Misinformation and no clarification
I am creating a video about a specific company and wanted to include firsthand experiences from reviewers to ensure accuracy and balance. To do this, I contacted Trustpilot to ask whether it was possible to get in touch with some of the reviewers.
This was Trustpilot’s initial response:
“We cannot share personal information such as email addresses for privacy and security reasons. Protecting the identity and personal data of our users is a key part of our platform’s policies.
If you would like to get in touch with a reviewer, we recommend that you ask them to contact you directly.”
However, no information was provided on how I could request that a reviewer contact me.
I replied asking whether Trustpilot could instead pass my email address on to the reviewers so they could contact me voluntarily.
Trustpilot then responded with the following:
“Due to our privacy policy, we are unable to assist with this request. We cannot share any personal information, including email addresses or other contact details, as this would compromise the privacy of our users.”
This response did not clarify how I was expected to follow the suggestion in their initial reply, nor did it explain any alternative method for contacting reviewers.
16 December 2025
Unprompted review