Overall rating
Counts per rating level
  • 16% of ratings are 5 stars
  • 5% of ratings are 4 stars
  • 3% of ratings are 3 stars
  • 5% of ratings are 2 stars
  • 71% of ratings are 1 stars
Edited March 15, 2023

Update day 50 -:(
Got contacted by support - but still no solution in sight - please please - hire more people...

Update day 10 -:)
Apparently someone works there - reached out through Facebook - and was informed that waittime for support is 2 1/2 week.

In serious doubt if I should buy a subscription for the flex.

Thoughts after waiting for support for 9 days..

Initial thoughts
I have had good experience with the free version - but would love to have the paid version. But for a new started business the different price categories are way to expensive - so I will not upgrade at current price levels.

Have tried to get in contact with support for 3 days - now I have asked Shopify to help me to get in contact with Trustpilot. They do not have a Chat hotline - pretty strange. But the sales department is super fast when asking relating to upgrade...

Over 1 year using the app
January 11, 2023

Trustpilot (Kerry) replied to our initial review saying someone would be in touch shortly. Nearly one month later and we have heard from no one at trust pilot.

Had a myriad of issue with Trust Pilot. From deceptive sales techniques to emails ignored to incorrect information provided. The last email I sent to Joshua Evans came with a reply to escalate. Never heard from anyone since that reply. The idea that this company influences the online reputation of businesses, while having such a poor reputation within the shopify community, is lunacy.

United States
About 1 month using the app
Trustpilot replied January 18, 2023

Hi BigTopShirtShop.com,

Thanks for getting back in touch, I'm sorry to hear you've yet to hear back from your CSM. I can confirm I've reached back out to their manager and they've confirmed they'll be in touch.

If you've still not heard back please let me know so I can escalate this further for you.

Kind regards,

March 17, 2023

I would give 5 stars but it's taken over a week to get my account up and running. It's been such a long and drawn out process. I've been dealing with two people on here but you have to wait until they each come back on duty to get anything sorted out. I realise there may be time differences due to locations and when people are working and when they're not but it is very draining waiting for a response. Thank you Michael K for finally coming to the rescue!

Realm of the Witch
United Kingdom
4 months using the app
December 9, 2022

Completely misleading. App is terribly flawed, I've spent hours with customer support on technical problems. Please also be beware if you want to use this app, you are forced to send automated review invitations (we like to send our invitations via Klaviyo). We purchased a Standard plan and were then told to pay an extra £250 monthly to use the widgets if we didn't want to use the app! Trustpilot refuse to cancel our plan within 7 days which also goes against UK customer protection laws. BEWARE!

Undercover Living
About 1 year using the app
Trustpilot replied December 13, 2022

Hi Undercover Living,

Thanks for getting in touch and sharing your feedback with us.

We're sorry to hear it's not been a positive experience and you've experienced some technical issues with the app. I can see our Support Team were able to assist you with a bug that you experienced. We thank you for sharing the feedback regarding the time you've spent with support and I'll make sure to share this with the relevant team.

The reason why we promote and recommend sending invites via our Automated Invitation is this promotes transparency and and makes sure we're being fair and open to everyone and prevent cherry picking.

With regards to plans you've purchased whilst we offer a wide range of paid plans. Trustpilot is a free to use platform, giving you access to all our main functions including inviting and displaying your Trustscore on your website.

Trustpilot contacts are usually 12 months, and details will be included in the documents you receive when signing up. If you have any questions about your contract or any terms, you can contact your Customer Success manager and they can assist.

Accounts can be cancelled with 30 days notice before the end of your contact. If you have any further questions, please drop our support team on support@trustpilot.com.

Thanks again for sharing your feedback. Any questions please reach out to us via the above email.

Kind regards,

January 26, 2023

I'm just simply trying to upgrade our plan from free to standard. Had a call with a sales person. After that nothing. I've contacted them multiple times, sometimes i got a responds that the message would be forwarded to the right person. Now we are 3 months later and still nothing. Besides that their widget loads slow and is also not easy to drag and drop in the theme.

Over 1 year using the app
January 19, 2023

Trustpilot charge an extortionate fee for widget functionality but then do not offer any support that is timely.

Phone numbers lead nowhere or just plain don't connect.

Website isn't coded properly for you to use cards to make payments.

Emails given (effectively the ONLY way to speak to anyone) have 5 working day working timeframe.

Its a farcical situation that Trustpilot has the respect it does when it has some of the worst customer service going.

