Removal of fake reviews
Just Eat has a system in place that helps us identify and remove fake reviews. We believe these could have been placed by someone closely related to the restaurant, with the aim of boosting that restaurant’s rating on Just Eat. We do this to ensure that our review system remains honest – that’s why we need to remove them as quickly as possible.
FAQs
Why have you removed my review?
If we have reason to believe there are fake reviews on your account, we reserve the right to remove them. Fake reviews go against our principles of fairness and transparency, and harm customers’ trust in us, and our partners in the food community.
Restaurant Partners found to have intentionally posted fake reviews will be in breach of our Restaurant Agreement and could face serious consequences as a result.
What is a fraudulent review?
We consider a fake review to be one placed by someone closely related to the restaurant, solely for the purpose of boosting the restaurant’s rating on Just Eat. Fake reviews also include negative reviews left by restaurant competitors.
Just Eat has a system in place that helps identify and remove such reviews to ensure that our review system remains honest. Keeping these reviews live could potentially damage the reputation of both your restaurant, and Just Eat.
The team thoroughly investigates each individual case before confirming that a review is fraudulent.
Will you compensate me for these orders?
We do not offer compensation for any orders where the review has been removed. It has been our experience that some restaurants are willing to accept the cost of commission in order to leave a fraudulent review, and for this reason compensation will not be offered in any instance. We take the matter of fraudulent reviews very seriously and if we find further instances of fraudulent reviews it may result in the termination of our relationship.
How does this affect my review score?
We’re constantly analysing and tweaking our algorithm, but we will always favour good customer reviews and experience. All restaurants are given an average rating based on all of the reviews they have received since joining us. This forms part of the calculation for a restaurant’s Performance Score and therefore placement on the website.
We are unable to give more information on how our algorithm calculates the scores as this could then be manipulated by restaurants. In order to be fair to all restaurants this information is never disclosed.
In some instances, this can mean restaurants with a slightly lower score than yours being placed above you. However, please be assured that this can happen due to the way metrics are calculated. Your restaurant will always be correctly placed on the website based on what a customer is searching for.
What if I do not agree with the removal – how can I discuss my review ratings for my restaurant?
Please email [email protected] and we will endeavour to get back to you within 24 hours.