We want reviews you can trust
At blu, we want reviews on blu.com to be useful, honest and easy to trust. Genuine customer feedback helps adult consumers make informed decisions about our products and helps us understand what we are doing well and where we can improve.
This policy explains:
- the different types of customer reviews and ratings we may display on blu.com;
- the difference between product reviews and brand reviews;
- who can leave a product review;
- how reviews are collected, moderated and displayed;
- our approach to fake, misleading and incentivised reviews;
- how star ratings, review counts and review summaries work;
- how selected reviews may be displayed more prominently;
- how we review our review processes; and
- how to report a review that you believe may be fake, misleading or suspicious.
This policy applies to customer review information displayed on blu.com, including product reviews collected through Bazaarvoice and brand review information displayed through Trustpilot widgets.
Bazaarvoice product reviews are linked to blu product purchases and may be displayed on product detail pages. Trustpilot brand reviews relate to the overall blu.com customer experience and are separate from individual product reviews.
Product reviews and brand reviews
blu.com may display different types of customer review information from different review providers.
Product reviews
Product reviews are collected through Bazaarvoice and relate to specific blu products. These reviews may appear on product detail pages and may be used to calculate product star ratings and review counts for the relevant product.
Brand reviews
Brand reviews may be displayed through Trustpilot and relate to the overall blu.com customer experience, such as shopping experience, service, delivery or general feedback about blu.com.
Trustpilot brand reviews are separate from Bazaarvoice product reviews and are not used to calculate individual product ratings on blu.com.
Where we display review information from a third-party review provider, we will identify the source of that review information and, where appropriate, provide a way for consumers to view the fuller set of reviews.
Who can leave a product review?
If you buy a blu product online from blu.com, you may receive an email invitation asking you to leave a product review after your order has been completed and delivered.
Our product reviews are collected through Bazaarvoice. All reviews submitted through the blu review programme are linked to a completed blu.com purchase and can only be submitted by consumers who have received a review invitation following their purchase. This helps us verify that reviews originate from real consumers and are linked to real purchases of the relevant product from blu.com..
Bazaarvoice and/or blu may carry out additional verification checks where appropriate.
How to write a helpful product review
A good review does not need to be long or perfect. It just needs to be genuine, useful and based on your own experience.
When writing your product review, please try to:
- tell us what you liked or did not like;
- explain how the product performed for you;
- include details that may help another adult consumer decide whether the product is right for them;
- keep your comments relevant to the product you are reviewing;
- be honest, fair and respectful; and
- avoid including personal details such as your email address, phone number or full postal address.
We welcome positive and negative product reviews. If your experience was great, we want to hear about it. If something did not meet your expectations, we want to hear about that too.
We do not reject, remove or hide a product review simply because it is negative, critical or gives a low star rating.
Fake and misleading reviews are not allowed
Reviews displayed on blu.com must reflect a genuine consumer experience.
A fake review is a review that claims to be based on a genuine experience but is not. Fake reviews can be positive or negative, and they can mislead consumers and unfairly affect product or brand ratings.
Examples of fake or misleading reviews may include:
- a review written by someone who has not genuinely used or experienced the product or service being reviewed;
- a review containing false information about a product, service or experience;
- a review submitted to artificially increase or decrease a rating;
- duplicate or spam reviews intended to manipulate review information;
- a review generated or submitted as part of fraudulent activity;
- a review submitted by someone who has received an incentive in connection with their review, and this has not been clearly disclosed; or
- a review submitted by someone with a connection to blu where that connection has not been clearly disclosed.
We do not allow:
- fake reviews;
- fraudulent reviews;
- misleading reviews;
- concealed incentivised reviews; or
- any attempt to manipulate reviews, review counts, star ratings, review summaries or other review information.
Reviews that are found to be fake, fraudulent, misleading or otherwise in breach of this policy may be rejected, removed or investigated further.
