Trustpilot, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
While Trust Pilot finally removed an obviously fake review (which should never have been posted at all), they fail to address two important issues#- Why have ALL positive reviews left for Wholesale Point been removed? There were at least of them#- Why is the only remaining negative review left been re-indexed to ***? Trust Pilot has re-indexed and re-submitted this negative review (while intentionally removing any positive reviews) as if this is a current and accurate review of our business causing us harm as well as monetary damageHave Trust Pilot remove the old negative review and/or reinstate all positive reviews left by customers on the Trust Pilot site so we can close this matter
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Whom It May Concern:
This is in response to *** ***'s complaint dated October *,
Background information about Trustpilot
Trustpilot is an open and
neutral web-based platform for merchant reviewsTrustpilot's goal is to provide useful information about merchants (mostly online merchants) to Trustpilot's usersCurrently, Trustpilot has more than 10,000,reviews and 7,500,users100,merchants are reviewed on Trustpilot, and 400,new reviews are uploaded every monthTrust and integrity are some of Trustpilot's core values, since we find it paramount that information available on Trustpilot is true and accurateIf it is not, Trustpilot is meaningless
Included in Trustpilot's business model is entering into agreements with merchants ("Trustpilot Customers")Such Trustpilot Customers have access to our Review Invitation Service, which they may use to invite their users by email to write reviews of their buying experiences on TrustpilotTrustpilot Customers also have access to some statistical informationOnly a small amount of the merchants reviewed on Trustpilot are Trustpilot Customers, i.ethe majority of the reviewed merchants are "non-customers"However, it is important to know that all basic features on Trustpilot are available to all businesses/merchants, i.eboth Trustpilot Customers and non-customersSuch basic features include the possibility to comment on reviews and to report reviews for intellectual property infringement, defamatory language, etc
We believe that all consumers expect authentic reviews as part of every online purchase and that businesses have a responsibility to transparently share feedback from their customersWe do not monitor reviews posted on our websiteHowever, there is a reporting function which enables companies and other users to report a review that they believe contravenes our User GuidelinesThis reporting function is available to all businesses regardless of whether the business is a Trustpilot Customer or not
In order to place a review on our website, a user needs to create a profile on TrustpilotThey do this either by linking their *** profile to a Trustpilot profile or by signing up using their email address and creating a passwordUsers can only create a profile by expressly accepting our User Terms and Conditions; these include clauses preventing individuals from creating multiple accounts and posting reviews with fraudulent content
Trustpilot users must comply with our User Guidelines when posting reviews on our websiteIf a review is reported for contravening our User Guidelines, e.gis defamatory, contains course language, contains personally identifiable information on another individual, or refers to another company or website, our standard procedure, which we always follow, is to make a true and loyal investigation of the review in questionIf the review contravenes our User Guidelines, we request the user to make any required amendments to assure that the review complies with our User GuidelinesIf the user does not comply with our request, we will remove the review in questionDuring our investigation of a reported review the review is not displayed on TrustpilotIf we assess that a reported review does not contravene our User Guidelines the review is restored on TrustpilotIt should be noted that a review that merely describes a consumer’s negative experience with a company does not violate our User Guidelines
Our procedure for assessing reported reviews is independent of whether the reporting merchant is a Trustpilot Customer or notOur Quality and Compliance department, which handles all review reporting, does not even know if the reporting merchant is a Trustpilot Customer or not (unless such information is provided to Trustpilot by the reporting merchant when the review is reported)In other words: Our handling process is equal to all merchants and it is surely not possible to buy certain review privileges if you are a Trustpilot Customer
Comments to *** ***'s complaint
*** *** reported the review in question on August *, for containing sensitive information in contravention of our User Guidelines, and our Quality and Compliance team initiated and conducted the usual investigationDuring the investigation, the review was made invisible to other users and replaced with a notice stating that the review had been reported, was currently under investigation and would either be deleted or returned following the investigationContrary to *** ***'s assertions and as described above, the investigation process is the same whether the company involved is a Trustpilot Customer or not
Quality and Compliance concluded that the review did not contain any sensitive information, and, as a result, restored the review on August **, An email was then sent to the reporter at *** *** notifying him of our decisionWe did not receive a response
We can confirm that *** *** signed up for a free trial of our services in October *** *** claim that it was not made clear to them that the reviews collected during this trial would remain on Trustpilot after the expiration of the trial period
Firstly, it should be noted that merchants do not own or control any reviews on TrustpilotAny review is obviously owned and controlled by the reviewer since the review contains that user's expression of his/her experience with the merchantIf a review were owned by the reviewed merchant, it would lack all characteristics of a neutral and trustworthy review
Secondly, during a free trial, a company's use of our Review Invitation Service is subject to the Company Terms and ConditionsThis link can also be found at the bottom of the front page and any sub-pages of our business website: *** Once a company submits the form found on the business page of our website for a free trial, an email is sent to the provided email address containing an activation linkAt that point, the company must select check-box stating that they agree to our Terms and Conditions in order for their free trial to commenceA link to the Terms and Conditions is also providedUntil the box is checked, the company cannot start their free trial*** *** had multiple opportunities to review the Terms and Conditions before commencing a free trial with Trustpilot
In section of the Terms and Conditions, it is stated that "…such reviews will remain on Trustpilot until removed by the Consumer providing the review or by Trustpilot." As emphasized above, we only remove reviews that contravene our User Guidelines regardless of whether the reviewed company is a Trustpilot Customer or not
Following the complaint from *** ***, we have initiated an investigation of the matter and have reminded all staff of the standards of trust and transparency that we strive to upholdWe apologize to *** *** for any misinformation suggesting that we would remove the review if *** *** were to subscribe to our services and for any resulting confusionWe strongly disassociate ourselves from any suggestions that Trustpilot is not a neutral and trustworthy platform for merchant reviews
In keeping with our status as an open and neutral platform, however, we will neither delete the review in question, as it has already been formally investigated, nor will we remove all of the reviews posted for *** ***Any reviews of *** *** on Trustpilot are legitimate and entitled expressions of *** ***'s customers, regardless of whether *** *** requested the users to write the reviews or if the reviews are organic
Please do not hesitate to revert if you have any questions or comments related to Trustpilot or the complaint from *** ***
Kind regards
Trustpilot Legal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The company, Trustpilot, in their response to ***'s complaint, is intimating that they clearly make it known that their trial is binding and the results of the trial will be posted on the internet for all eternityBut 'clearly' does not equate to FINE PRINT in a long legal document, where the potential client is expected to digest and understood each line-- Especially when the salesperson on the phone assured me that *** could 'just try out their service with no obligation'I ask the Revdex.com and TrustPilot, what greater obligation are we forced into during a free trial than to become beholden to the results of the trial forever whether we sign a contract or not??
Equally disturbing in their response from both a moral and LEGAL perspective is TrustPilot trying to brush aside the charge of extortion, which their salesman clearly engaged in when he wrote in his email to us: "if you want to sign up with us, we can flag the review again and remove it"
That is in writing and I demand action be taken for trustPilot's attempt at extortion! Prior to any lawsuit AND NEGATIVE PRESS *** will initiate, I feel the most amicable way to settle is for TrustPilot to remove our reviews and close our trial account results.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Business fails to even address the basic facts so essentially they are saying it's justified to bill thousands of dollars for non-service.non-service for the time of "activation-date" to the actual start and non-service for actually confirming a cancellation of contract in March and yet billing until May also where is a paid contract's terms of use available? is there a public link at all or is it all hidden until they actually want you to be able to view?
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
There were a minimum of positive feed backs left by our customers at our request on the Trust Pilot forum that no longer appear
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

