Trustpilot Reviews

Extortion fom Trustpilot manager and threats by debt collectors after 6 years of cooperation\
We cooperated with Trustpilot since 2019.
In 2023, Trustpilot inspected our website and offered us Plus plan subscription -we agreed and paid it on regular base. We didn't change anything and used Trustpilot logos with links to their website with reviews about Ponoma goods and services.

May 2 2025 Content Integrity team of Trustpilot emailed us that our company violate agreement:
"Hi Ponoma,
We love to see you’re using Trustpilot’s brand to build trust for your business on ponomasteel.com. However, it looks like your use of our brand doesn’t align with our guidelines.

What does it mean?

Incorrect use of our brand means that our name, logo, TrustScore, Star Rating, TrustBox widgets, or other brand assets are used in a misleading or incorrect way. This includes displaying outdated Star Ratings on your website, using a TrustBox widget that is not included in your Trustpilot plan, or an unofficial third-party application used to display Trustpilot content.

What do I need to do?

Log in to your Trustpilot Business account to acknowledge the notification we sent.
Please only use widgets available under the "Showcase" section in your Trustpilot Business account, and make the necessary changes within 7 days.
Please note that if we detect more use of Trustpilot’s brand that doesn’t align with our guidelines, we may send you a warning and add a consumer alert on your business profile.

Why this matters

Correcting these issues and using Trustpilot’s brand correctly strengthens your brand’s credibility and helps build trust with your customers.

If you have any questions or need help, just reply to this email—we’re happy to assist.

Kind regards,
Content Integrity Team"

and later:
"Hi Uri,

As previously mentioned, your Trustpilot subscription term runs through 12/4/2025. You will be invoiced for your quarterly payment of $819 on both 6/4 and 9/4. Failure to make payment on these two remaining quarterly invoices of your annual subscription plan will result in engagement from both my Finance team and eventually, a third-party collections agency. You can review the terms and conditions that govern your active subscription again here.

George and my extended team are here to help you see value in your paid plan, which would include leveraging the out of the box widgets available in the Plus plan. We would also be happy to explore free trial functionality for a period of time for the Premium plan which would give you access to the advanced widgets that actually showcase your Trustpilot reviews dynamically onsite.

Happy to hop on a call to discuss further. Here is a support article on how to implement the Plus widgets included in your current plan onsite.

Thanks,
Victoria
Victoria Blalock | She/Her/Hers
Senior Manager, Customer Success"

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We are not interested in cooperation when a partner inspects our site and, after several years, accuses us of violating and unauthorized use of its logo.
Due to your CI team's violation of the agreement under which we have been working since 2023
and the requirement to replace logos with scripts,
I have notified your team of the immediate termination of the Plus paid subscription and do not intend to renew it -please see below.

We have also spent quite a lot of time removing Trustpilot logos and almost all scripts from our website.
We do not intend to publish anything else and this requirement served as a good lesson for us.

We'll continue with Free plan, but if your CI continue press us -we'll delete all Trustpilot scripts from our website.
I do not want to work with your team more: yesterday was Charlie, who didn't find any violances on ponomasteel.com in 2023 and offered us to sign agreement
-we confirmed and published logo of Trustpilot on our website,
In May 2025 George with CI team does not comply with the agreements and create new demands for us,
calling them old demands and trying to mislead us, wasting our time and resources...

Now, you are trying to convince me that it is my company that has been violating the agreement all these years and extorting further payments.

No, it is better to study your subordinates to conduct transparent business and respect the interests of clients, and not extortion.

Still May 6, 2025 Ponoma LLC immediately terminated the contract with Trustpilot accordingly p.36 of the online agreement and notified Trustpilot,
that's all: You will not receive a single penny from us more,
no matter who you involve in, you can involve collectors
- I will give them the contact of our lawyer.

Date of experience: May 02, 2025

p.s.: I've left review on their website, but they removed it...

Borderline af mafia with no care for their smaller clients. Have submitted several tickets and emails to merge our previous domain, with our new one, to consolidate all of our reviews. 0 replies from their customer service and we're left as a less trustable brand.

More than one customers reached out and questioned us why we did not publish their reviews.

A 4 stars reviewer just accused us of not being authentic as he felt that his reviewed did not get published because he did not leave a 5 stars. This is really embarrassing. This app should have helped us build trust but now it's damaging it and no one is answering the email.

Not sure whether it's because we did not pay the protection money but this app is really a big joke. This app is about review and trust but it offer the least transparent, the worst experience and get the lowest review hahha

This company is clearly trying to exploit sellers and should be removed from Shopify. They demand the removal of any reviews or references to Trustpilot unless you pay them what essentially amounts to a ransom

Happy to be leaving Trust pilot, horrible experience, 12 month contracts for a review service is redicolus, moving to a monthly contract with another provider. Also going forward we will own our own reviews,

we would give 0 stars if we could. for days now, it just says "technical error" when we try and intergrate it into out store, or says that a website is already linked. we are getting no help and have been sucked in to a 12 month contract. we are a small business and can simply not afford to pay for something we are not using.

I have little trust in the pay subscription, since the free plan is not working correctly. It suppose to send up to 50 invitations per months to customers, but it fails to do it.

Schifo totale. Un cliente sta facendo una serie di email false a una stella chiedendo in cambio soldi per smettere. Ho segnalato il problema ma non solo non c'è nessuno che mi ascolta ma le mail false restano al loro posto. Voglio fare migrazione ad altro gestore di recensioni ma per migrare le mie recensioni che sono appunto mie devo migrare ad altro piano da più di 300 € mese che direi è un ricatto. Se potete evitate questa app di recensioni vi si ritorcerà contro.

Terrible experience. No response to emails or live chat.

They didn't every reply to two requests to move onto the plus plan. When you try to subscribe to a paid plan it says we will contact you.

No doubt when they contact you they are trying to lock you into a long term contract.

Trustpilot is a massive recognised brand but their customer service is terrible.

Ap pessima, non si capisce come gestirla, se non sottoscrivi un piano a pagamento non puoi usarla per il tuo business. Tanti problemi che non si capisce come risolvere.