Having been on both sides of the coin, I think consumer review sites (like trustpilot) are an incredibly difficult thing to get right. On one side as a consume

Having been on both sides of the coin, I think consumer review sites (like trustpilot) are an incredibly difficult thing to get right. On one side as a consumer it's incredibly frustrating when you feel "wronged" - and whilst it's meant to be a 'review' it seems it's mostly used to get attention to fix a problem. So people use it as way to blackmail/last resort the business into sorting something. Which is kind of understandable, but too often the TP review goes up after 24 hours (or even before contacting anyone/actually trying to resolve a problem), even though the CS team doesn't work weekends, or repeatedly messaging on socials/emails keeps dropping the ticket to the back of the queue (and NO ONE EVER explains that to the customer) - so they feel the complaint isn't being seen (which it isn't). For all you hope people will understand some negatives are inevitable - it genuinely affects sales (in both directions, if you get it right). And as others have pointed out - good luck if you get on the wrong side, because it's very costly and painful to clean it up. Really, really, really great CS probably helps.