What CustomerLobby Will Actually Remove — and What It Won’t
A genuine, negative review from an actual paying customer isn’t grounds for removal under CustomerLobby’s published policy, even if it’s harsh. Here’s what does qualify, and how to raise it.
Yes, in specific cases — CustomerLobby’s published Review Publishing Policy states it won’t publish (and reserves the right to remove) reviews that aren’t from an actual paying customer, that describe something older than 12 months, that were previously withdrawn, or that contain banned content: obscenity, spam or advertisements, contact information, attacks on other reviewers, malicious code, or defamatory/hateful language. A genuine, unflattering account from a real paying customer within that window is not grounds for removal under the published policy.
What qualifies for removal
- The reviewer was not a paying (or pre-paid) customer of the business
- The review describes an experience from more than 12 months ago
- The review was previously withdrawn by the reviewer
- The review contains spam, advertisements, or references to other companies or websites
- The review contains contact information (email, phone, address, or URLs)
- The review is defamatory, hateful, obscene, or unlawfully threatening or harassing
Frequently asked questions
CustomerLobby’s current published policy doesn’t describe a formal, self-service dispute tool — it states only that CustomerLobby “reserves the right to not publish any review at its sole discretion.” The most reliable approach is contacting CustomerLobby directly, citing the specific published policy the review violates, and providing whatever evidence supports that (e.g., that the reviewer was never a customer).
CustomerLobby does not publish a specific turnaround time for review disputes, unlike some larger platforms. Businesses should expect to follow up directly with CustomerLobby support rather than rely on a published SLA.
Not under CustomerLobby’s published policy. A real paying customer’s unflattering account of their experience, within the last 12 months and free of banned content, doesn’t qualify for removal simply because it’s negative.