What Sitejabber Will Actually Remove — and What It Won’t
A genuine negative review from a real, verified customer stays up, even if it’s harsh — and Sitejabber states outright that businesses can never pay to remove or suppress a review. Here’s what does qualify, and how the process actually works.
Yes, in specific cases — Sitejabber removes reviews that violate its content guidelines: reviews not based on a firsthand, genuine transaction; paid, incentivized, or undisclosed-employee reviews; reviews traded between businesses; personal attacks or hate speech; and irrelevant or promotional spam. Its automated system also filters reviews it suspects are fake. A real customer’s genuine but unflattering account of an actual purchase is not grounds for removal, and Sitejabber explicitly states businesses can never pay to remove or suppress a review, and does not arbitrate factual disputes between a reviewer and a business.
Sitejabber’s review guidelines (published under the SmartCustomer brand)Which reviews can be removed?
- The review isn’t based on a firsthand, genuine purchase or transaction (including second-hand accounts)
- The review is paid, incentivized, or written by an undisclosed employee, owner, or competitor
- The review was part of a review-trading arrangement between businesses
- The content includes personal attacks, hate speech, or irrelevant promotional/spam material
- The review is more than one submission for the same transaction (duplicates are removed)
- Sitejabber’s automated fake-review detection flags the review as suspected fraudulent activity
If a flag or dispute is denied
Sitejabber allows both reviewers and businesses to appeal a moderation decision they disagree with by contacting its support team with additional documentation; published guidance points to roughly 10 business days for a decision, and an appeal is generally strongest when it includes evidence — such as proof the review doesn’t reflect a genuine transaction — that wasn’t part of the original flag.
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For reviews that don't qualify for removal, a professional response and a consistent flow of new reviews does more than chasing a removal that isn't coming.
Frequently asked questions
A business that has claimed its free Sitejabber profile can flag a review through its business dashboard, citing which guideline it believes the review violates, or contact Sitejabber’s business support directly with supporting documentation.
Sitejabber’s published guidance points to roughly 10 business days for a moderation decision on an appeal or flag, though cases requiring more documentation can take longer.
No — Sitejabber states plainly in its own FAQ that under no circumstances can a business pay to remove or suppress a review. Removal only happens when a review violates its content guidelines.
Sitejabber does not arbitrate factual disputes between a reviewer and a business — it evaluates whether a review breaks its content rules, not whether every detail in it is accurate. A business that disagrees with a review’s substance can post a public response and, where appropriate, request Sitejabber verify the reviewer’s proof of purchase.
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