To Whom It May Concern:
First, we feel it is necessary to reiterate the fact that Trustpilot’s procedure for assessing reported reviews is independent of whether the reporting merchant is a Trustpilot Customer or notContrary to *** ***’s assertions, companies cannot purchase any privileges with regard to reviews on Trustpilot, e.ga right to have a negative review removed merely by becoming a Trustpilot CustomerWe acknowledge that the communication from the salesperson with whom *** *** was communicating could be interpreted incorrectly as suggesting that we would remove the review if *** *** were to subscribe to our servicesAs we previously stated in our initial response, we have investigated the matter and have reminded all staff of the standards of trust and transparency that we strive to upholdWe reject any suggestion that Trustpilot is anything but a neutral and trustworthy platform for merchant reviews, which is the fundamental basis of the Trustpilot service.< br />
Second, as previously stated in our initial response, Trustpilot is an open platform for merchant reviews, i.ethe Trustpilot service is available to anyone who has had a buying experience with the reviewed merchantSuch user can write a review on Trustpilot regardless of whether the user has been invited to write a review by the merchant or not and the merchant can obviously not prevent the user from exercising his or her right to freedom of speechThat has nothing to do with fine print in a legal document
Third, *** *** actually had multiple opportunities to review the Terms and Conditions, which *** *** expressly accepted, before commencing a free trial with TrustpilotSection of the Terms and Conditions clearly states that "…such reviews will remain on Trustpilot until removed by the Consumer providing the review or by Trustpilot." As all reviews on Trustpilot are owned and controlled by the reviewer, we do not delete a review unless the review is found to violate our User GuidelinesThis applies whether the company requested the user to write a review or the user came to Trustpilot to write a
review on their own volition
Fourth, our offer to try the Trustpilot service without obligation is obviously related to the fact that *** *** had no obligation to enter into a customer relationship upon expiry of the free trialThis is similar to other free trial offers, e.gsubscription services or SaaS services.
Trustpilot provides an open and neutral platform for merchant reviews and provides consumers with useful and truthful merchant reviews and we will not accommodate *** ***’s request to remove all of the reviews posted for *** *** on Trustpilot
Please do not hesitate to revert if you have any questions or comments related to Trustpilot or the complaint from *** ***
Kind regards,
Trustpilot Legal

