on the reason why the review was reported, we may ask you for further information via email. We currently see an unusual high number of reported reviews on that company's profile, so it may take a few more days before we get the issue solved.

Thanks for your understanding.


Best regards,
Joakim Ditlev
Trustpilot

Great Service, but they must allow only review from real customer

I have followed it many times before to buy, but is true, many webiste have real and non real customer. What I don't understand is why the service don't have a system where you can write review only if you buy from the company. Maybe because with that kind of limitation you lost the company that found review if never paid? so they are attired to subcribe for a company profile that cost thousand a year. That's not correct. If i read that is a Certified Buyer I trust the review, but all other no, even if you need FB connection to make one.

Trust us (the real buyer) and accept only review that arrive from the customer of your customer! Would be more & more real.

Ciao!

Obviously fake reviews

A company I reviewed has two 5 star reviews both people have the same first name and both are located in the same town as the internet store. Presumably to balance up the other 2 reviews which are genuine and 1 star.

why give another company power to ruin your hard work and reputation - if they choose?

We have may online businesses and refuse to allow any review site to take control of our reputation - if they choose too. You are asking for trouble if you sign up... PS. this review probably won't be posted (which explains my point about their ability to control)

lunes, 06 de mayo de 2013

Respuesta de Trustpilot

Hi Peter

Thanks for your feedback.

The concern you bring to the table is fully understandable. But it's not our role to take control of your reputation, as you put it. That reputation is the sum of all your customers experiences and they will talk about that whether you like it or not: Good as well as bad experiences, at any time and in any obscure corner of the internet they find appropriate.

Trustpilot is an open review platform where 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.

I hope this gives more insight into what Trustpilot is for.

Best regards,
Joakim Ditlev
Trustpilot

Esta opinión ha sido reportada por la empresa jueves, 02 de mayo de 2013 porreferring to other websites or companies.

Atención al Cliente de Trustpilot está en el proceso de investigar esta opinión.

Tras la investigación, la opinión será o bien eliminada o bien restaurada.

Ve nuestros lineamientos sobre opiniones aquí.

Genuine positive reviews removed - false negatives allowed to remain.

We're facing two major problems with TrustPilot.

In the first instance, we have found that genuine customers of ours (confirmed by order numbers, names, addresses, details on our system) who have left us positive reviews are having their comments deleted by TrustPilot.

Furthermore, we have had difficultly in getting what we have determined to be reviews from non-genuine customers or fictitious or inaccurate reviews removed from our mobile phone recycling company Bozowi.co.uk’s TrustPilot pages.

We currently have reviews from customers who have posted negative comments about the company, but we have yet to receive their devices for recycling. This leaves us concluding they were never genuine customers of Bozowi, and should therefore be removed under TrustPilot Customer Service Guidelines.

We have closely followed the policy of reporting customers we have deemed to be either non-genuine users or those that have posted reviews which are so factually inaccurate that they portray an unfairly negative picture of our business practices, yet without exception we have yet to have these reviews removed. Inevitably, they simply re-appear.

We’ve noted with some concern that other companies within our sector seem to have more success in the deletion of inappropriate posts.

In the absence of any evidence to the contrary, we can only conclude that we are being unjustly victimized with regards to the customer service we are receiving from TrustPilot, and are having to deal with the real and measurable financial damage such unfounded negative reviews have on our business.

Our questions are:

Why are genuine customers who leave positive reviews having their posts deleted?

Why are the customers not being contact by TrustPilot to confirm their status as genuine reviewers?

Why are negative reviews which we can prove are fake allowed to stand?

***UPDATE***

We've noted that, after informing us you'd contact our legitimate reviewers last week, that one has been contacted today. What is confusing is that this one particular reviewer, after replying to your correspondence and confirming his status as a legitimate customer of Bozowi.co.uk, has still has had his review removed. We're thankful he CC'ed us into his email to you confirming his status, and can understand why he is annoyed at having to prove his legitimacy to you and having to field emails from us chasing up whether he's been contacted by you. What we can't understand, however, is why after giving you the information you requested, he's still been removed?

With regards to reaching out to the other reviewers and asking them for a proof of purchase in an attempt to prevent malicious attacks from competitors, we're concerned that, after contacting the rest of the reviewers personally again, they have not yet heard from you to provide this clarification. We've also noted that the investigation into negative reviews appear to be concluded much more quickly than investigations into positives that other users have flagged as being suspect.

With regards to the unusually high amount of reported reviews on our company profile, all of which you identify as being from another user, would that not raise a concern over that particular user rather than the target of that users attention - us? If as you state it's an unusually high figure, does it not suggest some kind of malicious intent?

We'd welcome your feedback.

END OF UPDATE***

martes, 30 de abril de 2013

Respuesta de Trustpilot

Hello

Thanks for reaching out.

Trustpilot is a review platform where consumers can post a review about companies they buy from. When dealing with such issues we reach out to the reviewers and ask them for a proof of purchase. That ensures that the reviews are written by real customers and it's also an effective way to deal with malicious attacks from competitors, for example.

Currently, there's an unusual high amount of reported reviews on your company profile. All of them have been reported by another user. Please note that the reviews are reported for investigation - not deleted. I understand that one of our employees in Community Support has informed you about this via email.

For more information about our criteria for reviews, please read the review guidelines:
http://www.trustpilot.co.uk/popups/guidelines/reviewguidelines

Regards,
Joakim Ditlev
Trustpilot

What a company not even asked if I wanted to be on there data base

Please take me off your mailing list ASAP

lunes, 29 de abril de 2013

Respuesta de Trustpilot

Hello George,

Thanks for your feedback.

I am not 100% sure, but it seems like a company that you bought from has asked you to review them by using our service. When doing so, you actively gave us permission to send you emails. We don't do that unless it's needed, but most people want to know if the company replies to their review. There can also be situations, where we need to contact the reviewer to check if the review is written by a real customer.

We apologize if this has not been clear when you signed up and wrote your first review. You can always edit what kind of emails you want to receive by logging in to your profile -> Click Edit my Settings -> Click email notifications.

I hope this makes things more clear and that you want to use Trustpilot in the future.

Best regards,
Joakim Ditlev
Trustpilot

The Review Company From Hell

How does TrustPilot have the nerve to review other companies? They never call or email you back when you problem goes to management level you simply get some automated response. We run a family business called 99nutrition and trustpilot allowed a review from someone that was never a customer of ours but was that of a similar business in the same building. We spoke to the business concerned called FitStop Supplements it was their customer and they wrote to trustpilot but were ignored as we were. They supplied the receipts to trustpilot that the complaining customer was treated fairly and within company guidelines and the 1979 sale of goods act but not only did they feel the review was fair even thought the customer was at fault but it was about the wrong company. We have sent proof as has FitStop but the review remains posted which is liable but as a small company we cant afford a huge legal bill over a silly review. The company sends us the same automated reply and it looks like an nonfactual and liable review will remain posted. I have spent 5 hours trying to review 2 companies and its ruined my day off. The TrustPilot site wouldn't allow me to post either it wouldn't allow me to log in or it would say whoops try again, they sent many many new passwords but they didn't work , i used a pc a laptop and my blackberry so the problem couldn't be my end, I was determined and 5 hours later! Their site is hard to navigate, I tried to open a new account but it would allow me to sign it via facebook even thought i could get in without the trustpilot link. When i wrote the reviews it wouldn't post them. The customer service is almost nonexistent its like talking to a lump of wood they simply ask you to email but that never works. TrustPilot have the worsted site and the worsted company Ive encountered in my 50 years, if i could give them minus 5 stars a would be happy too. Don't make the mistake of signing up to them for a monthly fee thinking they will do your business the power of good because they are a nightmare you just have to look at their own reviews to see that. Many unhappy customers!

jueves, 25 de abril de 2013

Respuesta de Trustpilot

Hello Karen,

Thanks for sharing your feedback. It seems like you had a lot of troubles and for that I apologize.

