Trustpilot review problem

[Steve Jones2]

I created a trustpilot listing for my business a few years ago.

I am getting many good reviews from my customers (as well as the occasional bad one!).My rating is currently "Excellent".
I've received an email from Truspilot to say they are intending to delete many or all of my reviews.They claim some sort of integrity violation.
Given my reviews are all genuine, I don't know what they are talking about.
I've just spoken to them, and told them f they take down any of my hard-won good reviews, I want my whole profile removed.They said they can't take down the whole profile. This is clearly nonsense.

My question is, what can I do if they remove any or all of my good reviews, and only leave the bad ones? This would clearly impact my business in a major way, as most of my new business is acquired through my excellent ranking.

I am considering employing a solicitor to write to Trustpilot, insisting they take down the profile, as I fear they will continue removing all new good reviews in the future. If they refuse, I will sue them for substantial damages for negatively affecting my business.

 

[fisicx]

You aren’t the first to face the trustpilot algorithms. Not really a lot you can do about it. It’s possible a competitor has flagged the review which has trigged the email.

 

[WaveJumper]

What does it say about this in your T&Cs with them

 

[AllUpHere]

This is how their business works. They let you have enough for free to make it useful, then completely ruin it for you unless you pay. What they are doing to you now is basically their sales pitch. On the bright side, if you pay you can do whatever you like, including removing bad reviews.
The fact they use the word trust in their business name is the absolute best demonstration of irony I've ever seen.

 

[fisicx]

A bit like Checkatrade and Trustedtrader. They will list anyone as long as they pay. I've seen the most appalling local cowboys on these sites with glowing reviews all written by their mates.

 

[NickGrogan]

I created a trustpilot listing for my business a few years ago.

I am getting many good reviews from my customers (as well as the occasional bad one!).My rating is currently "Excellent".
I've received an email from Truspilot to say they are intending to delete many or all of my reviews.They claim some sort of integrity violation.
Given my reviews are all genuine, I don't know what they are talking about.
I've just spoken to them, and told them f they take down any of my hard-won good reviews, I want my whole profile removed.They said they can't take down the whole profile. This is clearly nonsense.

My question is, what can I do if they remove any or all of my good reviews, and only leave the bad ones? This would clearly impact my business in a major way, as most of my new business is acquired through my excellent ranking.

I am considering employing a solicitor to write to Trustpilot, insisting they take down the profile, as I fear they will continue removing all new good reviews in the future. If they refuse, I will sue them for substantial damages for negatively affecting my business.

Has anyone successfully sued them? I doubt it.

 

[Fagin2021]

Has anyone successfully sued them? I doubt it.

What would you sue them for ?

 

[NickGrogan]

I am considering employing a solicitor to write to Trustpilot, insisting they take down the profile, as I fear they will continue removing all new good reviews in the future. If they refuse, I will sue them for substantial damages for negatively affecting my business.

@Steve Jones2 seems to want to sue them.

 

[OldWelshGuy]

As AUH stated this is their business model, they lure you in, then threaten to remove reviews bringing down your 'trust' <Fnaaarrr> unless you pay them. It's essentially extortion on a legal basis.

 

[Fagin2021]

@Steve Jones2 seems to want to sue them.

I sympathise with his situation. The whole 'review site' thing is a cesspool of fake reviews and manipulation.

However, he has to deal with reality before he starts talking about suing. First off - you can't remove a 'free' business profile on Trustpilot. It's automatically created when someone leaves a review.

Next, if he still has access to his 'good' reviews it's sensible to make sure that they haven't unintentionally breached Trustpilot guidelines (which can be found on the Trustpilot site). It's quite easy to do so without meaning to. If they have breached the guidelines and have been flagged and removed, there's nothing to be gained by complaining.

Next, if he still has access to his 'bad' reviews it's sensible to make sure that they haven't breached Trustpilot guidelines. If they have, he can flag them for consideration by the compliance team.

Finally, you can be quite sure that Trustpilot have covered their butt when it comes to being sued by disgruntled businesses - whether justified or not.

