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Why we take a neutral stance in factual disputes

Sometimes a company and a reviewer disagree about the course of events relating to a buying or service experience.

For example: A reviewer writes a review on Trustpilot that states that the product they ordered was delivered late. The company disagrees and claims that the product was delivered on time.

We take a neutral stance

In these situations, we don't see ourselves as in a position to determine who's right or wrong, or which set of facts is correct. We don't have the same resources as a court of law. Rather, Trustpilot is a community that facilitates dialogue between companies and consumers. Therefore, we don't have any other option than to take a neutral stance.

If a business disagrees with one of its customers over the course of events, instead of looking to have that review amended or removed, we recommend that the company writes a reply to the review and tells their side of the story in a friendly tone.

Trustpilot users that read the review and the company's reply will be able to see both sides of the story, and gain a more objective overview of the facts. This allows them to make up their own minds about how much weight they should give to the review in question.

Companies can turn it into an opportunity

Also, it is our experience that companies that respond well to negative feedback on Trustpilot can turn a bad review into a positive opportunity to resolve an outstanding issue and/or even build their reputation.

If companies engage with customers in a constructive way and show that they are a genuine business that cares about their customers, this often leaves Trustpilot users with a good impression. On this point, we also note that Trustpilot reviewers are able to change their reviews at any time to reflect a changed opinion of a company.

If you have any questions, please don't hesitate to contact our Compliance Team at compliance@trustpilot.com.

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