If you receive a review that doesn't seem to come from a real customer, we have a well-working procedure for that. You can claim a free business-profile, login to your account and report the review to customer service.

One of our employees in Community Support will investigate the issue and ask the reviewer for a proof of purchase. If it's possible to identify the reviewer as a customer the review will be restored. If not it will be removed permanently. That process ensures the overall quality of the reviews.

Some of the troubles you have experienced may be due to another person from your company has claimed the companyprofile. For security reasons we only allow that once per company.
It also sounds like you tried to create multiple user profiles connecting with the same Facebook account. That is not possible either.

I hope this explains the situation better and that you get the problem solved.

Regards,
Joakim Ditlev
Trustpilot

Allowing fake reviews

I left a review but it has been reported as infringement of guidelines. My guess is that it was because I was not a customer. However, I note that this has happened to at least one other person whose comment I saw just before it was removed. There may have been more. The reason people were posting was that the company ServiceTeam Ltd tweeted this: "A horrible woman has given us a pasting on Trustpilot http://t.co/dEOP9vXu8W £20 M&S voucher to the 1st 20 customers to say something nice!"
Since quite a backlash from several people they have removed the tweet and all conversations regarding this. However, it is of course too late.
So, this company blatantly asked people to write fake reviews. What will you be doing about that? Any reviews that are positive (up to 20 of them) could be fake. How will you be addressing this? Can't trust this site if it doesn't allow the reviews informing people of the practice of a company.

lunes, 22 de abril de 2013

Respuesta de Trustpilot

Hello Helen

Thanks for your feedback.

You are right that your review has been reported. One of our team members in Community Support will investigate the issue and get back to. We may need you to send a proof of purchase that you are a customer at the company you reviewed. My colleague will contact you via email with more details.

Giving out vouchers or discounts in exchange of reviews is not an ok way to collect reviews. Companies collecting reviews actively have accepted our service guidelines that you can read here:
http://legal.trustpilot.co.uk/company-service-guidelines

If you can help us by sending screen shots or similar that shows infringement of the service guidelines to support@trustpilot.com we'll investigate the case.

Thanks in advance.

Joakim Ditlev
Trustpilot

Allows fake reviews for companies and deletes honest reviews for companies.

TRUSTPILOT ALLOW THOUSANDS OF FAKE REVIEWS FOR COMPANIES LIKE MAZUMA MOBILE. THESE REVIEWS ARE SO FAKE AND STUPID THAT ALMOST ALL OF THEM ARE COPY PASTED REVIEWS AND YET TRUSTPILOT DOESN'T EVEN BOTHER TO INVESTIGATE THEM AS THEY ARE MONEY HUNGRY AND GREEDY. FOR A GOOD EXAMPLE OF THIS, SEARCH FOR MAZUMA MOBILE ON TRUSTPILOT AND FIND OUT FOR YOURSELF WHAT I'M TALKING ABOUT.

PATHETIC REALLY!

B considera esta opinion muy útil

miércoles, 17 de abril de 2013

Respuesta de Trustpilot

Hello Shakil

Thanks for sharing your opinion about Trustpilot.

Making sure that consumers can trust the reviews they read is our no 1. priority. As a result we dedicate a lot of resources in this area.

We have lots of processes running that constantly scan for suspicious reviews based on a vast number of parameters. In addition, we have a team of community supporters handling all reported reviews as quickly as possible. You can read more about that here:
http://blog.trustpilot.com/ensures-review-quality/

Best regards,
Joakim Ditlev
Trustpilot

REFUSE TO DELETE FAKE REVIEWS DESPITE EVIDENCE THAT THEY ARE FAKE

TRUST PILOT ARE LIARS AND FRAUDSTERS.

Our company has received some spiteful negative reviews that are designed to damage our companies reputation.

We have contacted trustpilot with solid evidence that the customer has lied and made false allegations regarding the service and shown them exactly was has transired. Trustpilot refuse to taker down the reviews and say that we must 'contact the relevant local authorities' knowing full well that there are no such orgainisations in existence that deal with this issue.

Trustpilot this is your job, your platform airs these views so it is you who should regulate them.

Companies are not stupid. You willingly publish negative reviews and actively want companies to receive bad reviews so that they are forced to pay you for your review services in an attempt to balance out reviews.

Nothing but a money making scam and you should either become a reputable company or be closed down!

Shakil Hassan, B y Alex James considera esta opinion muy útil

martes, 16 de abril de 2013

Respuesta de Trustpilot

Hello Tom,

Thanks for your feedback.

I understand that it can be really frustrating to get a negative review.

Trustpilot is an open platform where any consumer or company can join. We focus on making sure that the reviews are written by real customers, but the actual content in the review is the reviewer’s responsibility. We don’t judge whether the actual content of the review is right or wrong, and reviews can only be removed if they are violating our guidelines.

If a company discovers a negative review on Trustpilot, our advice is to post a public reply telling their version of the story. That enables other consumers to see both sides of the story when doing vendor research. I can’t see which company you represent, but if you havn’t already written a reply, I will recommend you to do so. It’s free of charge.

I hope this explains things better.

Best regards,
Joakim Ditlev
Trustpilot

Suspect Trust Pilot Review Process

I recently received an unsolicited email from TrustPilot which asked me to review the company that I recently bought a product from.
Within a few hours my review had been marked as been reported as it had broken the review guidelines.
I read the guidelines and as far as I am concerned it breaks no rules.
In fact the only rule I can see that I may have breached is naming the courier company as first class in solving the problem of which I have since removed that reference in an effort to get my review reinstated.

However what concerns me most is It was lightning fast to remove my review to be checked. But this was 3 days ago. How long does it take to make a decision.
I can only assume this is to give it time to move down the pages so as not to be visible on the first few pages of the company concerned.

For me to take Trust pilot reviews seriously then they need to give reasons for suspending negative reviews and do it as quickly as they are prepared to take them down.

B considera esta opinion muy útil

jueves, 11 de abril de 2013

Respuesta de Trustpilot

Hi Stephen

Thanks for your feedback and for taking time to review us and the company you bought from.

As Trustpilot is an open platform where anyone can read and write reviews about the companies the buy from, reporting of reviews is a method to ensure the quality of the reviews. Any consumer or company can report reviews.

