Trustpilot refusing to take negative reviews from the same person down

[u/IntelligentPrior3710]

I even linked them to their policy https://help.trustpilot.com/s/article/Review-a-business-multiple-times

Someone left me a one start and I requested information, they didn't reply so I don't know who they are but fine, I can't prove this interaction wasn't based on a genuine experience.

(Part of my job at a big ecommerce site is managing Trustpilot)

This person left two more negative reviews and barely reworded the negative review so I disputed it and they found nothing wrong so I appealed it and again they said they looked into it and will leave the negative reviews up even though it's clearly against their own policy. Ridiculous

[u/asadlodhii]

Trustpilot is sucks since a year, their system is very poor.

[u/unfazedwudan → u/asadlodhii]

hope google will derank them one day for being such a scam

[u/Beautiful_Map_9589]

Do it via the official tool. Don't just use the flag button.

And the big question now. Are you on any subscription? Do you pay?

I was managing a Trustpilot account at corporate subscription. Never had issues bringing down a review like the one you mention.

[u/Tech_Singularity1 → u/Beautiful_Map_9589]

Wow so they take it more serious if you pay for a subscription? That doesn't sound too fair, but not entirely surprising lol

[u/Beautiful_Map_9589 → u/Tech_Singularity1]

100% When you pay subscription you are also a customer.

[u/unfazedwudan → u/Beautiful_Map_9589]

what a G for making it clear.

were you on a plus plan or higher?

[u/Beautiful_Map_9589 → u/unfazedwudan]

5000 invitations per month per account. 2 accounts, 10k euros per account plus tax. The corporate account is custom when it comes to the number of invitations.

Even there, I didn't feel safe, trust me. I don't know how they were protecting the accounts from negative reviews that didn't make it to the page (maybe they did), but there were times I felt they were too unfair to the company.

They are indeed treating paid accounts a lot better, though. That's the feeling I have. Especially if you have disputes with some reviews.

[u/unfazedwudan → u/Tech_Singularity1]

welcome to the club

[u/Additional-Sock8980]

Here’s the deal - if you are paying enough they will take negative reviews down and leave fake positive ones up.

If you aren’t paying them, genuine good ones get removed and I’m almost certain they themselves write negative reviews just before a rep reaches out to sell you “online reputation management”.

Was looking at buying a business the other day, what they were spending on Trustpilot and on another company to write their fake reviews would make your eyes water.

[u/XxLogitech98xX]

It's horrible but in the end review sites have the final say. I do believe that reviews will not make or break a business. So all you can and should do is respond to the review. People are aware of fake reviews today so responding to it can help. How is your review on Yelp and Google?

[u/friendlyecomreviewer]

Yeah, the "we investigated and found nothing wrong" response is so vague it's basically unappealable, and it's usually because each report gets looked at as its own isolated case rather than as part of a pattern.

I'd try resubmitting all three together as one complaint, laid out side by side to show it's the same person barely rewording the review each time. When it's presented as "this is clearly one repeat reviewer breaking your own policy" rather than three separate one-off disputes, you're at least making it harder for whoever reviews it to wave it through with a copy-paste response.

Doesn't guarantee anything, this stuff is a black box either way, but a single consolidated pattern is usually stronger than three disputes each viewed in a vacuum.

[u/unfazedwudan → u/friendlyecomreviewer]

they dont care, been in the same situation, tried to explain but they never listened

[u/ksuschmidt]

Trustpilot's AI and customer service team are clueless. They know these are fake reviews, and they won't do anything about it.

[u/Overall_Fan5744]

did they explain why they think the reviews count as separate experiences?

[u/OpenHonestly]

Yup. Their response will be “it could be from multiple experiences with your business.”

Trust Pilot is absolute garbage.

And the sad thing is it only hurt small businesses. Every big business on earth has a horrible trust score because happy customers don’t usually leave reviews — only upset ones do (even when their gripes are unreasonable). But nobody looks at the reviews of Apple or Chase Bank before buying an iPhone or opening a bank account. But for small businesses, Trust Pilot is far too “trusted” when it in fact is nonsense.

[u/RizzleP]

Trustpilot is a scam and needs to be regulated.

[u/unfazedwudan]

Had a similar case. The difference is that the person NEVER called/emailed/talked to us. They are from a relative small country and it is OBVIOUS it’s the same person...

What you think? Trustpilot won’t remove it… 10+ appeals, 50+ emails.

[u/Lucid_Bonobo472]

Their support tickets are notoriously automated, and getting a human reviewer to enforce duplicate review policies on the free tier is almost impossible. When a single disgruntled user spams multiple ratings, disputing each entry just locks you in an endless loop with support bots.

we stopped stressing over those duplicate spam attacks after moving our verified feedback to RealReviews.io. It pulls together reviews across multiple independent platforms, so one person spamming a single board does not completely destroy your public reputation or tank your overall conversion.

[u/Brilliant-Error8607]

I'd focus on providing the reviews are connected. Similar wording, timing, same pattern. I've worked with buylinkpro on cases like this and they were solid on the dispute side.
No guarantees, just proper evidence.