Italy fines Trustpilot €4 million over misleading consumer practices

Yesterday 08:45

Italy’s competition authority has imposed a €4 million fine on online review platform Trustpilot, citing misleading practices and insufficient safeguards to ensure the authenticity of user reviews.

According to regulators, the platform failed to provide adequate transparency about how reviews are collected and displayed. Investigators found that businesses using Trustpilot’s services were able to selectively invite customers to leave feedback, raising concerns about the reliability and representativeness of published ratings.

The authority also criticized the company’s use of interface design techniques often referred to as “dark patterns.” These methods, which can influence user behavior or obscure key information, were deemed to violate consumer protection rules by making it harder for users to fully understand how the platform operates and which companies pay for its services.

The decision comes amid broader scrutiny of digital platforms across Europe, where regulators are increasingly focused on ensuring fair competition and protecting consumers in online environments.

Market reaction was immediate, with Trustpilot’s shares declining in early trading following the announcement, reflecting investor concerns over regulatory risks and reputational impact.

The company has previously faced criticism over its review system, including allegations from external analysts regarding the integrity of certain user profiles and feedback mechanisms. Trustpilot has consistently denied any wrongdoing and maintains that it is committed to improving transparency and trust on its platform.

The case highlights growing pressure on review platforms to balance commercial services with credibility, as online ratings continue to play a crucial role in consumer decision-making.