We have a team of community supporters, who are investigating reported reviews in the order we receive them. It's usually done much faster than 3 days and we'll get back to you as soon as possible.

Regards,
Joakim Ditlev
Trustpilot

Waste of time II

I have no words for how ridicolous this system is, and it surprise me that you guys don't worry about your integrity going down the drain. (You business model is our trust, and nobody trust you?? Reality check..)

In a larger scale, I really doubt the majority of people have the havit of leaving reviews (god or bad) for no reason. If thats a problem, I suggest you remove the best and the worst review for every 10th post, to get a better average.

If a proof of purchase is required to keep every bad reviews online, I suggest you also require one to keep the good ones online, too. Anything else will ONLY lead to misleading scores.

Isn't it convenient for a company to just hit the report button on all the bad reviews and hope the customer never bothers to dig out the proof of purchase?

Sorry guys, for me the trust and use of Trustpilot stops here.

Elaine Lang, Shakil Hassan y B considera esta opinion muy útil

jueves, 11 de abril de 2013

Respuesta de Trustpilot

Hi Christer,

Thanks for your feedback. I'm sorry to hear that you don't trust us.

Trustpilot is a useful platform that more than 3 million consumers visit every month. The single most important reason to the increasing popularity is that consumers - in general - trust the reviews they read. As a result, we dedicate a lot of resources to ensure the reviews you read are made by real people with real buying experiences.

We want the review platform to be open, but we also want reviews from consumers with real buying experiences. That's why any consumer or company can report a review. It's an efficient way to improve the overall quality of reviews and the process also works well to get rid of malicious reviews from competitors, etc.

You are right that companies can report all negative reviews. When they do so, anyone can see that on their company profile page, so we always encourage companies to claim their free company profile to reply back to the negative feedback they may get.

I hope this explains things better and that you are willing to give Trustpilot a second chance.

Regards,
Joakim Ditlev
Trustpilot

Waste of time

Not a lot of point reviewing a company as you are asked to provide evidence of your issues! I don't make a habit of leaving bad reviews for no reason so why should I have to give evidence if a bad experience. Not so much trust going on here really and the companies reviewed get away with giving customers a bad experience!

B y Shakil Hassan considera esta opinion muy útil

lunes, 08 de abril de 2013

Respuesta de Trustpilot

Hi Andrew,

Thanks for taking time to give us feedback.

Trustpilot is an open platform where everyone can read an write reviews about the companies they buy from. To ensure the quality of the reviews, we provide an option to report a review that may not follow our review guidelines or could be written by someone, who can't be identified as a real customer. Any company or consumer can report a review and you can see who, when and why a review has been reported on the company profile page.

One of my colleagues in Community Support is investigating the issue. If you can provide documentation that you bought something from the company and send back, we will restore your review. I understand that this is a hassle, but it's the best way can ensure that reviews are written by real customers. So I hope you can help us and other consumers by providing a proof of purchase.

Thank you,
Joakim Ditlev
Trustpilot

Trustpilot

Not a credible review site for business or consumer. A huge list of consumer complaint comments about WAE removed yet again. Contact Trustpilot? I think not.

B y Shakil Hassan considera esta opinion muy útil

viernes, 05 de abril de 2013

Respuesta de Trustpilot

Hi Nigel,

Your review has not been removed. It has been reported for infringements 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 the buy from, and reporting of reviews is a method 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. When the investigation is done your review will either be restored or removed permanently.

Companies can’t demand to get a review removed. It needs to go through the reporting process. We always encourage companies to submit a public answer to any negative feedback. By doing so other consumers can evaluate, who is right and wrong.

You can read more about reporting reviews here:
http://blog.trustpilot.com/reported-reviews/

I hope this explains the situation better.

Best regards,
Joakim Ditlev
Trustpilot

Not alot of Trust in TrustPilot

We have never asked or wanted to be included on TrustPilot as a company. There are good reasons as the limited verification process does not make it, in our view a reliable source of review. That said others do and that is a matter for themselves. However in sitting behind the face of a customer lead database they regrettably create their own interpretation of European Law. When you request not to be included in their database you receive a standard response along the lines of "we're merely a platform for freedom of speech". Everyone is entitled to free speech however not everyone is entitled to use web content of the target business site for their own commercial gain. This is what TrustPilot does by the lifting of site descriptions and using the live screen dumps of business websites by utilising images, content etc. When this is raised with TrustPilot this point is ignored, you are informed the matter is closed and the response is sent from a nameless person. If, as an organisation your aim is to promote the best possible customer experience then surely TrustPilot should be the leading light? I shall look forward to the stock response in relation to this review advising me that I can have a free account etc etc etc

B, Peter Lyster y Shakil Hassan considera esta opinion muy útil

viernes, 05 de abril de 2013

Respuesta de Trustpilot

Hi Sparky,

Thanks for your feedback.

On a general note, you can either embrace this new wave where consumer has more power, which Trustpilot is a part of, or you can dislike it.

Dissatisfied consumers will express their opinion whether you like it or not. On Trustpilot we offer companies a way to reply to the negative feedback to show others that they care about customers. And you are right, a business can't get their company profile removed if they are not interested in using Trustpilot, and you are also right that it's free to create a business account and communicate with customers.


Best regards,
Joakim Ditlev
Trustpilot

Trust Pilot is Just a Stick to be used to beat up Companies that are 100% Correct in what they do

It is disgraceful that a site like this can be used in an attempt to beat up companies that have done nothing wrong and that customers can then use it as a threat because they have made an error purchased a bespoke product which was made to order to match their colour selection options and then once the customer receives it they realise they ordered totally the wrong thing and want to exchange it. When that customer is very politely informed about the Made to Order Policy ( which they agreed to prior to submitting the order) and that it is Non Returnable - but as a goodwill gesture we will make a replacement to the revised options the customer wants but they will have to cover the delivery cost which the customer rebuffs because they feel the company should incur all the additional costs. and then for that customer to be able complain about the policy (which they knew about before purchasing) and the fact they were asked to pay another carriage charge to enable their own ( the customers) mistake to be rectified is just simply stupid. This is then further compounded by the Non Logic of Trust Pilot because they will not remove it. Depsite the fact the company concerned has done nothing wrong.

The Non Return ( made to order) Policy was notified before the customer Purchased
The customer was spoken to politely at all stages
The customer was offered a way of replacing as a goodwill gesture
The customer leaves a one sided review because they feel hard done by that it is going to cost to rectify there mistake.

What more do I need to say... When we are 100% right we will always be wrong when there are sites like this... DISGRACEFUL

B, Peter Lyster, Andy y Alex James considera esta opinion muy útil

miércoles, 27 de marzo de 2013

Respuesta de Trustpilot

Hello Colin,

Thanks for your feedback and sharing your story.

The purpose of Trustpilot is that consumers can share their experiences about the companies they buy from. It’s an open platform where any consumer or company can join.

We focus on making sure that the reviews are written by real customers, but the actual content in the review is the reviewer’s responsibility. We don’t judge whether the story is right or wrong, and reviews can only be removed if they are violating our guidelines.

