Trustpilot Reviews , 109 reviews

Overall rating
1.5
Counts per rating level
  • 14% of ratings are 5 stars
  • 5% of ratings are 4 stars
  • 3% of ratings are 3 stars
  • 6% of ratings are 2 stars
  • 72% of ratings are 1 stars
Edited October 31, 2022

Support ist zero, agressive expensive price strategy, limited functionalities, WE DO NOT RECOMMEND IT !
We have agreed a multi site domains deal with our customer manager and he doesn't feel like respecting his part of the agreement.
We have paid for Standard Plan but the subscription we got is Free Plan.
We have asked for another customer manager, a call back and of course our money back. We will see what happens !
Whatch out at this company when you sign a deal with them !!! Their pricing is tricky and unclear !
Honestly how ironic (irony number 1) is that: a reviews company has itself 1,8 stars ??? We wanted to downgrade in month 4 of the 12 months contract and received the email from the account manager that is not possible mid-term but only at the end of the contract. Now at the end of the contract she is saying we should have done this 30 days prior to the expiration. We feel ourselves fooled, scamed and extorted ! (by a review company-irony number 2).

Delumani
Germany
Over 4 years using the app
Trustpilot replied November 2, 2022

Hi Delumani,

Thanks for getting in touch. Collaboration and dialogue is most important to us and we really appreciate you taking the time to share this experience with us. We're sorry to hear it's not been a positive one.

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 by emailing our support team on support@trustpilot.com.

I've contacted your Account Manager on your behalf to alert them of your review. They've confirmed they'll reach out to you soon.

We have a dedicated Support Team that can help you utilize our service to its full potential. They can be contacted here, we're always happy to help:
https://support.trustpilot.com/hc/en-us/requests/new

Kind regards,
Kerry-Trustpilot

December 4, 2021

Shopify is multilingual since years, but Trustpilot refuses to. Invitations only in 1 language, not in different languages per domain / language of the buyer. Widgets are cheap, not possible to change alignment to left or right.

Norvine
Germany
Over 4 years using the app
Trustpilot replied December 8, 2021

Hi Norvine,

Thank you for sharing your feedback with us, it's much appreciated. You're right, currently multiple language options is not a feature, however we believe that feedback can be a real driver of change and we will pass this on to our development and product teams. We are regularly updating our Shopify integration, so please do keep an eye on integration update notifications as they come through.

Our Widgets allow for multiple TrustBox widgets to be added to your shop. You can drag and drop the widgets to your desired space (this should help with your alignment issues), and you can also choose which landing page to place it on - category page, product page, etc. Here’s a guide that can help you learn more: https://support.trustpilot.com/hc/en-us/articles/4402992727314.

Thank you,
The Trustpilot Team

February 10, 2022

The widget causes errors in the page, and the customer service isn't wiling to help fix this problem. When using safari you can't log in, you need to switch to chrome before you can make use from the backoffice. We use Yotpo as an alternative, which is much better than this and I would recommend you to take a look at YotPo instead of Trustpilot.

Proof Eyewear Nederland
Netherlands
Over 3 years using the app
Trustpilot replied February 16, 2022

Hi Proof Eyewear Nederland,

Thanks for sharing this with us, your feedback regarding safari and google chrome is really helpful. We appreciate feedback in all it's forms -good and bad! We understand that people move on from us, so thank you again for sharing your feedback.

Thanks
Trustpilot Team

Edited January 16, 2023

UPDATE - They've got even worse! Customer service is nonexistent. Failed sending review invites. Account managers are useless. Only interested in forcing you to buy package upgrades. If you don't they just ignore all contact.

Having used Trustpilot for the past 15 months and gathered over 1600 reviews, the review platform is fine but pretty basic for the price - all the value is in the Trustpilot brand which in our experience doesn't matter as much to our customers as Trustpilot claim that it does. The Shopify integration doesn't include the features that trust pilot account managers and sales staff use to attempt to justify the ridiculous price tag.
eg their split testing (optimizer) feature won't work with the Shopify integration. This makes it really hard to quickly prove if this expensive review service is actually making a difference. Support is painfully slow and account managers just ignore you if you ask them difficult questions. Once they had our money they didn't contact us again until they wanted more money. Stick with the free version, or a lower-cost review platform if your customers just want reviews

Meg Rivers Artisan Bakery
United Kingdom
About 3 years using the app
Trustpilot replied August 26, 2021

Thank you for taking the time to write this review. We're sorry you've had a bad experience and will apply your feedback to give you a better one. We will pass this along to your Account Manager.

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.

ODD SOX
United States
About 3 years using the app
Edited December 25, 2021

Forvirrende og ikke til at arbejde med... Det er især bøvlet med flere domæner osv... Så er det også yderst begrænset med servicen og lysten til at hjælpe med reelle problemer... Servicen er der kun hvis man bruger en af deres færdige manueller/løsninger

Baresundhed ApS
Denmark
Almost 3 years using the app
Trustpilot replied December 30, 2021

Hi Brareundhed ApS, thank you for taking the time to share your feedback with us. We appreciate feedback in all it's forms - we truly believe it can drive real change, it's the principal we built Trustpilot on in fact! Your note regarding the challenges faced when working with multiple domains is something we will feedback to our product team for inclusion in future product development.

