How to Remove a Trustpilot Review: Step-by-Step Guide
A negative Trustpilot review can affect how potential customers see your business before they ever visit your website, call your team, or make a purchase. If you want to learn how to remove a Trustpilot review, understanding the right process can help protect your reputation.
But can you remove a Trustpilot review?
The short answer is: sometimes — but a business cannot simply delete a customer review because it is negative.
Trustpilot allows businesses to report reviews when there is a legitimate reason to believe that the content breaches its guidelines. Trustpilot then evaluates the report and decides whether the review should remain online, be changed, or be removed.
Trustpilot currently recognizes reporting reasons including harmful or illegal content, personal information, advertising or promotional material, reviews not based on a genuine experience, and reviews concerning a different business. Trustpilot Legal
This guide explains how to remove a Trustpilot review, what types of reviews may qualify, what evidence can strengthen a report, how the reporting process works, and what you can do when Trustpilot refuses to remove the review.
Quick Answer: How Do You Remove a Trustpilot Review?
If you are a business, you cannot directly delete a customer’s Trustpilot review.
You normally need to:
| Step | What to Do |
|---|---|
| 1. Review the content | Determine whether the review potentially violates a Trustpilot guideline. |
| 2. Identify the correct violation | Choose the reporting reason that best matches the problem. |
| 3. Preserve evidence | Save screenshots, links, records, dates and relevant business information. |
| 4. Flag the review | Report it through your Trustpilot Business account. |
| 5. Explain the issue clearly | Focus on the specific guideline violation rather than simply disputing the review. |
| 6. Monitor Trustpilot’s decision | Provide additional information if requested. |
| 7. Challenge an incorrect decision when appropriate | If new or overlooked evidence exists, follow the available review or appeal process. |
If you wrote the review yourself, the situation is different. Trustpilot says reviewers can edit or delete their own reviews through their accounts. Trustpilot Legal
Can a Business Delete a Trustpilot Review?
No.
Businesses do not have a button that allows them to delete customer reviews from their Trustpilot profiles.
The reviewer owns the review and can edit or delete it. A business can instead flag a review when it believes the review violates Trustpilot’s guidelines. Trustpilot
That distinction is important.
A review does not normally become removable simply because:
| Usually Not Enough | Potentially Reportable |
|---|---|
| The review gives you 1 star | It contains another person’s private information |
| You disagree with the customer | It appears not to describe a genuine experience |
| The customer exaggerates | It contains harmful or potentially illegal material |
| The complaint hurts your reputation | It is clearly about another company |
| You refunded the customer | It primarily contains prohibited promotional content |
| You resolved the complaint | It may contain a specific guideline violation |
| The review seems unfair | There is evidence supporting an applicable reporting reason |
Trustpilot specifically states that disagreement, criticism, or a low rating is not by itself a valid reason for removal. Trustpilot Legal
When Can a Trustpilot Review Be Removed?
The first question should not be:
“Is this review damaging?”
It should be:
“Which Trustpilot rule might this review violate?”
Trustpilot’s current framework gives businesses several main reasons for reporting reviews. Trustpilot Legal
1. The Review Is Not Based on a Genuine Experience
This is one of the most important categories businesses encounter.
Trustpilot requires reviews to reflect a genuine experience, but a genuine experience does not necessarily require a purchase.
Someone may potentially have a genuine experience after:
- contacting a company;
- visiting a location;
- making an inquiry;
- using a service;
- placing an order;
- interacting with a business in another legitimate way.
This means saying:
“We cannot find this person’s name in our customer database.”
is not automatically enough to prove that the review is fake.
Trustpilot also permits reviewers to use usernames that do not necessarily match the names in your customer records. Trustpilot
Stronger warning signs
The situation becomes more meaningful when the review describes something that appears objectively inconsistent with your business.
Example
Imagine a review states:
“I bought a Mercedes from this company last Friday and the salesman John refused to refund me.”
But:
- your company does not sell cars;
- you have never sold Mercedes vehicles;
- no employee named John works for your company;
- you provide software services;
- the reviewer describes a location in another country.
