Review sites - Fake or misleading reviews
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You should always expect reviews to be fair, accurate and audited! This means that any fake reviews are the review site’s responsibility.
In 2019 the Competition and Markets Authority said that it expects big businesses to stop fake reviews from being bought and sold.
If you’ve bought or paid for something based on reviews that turned out to be fake or misleading, you shouldn’t be left out of pocket!
Contact the review site to explain what happened. Make sure to include screenshots and links showing the fake or misleading reviews.
You should expect the review site to try and fix the situation as soon as possible.
If you paid for something by credit card that cost £100-£30,000, you can claim the money back from your credit provider! Contact them separately to make a “Section 75” claim.You should know
You should generally expect companies to respond within a week.
They should properly assess your issue and correct the problem at hand.
The outcome of your issue will generally depend on the individual case and your expectations! Make sure to clearly set out what you expect from the company in your case.
Consumer Protection from Unfair Trading Regulations 2008
The Consumer Protection from Unfair Trading Regulations ban businesses from pretending to be consumers. This means that businesses who pay to have fake reviews posted are breaking the rules.
The Competition and Markets Authority (CMA)
The CMA has recommended that Facebook and eBay work to stop fake reviews from being bought and sold. The CMA investigated fake reviews being posted onto review sites, negative reviews not being published, and businesses paying for endorsements in blogs.
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