TrustSays doesn't remove reviews because they're negative, or because the company disagrees. A review is only held back or removed if it breaks one of the seven rules in the guidelines for reviewers.
What stays
- Negative reviews and harsh, fair criticism.
- Reviews the company disagrees with. The company can reply publicly below the review.
- Reviews from customers who weren't invited. You don't need an invitation and don't need to have bought anything.
- First names of staff.
We don't fact-check your experience. It's your description of what happened.
What may be held back or removed
- Fake reviews, or reviews given in return for payment, discounts or gifts.
- Reviews from someone who owns, works for or competes with the company.
- Personal data such as full names of staff, phone numbers, addresses, emails and order numbers.
- Hateful or threatening content.
- Content that isn't based on an experience with the company.
- Spam, advertising and links.
- Illegal content.
You can read about each rule in The seven rules for reviews.
Who decides?
It's always TrustSays that makes the decision, never the company. Companies can't delete, hide or change a review, and payment gives no influence over what is shown. Paying companies follow the same rules as everyone else.
If your review is affected
You get an email with the decision, the rule and a reason, and you can see it under My profile. If you disagree, you can appeal within 6 months. Read Appeal a decision.
If it's just a single detail that's the problem, e.g. a phone number, you can often edit the review and get it shown again.