If a company discovers a negative review on Trustpilot, our advice is to post a public reply telling their version of the story. That enables other consumers to see both sides of the story when doing vendor research. I can’t see which company you represent, but if you havn’t already written a reply, I will recommend you to do so. It’s free of charge.


Best regards,
Joakim Ditlev
Trustpilot

TrustPilot is set up to be ANTI-SERVICE- Existing customers count for nothing

I have been astoinihsed to learn today of an incredible anti-service stance by this company. They have the most anti-service policy i have ever seen, namely they do not allow a customer to post more than one review after their initail posting per company (NOT PER ORDER, BUT FOR MULTIPLE ORDERS RECIEVED OVER TIME)

If Trustpilot is set up to encourage good service from customers how they can expect a business to grow when only 1 review per person is ever accepted. There is not an inifinite amount of customers in the world. And those of us in niche markets have a smaller pool of potential customers to start with.
Not all business are Amazon Mr Trustpilot

And what of receiving a bad review?. You take it on the chin, you do better moving forward and that customer gives you another chance with a fresh order, an order you service well but he never gets asked for how the service was as Trustpilot wont send a review request because he/she has orderded once before form that company.

If a customer is allowed to review every time they place an order surely that provides just as accurate an unbiased report on the company? The customer has to place an order every time so what is the difference between a new customer and an existing one.?
They both get the same level of service.

B, Peter Lyster y Andy considera esta opinion muy útil

viernes, 22 de marzo de 2013

Respuesta de Trustpilot

Hello,

Thanks for your feedback.

You are right that each user only can post one review about each company. However, a user can update the review at any time so it includes the latest experiences with the company. Some companies improve over time, others are doing worse. By having just one review per customer and encouraging repeating customers to update it, consumers will get the most accurate picture of the company's current level of service.

On your company profile, you can setup notifications to receive an email whenever a customer has updated a review.

I hope this explains things better.

Best regards,
Joakim Ditlev
Trustpilot

Trust without knowledge is not trust at all!

The problem with Trustpilot is that they are not party to any of the transactions for which they host reviews.

These days a lot of payment solutions and online marketplaces have intergrated review systems where the details and validity of the transactions can be checked and a much higher degree of trust can be ascertained. I'm thinking Google Checkout ratings, Ebay ratings, Amazon seller ratings.

All those sites have some knowledge of what actually went on. Trustpilot has none. It's just a message board.

Because of this fundamental lack of knoweldge the reviews are always going to be riddled with fakes, both positive and negative. The concept is flawed and the site will die as people start putting their trust in the payment solution and marketplace sites.

The revenue aim of Trustpilot appears to be to allow disgruntled customers to post bad reviews so as to encoruage businesses to pay for the right to defend themselves. This will only work for as long as Trustpilot is respected itself.

I would suggest that this time has passed already!

B, Sparky White y Peter Lyster considera esta opinion muy útil

jueves, 21 de marzo de 2013

Respuesta de Trustpilot

Hello,

Thanks for your review and for sharing your opinion.

Trustpilot is an independent and open review platform, where you and any other consumer can share and read experiences from the companies you buy from.

It sounds like you don't trust our model - I'm sorry to hear that.
We have lots of processes running that constantly scan for suspicious reviews based on a vast number of parameters. In addition, we have a team of community supporters handling all reported reviews as quickly as possible. Any consumer or company can report a review for not following our guidelines, and we will investigate the issue to find out if the review was written by a real customer.

We can not issue guarantees that all reviews are written by real users, but Trustpilot only makes sense if consumers can trust what they read. So it's our no. 1 priority to make sure that the quality of reviews keep their high level.

Usually, we hear from consumers that it's more trustworthy to read reviews on an independent review platform as opposed to hosting them at the merchants' site.

I hope this explains things better.

Best regards,
Joakim Ditlev
Trustpilot

Don't seem to care about spam

I'm a business user of trustpilot and have spent the past few days emailing trustpilot about a user who is using their system to promote his own website by writing fake reviews. The responses from trustpilot have not been very helpful and although they have suspended some of the fake reviews pending investigation they seem perfectly happy for the user to continue to write fake reviews. I've read some of the staff responses to trustpilots own reviews with respect to spam and fake reviews and I find it difficult to believe that they have any kind of system in place to combat these problems.
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Thank you for your response. Much like the email responses I had from trustpilot you're actually ignoring what I've said. The reviewer in question is still posting fake spam reviews. Those reviews have remained undetected by your systems despite me telling you that they were there five days ago. Is there any way for me to reduce the number of stars in my review of trustpilot to zero now that I've received your response?

B y Peter Lyster considera esta opinion muy útil

miércoles, 20 de marzo de 2013

Respuesta de Trustpilot

Hi Michael,

Thanks for taking time to review us.

I am sorry to hear, that you don´t believe we have any system for investigating fake reviews. Making sure that consumers can trust the reviews they read is our no 1. priority.

Trustpilot is an open review platform, where any consumer can post a review about any company they have bought from. Any consumer or company can report a review if they think it violates our review guidelines.

I can see that the review has been reported and we are now waiting for the reviewer to provide us with a proof of purchase. In case we are not provided with sufficient documentation, the review will not be put back online.

If you have any further questions you are always welcome to contact us at support@trustpilot.com


Best regards
Ghazaleh Mobkie
Trustpilot

allows in a lot of fake reviews

seems like there aren't any checks in place to stop companies posting reviews about themselves. It's the internet guys - guess you can't trust anybody :D

UPDATE: my perfectly legitimate review of WAE+ - which wasn't positive though I submitted using a completely legitimate order number - has just been taken down by trustpilot. Worse still, I wasn't even sent an email to inform me of the fact. I wonder why??? :D

B, Alex James, Colin McMeckan, Ashley Smith, Peter Lyster y Simon considera esta opinion muy útil

lunes, 11 de marzo de 2013

Respuesta de Trustpilot

Hello Cap,

Thanks for your feedback.

I'm sorry to hear that you don't trust us. Making sure that consumers can trust the reviews they read is our no 1. priority. As a result we dedicate a lot of resources in this area.

Trustpilot is an open review platform, where any consumer can post a review about any company they bought from. We have a lot of processes running that constantly scan for suspicious reviews based on a vast number of parameters. In addition, we have a team of community supporters handling all reported reviews as quickly as possible.

Any consumer or company can report a review if they think it violates our review guidelines. It seems like your review was reported without any legitimate reason, and now it's public available again.

You can read more about how we ensure the quality of the reviews here:
http://blog.trustpilot.com/ensures-review-quality/

Regards,
Joakim Ditlev
Trustpilot

Obviously a fake review site

After seeing my genuine negative review being swamped with obvious fake ones I can only come to the conclusion that Trustpilot is more interested in pandering to their real customers (the companies that pay them to boost their image) than in providing unbiased reviews. Case in point (Notice how all the 5-star reviews is confirmed in only a couple of minutes while my negative review has not yet been confirmed after 17 hours):
http://i46.tinypic.com/3506p1k.jpg

B, Cap Dawgson, Ashley Smith y george considera esta opinion muy útil

lunes, 04 de marzo de 2013

Respuesta de Trustpilot

Hi Kristofer,

You review is online, maybe you just couldn't find it? Scroll down or check under your own profile to see which reviews you have written: http://www.trustpilot.com/users/3309185
The said company gets many reviews because it is actively collecting reviews from all its customers. If you have trouble to see your own review, please let us know and write to support(at)trustpilot(dot)com . Thank you.

