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I used this app for 12 months, we signed a subscription that cost 330 euros a month, the conversion rate from trust pilot was less than 1%, in our service we had account manager that didn't give us enough support to get it better. now they are trying to force us in another 12 months contract because we didn't give 30 days notice period canceling it stay away!
Hi Bathroom Store Ireland.
Thank you for contacting us.
We are sad to hear you've not had a positive experience with us here at Trustpilot, we hope that the support team can assist.
We have a dedicated Support Team that can help you utilize our service to its full potential. Please reach out to them here, We are always happy to help: https://support.trustpilot.com/hc/en-us/requests/new
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. You can also check out our support centre on support.trustpilot.com
Kind regards,
Kerry-Trustpilot
Similar to other people... Username + pass word don't go together but can log in directly. Also tried to sign up for the new app and didn't work
Hi Exersci,
Thank you for your review.
Sorry to hear you are experiencing some issues with logging in.
Here is a useful guide which gives you some troubleshooting steps to help rectify the issue:https://support.trustpilot.com/hc/en-us/articles/360021100439-Trustpilot-ecommerce-integration-troubleshooting-Login-issues
If your still experiencing issues after attempting these steps then please reach out to our Technical Support Team here and they will happily assist further: https://support.trustpilot.com/hc/en-us/requests/new
Kind regards,
Kerry-Trustpilot
Recently had customer support call me and they were more interested in selling their services than actually fixing the issue with the app. I cant even view my reviews when I add the widget to my website yet they want me to pay for their service. Please fix basic issues first before asking for money.
Hello Rare Lab
Thank you for getting in touch. We understand how frustrating an issue like this can be and we want to reassure you that getting this fixed for you is our top priority. Our developers are currently working on getting a resolution in place and will be in touch as soon as we can.
Our support team members are always looking for ways to get your issue resolved as quickly as possible and they may have suggested some alternative ways to achieve a resolution. We're sorry if this came across as trying to sell inappropriately. Our support team are solely there to offer technical support and they don't have any sales targets to fulfil.
We want to thank you for your patience whilst we're working on a resolution. Our team will be in touch as soon as we can, but if you have any questions in the meanwhile please get in touch through your existing correspondence.
Kind Regards
Jen - Trustpilot
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..
mmmmmmm
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.
Support
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...
To keep it simple, the app stopped working and refused to integrate. Even when it was supposed to be working it didn't ask customers for reviews. Trustpilot need to take it down and fix it from the bottom up.
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.
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!
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,
Kerry-Trustpilot
App update doesn't work - we are paying customers, with app which is not working. Not able to edit trustboxes. Needs fixing ASAP - not happy at all.
Hello GoodFoodDelivered
Thank you for getting in touch and letting us know about your experience.
We want to reassure you that this is something that we are aware of, and we are actively working to get a resolution in place. As always, our priority is the health and well-being of your business and we fully appreciate the importance of getting this right for you.
Our product team has reached out directly to better understand the issue you are experiencing and to offer troubleshooting and next steps while we work on a resolution.
Kind Regards
Jen - Trustpilot
I don't know what went wrong but we can't login now even with a valid account. I'm getting "Sorry, this email and password don’t go together." error.
I tried to login the account at trustpilot.com and it worked, however, not in the app.
Experienced no problems in the past, hopefully this gets resolved.
Impossible de se connecter à l'application alors que j'utilise le bon mot de passe. Merci de bien vouloir m'aider !
Bonjour,
Merci d'avoir pris le temps de partager votre avis avec nous, désolée de voir que votre expérience n'a pas été positive jusqu'à présent.
Notre équipe de Support sera ravie de pouvoir vous aider à utiliser pleinement Trustpilot dans Shopify. Vous pouvez utiliser le formulaire ci-après, https://support.trustpilot.com/hc/fr/requests/new?ticket_form_id=360001776219.
Une fois sur la page ci-dessus, vous pourrez selectionner: "Résolution de problèmes" puis "Intégrations" afin qu'un de nos agents revienne vers vous dans les plus brefs délais afin de vous portez assistance.
Bien cordialement,
Trustpilot