Written by the Removal Lab team.
Spotted a one star Sitejabber review from someone who, as far as your records show, never bought a thing? Sitejabber review removal now runs through SmartCustomer. It works only when a review breaks the written rules or the reviewer fails a verification request. Removal Lab checks your review against those rules for free and tells you honestly which tool to use.
A specialist reads the review and replies within one business day. On qualifying cases there is no upfront payment. You pay only when the review is removed. Removal Lab does not work for Sitejabber or SmartCustomer and cannot delete anything itself. SmartCustomer makes every decision.
A note on names. When we opened sitejabber.com, it redirected to smartcustomer.com. SmartCustomer’s pages still carry the @sitejabber social handles but do not explain the change. Every Sitejabber review removal rule on this page comes from SmartCustomer’s own review policy, FAQ, Terms and Trust Hub. The links are at the end.
Short answer
Sitejabber review removal has three real tools. Report a review that breaks a named guideline. Use Request verification in your business dashboard within 30 days of the review. If the reviewer does not respond, it is removed after 10 business days. Or ask for a second look with documents, which SmartCustomer says is rarely successful. Nobody can pay to remove a review.
Sitejabber review removal: the key facts
| Question | What SmartCustomer says |
|---|---|
| Where did Sitejabber go? | sitejabber.com redirected to smartcustomer.com when we opened it |
| Who runs it? | GGL Projects, Inc., a California corporation headquartered in San Mateo |
| Are reviews removed often? | Rarely. Only for breaking the Terms of Service or Review Guidelines |
| Is Sitejabber review removal for sale? | No. Businesses cannot pay to remove or suppress reviews under any circumstances |
| Are negative reviews removed? | Never simply because they are negative |
| What is Request verification? | A dashboard tool for use within 30 days of a review. No response from the reviewer means removal after 10 business days |
| How often can you use it? | Twice per month on a free plan |
| Can reputation companies help? | SmartCustomer says they have no influence over its content |
| Does SmartCustomer settle disputes? | No. Its FAQ says it does not arbitrate disputes |
How Sitejabber review removal works
Sitejabber review removal starts with how SmartCustomer moderates. It uses automated filtering software and a dedicated moderation team. Its Review Integrity Policy and Guidelines say reviews are never removed simply because they are negative. Reviews that break the policy are removed.
Its FAQ is blunter. Do reviews ever get removed? Rarely. The support team and moderators remove a review only if it breaks the Terms of Service or Review Guidelines. A separate automated system removes fake reviews. A review under investigation may be filtered for a while.
Its Terms give SmartCustomer the right to remove, screen, edit or reinstate content at its sole discretion, with no obligation to do so. They also bar content that is false, intentionally misleading or defamatory. So Sitejabber review removal is a rules case, not a complaint about fairness. You need a named rule, or a reviewer who cannot verify.
Which Sitejabber reviews can be removed
These are the categories SmartCustomer names on its own pages. Every Sitejabber review removal request should rest on one of them.
| SmartCustomer rule | What it looks like | Best tool |
|---|---|---|
| Conflict of interest | A review from an owner, employee, former employee or close associate of the business | Report, with proof of the connection |
| Second hand experience | A review about a spouse’s or relative’s purchase, not the reviewer’s own | Report |
| Threats, personal attacks, hate speech or lewd content | Insults aimed at a named staff member, slurs or sexual remarks | Report |
| Personal contact details | A staff member’s phone number or email in the review | Report. SmartCustomer says it will redact them |
| Irrelevant content | A review that does not say whether the reviewer bought anything or used the service | Report |
| Duplicate or incentivised review | The same review twice, or one written for a reward | Report |
| Fake or fraudulent review | A reviewer with no matching order or contact | Request verification within 30 days |
| False, misleading or defamatory content | A statement of fact you can disprove | Report with documents. For defamation, speak to a lawyer |
Profanity usually does not need a report. SmartCustomer says certain words are censored automatically.
What Sitejabber will not remove
Knowing the limits saves a wasted Sitejabber review removal request. SmartCustomer is clear on these:
- A review you simply call fake. The FAQ says a review cannot be removed just because a business says it is fake.
- A negative but honest review. Reviews are never removed simply because they are negative.
- A dispute about the facts. SmartCustomer says it does not arbitrate disputes and will not remove reviews because the reviewer’s account differs from the business’s.
- An authentic review a reputation company targets. SmartCustomer says it does not remove authentic reviews or alter business ratings.
- A review you resolved. Businesses cannot ask reviewers to change or remove a review, even after fixing the problem.
How to dispute a Sitejabber review yourself
Want to remove a Sitejabber review that breaks the rules? Here is how to dispute Sitejabber reviews using only the tools SmartCustomer describes. Its FAQ points businesses to the dashboard at biz.smartcustomer.com.
- Log in to your business dashboard. The FAQ names the reviews area of the dashboard as the place to act on reviews.
- Check the date. Request verification must be used within 30 days of the review being posted. After that, only a report or a second look remains.
