Please also remember that Trustpilot’s role is not to resolve disputes between reviewers and businesses. If you have an urgent problem, you should contact the company directly. Reviews are public, but that doesn’t guarantee that the reviewed company will see your feedback. Trustpilot is a platform that companies can access for free. If a company has claimed their profile on Trustpilot, there’s often information about that business on the right-hand side of the profile page that can help you check whether this is the business you’re intending to review. Check you’ve got the right domain name or companyĬheck that you’re posting your review in the right place. However, in some cases, it can make sense for users to later return and edit their review to reflect a more complete picture of their overall experience, or a changed opinion. We do allow companies to invite their customers to review them immediately after signing up. Feel free to update your review if neededĪn important feature on Trustpilot is that you can edit your review to reflect a changed opinion or a resolved problem, or write a new review if you have a new experience with the same company.įor sign-up services that continue over a period of time, you can edit your review as the relationship evolves to reflect the unfolding experience. This might also mean that the company in question will be more willing to engage with you to address the problem. Simply explain what took place and leave it to readers of your review to draw their own conclusions. If you’ve had a negative experience, instead of pointing an angry finger, a more credible approach is to adopt a calm, sober tone. This includes accusatory statements that are untrue or not yet proven to be true. At the extreme end, the law prohibits defamatory statements. Therefore, the same kinds of rules apply to customer reviews as to any kind of published opinion.įreedom of speech gives you the right to express yourself, but there’s a line between appropriate and inappropriate. But publishing a review online means it’s public. We don’t moderate or censor reviews before they’re posted because we trust that the majority of our users have good intentions. But adherence to privacy laws on Trustpilot is important, so we suggest keeping your review general, and writing directly to the company to praise or complain about specific employees. We understand that it can be tempting to highlight exceptionally good or poor customer service by naming the person who served you. He was polite and said I could get a refund but it's still poor value for money. The customer service rep I spoke to only answered when I called him on his private line. This was so bad that I tried to call the company when I got my order. The quality is on par with cheaper competitors. They also don’t provide much useful feedback to help the business improve: The following reviews are too brief to tell readers what's good about the company. We suggest writing from your own individual perspective, keeping it honest and sticking to the facts. There’s no rule against only writing a handful of words in a review, but the more specific you can be, the more likely the review is to be useful. Tell people how helpful the company was! Focusing on only one element, such as product quality or delivery options, provides limited insight to readers. Increase the relevance of your review by addressing your overall experience, including the level of customer service you received. Talk about a range of elements, including customer service There should also be a shorter processing time for refunds and better customer service. The company should adjust their system to let people know whether items are in stock or not so they don't create false expectations that goods will arrive on time. Eventually I got short email stating they'd taken my money despite not having the item in stock! The shop then took another nine days to process my refund. Despite using the holiday delivery schedule on their site, not only did nothing turn up in time, but it took nearly a week and three separate customer service inquiries to get an explanation from the company about what had happened. I ordered a case of dessert wine for a New Years party.
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