Item: Trustpilot
Rating: 1
Author: Brent Burrows II

Overall Satisfaction with Trustpilot

Use Cases and Deployment Scope

We use Trustpilot to collect reviews on our website, leveraging their automated review sending tools to request reviews for customers who were confirmed to had placed ecommerce orders.

We also utilize their Product Q&A and Product Review widgets on our ecommerce store - enabling customers to gain more insight and information whilst browsing product listings.

Pros and Cons

Pros

Automated Review Requests
Facilitating Product Q&A
Ease of Review Management

Cons

Customer Communication
Agreement Terms, Contracts
Price Transparency

Return on Investment

Ability to market positive reviews
Negligible monetary return

Usability

The business app / portal works well and is easy to navigate - functionally, it is rather nice and intuitive. No issues with the interface or abilities of the product itself, it does what it claims to do. The widgets are easy to insert into your own website, and the instructions provided are accurate and easy to follow.

Alternatives Considered

Google Business Profile

Google Business is free, and you covers the standard features you get from Trustpilot - arguably with more reach. For us, it was a solid backup after having our relationship sullied by our TP account manager.

Key Insights

Do you think Trustpilot delivers good value for the price?

Are you happy with Trustpilot's feature set?

Yes

Did Trustpilot live up to sales and marketing promises?

Yes

Did implementation of Trustpilot go as expected?

Yes

Would you buy Trustpilot again?

Other Software Used

Zendesk Suite, Slack, Spruce

Likelihood to Recommend

Unfortunately, Trustpilot's disingenuous pricing habits and communication methods are the reason we ultimately ended our 3 year relationship with the company. In 2023, we signed a 1 year agreement for their basic plan (product reviews, Q&A, etc) at $3,800/year... Fair enough. In 2024, the price jumps to $5,040/year... Okay, steep - but we're still seeing good use of the tools, sort of justified? For 2025 it skyrockets to $8,976/year (+78% from prior)... But, after a month of haggling and threats to cancel, they 'graciously' drop it to $7,569/year. Now for 2026, Trustpilot is demanding $9,576/year for the EXACT SAME PLAN. That's a 152% increase since we started, with zero added value.

Comments

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Okay Software, Predatory Pricing