- Pick the right tool. Each Sitejabber review removal tool fits a different problem. If the review breaks a named rule, report it. If you doubt the reviewer is a real customer, use Request verification.
- Report the rule break. SmartCustomer says businesses should flag a review they believe is fraudulent through the dashboard so it can investigate. Do not take it up with the reviewer directly.
- Request verification. If the reviewer does not respond, the FAQ says the review is removed automatically after 10 business days. A free plan allows this twice per month. The FAQ does not say what happens when the reviewer does respond, so plan for the review to stay.
- Post a public response. The FAQ lists this as a separate option. Explain calmly why the review is inaccurate.
- Ask for a second look if you hold documents. The FAQ says this takes about 10 business days, is rarely successful and that SmartCustomer does not send a notification if the review is removed.
Choose your two monthly verification requests with care on a free plan. Spend them on the reviews you have the strongest reason to doubt.
Rules for businesses that can backfire
SmartCustomer polices businesses as well as reviewers. Breaking these rules can do more damage than any single review, so read them before any Sitejabber review removal attempt.
| Banned practice | What SmartCustomer says can follow |
|---|---|
| Offering incentives for business reviews | A formal warning shown in the Business Activity section of the profile |
| Review gating, such as inviting only happy customers | A formal warning. SmartCustomer says businesses must invite a fair, representative sample |
| Asking reviewers to change or remove a review | The FAQ says any policy breach can lead to the business account being revoked |
| Insider reviews or trading reviews | A formal warning |
| Flooding a profile to bury negative feedback | A formal warning |
| Three confirmed violations | The business rating is removed and a permanent banner is added to the profile |
What evidence helps a Sitejabber review removal request
A second look is rarely successful, so a Sitejabber review removal request needs evidence that proves the rule break on its own.
| Problem | Evidence that helps | Leave out |
|---|---|---|
| Reviewer is a former employee | Employment dates and the matching detail in the review | Their personal file |
| No matching order | A search of your order system for the name, email and date given | Other customers’ data |
| Second hand experience | The words in the review that show it was someone else’s purchase | Guesses about family members |
| Personal attack or threat | A screenshot and the exact words | Your reply in anger |
| Duplicate review | Links or screenshots of both copies | Unrelated reviews |
| False statement of fact | Order records, tracking or emails that disprove it | Threats to sue |
How long Sitejabber review removal takes
SmartCustomer publishes several Sitejabber review removal timeframes. Request verification runs for 10 business days before an unanswered review is removed. A second look with documents typically takes about 10 business days. Its review policy says appeals go by email and are typically reviewed within 10 business days. New reviews are generally posted within 48 hours, but flagged ones can take up to 30 days.
SmartCustomer does not tell you when a reported review is removed, so check the profile yourself. Removal Lab replies to your free case check within one business day.
What to do if Sitejabber says no
A refused Sitejabber review removal request still leaves honest options:
- Post a calm public response. SmartCustomer recommends responding and says you may state that a review is false, though it is best to try to settle things privately first.
- Collect genuine reviews. The FAQ points to free collection tools. Invite a fair sample of customers, never only the happy ones.
- Consider order checks. The FAQ mentions premium tools such as requiring an Order ID on all reviews. SmartCustomer also says it now requires valid proof of purchase before reviewers submit feedback.
- Speak to a lawyer about defamation. The Terms bar defamatory content. Our defamation removal page explains how that route works.
- Never pay, pressure or threaten. The US rules below apply. So do SmartCustomer’s own penalties.
US law notes for Sitejabber review removal
- Section 230. Under 47 U.S.C. 230(c)(1), a site is not treated as the publisher of information provided by someone else. That is why legal action over a review usually targets the reviewer.
- Legal threats. 16 CFR 465.7(a) makes it unlawful to use an unfounded or groundless legal threat, a physical threat, intimidation or a knowingly false public accusation to get a review removed.
- Paid reviews. The FTC’s final rule bans buying fake reviews and paying for positive or negative reviews. The FTC can seek civil penalties against knowing violators.
- SmartCustomer’s own terms. Its Terms say claims are governed by US and California law, with arbitration in San Francisco.
This page is general information, not legal advice. If your business is in the UK, our UK review removal page covers the rules there.
Sitejabber, Trustpilot and the complaint sites
Online shops often face the same reviewer on several sites. A Sitejabber review removal does nothing anywhere else. Each site has its own rules.
Our platform pages cover Trustpilot review removal, ConsumerAffairs review removal and Amazon review removal. Complaint sites play by stricter rules: see ComplaintsBoard removal, PissedConsumer review removal, Ripoff Report removal and complaint site removal. For ecommerce in general, read review removal for ecommerce brands and our list of review removal platforms.
How Removal Lab helps with Sitejabber review removal
We start with a free, confidential check. Send the link through our case review form and a specialist replies within one business day. We look at:
- Which SmartCustomer rule the review really breaks, if any.
- Whether the review is still inside the 30 day verification window.