That is much more useful than simply saying:
“We don’t recognize this reviewer.”
Useful evidence might include:
Customer records, product catalogs, location information, employee records, service lists, relevant correspondence, booking systems or transaction history.
Trustpilot itself notes that references to a product a business does not sell or a location it does not operate may be relevant when assessing whether an experience is genuine. Trustpilot Legal
2. The Review Contains Personal Information
Trustpilot restricts reviews containing certain personal information belonging to another person.
Examples can include:
| Potential Personal Information | Example |
|---|---|
| Telephone number | An employee’s private mobile number |
| Email address | A staff member’s personal email |
| Personal identity information | Details identifying an individual |
| Photographs or videos | Images of another person |
| Private contact information | Information allowing someone to be contacted or identified |
However, context matters.
Trustpilot states that information already publicly available on the business’s Trustpilot profile or website may be treated differently. It also distinguishes between a reviewer publishing their own information and revealing another person’s information. Trustpilot Legal
Example
A review saying:
“The receptionist was rude.”
is very different from publishing that employee’s private phone number, personal email address and private photograph.
When reporting personal information, identify the specific information at issue rather than making a general complaint about the entire review.
3. The Review Contains Harmful or Illegal Content
Certain reviews can potentially be reported because of harmful or illegal content.
Trustpilot’s guidelines include categories involving matters such as threats, violence, hate or discriminatory content, severe obscenity and potentially defamatory statements. Trustpilot Legal
But businesses need to be careful with the word defamation.
A negative opinion is not automatically defamatory.
For example:
“Their customer service was terrible.”
is an opinion.
Compare that with a specific factual accusation alleging serious unlawful conduct. The second situation can raise very different questions.
Trustpilot states that it generally takes a neutral position on ordinary factual disputes between customers and businesses. Trustpilot Legal
Important difference
Negative ≠ defamatory.
Unfair ≠ illegal.
Offensive to the business ≠ prohibited content.
Your explanation should focus on the precise statement and why it may fall within the relevant policy.
4. The Review Contains Advertising or Promotional Content
Trustpilot reviews are intended to describe genuine experiences rather than operate as advertising.
Potential problems can include promotional links, unrelated calls to action, discount codes, spam, scam promotion or promotion of an unrelated business.
Trustpilot also makes an important distinction: merely mentioning or comparing another business is not automatically grounds for removal. Trustpilot Legal
Example
Probably not enough:
“Company B gave me better service than Company A.”
Potentially more relevant:
“Forget this company. Use ExampleCompetitor.com — enter my code SAVE50 to get 50% off.”
The context and purpose of the content matter.
5. The Review Is About a Different Business
Sometimes customers simply review the wrong company.
This is especially common when:
- businesses have similar names;
- franchises operate multiple profiles;
- businesses operate in several countries;
- different companies use similar websites;
- a customer selects the wrong Trustpilot profile.
Trustpilot allows businesses to report reviews that clearly concern another business. Trustpilot Legal
Example
Assume your business only operates in Canada.
A review states:
“I visited your Manchester branch yesterday and spoke with James at reception.”
But:
- you have no UK locations;
- you have never operated in Manchester;
- there is another similarly named company in Manchester.
The information inside the review itself could support the argument that it was published on the wrong profile.
Trustpilot Review Removal Eligibility Table
Before reporting a review, use this quick assessment.
| Review Situation | Removal Potential | What to Check |
|---|---|---|
| Genuine customer gives 1 star | Low | Negative ratings are permitted |
| Customer exaggerates service quality | Low | Ordinary factual disputes usually remain |
| Reviewer describes a product you never sell | Potentially stronger | Product/service records |
| Review identifies a branch you don’t operate | Potentially stronger | Location records |
| Employee’s private phone number is exposed | Potentially reportable | Exact personal information |
| Review contains threats | Potentially reportable | Exact threatening statement |
| Review advertises an unrelated company | Potentially reportable | Promotional content/context |
| Reviewer uses a name you don’t recognize | Weak by itself | Look for additional inconsistencies |
| Review is obviously meant for another company | Potentially stronger | Business/location details |
| Customer received a refund but keeps the review | Usually not enough | A refund does not automatically invalidate the review |
How to Remove a Trustpilot Review Step by Step
Step 1: Preserve the Review Before Doing Anything
Before contacting anyone, document the review.
