Ordered a Garmin reversing camera from Handtec last week. Frustrated today when I got a message from the PO, after I'd left for work, saying it was out for delivery followed up by another saying that they'd failed to deliver and, since I hadn't specified a "Safe Place", the earliest I could collect it was tomorrow. I have no idea how I was meant to specify a safe place as there was never an option to do so. Oh, and the email said that the card that had been left (at the place where, by definition, I wasn't, ) contained the information about how and where I could get my package. Why not put that in the mail? Now wishing I'd ordered Click and Collect from Halfords as I could have got it today for the same price.

Anyhow, got an email from Handtec inviting me to review on Trustpilot so I did, giving 3 stars and basing it on what I've explained above.

Almost the instant I submitted my review, the phone rang and it was Handtec, apologising for the delay in delivery and saying that they'd investigated with the PO (in about 5 nano-seconds?) and offering a refund in my postage (£2.99). Oh, and would I mind editing my review....

Now call me cynical (I've been called worse - hater? ), but I feel like a good review is being bought here. I thought the point of a review is to give the facts? I still don't have the item - not likely to see it until I can get into town - and people should consider this when choosing who to order from (Amazon typically don't need a signature, for instance).

SO you edit the review. To exactly the same, except a last paragraph explaining that you've been asked to change it...

Ah Richard you kidder,(or are you?) who the hell would call you a hater. Funny how things develop eh ?

Bingo. It looks like they've fallen behind on expectations and have tried to make amends. I guess it's up to you if you want to amend your star rating or not. But for me it sounds like a positive outcome.

Yes - I just had my suspicions aroused as they said they'd investigated the delivery. The time between me submitting the review and the call was literally barely time for them to have read it. They just wanted me to edit the review, I believe.

That sounds suspiciously as though the "customer satisfaction team" has been scanning for "bad" reviews and is trying to buy you off. I'm not sure that wouldn't persuade me to remove a star for underhand practice...

Aren't these types of customer feedback supposed to be anonymous?

Regardless, I'd do as Neil and Jim suggest and alter it negatively (but still honestly) and then report it to Trustpilot.

I know the guy who runs Feefo (in fact I very nearly worked for him) and he would be livid if a company signed up to his service were to do this. It undermines the whole idea of an impartial review.

Well, well, well, my Trustpilot review has been reported for "breach of Trustpilot guidelines" presumably by Handtec. Two their most recent reviews are also being reviewed for the same reason.

That'll go down a storm on social media... Hope they know what they're doing!

Handtec admitted yesterday that they'd reported my review just in order to buy themselves some time - really poor.

Post a review on their Google result page. As far as I am aware, they can never be removed (if anyone knows how, please tell me).

That is shocking. Whoever runs their customer services is living in a different time.