WASHINGTON, D.C. — The Federal Trade Commission (FTC) has formally approved a consent order against Sitejabber, an AI-based consumer review platform, addressing allegations of deceptive practices that misled both customers and online search engines. The unanimous decision follows a thorough investigation into the company’s review and rating methods.
According to the FTC’s complaint filed in November 2024, Sitejabber collected customer ratings and reviews at the point of purchase—before consumers had received or used the products or services in question. These premature reviews were then used to artificially increase the average ratings and review counts displayed on the company’s platform, resulting in inflated reputations for its business clients. Sitejabber’s manipulated data also appeared in broader search results, misrepresenting the reliability of the reviews.
Additionally, the platform provided its clients with these pre-fulfillment ratings and reviews, allowing businesses to further propagate ratings as if they were from verified customer experiences. The FTC concluded that this practice misled consumers and created an inaccurate picture of product quality and customer satisfaction.
The final order prohibits Sitejabber from making or aiding others in making false claims regarding any ratings, average ratings, or reviews processed through its platform. The ruling aims to ensure that consumer trust in online reviews and ratings is safeguarded.
The FTC’s unanimous 5-0 vote to approve the order underscores the Commission’s commitment to addressing deceptive practices in the digital marketplace. The settlement serves as a warning to companies leveraging AI and automated platforms to manipulate consumer perception.
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