Frequently Asked Questions
Confused, annoyed, or desperate to leave a review? Find the answers to the most frequently asked questions below.
Who are Feefo? Why have I received this email?
We are a reviews provider, committed to collecting real customer feedback on behalf of the businesses we work with. To stop people from leaving dishonest or fake reviews, we contact customers directly following their experience and invite them to leave a review; that review, whether good or bad, is then uploaded to the business’s Feefo page for all to see.
Why haven’t I been asked to leave a review?
The amount of time it takes for you to receive a feedback request will depend on the business that you were dealing with and the type of product or service that they offer; chances are, your feedback request hasn’t come through yet, but accidents do happen. If it’s been over two weeks since your experience and you’re keen to leave a review, please contact our customer support team.
You can also contact us if you suspect that a business hasn’t sent you a request to avoid receiving negative comments. In either case, please make sure that it’s been at least two weeks since your experience and fill in the form found here.
We will confirm that the transaction was genuine and get a feedback request sent out to you.
Can Feefo help with my purchase or service issue?
Feefo has no influence over your transaction. We independently collect feedback on behalf of the businesses that work with us. We have no control over any aspect of your purchase, delivery or the service that you receive from the companies that use us to gather their reviews. If you’re trying to find out what happened to your order, or feel you’re not getting the service you deserve, please contact the business directly. If you’re unhappy with the way that your issue is handled, make sure your voice is heard when you receive your feedback request.
I can’t see where to sign up. How do I leave a review?
You can’t just create an account and leave a review like you can on some other sites. We send out personal feedback requests on behalf of businesses to make sure that the reviews we collect are from the actual experiences of real customers. If you have had an experience with a business that works with us, please allow at least two weeks to receive your feedback request. The amount of time it takes to receive a request differs depending on the type of business and the product or service that they offer. If you still haven’t received your request, please fill in your details using the contact us form and a member of our Customer Support team will be in touch as soon as possible.
How quickly will I get my review request?
Review requests don’t always turn up instantly. The amount of time it takes for a review request to come through can vary. Businesses will allow enough time for things like delivery and usage before seeking feedback, and depending on the nature of your experience, this can be anything from a few days to a few weeks. In certain situations, for example in the case of a holiday, it may be even longer! If you want to leave a review, but haven’t received a feedback request yet, we recommend that you make sure it’s been at least two weeks since your experience before contacting our customer support team.
Will my feedback be published?
Some businesses only collect reviews for internal use (e.g. to improve their service or inform their product offering), if this is the case your review will not be made public.
If the business is collecting reviews for public use, your Feefo review will be published on the business’s Feefo page and may also be published on their own website. To view a business’s Feefo page click here to use our handy search function. If you can't find the business you are looking for, they may be new to our services. You can instead find their Feefo reviews page by typing ‘the name of the business + Feefo + Reviews’ into Google. When writing your review, do not include any personal information and make sure that you would be happy for your comments to be shared in the public space. You will be given the option to leave your review anonymously; in this instance, only Feefo and the business you’re reviewing will be able to see who you are.
Does Feefo remove negative reviews?
No, we welcome ALL feedback. Negative reviews can be extremely valuable as they allow businesses to identify issues and improve their service. We wouldn’t take down a review because it was negative, but we may need to modify or completely remove a review in certain circumstances. Trust is very important to us and we are always very clear when we have to make a change to a published review. For example, if we had to remove some bad language, we would write ‘bad language removed by Feefo’ next to the amendment. Here are a few of the main reasons that we might be forced to intervene:
- Use of bad language
- Offensive content
- Litigious content
- No relevance (e.g. you’ve reviewed something that is unrelated)
- The review is proven to be false
Does Feefo allow businesses to filter out negative reviews?
Feefo does not allow businesses to filter out negative reviews. A business has the right to choose which reviews they wish to display on their own website, but we will publish every review that is collected on their Feefo reviews page regardless. Even if a business only chooses to display their positive ratings, every piece of feedback they receive, whether good or bad, will contribute towards their overall Feefo rating.
If you suspect that a business hasn’t sent you a feedback request to avoid receiving negative feedback, and it’s been over two weeks since your experience, please contact our customer support team at firstname.lastname@example.org. To aid the process, make sure you include the company website, your order number and the email address you used to make the transaction in your email. We will then contact the company, confirm that your transaction is genuine and send out a feedback request.
