Our Review Partners
Bazaarvoice
We use Bazaarvoice to collect reviews and feedback on our products. Bazaarvoice brings a people-first approach to advanced technology, connecting thousands of brands and retailers to the voices of their customers. Each month, more than a billion shoppers view and share authentic user-generated content, which provides valuable insights for businesses to improve.
Trustpilot
For service feedback on our website, we use Trustpilot. This independent and impartial ratings and reviews platform helps us engage with our customers and build trust. The genuine feedback provided through Trustpilot offers valuable insights into our customers' needs, enabling us to make continuous improvements and ensure greater satisfaction with the services we provide.
Understanding our reviews
Why do reviews matter?
We want you to have the best shopping experience possible. Reviews are an invaluable way for you to share your thoughts on Nisbets products and services.
By sharing your experience, you not only help us improve, but also help others make informed decisions about their purchases.
How do we collect reviews?
There are 2 ways that we collect reviews.
From customers - when you've made a purchase, we'll email you an invite to leave a product review via Bazaarvoice and a service review via Trustpilot.
Our feedback widget, which is available at any point during your customer journey.
Are our reviews authentic?
We work hard with our partners to ensure all reviews on our site are genuine and unbiased. Adhering to both Bazaarvoice and Trustpilot's authenticity policies that ensures all reviews are written by a real person with honest opinions and stems from a real product experience.
Both partners use a variety of sophisticated tools and algorithms to detect and investigate any reviews that looks suspicious, irrelevant or inappropriate.
Monthly prize draw
A chance to win £100 Voucher each month
At Nisbets, we value your feedback and appreciate what you have to say about our products. To show our thanks, every review you submit automatically enters you into our monthly prize draw for a £100 Nisbets Voucher. Winners are chosen on the first of each month. Terms and conditions apply.
See terms and conditions >
Consumer Reviews Policy
1. How to review us
You are welcome to share your experiences of us and our products with others by submitting a review via Trustpilot and/or Bazaarvoice. These platforms allow consumers to share genuine experiences, whether positive or negative.
In this policy, references to “we”, “us”, or “our” mean Nisbets Limited (company number 01693112), with its registered office at Fourth Way, Avonmouth, Bristol BS11 8TB, United Kingdom.
Please refer directly to the official guidance of the review platforms for full rules on submitting reviews:
- • Trustpilot: ‘Guidelines for Reviewers’ (https://legal.trustpilot.com/for-reviewers/guidelines-for-reviewers)
- • Bazaarvoice: ‘Authenticity Policy’ (https://www.bazaarvoice.com/legal/authenticity-policy)
2. How we invite reviews
We send an invitation to review to every customer following a completed purchase via Trustpilot and/or Bazaarvoice. Where a product is purchased as a gift, the recipient may provide the review if the invitation is forwarded to them. Invitations are issued on a neutral basis and are not influenced by customer satisfaction, purchase value, or any other factor.
3. How we display reviews
We may display reviews, average ratings, or a live feed of recent submissions from Trustpilot and/or Bazaarvoice on our website. Any reviews shown are drawn directly from these platforms and are not altered or selectively presented by us, other than to ensure compliance with the platforms’ rules.
For more information on moderation processes see:
- • Trustpilot: ‘Trust Centre’ (https://corporate.trustpilot.com/trust)
- • Bazaarvoice: ‘Moderation’ (https://docs.bazaarvoice.com/articles/ratings-reviews/moderation)
4. Rules for submitting reviews
When reviewing us or our products and services, please follow the guidelines of the relevant review platform:
- • Trustpilot: ‘Guidelines for Reviewers’ (https://legal.trustpilot.com/for-reviewers/guidelines-for-reviewers)
- • Bazaarvoice: ‘Authenticity Policy’ (https://www.bazaarvoice.com/legal/authenticity-policy/)
In particular, please ensure that your review:
- • Reflects your genuine experience (both positive and negative).
- • Either is not incentivised at all, or, if incentivised, fully discloses the incentive received (for example, where a discount, free gift, money or loyalty points were provided). Any incentivised review must begin with the word ‘Advert’.
- • Does not relate to a product or service with which you are connected (for example, where you or a family member has a financial interest in, or works for, our business).
- • Does not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
- • Does not contain obscene, offensive, harmful or defamatory content.
If we consider that your review does not comply with these requirements, we may request the relevant review platform (Trustpilot or Bazaarvoice) to remove it.
We do not accept fake, misleading, or fraudulent reviews. In accordance with the platform’s guidelines and our obligations under the Digital Markets, Competition and Consumers Act 2024, any reviews identified as fake, misleading, or otherwise in breach of applicable law may be filtered or removed by the platform and will not be published.
All reviews that have been incentivised will be marked by the relevant review platform as an incentivised review.
5. Reporting suspicious reviews
If you believe a review violates platform standards (for example, is fake, biased, or harmful), you may report it directly:
- • Trustpilot: ‘How consumers can flag reviews that breach our guidelines’ (https://help.trustpilot.com/s/article/How-consumers-can-flag-reviews-that-breach-our-guidelines).
- • Bazaarvoice: ‘Moderation’ (https://docs.bazaarvoice.com/articles/ratings-reviews/moderation).
6. Controls against fake or misleading reviews
Both Trustpilot and Bazaarvoice maintain rigorous controls to uphold review legitimacy:
- • Trustpilot employs continuous automated fraud detection, behavioural analysis and human moderation (https://corporate.trustpilot.com/trust).
- • Bazaarvoice uses AI-driven and human moderation processes to verify content relevance and authenticity (https://www.bazaarvoice.com/blog/picking-a-trustworthy-ratings-and-reviews-provider-moderation/)
In addition, we may from time to time review or monitor published reviews in order to identify any content that appears inconsistent with platform rules. If concerns arise, we will raise these directly with the relevant review platform.
Should a review be removed at source, we will also remove it from our site.
7. If you require assistance
If your intention is to ask a question, resolve a concern, or seek help, rather than to leave a review, please contact our customer service team directly ‘Contact Us’.