Reviewcentre 

Resposta da Reviewcentre

26 de abr. de 2013

Hi Dan,

Thanks for leaving your feedback. Unfortunately we are unable to look into this matter for you as we do not recognise your name. We would be happy to try and help you as it seems you may have got the wrong impression of Review Centre.

We do our best to remain impartial and address the concerns of both our members and the companies on the Review Centre website.

I can only apologise for the negative experience you have had and hope you would be willing to give us a second chance. Please contact us at complaints@reviewcentre.com so we can help you.

Kind regards

The Review Centre Team

Resposta da Reviewcentre

28 de mar. de 2013

Hi David,
Thanks for leaving your review for Review Centre. You raise interesting points that are of concern to us, and should be of concern to all our readers. We would like to pass comment on what you have said and, if possible, get your help to make the site a better place for all our users.
We have many technical measures in place to keep undesirable reviews from the site. However, it would be naive to say that attempts are not regularly made to manipulate the site, and some of these will undoubtedly be successful. This is a problem for us but it is something that we are keenly aware of and take strong measures to counter. When we become aware of businesses that have tried to fool our readers in this way an investigation into all of their reviews is launched.

We have a large site to manage, and do an effective job of doing so. However, it is not possible for us to see everything that happens which is why we rely on, and encourage our community of users to get in touch with us and report things that they see on the site that do not stack up. We promise that any complaint received will be taken seriously and investigated. On this occasion we were conducting an investigation into the company and apologise if you feel the action was not swift enough. We will of course take this feedback on board, but it is a lengthy process and we need to be sure we are not removing genuine reviews from real customers.
As you mentioned we did allow your reviews to be posted as we do believe that all customers should be able to share their experience. We rely on those who have had both negative and positive experiences to share their feedback for companies and I am sure your contribution was a great help to many members.
If a matter can be resolved between a customer and a company we are always happy to keep the review on the website or simply update it, however if a conditional agreement is made with the company this is out of our control. No company can be perfect and we think it is good that they try to resolve the matter with their customers. Usually in this sort of situation, we would prefer the company to resolve the matter and then for the reviewer to include all details of the experience from the initial poor experience to the resolution offered by the company.

Please let us know the details of this other company you suspect is posting false reviews so we can conduct an investigation by contacting us at complaints (at) reviewcentre (dot) com.

We hope to hear from you soon.

Review Centre Team

Resposta da Reviewcentre

13 de mar. de 2013

Hi,

Thanks for posting your review for Review Centre. We received your email but did not get a chance to respond as you requested us not to contact you. I am sorry that you had a negative experience; I would really like to explain the situation to you and hopefully address your concerns.

With regards to your review, we would have been more than happy to update your review. Your concern in the initial email to us was that your account was showing you had not posted a review - our reply confirmed that you had submitted 2 reviews and one of those was live on the website. I am sorry for the confusion, we did not realise that you wanted to update your review and would still be more than happy to do this for you.

I apologise if you felt our response in any way was bullying, this was not our intention at all. I can understand that you were worried that the reviews were not genuine based on your experience with the company, but questioning whether a reviewer has been paid to write the review or stating it is "tosh" is not the sort of thing that we like to have addressed via comments. I now understand from your email that you meant this a witty retort and apologise for the misunderstanding. We are always more than happy to investigate any reviews that concern our members and will conduct an investigation into the company.

Please let me assure you that we welcome both positive and negative feedback for companies. We are not associated with any companies on the website and remain impartial at all times. It is so important to us that reviews are genuine so that our members can make informed decisions based on them. We are aware that some companies do try to circumvent our system and we have many checks in place to try and prevent this. We do not deny that on rare occasions companies do successfully abuse our website and appreciate members, like you, bringing these matters to our attention. In the email to you, I said we would be conducting an investigation into the company, so thank you again for letting us know about your concerns. We rely on our community of members to help us with these matters.

I understand that you have had a negative experience with us but hopefully you would be able to give us a second chance. We would be more than happy to update your review if you would still like us to do so. If not, we understand and apologise for any inconvenience caused. Please do not hesitate to contact us at complaints@reviewcentre.com.

Kind regards

Review Centre Team

Resposta da Reviewcentre

11 de fev. de 2013

Hi Bob,

We would like to apologise for the negative experience you have had with Review Centre and hope that we can shed some light on how this matter can be resolved.

It appears that you may also have come to some incorrect conclusion about how we operate. It is not the case that as you mentioned "anyone can post anything".

All of our reviews are checked before they go live on the site by a complex algorithm. If we see anything suspicious we always investigate further. After all, the point of our site is that it is a place where people can come and trust what they have read about a product or service. It does us no good whatsoever if there is a false review on the site.

You also mentioned that our reviews are not accurate and trustworthy. We have a thorough complaints procedure in place so that companies can bring these matters to our attention. We have a "report this review" facility on each review and upon reporting the review we will take the review down temporarily and ensure that it has been submitted from a genuine customer. If you feel that specific elements of the review are not accurate then we are happy to request supporting information from the reviewer.

Please contact us at complaints(at)reviewcentre(dot)com and let us know which review you are concerned about and will be more than happy to work closely with you to resolve the matter.