- Which reviews deserve your limited verification requests.
- What evidence proves the point without exposing customer data.
- How to word a calm public response.
SmartCustomer says reputation companies have no influence over its content. That is true of us too. We have no special access. We prepare the Sitejabber review removal report, the verification plan and the evidence with you. You act from your own dashboard. Then SmartCustomer decides.
On qualifying cases there is no upfront payment. You pay only when the review is removed. Our review removal cost guide explains pricing across the industry. Our business review removal page covers the wider service. Our fake review removal page covers reviews from people who were never customers.
How Removal Lab works
- Send the link. WhatsApp, email or the two field form. Two minutes, no long questionnaire.
- Free policy check. A specialist reads it against the platform rules and tells you honestly whether it qualifies.
- We build and file the case. The right policy, the right channel, the evidence attached. We handle the appeal too.
- Pay only when it is gone. No upfront payment on qualifying cases. If the platform says no, you owe nothing.
What we will never do
- Promise a removal. The platform decides, not us.
- Post fake reviews or pay anyone to delete a review.
- Pressure, threaten or try to identify a reviewer.
- Charge an upfront fee on a case that does not qualify.
A worked example: the review from inside the company
This is a made up example to show the steps. It is not a client case.
A New York skincare brand finds a one star Sitejabber review, posted 12 days ago, calling its serum dangerous. The wording matches a complaint a sales assistant made when she left the company last month. No order in the system matches the name or email.
- Free check. A former employee review is a conflict of interest. The lack of any order also makes it a verification candidate.
- Inside the window. At 12 days old, the review is still within the 30 day verification window.
- Two tools. The brand reports the conflict of interest from the dashboard and uses one of its two monthly verification requests.
- Calm reply. A short public response invites the reviewer to contact customer care with an order number.
- No contact. Nobody from the brand contacts the former employee about the review.
If the reviewer did not respond within 10 business days, SmartCustomer says the review would be removed automatically. If they did respond, the conflict report would still be assessed on its own. That is honest Sitejabber review removal: the right tool, inside the time limit, with no pressure on anyone.
Worried about a Sitejabber review?
Send the link for a free, confidential Sitejabber review removal check. We reply within one business day.
Frequently asked questions
Is Sitejabber now SmartCustomer?
When we opened sitejabber.com it redirected to smartcustomer.com. SmartCustomer’s pages still use the @sitejabber social handles and a LinkedIn page under the Sitejabber name, but they do not explain the change.
Will Sitejabber remove a negative review?
Not because it is negative. SmartCustomer’s review policy says reviews are never removed simply because they are negative. Its FAQ says removal is rare and only for breaking its Terms of Service or Review Guidelines.
Can a business pay Sitejabber to remove a review?
No. The FAQ says that under no circumstances can businesses pay to remove or suppress reviews. Paid plans add ways to collect and publish reviews, not to remove them.
What is Request verification on Sitejabber?
It is a business dashboard tool. You can use it within 30 days of a review being posted. If the reviewer does not respond, the FAQ says the review is removed automatically after 10 business days.
How often can I use Request verification?
The FAQ says the tool can only be used twice per month on a free plan.
Which Sitejabber reviews break the rules?
SmartCustomer names conflicts of interest, second hand reviews, threats, personal attacks, hate speech, lewd content, irrelevant content, duplicates, incentivised reviews and fake reviews. Personal contact details can be reported and redacted.
Can I get a review removed because I think it is fake?
Not on your word alone. The FAQ says a review cannot be removed simply because a business says it is fake, so report a specific rule break or request verification.
Can a reputation company remove Sitejabber reviews?
SmartCustomer says such companies have no influence over its content and that it does not remove authentic reviews. Removal Lab agrees: we help you use the tools in your own dashboard and never claim special access.
Can I ask the customer to delete their Sitejabber review?
No. SmartCustomer says businesses cannot ask reviewers to change or remove a review, even after resolving the problem. Reviewers can remove their own reviews from their profile page if they choose.
How long does Sitejabber review removal take?
Request verification runs for 10 business days. A second look with documents typically takes about 10 business days. SmartCustomer does not notify you if a reported review is removed.
Is Sitejabber review removal free?
Reporting a review and requesting verification are tools in the SmartCustomer business dashboard. The FAQ says a free plan allows two verification requests per month. Removal Lab’s case check is free and there is no upfront payment on qualifying cases.
Does Removal Lab work for Sitejabber or SmartCustomer?
No. Removal Lab is independent, cannot delete reviews and never promises a removal. The case check is free and there is no upfront payment on qualifying cases.
Sources: SmartCustomer Review Integrity Policy and Guidelines, SmartCustomer FAQ, SmartCustomer Terms, SmartCustomer Trust Hub, SmartCustomer contact page, sitejabber.com (redirects to SmartCustomer), 47 U.S.C. 230, 16 CFR 465.7 and FTC final rule on fake reviews. Removal Lab does not work for Sitejabber or SmartCustomer. Every decision is made by the platform.