What Trustpilot Will Actually Remove — and What It Won’t
A genuine negative review from a real customer stays up, even if it’s harsh. Here’s what does qualify for removal, and how the process actually works.
Yes, in specific cases — Trustpilot removes reviews that violate its guidelines: fake or fabricated reviews, reviews left about the wrong business, incentivized reviews, coordinated fake-review activity, and content like hate speech or exposed personal information. A real customer’s genuine but unflattering account of their experience is not grounds for removal.
What qualifies for removal
- The review is fake or doesn’t reflect a genuine transaction or experience
- The review was left about the wrong business
- The reviewer received or was offered an incentive for the review
- The review is part of a coordinated fake-review campaign
- The content includes hate speech, exposed personal information, or other guideline violations
Frequently asked questions
A business that has claimed its Trustpilot profile can use the flagging tool in its free Trustpilot Business account, selecting the specific guideline the review violates and providing supporting evidence.
Trustpilot targets around 7 business days for a decision, though complex cases involving more evidence can take longer.
Trustpilot’s stated policy is that you can appeal a decision you disagree with by following the instructions in the decision email. An appeal is generally most effective when it includes evidence that wasn’t part of the original flag, rather than restating the same argument.