Kind regards

Review Centre Team

Resposta da Reviewcentre

3 de jan. de 2013

Hi Lesley,

Thanks for leaving your feedback for us and we are so sorry for the problem that you describe. I hope that we can explain what happened.

What you initially describe is the start of our complaints process, whereby we have received a report from a business owner about the content of your review and we begin to seek further information so that the review can be reinstated to the site. However what happened after this was completely abnormal and unacceptable. As we have already explained to you personally via email, we are bedding in a new piece of email software that, unbeknown to us does not deal well with replies from recipients who have been bcc’d into a email, as you were. Your contact with us, and our resulting investigation means that this case will be a one off as we have been able to isolate the problem.

All of this is not an excuse for your emails being shared with other members of our site. For this we sincerely apologise.

Kind regards

The Review Centre Team

Resposta da Reviewcentre

3 de jan. de 2013

Hi Jenny,

Thanks for leaving your feedback for us here on Trustpilot. I know that we have had quite a bit of correspondence with you and we are really sorry that we’ve not been able to help you with your concerns about the advertisements that we place on our site.

We just wanted to reply to your review to let you, and other readers of Trustpilots pages know the background to your complaint.

As a free to use service we fund our site through advertising. We have different types of advertising including traditional banner and MPU style ads, as well as the in text ads that you were concerned about. This is the business model that we have chosen, and we feel that it works well in keeping us independent from the advertisers who use our site, as all ads are arranged through third parties. Trustpilot is funded through its business account feature, which is why it does not need advertising on its site.

We understand that both types of business model have relative drawbacks and benefits and we are constantly striving to offer the best service to our members.

Kind regards

The Review Centre Team

Resposta da Reviewcentre

23 de abr. de 2012

Hi Joanne,

Thanks for leaving your feedback for us and we are really sorry that you have been left unhappy with your experience with Review Centre.
Despite your username here on TP sounding as if it is actually your real name, I am afraid that we have not been able ascertain the situation that you are describing.
However, there are a few things that we would like to say about your review despite not knowing the specifics.
You state that when you made a complaint to us about your review we told you that ‘there was nothing that we could do’. We find this very difficult to understand as we have a stringent complaints procedure that is followed in all cases. If your complaint had been accepted the review in question would have been removed and investigated. Only if the reviewer had been able to provide us evidence to verify to us that they review was genuine would it have been reinstated to the site.
If you would care to get back to us on this matter we would be happy to look into it again and, if we have decided to retain the review we will explain fully to you why this decision was made.

Kind regards

Review Centre Team

Resposta da Reviewcentre

30 de jan. de 2012

Hi Alex,

Thanks for your feedback and sorry to hear that you have had such a negative experience using Review Centre. We have had a look through our records for a review submitted by yourself for UK Visa and Immigration but not been able to find one that can be linked to the user name that you use on TP. Because of this we cannot comment specifically on the issues surrounding your case, however below we can outline the process that you would have gone through had your review received a complaint from the company.

Upon receipt of a valid complaint your review would have been temporarily withdrawn and you would have been contacted to advise of the concerns of the company, and the information that we need in order that your review be reinstated. Our desire is obviously to retain reviews that are written in line with our terms and conditions and we give reviewers every opportunity to get their reviews back online.

It is not true to say that all of the negative reviews for this company have been removed. A number were reported to us and unfortunately several of the authors did not reply to our emails. However others did and these customers of UK Visa and Immigration were able to provide us with the information required to have their review reinstated. The concerns of this company were genuine and we feel that it is right and just to hold these reviews offline while their veracity is established.

While we have measures in place to ensure that reviews submitted to our site are of genuine origin, if members have valid concerns about the legitimacy of reviews these complaints will be treated in exactly the same way as the outlined above.

We would be really happy to hear from you with any further concerns that you have, or if you wish to discuss your review for this company. We can be reached on complaints at reviewcentre (dot) com.

All the best

Review Centre Team

Resposta da Reviewcentre

25 de jul. de 2011

Hi Stuart,

Thanks for leaving this review for www.reviewcentre.com. It seems that the person you were talking to may have been either pulling your leg, or was perhaps just misinformed.
At Review Centre we do have filters that protect of site from undesirable reviews, but in no way do these pick and chose reviews based on ratings. We are equally happy to host both positive and negative reviews (as a cursory glance at the site will confirm).
We take seriously our responsibility to businesses to ensure that reviews offer a true reflection of the service offered. We would certainly not attempt to misrepresent a company in the way suggested.
If you have any further questions about this we would be more than happy to hear from you via our site.

Kind regards,

Review Centre Team

Resposta da Reviewcentre

25 de jul. de 2011

Hi Sam,

Thanks for your review of www.reviewcentre.com.

I am afraid that your statement is just not factually correct. We are happy to host all kinds of reviews but when we do receive complaints we take them very seriously and we expect our reviewers to be able to substantiate the claims that they have made.

As the publishers of others content, we do sometimes require evidence to verify reviews and we feel that this is not only the best and fairest thing to do for the companies who we host reviews for, but also for our readers who can be assured that the reviews they read are genuine.

Just to confirm, we have no association with WebcreationUK. We would be more than happy to talk further about this. Please feel free to get in contact with us through our site.

Kind regards

Review Centre Team