The overall rating reflects the current state of the app. It accounts for all app reviews but prioritizes the most recent ones.
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. :)