Lupe Technology US
United States
9 months using the app
Trustpilot replied January 20, 2023

Hello Lupe Technology

Thank you for getting in touch. We're sorry that your experience of contacting our support team hasn't been up to the usual standard that we work hard to provide. We're experiencing unprecedented demand for our services at the moment and taking longer than we would like to respond. If you are in need of an urgent response we would recommend using our chat facility in the first instance as this is the quickest way to get an answer from our team. They will be able to answer most questions there and then, and if not direct you to the best team to help. If you have any outstanding queries, please contact us through this medium.

We're constantly looking to improve our offering to you and take on board your feedback about the functionality of our platform and our support services.

Kind Regards
Jen | Trustpilot

March 15, 2023

For the amount of money we pay for this service, you would think that their service level for support tickets would be better. The review flagging doesn't even work and even though we have an 'account mgr' they have proven themselves to be just as useless. Note, all I need to do is request the removal of a review that was clearly left for an entirely different company.

United States
About 2 years using the app
November 2, 2022

Very slow and non-existent support! Claimed they can't access our website to look at the issue, like every other App developer on Shopify, due to their policy. We had to pay a 3rd party developer to fix their App!

JM Wholesale Ltd
United Kingdom
Almost 3 years using the app
Trustpilot replied November 4, 2022

Hi JM Wholesale Ltd,

Thanks for getting in touch and sharing your experience with us. We're sorry to hear it's not been a positive one.

I can see you've recently reached out to our Support Team for assistance however they've yet to get back you. We send our apologises for the delay in the response. Our Team are helping more customers than usual at the moment and taking a little longer than we would like to respond.

I can confirm that I've escalated your case and someone will be in touch as soon as possible.

Our Support Team are here to help you utilize our service to its full potential, whether that's providing guidance on how to use our platform or help troubleshooting. We'll try to help you the best that we can. However it's not possible for us to access your Shopify store. We can simply guide you to the right place.

Someone will be in touch soon.

Kind regards,

December 13, 2022

Had issues with the App initially and contacted Trustpilot for help. 2 weeks later someone got back to me but still didn't resolve my issue. Poor customer service.

I also made a personal review to another online store and Trustpilot rejected the review I made and suspended my account as they believed it to be fraudulent. Very frustrating company to deal with, hence I'm returning the favour by giving them a review in return.

26 days using the app
Trustpilot replied December 19, 2022

Hello Solarbox

Thank you for your review. We're sorry that there was a delay in responding to your support request and agree that it took too long. We're helping more customers than usual at the moment and taking longer than we would like to get back in touch. This is something that we're actively working to remedy and we appreciate your patience in the meantime.

The response that you received from our support team in regard to reinstating cancelled invitations is correct. Although we appreciate that this could have been communicated more clearly to you. The reason that we don't allow cancelled invitations to be reinstated is to ensure that all customers who have had an experience with your business are being asked to write a review and not just selected customers. This is something that we do in order to maintain trust and transparency on our platform; so that it's trustworthy and reliable for reviewers and businesses alike.

In regard to your own review, if your review has been taken offline, it may have been flagged by our fraud detection software. Trustpilot has fraud detection software that runs 24/7 and scans every review for different parameters. If a review flags up as fake, it is taken offline and the author is contacted. If you would like to discuss the possibility of getting your review back online, please contact us here https://support.trustpilot.com/hc/en-us/requests/new so this can be investigated. If your review is found to be compliant with our guidelines it will be placed back online: https://support.trustpilot.com/hc/en-us/articles/115000711088-Trustpilot-s-fraud-detection-software

The Content Integrity team will be back in touch as soon as they can regarding your review.

If you have any questions in the meantime please feel free to reach us directly on the link above.

Kind Regards
Jen | Trustpilot

January 23, 2023

I downloaded the app integrated it all fine, But when coming to the drag and drop widget page as soon as i click the widget to drag it, the widget just doesnt drag and wont let me insert the widget onto my pages :(

Lyrical Lights
United Kingdom
6 months using the app
Trustpilot replied January 30, 2023

Hi Lyrical Lights,

Thanks for getting in touch. We're sorry to hear you're experiencing some technical issues when using our drag and drop. We'd love to get to the bottom of this for you. If you could please reach out to our Technical Support Team here: https://support.trustpilot.com/hc/en-us/requests/new. They'll be able to investigate and provide a solution for you.

Kind regards,