Trustpilot will not stop soliciting our business, I literally just hung up the phone with themThey've talked to everyone in our office and wont stop wasting our timeThe secretary who sent them to me finally asked, please make them stop callingTrustpiolt keeps throwing out names of all our biggest competitors saying that they use their service (a fake customer review service IMO) and how we need to sign up now or we will lose businessWe've asked to be removed from their call list...we will see

** *** ** *** *** * *** *** *** *** ** *** *** *** *** ** *** *** *** *** *** *** *** *** ***Dear *** ***, Thank you for giving us the opportunity to address your concerns Trustpilot employees are very aware that they cannot make
promises that we cannot deliver on, which includes informing potential customers that they will have control of their reviews, and we take claims that suggest otherwise very seriouslyThe entire purpose of Trustpilot is to promote dialogue between consumers and businessesWe provide a platform where consumers can share their real experiences with different businessesWe strive very hard to ensure consumers and businesses alike trust the reviews on our platformWe have guidelines to facilitate the use of our platform to ensure consistency and neutralityWe also have processes in place to address reviews that violate the User Guidelines (which can found on our homepage), including a business’ ability to report (or flag) reviews for a reason as outlined in our User GuidelinesIt seems as though there was a misunderstanding as to how that function worked. In addition, we have invested in a Compliance Team dedicated to safeguarding trust, protecting the integrity of our platform and helping us set best practices in the online review industry.When a potential customer receives a quote from Trustpilot, they have the ability to review the agreement prior to accepting itThere appears to be some inconsistency with your claims and what we have on fileThere is no way for the agreement to be automatically acceptedThere is a very clear checkbox that a customer needs to check in order for the agreement to be acceptedYou are encouraged to review the agreement, including the order form, you accepted regarding Trustpilot’s servicesWe do not have any reference of a trial period on your file Feel free to reach out to us to discuss this ***er further.Kind regards,***Trustpilot, Inc

Dear [redacted],   Thank you for giving us the opportunity to address your concerns.   Trustpilot is an online review community that aims to promote dialogue between consumers and businesses. Please note that users are able to tell who our paying customers are by the “Trustpilot...

