2 complaints removed
Both flagged and taken down under BBB's own content policies.
Restoring an online retailer's BBB profile from 2.33 to 5 stars
Online Retailer
Ecommerce brand · Confidential client
A credible brand had one BBB profile ranking near the top of Google at 2.33 stars. How we removed the two complaints and restored it to 5 stars.
Published with the client's permission. Names and identifying details withheld under NDA.
One weak spot
The website was clean, the product was solid, and the brand looked credible everywhere that mattered. Except one place.
Its BBB profile sat in the top five Google results for the brand name, showing a 2.33-star rating and two complaints for anyone researching the company.
Leads were landing on it before they ever reached the website. Some of them never made it past it.
Why it stayed there
Nobody had flagged it internally, and nobody knew it could be fixed.
Most businesses see a BBB complaint and assume it is permanent. They write a response, move on, and hope people do not notice.
The same profile, before and after
Two complaints were dragging the rating down to 2.33. Once they came down, the profile settled back at 5 stars.
What we did
We reviewed both complaints against BBB's own content standards and built the case for removal.
Both were taken down, and the profile was restored to 5 stars.
The outcome
The profile that used to greet prospects at a 2.33 now shows 5 stars, and it no longer works against the brand at the exact moment buyers are deciding.
Back to 5 stars
The profile fully restored once the complaints were gone.
Top 5 on Google
The damaging profile is no longer the first thing prospects find.
Is a bad review profile the first thing people find?
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