Bertrand Carton
Trustpilot

Always siding with companies

From my experience, TrustPilot is geared to allowing companies to make false positive reviews and easily contest negative ones. Not a review site to be trusted. I doubt this comment will survive long given their editorial policies.

B, Kristofer, Alex James, Cap Dawgson, Ozzy Suffering Succotash Pimborough, Ashley Smith, george y Peter Lyster considera esta opinion muy útil

viernes, 22 de febrero de 2013

Respuesta de Trustpilot

Hello

Thanks for your review.

I'm sorry to hear that you don't trust us. Based on your review I can't read what you have experienced that made you draw this conclusion.

Making sure that consumers can trust the reviews they read is our no 1. priority. As a result we dedicate a lot of resources in this area.

We have lots of processes running that constantly scan for suspicious reviews based on a vast number of parameters. In addition, we have a team of community supporters handling all reported reviews as quickly as possible.

If you want to read more about our work to overall ensure review quality, I suggest you read this blog post:
http://blog.trustpilot.com/ensures-review-quality/

Regards,
Joakim Ditlev
Trustpilot

Unfair trustpilot

I gave trustpilot an honest review of "gregnicholson golf" a company whose service was so bad they didnt even send an invoice for the wrong items sent.
Ironically Trustpilot removed my review because I couldnt produce the invoice that WAS`NT sent.
Trustpilot pointlessly wasted my time.

B, Cap Dawgson y Peter Lyster considera esta opinion muy útil

miércoles, 20 de febrero de 2013

Respuesta de Trustpilot

Hi Tom,

Thanks for your review.

It sounds like an unfortunate situation, but we are pretty strict here. A review must be written by a customer and we need some kind of proof that a purchase has happened, before we can restore your review. By doing so we increase the overall quality of the reviews you read here on Trustpilot and we can also deal with malicious reviews written by competitors, etc.

If you can provide us with another proof of purchase, we are happy to look into your review again.

Thanks,
Joakim Ditlev
Trustpilot

Obviously Rigged Results to downgrade businesses and panic them into paying

I don't know how your scoring matrix works, you would assume since you rate out of 5 and score out of ten the score is double your average rating? It is not; a 4 star review will undermine your overall score!

From a customer stand point 4 out of 5 is probably what you would award a company that say offered 3-5 day delivery and received the parcel on day 4 or 5. Awarding 5 stars for delivery on or before day 3 for example.

To a customer a score of 4 is them thinking giving a fair review for fair treatment.....wish we could get the same from Trustpilot.

B, Tom Feeney, Cap Dawgson, Peter Lyster y Andy considera esta opinion muy útil

miércoles, 20 de febrero de 2013

Respuesta de Trustpilot

Hi,

Thanks for your review. Please let me explain a bit about, how the calculation of the overall score - also known as the TrustScore - works.

Whenever you look up a domain on Trustpilot with no reviews, you will see the evaluation “Good”. This is because all companies have a start rating of 7.0. Most companies deliver satisfying customer experiences, so that’s why we believe 7 is a fair starting point.

Whether a 4 star review will add or subtract from the overall score depends on various factors. The most important is how many reviews the company already have. If it's their first review, a 4 star rating will increase the score slightly.

The TrustScore is a weighted average that takes the wisdom of the crowd and concentrates it into a single number. The more reviews a company has the more certain the score is.

You can read more about calculation of the TrustScore on our blog:
http://blog.trustpilot.com/review-ranking-system/

Regards,
Joakim Ditlev
Trustpilot

A bad business decision?

It comes to something when you wonder if using Trustpilot was the worst business decision we ever made.
We used to be a 5 star company on Ratepoint. We moved to Trustpilot when Ratepoint closed.
Today we're in a position, once again, where a competitor or malicious person, has reported our company reviews. The last time this happened, Trustpilot removed a hundred reviews or so and crippled our score. This has happened to other companies. Clearly this is a huge problem, given the high ranking of Trustpilot on Google and integration in our store for all to see. Customers thought terrible things were going on.
Last time, we called Trustpilot; three times they attempted to connect the call to an advisor- and each time we were cut off. Whenever we contacted by email, we were given a blunt response and told not to contact them again about this issue.
No matter, we'll keep paying for, and using the service.
The advice was to ask our customers to contact Trustpilot and have their reviews re-instated. Really? We don't have time, for one, to do this. Second we had no log of who had reviewed, because they had been removed from the account completely.
We haven't even been able to achieve a proper integration with Trustpilot to send review requests and have had to rely on posting links in our emails and on paperwork. A lot of hard effort to attract reviews (and it's more difficult to attract good reviews than bad ones); and they were all removed.
We're in that position again where our reviews have been reported. As I say; last time, it resulted in an over zealous weeding of our account which cleared everything in its path; the worst weeding job ever...We are a smaller niche company and we really rely on our good feedback. We try to offer the best possible, personable service, in the hope that some people will share their experiences online. A lot of effort to then have this reversed, and the risk of looking poor, and even fraudulent, frankly, in the eyes of the consumer world
We wish we'd never got sucked into this mess; maybe we should have just uploaded testimonials onto our site instead. Trustpilot hold all the aces now. If your rating falls, you have no choice but to continue to pay for the service in order to do 'damage control' and use their tools in order to attract more feedback.
Incidentally; we have found there is no mediation whatsoever in the event of bad reviews. Fine, I understand companies will report bad reviews- people feel offended or that a review is 'unfair'...but there are times when that really is true.
And lets not be naive; companies do not behave ethically to one another. In the world of business it's conceivable a competitor will use your service, and it's perfectly plausible for them to gain an order ID and post untruths online. Say, non-delivery. If, as a company, you have proof to the contrary, it should be possible to provide evidence and defend the rating (not just in the public forum as a comment). If Trustpilot doesn't mediate properly, it opens up the system to massive abuse. It penalizes honest companies while, oddly enough, there are companies not attracting these reviews (non-delivery, etc) which seems odd...in over 1000 reviews to have not received a single bad one? I'll leave the public to make what they will of 'perfect' scores. We've seen profiles with reviews that sometimes don't even match the business of the company! These are the companies that need investigating.
It seems if you're the first one to 'report' another company and go the extra mile to attempt to block them, that company will remain on Trustpilot's radar. We're an ethical company, so although it's possible to do the same to another business, we probably wouldn't. We just hope that our skeptical view of some of these other companies' perfect scores is shared by an intelligent consumer.
We'll wait and see what happens today. It's quite possible we'll be having to email all our customers tonight to apologise that their reviews have been taken off.