Save:
- the direct review URL;
- the reviewer’s username;
- the publication date;
- the star rating;
- screenshots of the complete review;
- any later edits;
- relevant supporting records.
This gives you a clean record of what appeared publicly at the time you assessed it.
Why this matters
A reviewer may later edit the content.
Having the original version can help you understand exactly what was reported and why.
Step 2: Read the Review Sentence by Sentence
Do not report a review immediately because it feels unfair.
Separate the review into:
Opinion
“The service was awful.”
Factual statement
“They charged my card three times.”
Potential guideline problem
“Here is the employee’s private telephone number…”
These require different responses.
A strong report isolates the precise issue rather than attacking everything the reviewer said.
Step 3: Match the Review to the Correct Trustpilot Reporting Reason
This is one of the most important steps.
Do not begin with:
“How can I make Trustpilot delete this?”
Begin with:
“Which reporting reason actually applies?”
Your options may include:
| Reporting Reason | Questions to Ask |
|---|---|
| Not a genuine experience | Are there objective inconsistencies showing the described interaction could not have occurred? |
| Personal information | Does the review reveal another person’s protected/private information? |
| Harmful or illegal | Is there a specific threat, harmful statement or potentially unlawful content? |
| Advertising/promotional | Is the review being used primarily for spam or unrelated promotion? |
| Different business | Does the review clearly describe another company, location or profile? |
Trustpilot warns businesses against misusing the reporting system and expects businesses to report fairly and consistently. Trustpilot Legal
Step 4: Gather Evidence That Matches the Violation
More evidence does not automatically mean a stronger case.
Relevant evidence is what matters.
Use this evidence matrix:
| Type of Review Problem | Potential Supporting Evidence |
|---|---|
| Wrong product | Product catalog / website / internal product records |
| Wrong location | Official list of branches |
| Unknown transaction | Booking, CRM or order search results |
| Wrong employee | Staff records or scheduling records |
| Personal information | Screenshot identifying the exact data |
| Different company | Company names, addresses, domains or transaction information |
| Promotional review | Screenshot showing promotional links/codes |
| Impossible timeline | Opening hours, booking history or dated records |
Avoid irrelevant material.
If the question is whether your company operates a branch in Berlin, sending twenty pages of customer-service emails probably will not help.
Step 5: Flag the Trustpilot Review
Businesses can report qualifying content through their Trustpilot Business account. Trustpilot also states that businesses without a Business Account may contact its Content Integrity team. Trustpilot Legal
When preparing the report, explain:
What happened → What policy appears relevant → Which part of the review creates the issue → What evidence supports that conclusion.
Weak report
This is fake. The customer is lying and damaging our company. Delete it immediately.
Better report
The review states that the reviewer purchased Product X at our Berlin store on 18 September. Our company does not sell Product X and has never operated a location in Berlin. We have attached our current service list and location information. We believe the review may relate to another company or may not describe a genuine experience with our business.
The second version gives the moderator something concrete to investigate.
Step 6: Understand What Happens After You Report the Review
A report does not automatically mean the review disappears.
Trustpilot may:
- assess the review;
- analyze available data;
- request additional information;
- contact the reviewer;
- allow content to be corrected;
- remove content where a violation is established;
- determine that the review should remain online.
Trustpilot says most flagged reviews remain visible while being investigated, while reviews flagged for harmful or illegal content may be temporarily blurred during assessment. Trustpilot Legal
There is no legitimate way to guarantee the final outcome.
Trustpilot makes the decision.
Step 7: Respond Publicly While the Review Is Being Assessed
Do not forget that future customers may be reading the review while the dispute is ongoing.
A calm response can help.
Example Response for an Unrecognized Experience
Thank you for sharing your feedback. We have reviewed the information provided but have not yet been able to identify the experience described. Please contact our team privately with your order or booking details so that we can investigate this properly.
