Why My Robot Doll Is No Longer on Trustpilot

Hi Skylite SRL,

We’re writing to let you know that we’ve removed some reviews of myrobotdoll.com because they don’t align with our rules for genuine consumer feedback.

Why were these reviews removed?

At Trustpilot, we use various methods to make sure reviews are trustworthy. The reviews we detected fall into the category we define as ‘fake’. When we use this term, we mean the reviews either did not reflect a genuine customer experience or were collected in a way that created an unfair representation of your business. This can include inviting only customers who have had a positive experience, offering incentives in exchange for reviews, or reviews that triggered our internal signals about their authenticity.

How to collect reviews correctly

To help your future reviews stay online, please follow our guidelines and these core principles:

• Keep your review invitation process fair, neutral, and unbiased. For instance, don’t offer incentives like discounts, money, or bonuses for reviews.
• Anyone with a conflict of interest can’t review your business. This includes you, your team, or your immediate family members.
• Don’t collect reviews on business premises without agreeing with us first. And don’t ask customers to use your equipment, like an iPad, to review your business.
• Don’t use services or tools that don’t reflect genuine consumer experiences, such as purchasing reviews from review sellers.

What happens next?

We’ve emailed each reviewer to let them know their review has been removed.

If reviewers believe their reviews were removed by mistake, they can get in touch with us and provide supporting documentation of their experience with your business.

We’ll continue to monitor the situation

We will continue to monitor your profile’s activity. If we detect more reviews we consider as fake, we may send you a formal warning. We’d rather avoid that, so we’d be grateful for your cooperation in resolving this issue.

If you have any questions or need support with the guidelines, please let us know by replying to this email or contact your designated customer success manager.

Kind regards,
Trustpilot

Dear Trustpilot Operations Team,

Thank you for your message.

We understand the importance of keeping Trustpilot reliable and based on genuine customer experiences.

To clarify, we have not purchased reviews, used review sellers, offered discounts, money, gifts, bonuses, refunds, or any other incentive in exchange for reviews. We have also not asked employees, family members, suppliers, or anyone with a conflict of interest to review our business.

To be transparent, Trustpilot has not been a major focus for us so far. We have not integrated Trustpilot on our website, we do not display Trustpilot widgets, and we do not refer to our Trustpilot rating anywhere on our site as a promotional tool. We are actually not entirely sure how our Trustpilot profile originally appeared, as it seems to have been created independently by someone with whom we had no direct interaction.

During the first years of our business, we mainly used Judge.me as our review tool, and we also built a reputation through specialized forums in our niche. Across Judge.me, customer discussions, and independent communities, our customer feedback has historically been very positive.

Around 16 months ago, we migrated our website from Shopify to WordPress/WooCommerce, which was a major undertaking for our small team. More recently, as part of this migration and cleanup work, we integrated CusRev for product reviews. A more formal Trustpilot integration and automated review collection through an official or recommended process is something we had in mind, but we had not yet had the time to properly review while finalizing this larger website migration project.

We also have an active community around our brand, including an X account with around 15,000 followers, as well as Reddit, Discord, YouTube, and specialized forum discussions. Because of this, some customers may discover or leave reviews organically without any direct invitation from us.

Our Trustpilot profile is public and has also received reviews from people we could not identify as customers, including negative reviews. We understand that Trustpilot allows reviews from people who have had a genuine experience, whether or not they were invited by the business, so we are not assuming that every review comes from an invitation sent by us.

We are concerned because some customers have contacted us directly after their reviews were removed, and they were upset because they had genuinely purchased from us and wanted to share their experience. We understand from your message that affected reviewers may contact Trustpilot directly with supporting documentation, and some of them may already have done so. This suggests that some genuine customer reviews may have been removed by mistake.

Could you please advise us on the recommended way to collect reviews through a WooCommerce or WordPress integration, so that the process is fully compliant with Trustpilot’s guidelines?

We would also appreciate being pointed to the right person or team to discuss the practical next steps for a proper Trustpilot integration on our WooCommerce website. If there is an official plugin, recommended setup, or onboarding process we should follow, please let us know.

