From the point of view of a buisness they are shocking to deal with. I think if we used their paid service it would be better but we don't so we mostly get ignored. We had a rude and aggressive customer who left a malicious review on Trustpilot which was not factual and they will not remove it. After repeated emails asking for a resolution either way they have still not replied. My advice is that if you must pay for a review site use a different one as Trustpilot is so understaffed that it cannot deal with problems and your business will suffer as a result.