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Respond to a company's reply to your review

Companies can reply to reviews that you've posted on Trustpilot. If you want to continue the conversation, edit your original review.

To keep the Trustpilot platform as simple and easy to use as possible, there's no reply function for reviewers. This keeps reviews concise and readable, and makes it easy to browse the Trustpilot site.

Under some circumstances, you might want to address some of the points made by the company in their reply to you. To continue the conversation, you need to update your review.

Update your original review

To reply to the company's response, update your original review. It's best practice to add a new section of text at the top or bottom of their original review and mark it as an Update.

If you do this, clearly label the updated section of your review so that other people can easily follow the conversation between you and the company.

The Reply function allows companies to respond to all reviews, negative and positive. They also use it as a first step in starting a conversation between you and their company.

By keeping this function as simple as possible, we're trying to keep the Trustpilot site transparent and straightforward for both reviewers and businesses.

Comments

2 comments

  • Avatar

    With all my due respect, I think adding a new comment would make it much easier to communicate our opinion with the company we are reviewing. I think the company won't receive a notification on the edits we do. Also, replying the company by editing the original review might look irrelevant and scrambled for viewers to comprehend by not knowing the narrative sequence

  • Avatar

    Hi Richard,

    Thanks for taking the time to leave a comment. Companies automatically get notifications when a review is left on their profile and can also customise their notifications so they receive an alert when a review is updated. That being said, we’re always looking for ways to improve and I’ll make sure to pass this on to our product team.

    Kind regards,
    Beatrice
    Trustpilot Support

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