A fraudulent Trustpilot review can drag down your rating. Here is how to tell a fake from a fair complaint, flag it correctly, and escalate if Trustpilot says no.
A single fake review on Trustpilot can pull your rating down and reach customers who never hear your side. Trustpilot does remove reviews that break its rules, but only when you flag them correctly and make the right case. Acting fast and accurately matters more than acting loudly.
Under Trustpilot's content guidelines, a harsh review from a real customer is allowed, even when you disagree with it. Trustpilot removes reviews that are fabricated, promotional, harassing, or posted by someone with no genuine experience of your business. Competitor reviews and content about the wrong company qualify, and Trustpilot can ask the reviewer to prove a real experience.
Trustpilot upholds many reviews on first pass, so a rejection is common. Reply to the decision with any evidence that the review is fraudulent and name the specific guideline it breaks. While the review stands, post a calm, factual public response so future readers see a measured owner rather than an unanswered claim.
Most fake reviews are spotted too late, after they have already cost you customers. Speed matters because a review flagged while it is fresh is easier to act on. Saint Aura notifies you whenever a new review lands, so you can review and report a fake right away. It also gives unhappy customers a private feedback path so your team hears about service concerns directly — helping reduce the chance they escalate into a public review.
Saint Aura makes it easier for customers to share their real experience — through a QR-based guided flow, in their own language, with an AI-assisted draft they can edit before posting.