Example Response for a Genuine Complaint
Thank you for bringing this to our attention. We are sorry to hear about your experience and would like to understand what happened. Please contact our customer support team with your booking details so we can investigate the issue directly.
Avoid replies such as:
You’re lying. We’ve reported you and our lawyer will contact you.
Even when you believe the review is false, an aggressive response can look worse to prospective customers than the original review.
What Happens If Trustpilot Refuses to Remove the Review?
A rejected report does not necessarily mean you should immediately report the review again.
First determine why the report failed.
Ask:
| Question | Why It Matters |
|---|---|
| Did I select the correct reason? | The complaint may have been assessed under the wrong issue |
| Did I provide evidence? | Unsupported assertions may be difficult to evaluate |
| Was my evidence directly relevant? | Large amounts of unrelated information do not strengthen the case |
| Did Trustpilot misunderstand something? | A concise clarification may help |
| Has new evidence appeared? | New information may materially change the assessment |
| Is this simply a genuine negative review? | Further reporting may not be appropriate |
Trustpilot’s published guidance says businesses that disagree with a decision can respond to the decision and explain why they believe it is incorrect; current guidance also provides a further dispute/appeal mechanism following final decisions. Trustpilot Legal
Repeated reporting without a legitimate basis is not a good strategy.
Can You Remove a Fake Trustpilot Review?
Potentially.
But the key is showing why you believe the experience is not genuine, rather than simply calling the reviewer fake.
Consider the difference:
Weak argument
We searched their username and couldn’t find them.
Stronger argument
The reviewer claims to have purchased an iPhone from our Chicago store. We sell only B2B accounting software, have never sold electronics, and have no locations in the United States.
The second situation provides objectively verifiable inconsistencies.
Trustpilot also uses automated systems and other information to evaluate suspicious reviews, rather than relying entirely on what either party claims. Trustpilot
Can You Remove a Negative Trustpilot Review?
A negative Trustpilot review can be removed only when there is a legitimate removal basis.
Being negative is not itself a violation.
This applies whether the review contains:
- one star;
- criticism;
- complaints;
- an unhappy opinion;
- poor customer-service feedback.
If the experience is genuine and the content does not violate Trustpilot’s rules, the review may stay online.
In that situation, reputation management is usually more productive than repeated removal attempts.
Can You Ask the Customer to Delete Their Trustpilot Review?
You can communicate professionally with customers and try to resolve genuine complaints.
However, businesses need to be extremely careful about pressuring or incentivizing reviewers.
Trustpilot prohibits businesses from pressuring, blackmailing or threatening customers to change or delete reviews. It also prohibits offering incentives tied to writing, editing or deleting reviews. Trustpilot Legal
For example:
Don’t say:
We’ll refund you only if you remove the review.
Instead, resolve legitimate customer issues because they should be resolved.
The reviewer can then independently decide whether they want to edit or delete their review.
Can the Person Who Wrote a Trustpilot Review Delete It?
Yes.
Trustpilot states that reviewers can edit or delete their own reviews. Trustpilot Legal
This is different from a business requesting removal.
A business controls neither the reviewer’s account nor Trustpilot’s moderation decision.
Common Mistakes When Trying to Remove a Trustpilot Review
Avoid these mistakes because they can weaken a legitimate complaint:
- Reporting every 1-star review.
- Calling every unidentified reviewer “fake.”
- Choosing an inaccurate reporting category.
- Writing an emotional report instead of a factual one.
- Submitting irrelevant evidence.
- Threatening the reviewer.
- Offering money, discounts or refunds in exchange for deletion.
- Repeatedly reporting content without new justification.
- Publishing the reviewer’s private information in your public response.
- Assuming a refund automatically invalidates the customer’s experience.
Trustpilot specifically warns that misuse of the reporting system can result in action against businesses using the platform. Trustpilot Legal
Realistic Trustpilot Review Removal Examples
Example 1: Review About a Nonexistent Location
Review:
“The manager at their Miami store refused to serve me.”
Business situation:
The company operates exclusively online and has never maintained a Miami location.
Potential issue:
Not based on a genuine experience or review concerning another business.