*UPDATE* While we appreciate the comments below, and Trustpilot support DID re-instate our reviews, they have also told us we shouldn't report reviews any longer. Even if there is a blatant abuse of the platform, they don't seem to want to know.
We reported a couple of reviews in line with Trustpilot's Terms. They say that it is possible to submit documentary evidence to support a claim. However at no time have they ever requested this information. When we recently sent it through, they asked us to report the review first. They don't seem to want to look into anything. This leaves the platform open to massive abuse- which is bad for both consumers and businesses. See my earlier comments regarding planted, 'fake' reviews. (Negative ones- not positive. I don't believe people who think Trustpilot make up reviews for companies. But I do believe the system is open to abuse.
There is a lot of talk of this- but given the investment and aims to be THE review platform, it must be addressed going forward.)

B, Tom Feeney y Peter Lyster considera esta opinion muy útil

miércoles, 20 de febrero de 2013

Respuesta de Trustpilot

Hi Alex,

Thanks for your review. I'm sorry that we havn't been able to respond quickly to this issue.

It happens that competitors or angry customers mass-report all positive reviews on a certain company profile and I assume that was what happened in your case as well. When that happens we consider it as abuse of the review platform and we issue a warning. We may proceed to banning the user if a warning doesn't help.

Please note that such reviews are just reported. We never remove reviews permanently without looking into the issue.

You are right that competitors could get order ID's to validate a malicious review. What we focus on is to ensure that reviewers are customers at the company they reviewed, but we don't look into who wrote the review. Key is that the review follows the guidelines.
If you think a review is subject to an attack from a competitor, you are most welcome to report the review, and we'll ask for a proof of purchase.

I hope this answers your questions and that your issue has been solved in the meantime. Feel free to reach out to support@trustpilot.com if you see signs of abuse in regards to your reviews.


Regards,
Joakim Ditlev
Trustpilot

Flawed matrix - not monitored - No understanding of business

Point 1 - Users who provide a 4 star GOOD review actually results in your overall score being DOWNGRADED. Matirx should be 4 stars neutral, 5 stars increases your score and 3,2,1 downgrades. Most users expect a decent business to provide a fast service. The days of next day delivery after despatch being a "wow" factor is over. All decent retailers can do this now and it is now expected. So to get a 5 star review based on user getting an item super quick is harder as we, as good retailers do this in our sleep.
Trustpilot should accept this and in some ways take some accolades for it, as they have helped true retailers raise the game but to punish the retailer with a reduction in score for being GOOD is stupid.

Point 2 - NO UNDERSTANDING OF BUSINESS
Trustpilot uses a system to allow retailers to request a review guideline and in the interim period not show the review.
THIS IS FLAWED beyond belief.
a.) IF THE REVIEW has the slightest mention of a service complaint, the review stands, even if it is illegal or just wrong.
We have exmaples , albeit few, of low reviews for products we do not or have ever sold..
How does this end up on Trustpilot?
In our case we did supply the reviewer with goods, but the user obvoulsy ordered something else from elsewhere and got mixed up. No problem we thought., We submitted the review for evaluation and explained that we do not sell that product and suggested the above scenario. They came straight back and said the user provided an order number and the review stands.
Well he would have had one from us, and one form the other supplier.
But there is NO COMMON SENSE in Trustpilot. There lack of business understanding means they cannot get their heads around what can sometimes happen in business.

B considera esta opinion muy útil

lunes, 11 de febrero de 2013

Respuesta de Trustpilot

Hi Andrew,

Thanks for your feedback.

A general answer to your 3 points is that Trustpilot is a user-driven community, where consumers can review a company as long as they have a buying experience to share. The actual content in the review is the reviewer's perception of the experience with the business.
If you feel the information in the review is not right, I'd recommend to write a public answer on behalf of your company. By doing so other consumers doing online research can see both sides of the story.

It seems like you are well aware of our review guidelines and how reviews can be reported. Besides from investigating reviews for possible infringement of the guidelines we also have lots of processes running that constantly scan for suspicious reviews based on a vast number of parameters. You can read more about it here:
http://blog.trustpilot.com/ensures-review-quality/

A comment to the scoring and how users rate: First of all, a rating is a personal evaluation from each customer. It may not always be fair, but some companies use this as an opportunity to get in touch with all their customers to learn how their level of service can move from "good" to "outstanding".
If you have a very high average rating it is possible that a 4-star rating can lower the overall rating slightly. Another explanation can be that reviews loose value over time. You can read more about calculation of the scoring algorithm here:
http://blog.trustpilot.com/review-ranking-system/

I hope the answers are useful.


Regards,
Joakim Ditlev
Trustpilot

so promising but a little lacking in execution

So I only have 1 hour's experience of Trust Pilot but my first impressions are:
1.Very much dislike having to log in with facebook - have some alternative idea's on how to tackle the issue's of 'real' reviewers- other than forcing facebook on users.
2. Nice fluid website
3. Easy to leave reviews- I would prefer 10 point option rather than 5.. especially since you collate the data into 'out of 10' format.
4. Biggest gripe is the lack of grouping similar companies and lack of specifics in searching. I tried to compare mobile service providers- preferably the big 5, it was very difficult. Also the fact that you don't aggregate reviews/take into account number of reviews as opposed to making somebody with 3 (5 star) reviews is higher than someone with 10,000 4/5 star reviews. It means you have to trawl through nobody's or small businesses who's mates are just rating them, as opposed to the real players or likely companies users are looking for.
I like the interface, I think there are massive opportunities for this company and can see a lot of interesting revenue streams while keeping users happy. It will be interesting to see if the bosses employ the same strategy as I would. I would love to see what their model is and maybe these guys would be a sweet investment. Right now its a 6/10 from me.

martes, 05 de febrero de 2013

Respuesta de Trustpilot

HI John and thanks for your review and feedback, we appreciate it.
1. We are aware that not everybody is fond of the Facebook login. Facebook is used to ensure more profiles from real customers while reducing the number of anonymous reviews. We recognize that Facebook is not the perfect solution for that, but it's a step in the right direction and we're looking into other options for social validation when creating user profiles.
2. Thank you, you just made our designers and developers very happy :-)
3. Fair remark - we try to make it as easy as possible to leave a review, and the 1-5 stars is one of the most common ways to review a company, a product, a service or anything to that matter. We do have a TrustScore between 1 and 10 as it shows nuances between companies' ratings better.
4. We're constantly working to improve our solution; this includes making the categories more fluid and detailed so they reflect reality better. We expect to launch features similar to what you are describing in the near future, so it will be easier for end-users to compare and make smarter shopping decisions.
Thanks for all your remarks, they are very useful to us.
To conclude, we encourage you to follow Trustpilot on LinkedIn in order to get to know our company better. Find us here >> www.linkedin.com/company/trustpilot

Kind regards,
Bertrand Carton
Trustpilot

liars and charlatans

this is the worst review company you could come across.
i have tried leaving a review for tyreshopper.co.uk on at least 4 occasions. which is the worst company i have ever had the misfortune to deal with.
i paid for 3 tyres which i never got, and i have had to escalate it to a claim through pay pal to get my money back, and they have not even bothered to reply to this claim yet.
it is a disgusting service on their part and trust pilot is no better.
trying to leave a review for this company is like trying to climb a mountain with butter on your hands, impossible.
4 times i have tried, and every time it says invalid order number, well i have the order number and sent it to trust pilot, "ok sir now you can leave your review".
REALLY! NOW I KNOW WHY TYRESHOPPER HAS SUCH GOOD REVIEWS , YOU DON'T ALLOW BAD ONES DO YOU TRUST PILOT, it's a dishonest practice that your doing here and morally corrupt , you should be ashamed of yourselves.
bet you don't publish this neither , i will never ever use any place that you recommend again.

honkytonk, B, Laszlóné Homlok y Cap Dawgson considera esta opinion muy útil

martes, 05 de febrero de 2013

Respuesta de Trustpilot

Hi Crag,

Thanks for taking the time to leave us a review.
Update: We’ve now looked into the issue and I can confirm that we received your proof of purchase. We have sent you further information and an invitation to review via email. Please follow the instructions in the email.