If I ruled the world, things would be different. Trustpilot would join the queue waiting for the executioner (but far behind manufacturers of wood screws with soft metal heads).

 

[Guy Incognito]

I'd love to know the evidence behind the claim that "if you pay, you can remove bad reviews" - this is categorically not the case.

We have an "Excellent" rating but, like any business, get the odd bad review, most of which are an opportunity to learn from. We've had people leave multiple negative reviews about the same order, use the word "scam" and Trustpilot refuse to remove them.

 

[clould]

Can you change the details of your TP profile so it is no longer linked to your business?

 

[IanSuth]

Are you sure it was Trustpilot who rang re the removal of reviews - there have been some scams going around with people trying to obtain payment to stop removal of reviews when they are actually nothing to do with the site in question at all.

I actually had to deal with Yell last week as i started getting calls for a beauty parlour on one of my works numbers - turns out a beauty parlour in Bradford had my number before me but gave it up Mar last year and it was reissued after 6 mths. They hadnt changed their free listings on Yell etc so with the easing of lockdowns lots of people wanted me to do their eyebrows. Yess were very diligent in double checking everything (finding a second contact point for the prior owner etc) before they would change the listing to remove my number) I even got a thank you call from the prior owner. I think some listing sites are in between a rock and hard place in trying to ensure fair reviews and listings without fake negative or positive bias

 

[Maxwell83]

Finally, you can be quite sure that Trustpilot have covered their butt when it comes to being sued by disgruntled businesses - whether justified or not.

(Genuine) question - if the bad reviews are on a 'free' page created by TP, without the business actually being involved, then the business is not subject to the TP T&C's. If that's the case, does a business then not have the option of suing TP for libel if found that the negative reviews are false?

 

[IWW Limited]

Are they invited reviews or organic reviews?

 

[Fagin2021]

(Genuine) question - if the bad reviews are on a 'free' page created by TP, without the business actually being involved, then the business is not subject to the TP T&C's. If that's the case, does a business then not have the option of suing TP for libel if found that the negative reviews are false?

I think you are talking about defamation - which is different, even if the negative reviews are false. Normally, you can only bring a defamation case against the review poster - not against the publisher (TP). There are exceptions to this - where the publisher can become liable for defamation, but only when they fail to comply with some laid-down procedures.

 

[Mr D]

What would you sue them for ?

Money appears popular as a reward for suing.

 

[Fagin2021]

Money appears popular as a reward for suing.

Let me re-phrase that...

On what grounds would you sue them ?

 

[alan1302]

Money appears popular as a reward for suing.

If you have nothing useful to say then why say it?

 

[ctrlbrk]

I created a trustpilot listing for my business a few years ago.

I am getting many good reviews from my customers (as well as the occasional bad one!).My rating is currently "Excellent".
I've received an email from Truspilot to say they are intending to delete many or all of my reviews.They claim some sort of integrity violation.
Given my reviews are all genuine, I don't know what they are talking about.
I've just spoken to them, and told them f they take down any of my hard-won good reviews, I want my whole profile removed.They said they can't take down the whole profile. This is clearly nonsense.

My question is, what can I do if they remove any or all of my good reviews, and only leave the bad ones? This would clearly impact my business in a major way, as most of my new business is acquired through my excellent ranking.

I am considering employing a solicitor to write to Trustpilot, insisting they take down the profile, as I fear they will continue removing all new good reviews in the future. If they refuse, I will sue them for substantial damages for negatively affecting my business.

Have you questioned Trustpilot for their reasons? I.e. what do they mean, specifically, when they mention "integrity violation"?

If you have, what was their response?

 

[JEREMY HAWKE]

The problem I have with TP is the fact they don't really have a package for businesses with fewer online transactions.
Most of our business is B2B but we do have a good amount of online sales for an independent courier company but this only results in 2 or 3 reviews a month.
I know they are in business to make money but I'm sure if they put a reasonable package together for users with less TP traffic they would make more money