Useful evidence:
Official location information and business records.
Example 2: Reviewer Publishes an Employee’s Private Number
Review:
“Call their manager directly at [private personal number].”
Potential issue:
Personal information.
Useful evidence:
Identify exactly which information belongs to the employee and explain that it is private rather than business contact information.
Example 3: Genuine Customer Is Angry
Review:
“Worst customer service I have ever experienced. I waited 40 minutes and nobody helped me.”
Your records confirm that the customer visited.
Potential issue:
Probably none based solely on the criticism.
Best response:
Address the complaint professionally.
Example 4: Promotional Review
Review:
“Don’t use this company. Visit ExampleWebsite.com and use my discount code RAY25.”
Potential issue:
Potential advertising/promotional content depending on the context.
Evidence:
Screenshot showing the promotional call to action and discount code.
Example 5: Wrong Company
Review:
“I stayed at this hotel’s London property last weekend.”
Your business is an accounting firm in Canada.
Potential issue:
Different business.
This is far stronger than simply claiming:
“We don’t recognize the reviewer.”
Trustpilot Review Removal Checklist
Before reporting a Trustpilot review, use this checklist to make sure your request is clear, relevant, and supported by appropriate evidence.
| Checklist Item | What to Check |
|---|---|
| Save the review URL | Keep the direct link to the Trustpilot review |
| Take a screenshot | Save the full review before any edits are made |
| Identify the problematic content | Highlight the exact sentence or information you believe violates policy |
| Select the correct reporting reason | Make sure the issue matches the relevant Trustpilot guideline |
| Gather supporting evidence | Use records that directly support your report |
| Verify the reviewer’s claims | Check dates, locations, products, services, bookings, or transactions |
| Separate opinion from factual claims | A negative opinion alone is generally not enough for removal |
| Keep your report factual | Avoid emotional language, accusations, or unnecessary details |
| Protect personal information | Do not publish private customer or employee information in your response |
| Prepare a professional reply | Respond calmly while Trustpilot reviews the report |
If you cannot identify a specific potential violation, the review may simply be a negative review rather than a removable one.
How Long Does It Take to Remove a Trustpilot Review?
There is no single guaranteed removal time.
The amount of time required can depend on:
- the reporting reason;
- the complexity of the review;
- whether Trustpilot needs additional information;
- whether the reviewer needs to respond;
- whether further manual assessment is required.
Trustpilot’s guidance says complex cases may require additional time. Trustpilot Legal
Avoid websites promising an exact removal time for every Trustpilot review.
No outside company controls Trustpilot’s final moderation decision.
Is Trustpilot Review Removal Guaranteed?
No.
Any company promising:
“We guarantee Trustpilot will remove every negative review.”
should be treated cautiously.
Trustpilot makes the final decision.
A legitimate review-removal process should instead focus on:
policy analysis + evidence + accurate reporting + appropriate follow-up.
No provider can legitimately guarantee that Trustpilot will agree with every report.
What If the Review Cannot Be Removed?
Removal is only one part of online reputation management.
If the review is legitimate and does not breach Trustpilot’s policies, consider:
Respond professionally.
Potential customers frequently judge a business by its response as well as the review itself.
Resolve the underlying complaint.
Where there is a real customer-service problem, fixing it may prevent similar complaints.
Generate genuine new customer feedback.
Invite customers fairly and neutrally rather than selectively targeting happy customers.
Monitor future reviews.
Identifying recurring problems can help improve operations.
Trustpilot requires businesses to collect reviews fairly and prohibits cherry-picking only customers expected to leave positive feedback. Trustpilot Legal
Business vs Reviewer: Who Can Remove a Trustpilot Review?
| Action | Reviewer | Business | Trustpilot |
|---|---|---|---|
| Edit their own review | ✅ | ❌ | — |
| Delete their own review | ✅ | ❌ | — |
| Report a potentially violating review | ✅ | ✅ | — |
| Directly delete another user’s review | ❌ | ❌ | ✅ |
| Decide whether a reported review violates policy | ❌ | ❌ | ✅ |
This distinction answers one of the most common questions about how to remove a Trustpilot review:
Businesses can request an assessment. Trustpilot controls the moderation decision.
