In the realm of online business reviews, Trustpilot stands as a giant, boasting of being a “free and open” platform where real users share genuine experiences. However, beneath this façade of transparency lies a darker reality—one marked by coercion, violations of their own terms, and a lack of accountability.
The journey into the quagmire of Trustpilot began for many companies involuntarily. As one business discovered in 2019, a single user’s 5-star review on Trustpilot catapulted them into a realm where they had little control over their online reputation. The promise of an open platform, driven by authentic user experiences, seemed noble in principle. Still, the inherent flaws in Trustpilot’s system became evident as the company faced pushy sales tactics and eventually outright extortion.
The central issue lies in the inability to escape Trustpilot once a business profile is added. While claiming the profile is an option, removing the company or its information from the platform becomes an impossibility. Trustpilot’s rationale for this is to safeguard genuine reviews, but what transpires when reviews are anything but genuine? Worse yet, what happens when Trustpilot accuses a company, wrongfully, of manipulating the system?
It’s a perplexing “catch 22.” Trustpilot’s terms stipulate that businesses must agree to them to use the platform. However, consent is revoked when an unverified review is submitted without the company’s approval or verification. To engage with reviews on Trustpilot, businesses are required to register and accept these terms.
Whether a business opts for Trustpilot’s free services or invests in their paid offerings, adherence to these terms becomes mandatory. The platform dictates that the agreement ensures clarity regarding legal rights and obligations. However, the lack of consent in being listed on their platform raises questions about the legitimacy of such agreements.
To emphasize the flaw in this setup, a test was conducted by posting a review for a fictitious company. The result was a glaring example of the system’s vulnerability. Any individual can publicly state anything on Trustpilot, and it becomes a permanent fixture on the platform. The problematic nature of this is evident when considering the potential harm caused by fake reviews, particularly for local businesses.
Imagine, instead of a “madeupcompany,” a fabricated review targets a local business. The review, regardless of its veracity, remains on Trustpilot indefinitely. While the affected business has the option to claim their profile and request an investigation, the damage is done. The mere existence of an unverified review on Trustpilot can tarnish a company’s reputation, and the burden of proof falls on the victimized business.
Trustpilot’s claim of being a trustworthy platform is further undermined by their unwillingness to address these fundamental issues. The lack of an escape route for businesses, coupled with the potential for unfounded accusations, raises concerns about the platform’s commitment to fairness and transparency.
In conclusion, Trustpilot’s promises of being “free and open” unravel when scrutinized. The involuntary listing of businesses, coupled with the inability to remove profiles, creates a system prone to exploitation. The onus should not solely be on businesses to navigate this challenging landscape; Trustpilot must reevaluate its practices to genuinely uphold the principles of trust, openness, and accountability it claims to champion
Leave a Reply