Also, if there are particular cases you would like us to help verify, we would be happy to review them where reasonably possible. While we may not be able to identify every reviewer from the public review alone, if enough information is available, we can usually verify whether the person had a genuine customer experience with us, including order or payment records where appropriate.

Without asking you to disclose any internal detection methods, we would appreciate any practical guidance you can share on how we should proceed.

We are happy to cooperate and make sure our team follows Trustpilot’s rules carefully.

Kind regards,
My Robot Doll

Hi,

Thank you for reaching out regarding the reviews on your myrobotdoll.com business profile. I understand your concerns and I’m happy to assist.

Thank you for your detailed response and for taking the time to explain your review collection practices and business background.

We appreciate your willingness to cooperate and your commitment to maintaining a transparent and trustworthy review environment.

Please note that we use an automated detection technology and manual processes to identify potentially fake or suspicious reviews. When unusual patterns are detected, the relevant reviews may be temporarily taken offline for further investigation.

This is likely what has occurred in this case.

While we understand your concerns regarding reviews that may have been submitted by genuine customers, we are unable to disclose specific information about removed reviews. This is due to our privacy and security obligations, as well as the need to protect the effectiveness of our review integrity systems.

We scanned numbers of data points, including review content, IP addresses, device characteristics, or location data.

We want to assure you that we do not remove reviews arbitrarily. Our goal is to maintain a fair and trustworthy platform for both businesses and consumers, and all actions are taken in line with our guidelines.

We’ve emailed each reviewer to let them know their review has been removed and encouraged them to let us know if they believe we’ve made a mistake. We’ve also provided them with instructions on how to submit supporting documentation to verify their experience with your business.

If any of the reviewers provide documentation that verifies their experience with your business, we’ll be happy to reinstate the review. However, please note that in order to protect the integrity of our platform, we can only accept documentation from the reviewers themselves.

With regard to your questions about integrating Trustpilot with WooCommerce or WordPress, we recommend reviewing the relevant Help Center articles, which provide guidance on available integrations and best practices for collecting reviews in compliance with Trustpilot’s guidelines. These resources also include information on how to set up automated review invitations through supported integrations.

Trustpilot’s WooCommerce integration and TrustBox widgets FAQ.

Thank you for your understanding and cooperation.

Kind regards,
Trustpilot

Dear myrobotdoll.com,

At Trustpilot, we’re committed to conducting our business in accordance with the highest ethical standards. That commitment means we only work with businesses that align with our values and core beliefs, as set out in our Code of Ethics and reinforced by our commitment not to do business with companies we consider to be ineligible for Trustpilot. More information about ineligible businesses can be found in our Action We Take policy.

Under the terms of our agreement with you, Trustpilot has sole and absolute discretion to determine whether it considers a business to be ineligible. We consider your business to be ineligible. On that basis, your domain will be removed from the Trustpilot platform within 3 working days of the date of this letter.

If you have a Service Subscription Agreement or regular Subscription with Trustpilot, this is hereby terminated with immediate effect. As a result of the termination of your Agreement/Subscription with Trustpilot, you are no longer permitted to use any of the Trustpilot Designs, e.g. Trustpilot logos, stars, Trustboxes. Therefore, if you are using any Trustpilot Designs, you must remove them from your website and promotional materials.

We will arrange for a pro-rata refund to be issued in respect of the remainder of your subscription period, where applicable.

Kind regards,
Trustpilot

Dear myrobotdoll.com,

As per our previous email where we informed you that myrobotdoll.com is determined to be ineligible for Trustpilot, we’d like to confirm that we’ve now removed your domain from our platform.

We’d also like to remind you that you are no longer permitted to use any of the Trustpilot Designs, e.g. Trustpilot logos, stars, Trustboxes. Therefore, if you are using any Trustpilot Designs, you must remove them from your website and promotional materials.

We appreciate your cooperation. If you have any questions, please let us know by replying to this email.

Kind regards,
Trustpilot