Trustpilot review removal case study
Start with one review.
Then the other two.
You shouldn’t have to navigate a review dispute on your own. Here’s what happened when one business asked our team for help.
Could you help with my review?Free human assessment· We typically respond within minutes.
See the conversationTHE STARTING POINT
Behind every review,
there’s a business owner.
A customer in France was dealing with several negative Trustpilot reviews. They weren’t ready to commit to all of them at once, so we agreed to begin with one.
The customer wanted to see the first result for themselves before deciding on the rest. Each step below is tied to a message or record from the case.
We have omitted identifying details to protect the client’s privacy.
FOLLOW THE CASE
From first message
to the outcome.
From the first request to the outcome, these are the milestones recorded in the correspondence. Every screenshot is shown in full at the step it belongs to, with its text beside it.
Private details protected
- 01The review
What one of the reviews says
One of the reviews, written in French, describes commitments that weren’t kept, messages that went unanswered and a deposit that had not been returned. We show an excerpt and a translation. The full review is longer.
The reviewExcerpt of the French original, cropped from a longer review. Reviewer, dates and the deposit amount are removed. Read the translation
Our translation of selected passages from the original French review. It is not word for word.
Title: “A nightmare…” “Several commitments made by the owners, including some in the contract, were not honored. […] Communication became very difficult. What worries us most is that a year later, our deposit of [amount removed] has still not been returned. Despite many follow-ups by phone, email and message, we have had no reply. We feel a deep lack of reliability and seriousness.”
French originalTitre : « Un cauchemar… » « Plusieurs engagements pris par les propriétaires, y compris certains figurant au contrat, n’ont pas été respectés. […] la communication est devenue très difficile. Le plus préoccupant reste qu’un an après […], notre caution de [montant supprimé] ne nous a toujours pas été restituée. Malgré de nombreuses relances par téléphone, e-mail et message, nous n’avons plus aucune réponse. Notre ressenti est celui d’un profond manque de fiabilité et de sérieux. »
- 02Sep 19
The customer asks for help
A customer in France asked us to look at four negative reviews. Our team’s first assessment followed about 20 minutes later. On Sep 20 the customer told us one of the four had already been removed before we began any work, so we don’t count it. Three remained.
- 03Sep 21
The customer chooses to start small
They weren’t ready to commit to all three at once. They chose one review first, to test our work, and said they’d consider the other two if it was removed for good.
Starting smallExcerpt of the customer’s message to us. The correspondence was in English. The reviewer’s name is omitted. Read the message excerpt
Selected passages from the original correspondence. Identifying details and unrelated passages omitted.
“We would prefer to begin with this review so that we can assess the effectiveness of your intervention and the results obtained. If [reviewer name redacted] review is successfully and permanently removed, we would be very interested in continuing our collaboration with you for the two other negative reviews currently appearing on our Trustpilot page.”
- 04Sep 22
Work begins on the first review
We acknowledged the customer’s payment and told them work was starting.
Payment came before work began, under the terms quoted for this case. Our current offer is a free assessment, a fixed quote and no success, no charge.
- 05Sep 26
The customer sees the first one is gone
The customer confirmed on their own that the first review had disappeared. The same day they approved and paid for the remaining two, and we acknowledged.
- Sep 30
All three confirmed
We told the customer both remaining reviews were gone. They replied that every review they had asked us to work on had disappeared from their Trustpilot profile.
From the start of work on Sep 22 to the customer’s first confirmation on Sep 26 was about four days. Dates are as recorded in our admin, in local time. They don’t show when Trustpilot acted.
The customer’s confirmationExcerpt of the customer’s closing message, in English. No names or contact details are visible. Read the message excerpt
Selected passages from the original correspondence. Identifying details and unrelated passages omitted.
“First of all, we would like to sincerely congratulate you and thank you for the excellent work you have done. The two remaining reviews have now been successfully removed, which means that all the reviews we asked you to work on have disappeared from our Trustpilot profile. We are extremely pleased with the result and very grateful for your efficiency.”
A review worrying you?
Start by finding out where you stand.
OUR ANALYSIS · NOT THE PLATFORM’S REASON
A stronger challenge
starts with the right grounds.
We have no platform decision or quotable reason for this case, so we don’t claim one. Our assessment starts from Trustpilot’s guidelines for reviewers. What the guidelines would support in a given case is our analysis, not Trustpilot’s finding.
How we would approach a case like this
- Separate negative feedback from specific potential policy issues.
- Check relevant evidence and any report already submitted.
- Prepare a focused challenge; use an available appeal if warranted.
- Check the review’s status and explain the outcome to the client.
This is our recommended approach, not a record of each submission or appeal in this case.
A review about poor communication or an unreturned deposit is not automatically against the rules, and criticism alone is not grounds for removal. This outcome rests on the customer’s written confirmation and our case records. We have not added an independent platform check.
Read Trustpilot’s guidelinesHOW IT WORKS
What happens between
your message and the result.
This is how we work today. It is not a record of the tools used in the cases on this site.
- 01
You send the review
Share the link and what worries you. AI helps us read the review and prepare a suggested approach quickly.
- 02
A person decides
Our team checks that approach against the platform’s rules and your context, then tells you honestly whether there are grounds. If there aren’t, we say so.
- 03
We make the challenge and keep you posted
We prepare the report or appeal, explain what to expect and update you as things move. The platform sets its own timing.
- 04
You check the result
We tell you when the review is gone, and you can look for yourself. Free assessment, a fixed quote before you commit, and no success, no charge.
BEFORE YOU TAKE THE NEXT STEP
You have questions.
Let’s answer them.
Could you help with my review too?
Start with a free assessment. Send the review link and explain what concerns you. A person will check whether there are reasonable grounds to challenge it and explain your options. We typically respond within minutes.
Do I have to commit to every review at once?
No. In this case the customer began with a single review to see how it went. We explain the scope and terms of each piece of work before you decide.
Will my reviews be removed this quickly?
The dates on this page are the record of one case, not a promised turnaround. The platform, the evidence and any further review all affect timing. We explain expectations before you decide to proceed.
What if there are no grounds for removal?
We will tell you. Legitimate criticism is not enough on its own. The assessment is free, and there is no obligation to proceed.
What will I need to do?
For the assessment, share the review link or business location and the relevant context. You do not need to share passwords. If we need documents or an action from you later, we explain what is needed and why.
YOUR REVIEW IS THE NEXT CONVERSATION
Stop wondering
what you can do.
Send us the review. We’ll take a proper look, explain whether there’s a case and tell you what happens next.
- Free human assessment
- We typically respond within minutes.
- No success, no charge
Which review would you like removed?
Paste a review or business profile link. Start with one review. No upfront payment.