I didn’t opt in, why have I been asked to leave a review?
Feedback is very important. It helps potential customers to make educated decisions about products and services, and allows businesses to improve and offer better customer experiences in the future. Customer reviews fall under the heading of market research and are directly related to a particular transaction or experience, which means that you don’t have to opt-in for us to contact you. You have not been added to a direct marketing list; you will not be sent any additional marketing communication and your information will not be shared with any other parties.
If you do not want to be contacted regarding feedback in future, you will find the option to opt out at the bottom of your feedback request.
I didn’t opt in, is this in line with current data protection laws?
Yes. Gathering reviews is considered to be market research and an essential part of the transaction process in order for a business to continually improve its customer experience. As a result, an opt-in isn’t required. This is the only instance in which we are permitted to contact you; you won’t receive marketing communications and we won’t share your data with anybody else. You are still in control of your personal information. If you don’t want to be contacted, you will find a link to opt-out at the bottom of your feedback request.
If you would like to learn more about GDPR and the new data regulations, click here to download our helpful guide.
I don’t want to be contacted for reviews. Can I opt out?
If you no longer want to be contacted for feedback, you will find the option to opt out at the bottom of your feedback form. You can ask to stop receiving review requests from a particular company, or choose to no longer receive requests from any business that uses Feefo to collect its reviews.
Can I change my review?
Some businesses allow additional unprompted feedback, which lets you revisit your review and make changes. If the business that you have reviewed doesn’t offer this option, you can contact our customer support team by emailing email@example.com and they will be happy to help. To make the process as easy as possible, please include the name of the business you have reviewed, your order number and the email address that the review request was sent to.
Can I remove my review?
Have you left a review and now want to retract it, or didn’t realise that your feedback would be made public? If so, don’t panic. You can contact our customer support team by emailing firstname.lastname@example.org and they will be happy to help. To make the process as easy as possible, please include the website address of the business you have reviewed, your order number and the email address that the review request was sent to.
Can I leave a review via the Contact Us form?
You can’t leave a review via the Contact Us form, but if you’ve had an experience with one of the businesses that we work with; it’s been at least two weeks since your experience and you would like to leave a review, fill in your details and let us know. As well as your contact information, please include the email address used to make the purchase, your order number and the date that you made your purchase. We’ll then confirm with the business that the transaction was real and send out a review request on their behalf.
Why has my review been removed/edited?
Lost control in the heat of the moment or posted a review for the wrong product? We don’t often have to remove or edit a review but there are occasions where we may have to step in. Honesty and openness is very important to us, so we’ll do our best to make sure that we make it known if we’ve made a change. Here are a few of the main reasons that we might be forced to intervene:
- Use of bad language
- Offensive content
- Litigious content
- No relevance (e.g. you’ve reviewed something unrelated)
- The review contains personal details of the business
- The review is proven to be false
I’ve had terrible customer service; how do I make a complaint?
Feefo is an independent company that gathers feedback on behalf of the businesses that work with us. We aren’t directly affiliated and we don’t have any influence over your purchase or the customer service that you receive from that business. If you have a complaint, please contact the seller or organisation directly. If at the end of your experience, you aren’t happy with the service that you received, make sure that your voice is heard when you receive your feedback request.
Why haven’t I received my refund?
Feefo is employed by the company that you’re dealing with to collect customer feedback on its behalf and nothing more. If you have not received a refund or replacement item, please do not contact Feefo; our staff have no details of your transaction and have no control over it. To find out about a refund, replacement or exchange, please contact the seller directly with your query and they will be able to help you.
Why did I receive a review request at an antisocial time of day?
Feedback requests are sent out automatically. It’s never our intention to send out review requests during antisocial hours, but occasionally, contributing factors beyond our control, such as network outages, can cause a delay on the system, which can result in feedback requests going out at unusual times. We sincerely apologise if you have been contacted out of hours and can assure you that your feedback request would not have been intentionally scheduled to arrive at that time.
Is the business I’m dealing with legitimate?
If you have been sent a feedback request regarding a business that you haven’t heard of, or are concerned that a business that claims to use Feefo isn’t genuine, please email email@example.com with the following information:
- The name of the business
- The reasons why you don’t think the business is genuine
- The email address where you received your feedback request (if you received one)
Our merchant compliance team will then investigate the business in question and take action where necessary.
If your question has not been answered here, please contact us at firstname.lastname@example.org