I’m sorry about the trouble but I hope you will take a few minutes to write your review.

Kind regards,
Bertrand Carton
Trustpilot

Review removed.

I cannot see the point of a customer taking the time and effort to write a review, if it is removed.

I wrote a perfectly ok review about a company I had purchased a mattress from. The review was removed from Trust Pilot, despite the fact I had followed the terms and conditions.

My review was an honest an fair account of my experience. I became suspicious after noticing mostly on 4 or 5 star reviews were left. Another review below mine had also been removed.

K Redgate, Damon Trasatti, Dimitri Cornelis Hardorff y Laszlóné Homlok considera esta opinion muy útil

viernes, 25 de enero de 2013

Respuesta de Trustpilot

HI Wendy and thanks for taking the time to leave a review. I checked the review you wrote and it seems that the reason it has been removed is because you wrote a review about the product you bought instead of writing about the shop you bought it from. Trustpilot is a review sites for webshops and online companies providing services and is not a product review site. You can check our review guidelines here: http://www.trustpilot.co.uk/popups/evaluationguidelines.aspx
I encourage you to edit you review if you still would like to and write about the services received from the shop itself. We tolerate references to the product's quality only when it is relevant to the overall review.
Thanks for your understanding.

Kind regards,
Bertrand Carton
Trustpilot

Good service in general but improvements can definitely be made

We've recently started using Trustpilot as a paying business customer. The experience for customers reviewing our service is generally great, and easy to use, and it's been helpful for potential customers to be able to read previous customers' reviews of our company.

However, as a business customer I've been disappointed by a number of things:

- The business website is quite buggy and awkward (logging in etc is not very smooth and it's not clear what the default password is and how to change it)

- The pricing is not transparent, with only the basic plan having an a price shown on the website. I think it would be much better if all price plans were transparently shown on the website rather than having to have to direct contact with Trustpilot in order to receive a quote

- The pricing is generally too high for what should largely be an automated service. I imagine this is because Trustpilot are leaders in a new market, and that the price will come down over time as new competitors emerge

- It's very surprising and annoying that it's not possible to pay online on a monthly basis. The fact that prices are quoted on a monthly basis, but then billing is quarterly (and manual) is very odd. For an online company this could be much better.

- It's annoying and inefficient to be called by a salesperson after you sign up for a free trial. For this kind of business there is no need for direct contact with a human and I would rather Trustpilot spent their money on making a better automated online experience instead of hiring salespeople to bother me with calls I don't want or need

viernes, 25 de enero de 2013

Respuesta de Trustpilot

Hello Jamie,

Thanks for your constructive feedback. I'm happy to hear that our product works well for you, and your feedback is useful for us to identify areas we need to improve.

I shared your thoughts with our product team, who found the feedback really useful. Summing up, most of your feedback regards usability, pricing and internal processes. There's no quick fixes for any of those topics, so I won't give you a promise here and now about when and how we will improve things. But I can assure you that we'll work hard to make things better.

We believe our pricing is at the right level. On a general note: Whoever you do business you'll get the impression that prices are too high, if you are not fully satisfied with the level of service. I hope that we are able to show you that you get value for money over the next months.

Thanks again for your input. Highly appreciated!

Regards,
Joakim Ditlev
Trustpilot

Poor Customer Service

It's funny how this company is rated 56 out of 57 on its own website in the category online services, does this tell you something about the way you are operating??

Like others we have also had over 18 genuine reviews removed from our page, no warning, no chance to look into it ourselves, just an email saying they have been deleted.

All reviews are genuine (as far as we are aware) and have a corresponding order number which we could have looked into our end. Getting reviews from customers is hard work and to have them deleted without warning is disgusting, and we pay £70 per month for this too!!!

Given up emailing and phoning now, my so called accounts manager who said they would always be on hand when I signed up with them seems to have vanished, funny that!!

EDIT: I have just received a call today and 14 of my reviews have been re-instated, as a result I have amended my rating of the company accordingly.

B y Laszlóné Homlok considera esta opinion muy útil

viernes, 25 de enero de 2013

Respuesta de Trustpilot

Dear Damon,

Thank you for reviewing Trustpilot.

Like every other company Trustpilot aims for a high trust score, and we appreciate all feedback that can help us improve our product and service.

The purpose of Trustpilot is to create a platform where consumers can share their buying experiences in order to provide an informative and accurate description of the reviewed company's service.

In order to make sure that the reviews on Trustpilot are written in relation to actual and verifiable experiences with the reviewed company, and in order to sustain the user's trust in Trustpilot, we are continuously investigating reviews published on Trustpilot. Such investigations are carried out through an automatic process.

For the sake of good order and with reference to our terms and conditions, I note that Trustpilot is at any time entitled to delete reviews. However, we are very reluctant to delete reviews, and we rarely do so. We only delete reviews that our automated process deems fabricated, are written by an unverifiable user, are in conflict with our guidelines or similar.

You can read more about our guidelines here:
http://www.trustpilot.co.uk/popups/evaluationguidelines.aspx

If you have any further questions you are always welcome to contact us at support@trustpilot.com

Best regards
Ghazaleh Mobkie,
Trustpilot

Terrible idea, poorly executed.

Trustpilot are the least transparent business I can think of. They charge ludicrous fees to the company to be able to "vet" their reviews, although they won't remove them, but you have to pay to reply to the person involved.

All large companies can afford to pay to use Trustpilot, so they have excellent reviews. Smaller companies cannot, so they have poor reviews, is the general rule. And nobody shares positive experiences (only negatives) so large companies have the numbers - if they get 1 in every 100 customers to write a review then it works for them, but smaller companies don't have anywhere near as many customers so it distorts the review process. The only reason some companies have "glowing" reviews is because they use Trustpilot's little script that invites users to leave feedback immediately after the purchase - i.e. before any problems can exist (failed delivery, broken stock, etc). Is is quite laughable if people think a company can have 10,000 genuine 5/5 reviews - they are reviewing the order process only ! ("Yes. they did take my money, excellent service 5/5")

Then there's the Facebook thing, I won't even bother repeating what others have said here about it, as clearly Trustpilot don't give a damn about user opinion as they have failed to do anything about it. Very ironic!