Thanks
Trustpilot Team

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,
Kerry-Trustpilot

Edited October 29, 2021

Terrible app - widget integrations don't work. I am paying nearly £200 a month for their service and I deeply regret it, their services do not reflect those within the agreement and I will be renouncing the contract void if this is not fixed. I 'product multi-source' widget won't even show up on my product page - trustboxes don't even appear when you drag and drop. Footer widgets only show on the landing page - if you add one on another page then it will publish and show two widgets on the landing page above another. I am more than technically literate with computers - I imagine how difficult it is for an ordinary person.

shavronproducts
United Kingdom
Over 2 years using the app
Trustpilot replied November 4, 2021

Hi,

Thank you for sharing your feedback with us. It looks like our widgets are disrupting your website performance. To help place the TrustBox widget on your page, you must know the total weight of your webpage. The average web page weighs around 1.6 MB and some eCommerce sites weigh 5MB or more. The TrustBox adds on an average of 50kB which depends on the type of widget you select and how much data it displays. To put it in perspective, on a very small page, a TrustBox will take over about 6% of the page’s total size.

Here’s a step-by-step video guide to help showcase your reviews with widgets on your webpage: https://support.trustpilot.com/hc/en-us/articles/4407738718482-Video-Showcase-reviews-with-widgets.

If you have any additional questions, we recommend you reach out to our support team.

Thank you,
Trustpilot Team

Edited March 23, 2022

The important thing you need to remember about TurdPilot before having anything to do with them is that they claim to own every review you receive through their platform. You cannot use or make meaningful reference to any of the review you receive unless TurdPilot say it's allowed, which will only happen if you are paying their subscription fee.
This is fine if you are happy to keep paying their subscription fee every month forever without question. But from over 2 years customer experience I found they regularly hike up the fees by an extortionate amount (nearly a 75% increase in my case) which presents a dilemma. Do you keep paying the stupidly high fees just so you can keep referencing your reviews on site? Or do you cancel your subscription and lose free access to all that hard work?
If, like me, you choose not to pay the stupidly high fees, you can look forward to a series of threatening emails from various TurdPilot minions warning you not to make any reference to your (sorry, I mean their) reviews. The whole TurdPilot set up is little more than a scam. How a company can claim to own reviews that have been left for YOUR hard work and good service by YOUR customers is beyond me!
On top of this, the widgets they provide to show off your reviews (sorry, i mean their reviews) on your site are clunky, ugly and badly scripted. They take an age to load up and will slow down your site. Once I had cancelled my subscription and removed their widgets my site speed drastically improved along with my SEO ranking!
In summary, having been a paying customer of TurdPilot for over 2 years, I'd advise not to get suckered into using their platform unless you have very deep pockets since you may be trapped paying their fees regardless of how much they choose to charge you.
P.S. Look at all the other 1 star reviews their getting too - AVOID!!!!!

Seashore Jewellery
United Kingdom
Over 2 years using the app
Trustpilot replied January 25, 2022

Hi Seashore Jewellery,

Thanks for taking the time to share this with us and other users.

If you or one of your customers in this case, write a review and it doesn't appear online, the chances are that our software has detected a guideline breach and taken it offline.

This automated system removes reviews if they do not meet our reviewing guidelines, this can sometimes be because of aggressive language, the sharing of personal information, multiple reviews posted by the same user to a business or a user's IP address being registered to multiple accounts. If a business flags a review for removal we have the same guidelines and give businesses other options to dispute reviews such as - not a genuine experience and defamatory claims.

Understandably the removal of reviews can cause frustration, however we notify users via email when this has happened and we ask them to provide proof within 3 days of a review being flagged and/or removed. Providing this proof is something that your customers are responsible for.

You as a business also have the opportunity to appeal these removals with our Content Integrity team.

No business can pay to have reviews removed - be they negative or positive.

Thanks
Trustpilot Team

December 24, 2021

Useless app. Never worked propertly. I was using it for 2 years, and it doesnt worth the money!
No customer support, they are worst, you need to wait for days before can have any useless ansver!
The integration doestn work, the widgets are continously not showinv. One glitch after another glitch! Very bed experience!

Trusted Caskets
United States
Over 2 years using the app
Trustpilot replied December 30, 2021

Hi Trusted Caskets, thanks for taking the time to share your user experience with us. We really value feedback in all it's forms - good or bad. We're disappointed to hear that you have been with Trustpilot for two years and finding it not worth the spend - we encourage you to reach out to the Customer Success Manager and share with them the issues you are facing.

Our Support team can be reached via live chat on our website, if you are finding it challenging to speak to someone we would recommend reaching out on the live chat function.

When speaking to Support please do share examples of the widget issues you are facing.

Thanks
Trustpilot Team