Subscriber” box on the right hand side of the profile page. If this is missing, it means that the company whose profile page you are looking at is not a current customer of Trustpilot.   We have guidelines to facilitate the use of our platform, to ensure consistency and neutrality. We also have processes in place to address reviews that violate the User Guidelines (which can found on our homepage), including a business’ ability to report reviews for a reason as outlined in our User Guidelines.     Users can leave a review even if they have not paid for your service but have had an experience with your service. Even though your business or service is not a customer of ours, a consumer has the ability to create a profile page for your business and can leave review if they have had a service experience (as defined in our User Guidelines). We need to have the ability to identify which business’ a consumer has reviewed and based on nominative fair use, your name and logo could appear on such profile page. We are using your name to identify your service and for no other reason.   Per our separate email to you, we are unable to show you the documentation the reviewer shared with us as we do not have the permission from the reviewer to share it. Outside of this, we are not in a position to determine who's right or wrong, or which set of facts is correct. We fail to see how the post in question is defamatory or false and therefore ask you to provide us with supporting material that will help us consider your position.   The best way to get your side of the story out there is to respond to the reviews in question. It is not the role of Trustpilot to investigate the facts of each review, nor are we set up to investigate every disagreement between a business and their customer. We provide the platform for consumers to leave reviews about their experiences with business’ and for business’ to engage with consumers.   Trustpilot does not and cannot control or monitor the User Content and does not in any way endorse user content. Nor do the opinions expressed in the User Content represent the opinions of Trustpilot, its affiliates or any officers, directors, employees, contractors or shareholders of Trustpilot and its affiliates.   Kind regards, Amanda Trustpilot, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is a valient attempt by the legal department of Trustpilot to brush aside the extortion attempt that was documented in the email that I forwarded to the Revdex.com. However, the facts remain the same. Their business practice was clearly deceptive when we initially tried out their service on a free, no obligation trial. The salesperson over the phone assured me that I could just 'kick the tires'... she did not in any way intimate that I would need to read fine legal print, while not entering into any legal agreement. If she had, a warning flag would have went up and I would have read their legal pages.
It's obvious what happened but they CANNOT admit it, because that would cause them to change their business practices, and likely lose revenue.
Undeniable Fact:  As I demonstrated to you in my last correspondence, the TrustPilot representative, via a recent email, made the mistake of telling me he would remove the poor review, if I paid the company. I AM CERTAIN that that policy is no where to be found in their legal documentation customers are supposed to read. 
We will not give in, especially since TrustPilot was caught red-handed here requesting money to remove a review. The least they could do is to simply close our account. It's the easiest, FAIREST resolution for all involved.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

In response to Wholesale Point’s complaint, we find it necessary to reiterate that we are an open platform, which means that everyone who had have an buying experience with a company is entitled to leave a review on our platform – regardless of whether that experience is positive or negative. It is important to note that we do not monitor or otherwise censor reviews. Reviews are only removed from our platform if Trustpilot is notified about a review being in violation with our User Guidelines or if the review is removed by the reviewer. First, as to Wholesale Point’s assertion that all positive reviews for Wholesale Point have been removed from Trustpilot, we have conducted an investigation into the matter and we can inform you that these reviews have not been removed from our platform by us. The only reviews we have on record are the two reviews that were at issue here – one of which was removed by us for being in violation of our User Guidelines. We kindly note that a reviewer at any given time has the option of deleting her review and that this may be what happened in this case. Second, in response to Wholesale Point’s references to the remaining review on Trustpilot, the Trust & Transparency department conducted a standard investigation of the review upon receiving Wholesale Point’s complaint that the review contained sensitive information in contravention of our User Guidelines. Upon concluding that the review did in fact contain sensitive information, the Trust & Transparency department modified the review accordingly and reinstated the review on June **, 2014. Wholesale Point was notified of this reinstatement. The remainder of the review was in compliance with our User Guidelines, and will remain active on our platform as an accurate depiction of that reviewer’s buying experience. We do not remove reviews merely for being old. Trustpilot provides an open and neutral platform for merchant reviews and provides consumers with useful and truthful merchant reviews. If we were to accommodate requests for deletion of reviews because they were merely either negative or positive we would limit the users' freedom of expression and this would be against our core values of trust and transparency.  As a result, we will not accommodate Wholesale Point’s request to remove the negative review posted for Wholesale Point on Trustpilot. Please do not hesitate to revert if you have any questions or comments related to Trustpilot or the complaint from Wholesale Point. Kind regards, Trustpilot Legal Best, -- [redacted]

To the Revdex.com, 


size="3"> 
Thank you for reaching out to us and allowing us the opportunity to respond. 
 
Trustpilot is an online review community that aims to promote dialogue between consumers and businesses. Company profiles can be created automatically on our platform when a person writes a review, and subsequent reviews about the same company are compiled on that profile page. Trustpilot does not actively create company profiles, nor do we remove them. If we were to accommodate any request to delete a company’s profile page and the associated reviews, we would be censoring the voice of the customer. This would contradict our core value of transparency, the foundation of our company and the very reasons why Trustpilot was created. The consumer was able to have their voice heard and their first one-star review about TopResume is still available on their Trustpilot profile page.
 
We have a Quality and Compliance (Q&C) team who look into reviews which have been flagged by users or companies to be in violation of our User Guidelines. In this specific case, the company reported one of the consumer’s reviews as they claimed that they did not know of the consumer. Once it was reported, our Q&C team investigated the matter and found that the consumer had already left a review of TopResume on March [redacted], 2016, resulting in the consumer reviewing the same company twice. 
 
