Urgent: Negative Review on TrustProfile – Need Assistance

DWQA QuestionsCategory: Customer reviewsUrgent: Negative Review on TrustProfile – Need Assistance
Hung asked 2 months ago

Hello Support Team’s,

I hope this message finds you well. I’m writing to bring an urgent matter to your attention regarding our store’s online presence.

Unfortunately, our store has recently received a negative review from a dissatisfied customer on our TrustProfile page. This review could potentially impact our reputation and credibility among our customers. I understand that it’s crucial to maintain a positive image, and I’m reaching out to seek your assistance in addressing this issue.

It appears that the review cannot be removed from the TrustProfile website. I kindly request your guidance on any possible actions we can take to mitigate the impact of this review. If there are any official channels or steps we can follow to address this situation, I would greatly appreciate your expertise.

We take great pride in the quality of our products and services, and we are committed to providing the best experience for our customers. Your assistance in resolving this matter would be invaluable to us.

Please advise on the best course of action to rectify this situation and improve our online reputation. I’m eager to work with you to find a solution and prevent any further damage to our brand’s image.

Thank you in advance for your prompt attention to this matter. Your support is highly appreciated.

Best regards,


1 Answers
admin Staff answered 2 months ago

Hello Droshicano,

I’m sorry to hear that you received a negative review. If it is a genuine customer review, we can indeed not remove it (please see the consumer review policy for more insight into our moderation process https://www.trustprofile.com/consumer-review-policy/).

In general, negative reviews are an opportunity to build credibility. A few negative reviews among many positive reviews increases the trustworthiness of all reviews. No one trusts a site with 500 reviews that all have 5 stars. So it is important that many customers write a review, even those who are ‘just’ satisfied. You achieve this by sending an invitation after every order, make it as easy as possible for them to write a review.

We also see that consumers look at negative reviews more often. Write an appropriate response to them. One in which you show understanding and offer (or seek) a solution, remembering that you write the response not only for the reviewer, but also for the wider audience that reads the review. If people see that you take complaints seriously, it will increase the trustworthiness of your website.

Want to know more about how to deal with negative reviews? Then read this blog on the subject: https://www.trustprofile.com/negative-reviews-are-opportunities-for-your-e-commerce-store/

This is a general comment on how to deal with negative reviews. What is your domain? And which review is this question about? Then I may be able to give more specific tips on how to deal with it.