Laszlóné Homlok y Cap Dawgson considera esta opinion muy útil

jueves, 24 de enero de 2013

Respuesta de Trustpilot

Hi Kieran,

Thanks for your feedback.

I'm afraid you misunderstood, how Trustpilot works for businesses. Any company - regardless of its size - can claim a company profile for free. That allows them to respond to reviews, report reviews that violates our guidelines among other features.
Companies paying for our premium services get access to more options. Among the most used is the Automatic Feedback Service that companies use to send out email invitations to their most recent customers x days after they completed an order. Most businesses choose a delay of around a week to make sure that the goods has been delivered. If they asked for a review right after the purchase, their customer would be confused.

Facebook is used to ensure more profiles from real customers while reducing the number of anonymous reviews. We recognize that Facebook is not the perfect solution for that, but its a step in the right direction and we're looking into other options for social validation when creating user profiles.

Regards,
Joakim Ditlev
Trustpilot

Absolute Joke!

Deleted all of our companies reviews without any warning. We have now gone from being number 2 in our catagory to not even on the list. Absolutely disgusting service and we will not be using trustpilot anymore.

All of our reviews were left by genuine customers, all verified with order numbers and have been fairly lengthy reviews - not typical one liners that fake reviews have, so I do not understand why trustpilot would do this without any consultation beforehand.

We actually started using trustpilot after recommendations from a number of friends, however, we will now be recommending to our friends and customers to never touch TrustPilot.

Laszlóné Homlok, Kieran Flanagan y Cap Dawgson considera esta opinion muy útil

miércoles, 23 de enero de 2013

Respuesta de Trustpilot

Dear Gareth,

Thank you for reviewing Trustpilot.

The purpose of Trustpilot is to create a platform where consumers can share their buying experiences in order to provide an informative and accurate description of the reviewed company's service.

In order to make sure that the reviews on Trustpilot are written in relation to actual and verifiable experiences with the reviewed company, and in order to sustain the user's trust in Trustpilot, we are continuously investigating reviews published on Trustpilot. Such investigations are carried out through an automatic process.

For the sake of good order and with reference to our terms and conditions, I note that Trustpilot is at any time entitled to delete reviews. However, we are very reluctant to delete reviews, and we rarely do so. We only delete reviews that our automated process deems fabricated, are written by an unverifiable user, are in conflict with our guidelines or similar.

You can read more about our guidelines here:
http://www.trustpilot.co.uk/popups/evaluationguidelines.aspx


Best regards
Ghazaleh Mobkie,
Trustpilot

Terrible

Trustpilot Guidelines:

"A review can be edited if: There is documentation that parts of the review are deliberate misrepresentations of the actual course of events. "

After providing 4 pieces of documentation to show that a review is a deliberate misrepresentation of events, Trustpilot go against their own guidelines and will not edit the review to be truthful.

Any reply will probably talk about their deletion policy.. because I'm right that they should edit it. I'm asking that it be edited based on their own guidelines. Even so, it's possible to determine who is right because of the previously mentioned documentation.

B, Laszlóné Homlok, Kieran Flanagan y Cap Dawgson considera esta opinion muy útil

jueves, 17 de enero de 2013

Respuesta de Trustpilot

Hi Rachael,

Thank you for your review.

It is true that our old guidelines stated that the review could be edited if there was documentation to show that the review was a deliberate misrepresentation of events. However we found that it is practically impossible to prove who is right in these cases.
Trustpilot is not in a position to act as a legal entity and therefore we have changed our guidelines.

In cases where you should not agree with the content of the review, we always recommend companies to contact the reviewer, by either leaving a comment on the review through their B2B account, or by contacting the customer directly. We have experienced that if the company pro-actively deals with the review, many times the issues get resolved that way, and the reviewer is open to changing the review.
I can only warmly recommend it in this case as well.

You can read more about our updated guidelines here: http://www.trustpilot.co.uk/popups/evaluationguidelines.aspx

Best regards
Ghazaleh Mobkie
Trustpilot

Facebook Only... Poor decision executives

What are you thinking, making it FACEBOOK ONLY to post reviews on your site. You are Leonardo DiCapro standing at the bow of the titanic. Read the analyst reports. What are you thinking? You can't seriously believe that making it facebook only adds any form of credibility or reliability to those signing up. As is WIDELY reported in the media, a large proportion of people who sign-up to facebook use fake accounts to hide their identity. Very very poor and short-sighted executive decision making. Bad move.
Yours sincerely,
Pret Endperson (real name, of course! Because I signed up with Facebook right?)
P.s. - Just in case you delete it: http://i.imgur.com/AQt5d.png

Mads Thomsen, B, Kieran Flanagan y Cap Dawgson considera esta opinion muy útil

lunes, 07 de enero de 2013

Respuesta de Trustpilot

Hi,

Thanks for your feedback.

You are right that not everyone is in favor of using Facebook. However, having validation of user profiles via Facebook drives Trustpilot in the right direction when it comes to:
- Ensuring that more reviews are written by real customers with real names.
- Less reviews are written anonymously, which improves the trustworthiness of the review portal.

We are looking into other options for social validation. How that will work and when it will be live is too early to tell.

Regards,
Joakim Ditlev
Trustpilot

Facebook ONLY for Comments Even when Logged in with email

Come on Trustpilot,
Here I am logged in, and writing a comment, but unable to post it unless I have a Facebook account.

I don't and never will have a FACEBOOK account.

Don't force people away because of this. If your logged in you should be able to comment.

Mads Thomsen, B y Pret Endperson considera esta opinion muy útil

lunes, 07 de enero de 2013

Respuesta de Trustpilot

Hi Tristan,

Thanks for your feedback.

We do acknowledge that not everyone is in favor of using Facebook, but we think this comments system has some clear benefits.

Back in September 2012 we updated the review comments system to the current one. We wanted to drive more engagement from consumers, while reducing aggressive or spamming comments. Overall, these expectations have been met with the new comments system. You can read more about it on our blog:
http://blog.trustpilot.com/review-comments/

Making it possible to leave a comment with your Trustpilot profile only is a good idea. I think our development team is already aware of it, but I forwarded the idea again just in case.

Regards,
Joakim Ditlev
Trustpilot

Sign in with FB only

I rate this low because even after searching for a long time and even after I found the button to sign in by email, the only possibility to sign in still was facebook. And I just don't like facebook or other social networks. And also I don't like that e-v-e-r-y-t-h-i-n-g has to be connected today, it's like your google is actually connected to your youtube videos and your facebook is connected to your whatever.
Your entire life is connected on the internet.... Sorry!?

Mads Thomsen, B y Kieran Flanagan considera esta opinion muy útil

viernes, 04 de enero de 2013

Respuesta de Trustpilot

Hi Anja,

Thanks for your feedback.

Your point is taken and we are aware that not everyone is in favor of Facebook. However, we believe that validating user profiles via Facebook is a move in the right direction to ensure that reviews are written by real customers with real names.
We are looking into additional options to validate that user profiles are real. It's too early to say something about how this will work and when it will be available.

Regards,
Joakim Ditlev
Trustpilot