According to Trustpilot's guidelines, users can only write one review per company. Users are always able to update their review so that it reflects their most recent buying experience with the company. Users are not allowed to create a second profile to review the same company multiple times. 
 
jmOur Q&C team determined that the consumer had created two profiles and left the two reviews, one dated March [redacted] 2016 and the other one on April [redacted], 2016, the latter being the review identified in the complaint. The company reported the second review, which meant that this review was initially hidden while our Q&C team investigated the matter. It was in this investigation that our Q&C team determined the consumer had created a second profile and left a second review for TopResume. Our process when such a situation is discovered is to reach out to the user and explain the User Guidelines to them, while the second review is archived and the second account is blocked. The consumer was notified that their review had been removed.
 
The review this consumer identifies in the complaint was removed because our Q&C team determined that this consumer already had written a review of TopResume on March [redacted], 2016. That original review is a one star review, which TopResume has replied to and which has not at any point been reported. We have therefore not removed this review and it is available for all to see [redacted].  
 
Kind regards,
Trustpilot, Inc.
 
For more information please visit our trust site: [redacted].
Tell us why here...

Dear [redacted],   Thank you for giving us the opportunity to address your concerns.   As mentioned in our prior communication, we fail to see how the post in question, as it is on your Trustpilot profile, is defamatory or false and we asked you to provide us with supporting material to help us consider your position. Per our separate email to you, we are unable to show you the documentation the reviewer shared with us as we do not have the permission from the reviewer to share it. Outside of this, we are not in a position to determine who's right or wrong, or which set of facts is correct. The best way to get your side of the story out there is to respond to the reviews in question.   While it is not the role of Trustpilot to investigate the facts of each review, nor are we set up to investigate every disagreement between a business and their customer, we are treating this as a whistle blower report. Although I’m unable to provide specific details about any of our ongoing investigations, I can assure you that we take all reports of suspicious behavior seriously and we are looking into [redacted]’s use of Trustpilot. If we find any reason to take action, we’ll do so. We do ask that you provide us with further supporting material to help us in our investigation.   We treat all whistle blower reports and our investigations as confidential, so once we open an investigation, privacy rules mean that we’re rarely able to provide details to parties other than those specifically being investigated. We understand that this can seem frustrating if you’ve submitted key evidence against a business or reviewer. However, because we have to comply with the laws in this area, we’ll only be able to provide limited updates. We do, however, appreciate your assistance.   We should also point out that on occasion, our investigations uncover valid reasons for unusual review patterns. We recognize that this information can be valuable too - especially if it helps us learn how our services impact our community members in practice.   As previously communicated to you, even though your business or service is not a customer of ours, a consumer has the ability to create a profile page for your business and can leave review if they have had a service experience (as defined in our User Guidelines). We need to have the ability to identify which business’ a consumer has reviewed and based on nominative fair use, your name and logo could appear on such profile page. We are using your name to identify your service and for no other reason. Please note that users are able to tell who our paying customers are by the “Trustpilot Subscriber” box on the right hand side of the profile page. If this is missing, it means that the company whose profile page you are looking at is not a current customer of Trustpilot.   Trustpilot does not and cannot control or monitor the User Content and does not in any way endorse user content. Nor do the opinions expressed in the User Content represent the opinions of Trustpilot, its affiliates or any officers, directors, employees, contractors or shareholders of Trustpilot and its affiliates.   If you have any further information regarding this matter, please reach out to Compliance.   Kind Regards, Amanda Trustpilot, Inc.

Trust Pilot makes it far too easy for scam companies to thrive by allowing floods of fake reviews to go unfiltered on their site. My wife, purchased a dress through a company called [redacted] based on a 4+ star rating of their company fed through TrustPilot and another company. This ([redacted]) is a fraudulent company that cannot be located by the Revdex.com with over seventy complaints and an F rating. We asked to return the product and they refused to provide us an address, took 15 emails and two phone calls to China to obtain. When submitting a review for them, we had our review taken down because the [redacted] company said they couldn't find the order number and that our only invoice was showing as unpaid. That was a lie and we submitted the documentation and our review was reinstated. Further, we were forced by TrustPilot to sensor our wording because it seemed inflammatory and was only allowed to keep the Revdex.com Alert wording in the review if I provided proof of it.
There are dozens of reviews just like ours, with [redacted] lying about consumers not responding to contacts, listing incorrect order numbers. At the same time there are obvious fake reviews from China with broken English from people who likely never used the company (or better yet, work for the company) and whose only review is for
[redacted]: "[redacted] [redacted]"
"[redacted] [redacted] [redacted]"
There are dozens of horror stories on the website with people being stolen from and almost every one has been subjected to having to submit proof of purchase. What does TrustPilot ask of [redacted] each time this is done? Do they not answer to the lies that they're immediately proved wrong about? Here is an example of what a similar consumer complained of:
"[redacted]" Several other consumers reported that [redacted] only offered to help if the customer removed the bad review from TrustPilot
(same thing happened with us)
TrustPilot does not seem to care about the people being scammed and assist the business in taking down bad reviews. Does not appear there is any recourse for any of the times that company lies and is caught in the process. The consumer ultimately suffers