Mistakes to Avoid When Reporting Reviews
Do not:
- Report every negative review
- Submit several inaccurate reporting reasons
- Organize mass reports
- Create fake evidence
- Threaten the reviewer
- Offer money or discounts for deletion
- Make repeated reports without new information
- Publicly expose the reviewer’s personal details
Trustpilot prohibits pressuring reviewers or offering incentives to change or delete their reviews. Misuse of the platform can result in restrictions, warnings, or action against the business profile.
What If the Review Does Not Qualify for Removal?
Some reviews are negative but legitimate. When the content does not violate a policy, the most effective option may be to respond professionally and address the underlying complaint.
A strong response should:
- Remain calm
- Acknowledge the concern
- Avoid admitting something that did not happen
- Protect customer privacy
- Invite the reviewer to communicate privately
- Show potential customers that your business takes feedback seriously
A professional response cannot erase the review, but it can reduce its effect on people reading your profile.
Need Help Removing a Trustpilot Review?
Understanding how to remove a Trustpilot review starts with identifying a genuine policy violation.
Remove-Review.com helps businesses examine questionable reviews, organize relevant evidence, prepare a clear reporting explanation, and follow a structured policy-based process.
We cannot guarantee Trustpilot’s final decision, and we do not use fake accounts, mass reporting, threats, or misleading information.
Send us the direct review link and a short explanation of the situation to receive an initial assessment.
Frequently Asked Questions About Removing Trustpilot Reviews
A company cannot directly delete a customer review. It can report a review when there is a legitimate reason to believe the content violates Trustpilot’s rules.
Potentially, but not because it has one star. The content needs to provide a legitimate basis for reporting under Trustpilot’s guidelines.
Yes. Trustpilot says fake reviews are prohibited and uses automated systems, human teams and community reporting to identify suspicious reviews.
The process is more nuanced than an automatic “no proof = removal” rule. Trustpilot may analyze multiple signals, request information and determine whether there is sufficient evidence of a guideline breach. Trustpilot
Potentially. Trustpilot includes certain defamatory content within its harmful or illegal reporting framework, but a negative opinion is not automatically defamation.
Not necessarily. Context matters, particularly whether the review contains personal information that Trustpilot’s guidelines prohibit.
Yes. Reviewers can edit or delete reviews they have published.
Trustpilot’s guidelines apply regardless of whether a business uses paid services. Paying for Trustpilot services does not give a business the right to delete negative reviews.
Normally you should first determine why the original report failed and whether you have new or overlooked information. Repeated or inappropriate reporting can constitute misuse.
Review the decision, determine whether evidence or context was overlooked, and use the available review or appeal process when there is a legitimate basis. Otherwise, consider responding professionally to the review.
No legitimate service should promise that it controls Trustpilot’s decision. A professional service can assess the content, identify potential guideline issues, organize evidence and assist with the reporting process.
Need Help Removing a Trustpilot Review?
Knowing how to remove a Trustpilot review starts with determining whether there is a legitimate reason for Trustpilot to investigate it.
At Remove Review, we help businesses assess questionable Trustpilot reviews and determine whether the content appears to fall within an available policy-based reporting category.
We can help with:
| Service | What We Do |
|---|---|
| Review assessment | Examine the review and surrounding context |
| Policy analysis | Identify potentially relevant Trustpilot rules |
| Evidence preparation | Organize supporting information |
| Reporting guidance | Prepare a clear policy-focused case |
| Follow-up assessment | Review responses or rejection decisions |
| Reputation management | Recommend alternatives when removal is not appropriate |
We do not promise that every negative review can be removed.
Trustpilot independently evaluates reported reviews and makes the final decision.
Request a Free Trustpilot Review Assessment
Send us:
Your Trustpilot business profile + the direct review link + a short explanation of what happened.
We can assess the situation and tell you whether there appears to be a reasonable policy-based reporting option.
→ Get Your Free Trustpilot Review Assessment
Estimated reading time: 19 minutes
