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We have been using the Trustpilot Shopify integration long before it was formally released as an app through Shopify. We are on their Lite plan having exceeded their monthly free quota over a year ago. I feel the previous reviews are harsh, and don't necessarily reflect the app itself. The app itself works and works well. No it doesn't give direct access to ALL the features available through Trustpilot such as A/B testing, but it's not difficult to work round these things. If you want to collect verified reviews automatically, it works! We have always found Trustpilot customer support to be reasonably responsive (get an immediate acknowledgement and someone gets back to you properly within 24 hours.) Account managers change every 5 minutes and their customer service can sometimes be a little lacking which is odd for a platform that polices that very thing, but I believe that stems from the arrogance of being the market leader. Which brings me to my next point. They are very expensive, but you get what you pay for. More customers have heard of Trustpilot (at least within the UK) than other platforms, and as such they are more likely to a) complete a review request or b) convert into a paying customer having read some. Our conversion rate definitely went up after working with Trustpilot. Furthermore, they have recently changed their payment plans so you get a little more for your money than you did a couple of years ago if you are not interested in a lot of the extra features and only want to collect reviews. You have to factor the cost into your cost per sale and work out if the upgraded plans are worth the additional features and review quota. If not, stick to the free version!
Hi Mr Pottery, thank you for taking the time to share this with us and other integration users. Please excuse our delayed reply to your review - it must have slipped through the net!
Thank you for sharing your feedback about Account Managers and frequent changes to your account. Whilst we can't make promise that our customers will always have the same account managers we can make sure that this feedback is passed on to not only product for the accounts team.
Thanks
Trustpilot Team
We have had two really big issues with Trustpilot. The first was it was causing a glitch on our site and it took at least a few weeks before Trustpilot took the problem seriously enough to address it. We lost business due to the fact that we went a few weeks with mobile shoppers on Safari not being able to consistently click through on our site. It took us so long to diagnose the problem and then it took them way too long to take responsibility for it. Then, a few weeks ago, all of our reviews disappeared from our site and it took well over 48 hours for anyone at Trustpilot to address it. It turns out it was another error on their end. Reviews are vital for consumers today and to have even one day of them not on our site impacts our business. We are happy with the functionality of the way our review requests are set up, however. And, the increase in the legitimate reviews (which we can't delete) have helped level us up. But the other issues have been too unfortunate to highly recommend Trustpilot. We expected better customer service from a company that provides reviews. We understand that glitches and mistakes happen, but find it hard to forgive a slow response time on their end. But, it's fair to note that we don't have a lot of perspective having only used Stamped.io prior to Trustpilot. Maybe other review apps/platforms can cause these kinds of disruptions as well. But, it never happened with Stamped.io.
Thank you sharing your experience with us and we're sorry you've had a bad experience. We are constantly working to improve our support functions so all feedback is welcome. :)
This app is a traditional SaaS enterprise software they will trap you in a yea long contract that is super expensive. There is no way to cancel the contract either I dont even think Trust Piliot should be allowed to be in the Shopify App ecosystem because the billing set up is so different than the other apps. No trial period, no cancelation policy- a complete TRAP!
Hello Black Star Gift Shop
Thank you for getting in touch and giving us your feedback. We're always open to honest and constructive criticism and we appreciate you letting us know when things aren't working for you.
It's our priority to make our contract and the terms that you agree to as transparent as possible, with the 12-month contract length being a key aspect of this. Our sales team offer demonstrations and trials of our products and services so that you can decide what will be of benefit to you before committing to the contract, as there is no cooling-off period once the contract has commenced. We want you to be confident that the package you've selected is going to match the needs of your business and that your time with Trustpilot is beneficial.
We would love for you to make the most of your package with us. Our team is here to support you every step of the way with and if you need any support at any time, please get in contact with us directly via this form
https://support.trustpilot.com/hc/en-us/requests/new?ticket_form_id=360001776219
Kind Regards
Jen - Trustpilot
Très utile mais pas optimisée. Je me connecte à Trustpilot via Google, je n'ai donc pas créé de compte via Trustpilot. Résultat, sur shopify, je n'arrive pas à me connecter à Trustpilot car je ne peux pas passer par Google. Le serpent qui se mord la queue...
Hi UP & DESK,
Thank you for sharing your feedback with us! When creating a Trustpilot account, you have to provide an email address, even if you later choose to use your Google account to log in. To gain access, select "Forgot your password" and enter the email address associated with your Trustpilot account. You will be able to use the email address and the new password to connect to Trustpilot via Shopify.