If you write a review for any company they represent they will send you endless spam emails. The company I purchased a product from and wrote a review at TrustPilot, wont ever receive my business ever again because TrustPilot is spamming my email. TrustPilot is a company that probably will sell your personal information for a profit!

Dear [redacted],As a reviews company, we value all feedback, so thank you for your comments. With respect to the sales process, all of the facts and figures discussed are a result of customers who work to leverage and maximize the results of our platform. While there are certainly some elements of...

our service that provide value very quickly after setting up, others may take time. It is for this reason we have an award winning Customer Success team dedicated to working with our partners. Furthermore, the platform works for tens of thousands of business and has for many years. Trustpilot employees are very aware that they cannot make promises that we cannot deliver on, and we take claims that suggest otherwise very seriously. The entire purpose of Trustpilot is to promote dialogue between consumers and businesses. We provide a platform where consumers can share their real experiences with different businesses. We strive very hard to ensure consumers and businesses alike trust the reviews on our platform. We have guidelines to facilitate the use of our platform to ensure consistency and neutrality. We also have processes in place to address reviews that violate the User Guidelines (which can found on our homepage), including a business’ ability to report (or flag) reviews for a reason as outlined in our User Guidelines.  In addition, we have invested in a Compliance Team dedicated to safeguarding trust, protecting the integrity of our platform and helping us set best practices in the online review industry. With the above being said, you entered into an agreement with Trustpilot around services and payment. Like any business owner, we take our contracts seriously. Your company agreed to the billing terms and pricing in the agreement. We accommodated your company by extending the billing throughout the subscription period, as opposed to requesting an up-front payment, to make it easier for your company to make payments. As a result, while customers are able to stop using our service if they wish, we do not accept cancellation of the agreement and it is fair to expect full payment of the service per the terms your company agreed to, regardless of billing frequency. Your substantial usage of our service also supports our expectation of receiving full payment.   Our Customer Success team remains committed to working with your team to deliver the value of our platform. Kind regards,Trustpilot Legal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I find it admirable that you have all of these aspirations for how your employees should be presenting your product; however, that is not how it was presented to us. Again, we have numerous emails to that effect and that is why our account was upgraded free of charge after only working with your company for a week. Again, I have emails that prove you are in breech of your side of the contract and you did not deliver on the over promises that were made. We were told that we would have access to features by using your platform and after we signed up we were then told that we had to meet certain criteria to get those features. Criteria that we were far from achieving. We fully intend to pursue this legally and if we do not receive a satisfactory resolution here we will actively pursue other retailers who have had the same experience as we have. The bottom line here is that TrustPilot breached the contract by not providing the services that were promised. We are not pursuing any additional legal action at this point such as false advertising, but if this issue is not resolved we will not remove any options from the table. All I am asking for is to be left alone and according to your own accounting department who apologized for sending me a "past due" notice stating "that notice was sent to you in error". For a company that is supposedly built on integrity and transparency you really need to work on those aspects. So the simple fact that you are trying to collect money for literally doing nothing at all I find completely unethical and unacceptable. The choice is yours how you want to proceed.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

To the Revdex.com,    Thank you for reaching out to us and allowing us the opportunity to respond.    Trustpilot is an online review community that aims to promote dialogue between consumers and businesses. Company profiles can be created automatically on our...

platform when a person writes a review, and subsequent reviews about the same company are compiled on that profile page. Trustpilot does not actively create company profiles, nor do we remove them. If we were to accommodate any request to delete a company’s profile page and the associated reviews, we would be censoring the voice of the customer. This would contradict our core value of transparency, the foundation of our company and the very reasons why Trustpilot was created. The consumer was able to have their voice heard and their first one-star review about TopResume is still available on their Trustpilot profile page.   We have a Quality and Compliance (Q&C) team who look into reviews which have been flagged by users or companies to be in violation of our User Guidelines. In this specific case, the company reported one of the consumer’s reviews as they claimed that they did not know of the consumer. Once it was reported, our Q&C team investigated the matter and found that the consumer had already left a review of TopResume on March [redacted], 2016, resulting in the consumer reviewing the same company twice.    According to Trustpilot's guidelines, users can only write one review per company. Users are always able to update their review so that it reflects their most recent buying experience with the company. Users are not allowed to create a second profile to review the same company multiple times.    jmOur Q&C team determined that the consumer had created two profiles and left the two reviews, one dated March [redacted] 2016 and the other one on April [redacted], 2016, the latter being the review identified in the complaint. The company reported the second review, which meant that this review was initially hidden while our Q&C team investigated the matter. It was in this investigation that our Q&C team determined the consumer had created a second profile and left a second review for TopResume. Our process when such a situation is discovered is to reach out to the user and explain the User Guidelines to them, while the second review is archived and the second account is blocked. The consumer was notified that their review had been removed.   The review this consumer identifies in the complaint was removed because our Q&C team determined that this consumer already had written a review of TopResume on March [redacted], 2016. That original review is a one star review, which TopResume has replied to and which has not at any point been reported. We have therefore not removed this review and it is available for all to see [redacted].     Kind regards, Trustpilot, Inc.  For more information please visit our trust site: [redacted]. Tell us why here...

To Whom It May Concern: This is in response to Wholesale Point’s complaint dated July**, 2015. Backgroundinformation about TrustpilotTrustpilot is anonline open review community that builds trust and transparency betweenconsumers and businesses. Our aim is to...