If you need additional help, we recommend that you reach out to our Support team here: https://support.trustpilot.com/hc/en-us/requests/new.
Thank you,
The Trustpilot Team
Hej UP & DESK,
Tack för att du delar din feedback med oss! När du skapar ett Trustpilot-konto måste du ange en e-postadress, även om du senare väljer att använda ditt Google-konto för att logga in. För att komma åt, välj "Glömt ditt lösenord" och ange e-postadressen som är kopplad till ditt Trustpilot-konto. Du kommer att kunna använda e-postadressen och det nya lösenordet för att ansluta till Trustpilot via Shopify.
Om du behöver ytterligare hjälp rekommenderar vi att du kontaktar vårt supportteam här: https://support.trustpilot.com/hc/en-us/requests/new.
Tack,
The Trustpilot Team
I've been using Trustpilot for our business since 2015. They have come leaps and bounds over the years and are the dominant platform for review collection, widely recognised by the general public. They have a high cost but are worth the money if you are serious about collecting reviews for your business.
Hi Easy Garden Irrigation, thank you for sharing this feedback with us and your patience in allowing us to come to this review! It's great to hear that you have been with us since 2015 and in your eyes we're improving. We as a business (and platform) are always learning and growing and investing time into improving for both businesses and consumers. We hope to see you with us in another 6 years!
Thanks
Trustpilot Team
The app works fine for me. My reviews shows up at promised and my customers get their emails about reviewing their products.
Like other users when I try to access the app I get this message "Sorry, this email and password don’t go together."
Using the very same email & password I can log in to trustpilot.com.
Tried contacting support, to be told I’m using 2 different email addresses. Which I’m not…
Thank you very much for your review. We are investigating this issue and will communicate a resolution to you shortly.
App works really well with my business, it' easy to integrate and invite customers to review my business on Trustpilot. Only reason for the 4* and not 5* is the huge price increase to gain access to more invites a month. from £0 to £200 p/m is ridiculous especially for a small business like my own. There are many features within this £200 plan that we would never use so it would be a waste for us to pay especially when we only want access to more invites. Maybe something to develop in the future as I would be happy to pay to add-on more invites to my plan without having to pay for the whole paid package.
Hi WheelyFresh, thank you for sharing this with us. Your feedback about out price point is a really valuable insight. Whilst we can't change our price points at this time we can feed this back into our product and tech teams for future consideration.
Thanks
Trustpilot Team
Reviews not being sent. I contacted support and got no reply. Guess i'm switching to another service as this one obviously does not work.
Hello Thuisco,
Thanks for getting in touch and sharing your experience with us. We're sorry to hear it wasn't a positive one.
I can confirm that you've recently tried to contact our Support Team for assistance. We're sorry for any inconvenience caused by any possible delay in our replies. We are currently facing a huge backlog of tickets, and we're helping more customers than usual, taking a little longer than we'd like to respond.
I can confirm that I've escalated your case, and someone will be in touch as soon as possible.
In the meantime, we wish you a great day.
All the best,
Flavio - Trustpilot
The Irony of the poor reviews on Trust pilot doesn't escape many, but I did give technical support about 7 tries to fix my issue. I gave up in the end, as the link between a "Shopify App" and Trust pilot was beyond all technical supports comprehension.
Hello Avalla
Thank you for getting in touch and giving us your feedback. We're sorry to hear that this has been your experience of interacting with our support team and we're eager to get to the bottom of this issue for you.
From your exchange with our team, it's unclear if you've completed these suggested steps up until now. However, we would encourage you to do so, as we find that they're successful in resolving a lot of issues. If this doesn't fix the issue it means that we can rule out a few potential causes when we escalate your case for further investigation.
- Log out, clear the cache and cookies of your browser and log in again.
- Use an incognito window to login
- Use another Browser
- Use another device to login
You can also try:
- Enable the partnership permissions here: https://businessapp.b2b.trustpilot.com/account/permissions
- Re-install the Trustpilot Shopify connection from the Trustpilot Business page by following these instructions: https://support.trustpilot.com/hc/en-us/articles/207024007-Install-Trustpilot-s-Shopify-integration#from-trustpilot-business-0
Please let us know if these steps have any impact on your issue by getting in touch through your existing correspondence. This will ensure the quickest response and seamless continuity.
Kind Regards
Jen -Trustpilot