provide a platform where consumers mayfind useful information and where businesses embrace the opportunity to getinto a constructive dialogue with their users through an independent thirdparty.Currently Trustpilot has more than 13,000,000 reviews and 8,000,000users. More than 100,000 merchants are reviewed on Trustpilot. More than500,000 new reviews are uploaded on Trustpilot every month. Trust, transparencyand integrity are some of Trustpilot's core values since we find it paramount thatinformation available on Trustpilot is true and accurate.Trustpilot’sBusiness ModelTrustpilot has free and paid services for merchants. Merchants canfreely use the basic features on Trustpilot. These include inviting customersmanually to review them, responding to reviews and reporting reviews forintellectual property infringement, defamatory language, etc. The majority ofthe reviewed merchants are using Trustpilot’s free service, i.e. they are"non-customers". The paid services include Trustpilot’s Review InvitationService, which they may use to invite their users by email to write reviews oftheir buying experiences on Trustpilot. With a subscription, merchants can alsoget the right to display their reviews on their website or via other communicationchannels. Finally, merchants can get access to statistical and analytical toolsand thus obtain insights from their reviews. Only a small amount of themerchants reviewed on Trustpilot are Customers. Customers all have a box on their company profile saying “This companysubscribes to Trustpilot’s Business Services”. User Terms andConditions In order to place a review on our website, a user needs to create a profile onTrustpilot. They do this either by linking their [redacted] profile to aTrustpilot profile or by signing up using their email address and creating apassword. Users can only create a profile by expressly accepting our User Termsand Conditions; these include clauses preventing individuals from creatingmultiple accounts and posting reviews with fraudulent content. Methods to ensureauthenticity in reviewsTrustpilothas a zero tolerance policy against review manipulation, including fake andfabricated reviews. Trustpilot deploy several methods to make sure that reviewsare from genuine customers: 1.      Report Option Trustpilot provides business users with an option to “report” a reviewthat may not comply with our review guidelines for users (“User Guidelines”) or appear tohave been written by someone, who cannot be identified as an actual customer(e.g. competitor reviews). Any business user - i.e. both customers andnon-customers - can report a review; but only reviews about the actualmerchant. When the review is reported, it is transparent for all users ofTrustpilot who, when and why a review has been reportedsince we insert a date stamped standard text explaining why the review is notvisible while we investigate the review. Once notified (see below) or reported, one of our agents in the Trust& Transparency department will investigate the matter. Depending on thereason why the review was reported, we may ask the reviewer for furtherinformation regarding the review. Often we initiate this process by requestingconfirmation of the actual transaction reviewed by the user (so-called Proof ofPurchase). The user is given seven days to update the review (e.g. deletedefamatory statements) or provide the requested information, e.g. documentationof the transaction. If the user responds and the review complies with ourguidelines, the review will be restored on Trustpilot. If the user does notrespond, the review is removed from Trustpilot. However, when Trustpilotremoves a review it will be accessible in Trustpilot’s system but not visibleon the platform unless the review is re-activated if the user responds at alater stage. If the user deletes the review by him or herself, the review isdeleted permanently.Our procedure for assessing reported reviews is independentof whether the reporting merchant is a Trustpilot Customer or not. Our handlingprocess is equal to all merchants and it is surely not possible to buy certainreview privileges if you are a Trustpilot Customer. 2.      Notify ButtonTrustpilot provides all users with an option to “notify” us aboutreviews that may not comply with our guidelines or appear to have been writtenby someone who cannot be identified as an actual customer (e.g. competitorreviews). 3.      Whistle Blower Trustpilot is committed to ensuring better online shopping experiencesfor everyone, which means we do our outmost to root out Fake Reviews. If anyuser experiences Fake Reviews being posted on Trustpilot or reviews collectedin violation of our guidelines, they can fill out our contact form found on ourconsumer site under “contact” and under eachdomain we have a section about trust with a link to the form. When we receive the notification, an agent in the Trust &Transparency department will investigate the reviews on the company profilepage. When the investigation is completed the reviews will either be restoredor removed permanently.4.      Consumer alertAs a step to limit fabricated reviews we recently launched an alert oncompany profiles where we have detected many or serious irregularities. Ourconsumer alert is a noticeable graphic informing our users that we haveobserved e.g. several fabricated reviews on the profile in question. Thisenables us to provide useful information to our users. An example of our liveconsumer alert is available on [redacted]. 5.      Compliance Engine One of our main efforts against fabricated user reviews is ourdeployment and continuous development of our so-called Compliance Engine. Thissoftware measures a lot of components, e.g. IP-address. The Compliance Engineis working around the clock. Comments to WholesalePoint’s complaint Wholesale Point’s complaint appears to revolve around two reviews: one thatwas submitted by a user on February **, 2012 and was reported by WholesalePoint on June **, 2014 for containing sensitive information in contravention ofour User Guidelines (“Review 1”), and another that was submitted by a user onApril **, 2015 and was first brought to our attention by Wholesale Point onJune **, 2015 (“Review 2”). Our team in the Trust & Transparency Departmentinitiated and conducted the usual investigation into both reviews. During theinvestigation, the reviews were made invisible to other users and replaced witha notice stating that the review had been reported, was currently under investigationand would either be deleted or returned following the investigation. The Trust & Transparency department concluded that Review 1contained sensitive information in violation of our User Guidelines, modifiedthe review accordingly, and reinstated the review on June **, 2014. WholesalePoint and the user were notified of this. We did not receive a response. We first received notice via email of Wholesale Point’sclaim that Review 2 violated our User Guidelines on June [redacted]. Thereview was not reported by Wholesale Point through our standard reportingfunction. Upon receiving notice, the Trust & Transparency Department communicatedwith the point of contact at Wholesale Point, conducted our standardinvestigation and concluded that Review 2 violated our User Guidelines. Theuser was asked to modify their review and when the user did not respond, thereview was subsequently archived.  Inshort – Review 2 is no longer visible on Wholesale Point’s Trustpilot companyprofile page. Contrary to Wholesale Point’s assertions and as describedabove, the investigation process is the same whether the company involved is aTrustpilot Customer or not. As emphasized above, we only remove reviews thatcontravene our User Guidelines regardless of whether the reviewed company is aTrustpilot Customer or not. Please do not hesitate to revert if you have any questionsor comments related to Trustpilot or the complaint from Wholesale Point.  Kind regards,Trustpilot Legal   Trustpilot, Inc. [redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While Trust Pilot finally removed an obviously fake review (which should never have been posted at all), they fail to address two important issues.#1 - Why have ALL positive reviews left for Wholesale Point been removed?  There were at least 5 of them.#2 - Why is the only remaining negative review left been re-indexed to [redacted]? Trust Pilot has re-indexed and re-submitted this negative review (while intentionally removing any positive reviews) as if this is a current and accurate review of our business causing us harm as well as monetary damage.Have Trust Pilot remove the old negative review and/or reinstate all positive reviews left by customers on the Trust Pilot site so we can close this matter. In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]