Incentivised reviews
Sometimes blu may take part in product sampling or testing programmes. This means a consumer may receive a product free of charge in exchange for giving their genuine feedback.
Where a review has been submitted as part of a sampling or promotional programme, it will be clearly identified on blu.com with an appropriate disclosure, such as:
- “Incentivized Review”; and/or
- “Received Free Product”.
Concealed incentivised reviews are not permitted. If a review has been incentivised, that must be made clear.
Please note that Trustpilot prohibits all incentivised reviews and blu does not offer any incentives for consumers to leave Trustpilot reviews.
How product reviews are moderated
All product reviews submitted through the blu product review programme are moderated by Bazaarvoice before they are published. Bazaarvoice acts as a neutral third-party moderation provider.
Bazaarvoice uses a combination of automated technology and human moderation to assess submitted reviews. Product reviews that pass moderation and authenticity checks are published, including negative reviews and low star ratings.
blu does not cherry-pick product reviews. We do not ask Bazaarvoice to remove product reviews just because they are negative or because an issue has later been resolved.
Content that may not be published
To keep reviews useful, safe and relevant, some content may not be published.
A product review may be rejected if it includes:
- fake, fraudulent or misleading content;
- spam or duplicated content;
- content that does not appear to reflect a genuine consumer experience;
- content that is not relevant to the product being reviewed;
- content about the wrong product;
- abusive, threatening, profane, offensive or discriminatory language;
- personal information, such as email addresses, telephone numbers or physical addresses;
- advertising, promotional material, competitor references or spam;
- illegal, dangerous or inappropriate content;
- content that identifies the reviewer as being under the age of 18;
- medical advice;
- unsupported health claims; or
- claims suggesting that blu products can treat, cure, prevent, reduce or relieve any disease, condition or tobacco-use behaviour.
Reviews about customer service, delivery or orders
We know your experience with blu may include more than just the product itself. You may mention customer service, delivery, shipping, fulfilment or order-related experiences in your product review.
If you need help with an order, delivery or product issue, you can also contact blu Support. Leaving a review and contacting blu Support are separate processes. You are free to leave a review, contact blu Support, or do both. You do not need to contact blu Support before leaving a review, and resolving a complaint through customer support will not prevent you from leaving, maintaining or updating a review reflecting your genuine experience.
How product reviews are displayed on blu.com
Approved product reviews may be displayed on the relevant product detail pages on blu.com.
All product reviews that pass moderation may be published, whether they are positive, neutral or negative. We do not remove product reviews simply because they contain criticism or give a low star rating.
Product reviews are currently displayed by Highest Rating as the default sort order. You can change the sort order at any time using the available filtering and sorting tools to view product reviews by:
- Most Recent;
- Most Helpful;
- Most Relevant; or
- Lowest Rating.
This allows you to explore the full range of feedback and choose the view that is most useful to you.
How product star ratings are calculated
Each product review includes the star rating submitted by the reviewer.
The overall product star rating displayed on blu.com is calculated using the star ratings submitted by consumers through the Bazaarvoice product review programme. All reviews which pass moderation and authenticity checks, including incentivised reviews, count towards the overall star rating.
If a review is later removed because it is found to be fake, fraudulent, misleading or otherwise in breach of this policy, related review information, including product ratings and review counts, will be updated following removal of the review.
AI-generated product review summaries
blu may display AI-generated summaries of product reviews on product detail pages.
These summaries are generated from approved customer reviews for the relevant product and are intended to help consumers identify common themes in customer feedback.
AI-generated summaries may not reflect every review or every consumer experience. You should read the full reviews available on the product page to understand the full range of feedback, including positive and negative reviews.
If a review is removed because it is fake, fraudulent, misleading or otherwise in breach of this policy, review information derived from that review, including ratings, review counts or AI-generated summaries, may be updated where appropriate.
Trustpilot brand reviews
blu.com may display Trustpilot widgets showing brand-level review information about blu.com. This may include blu.com’s current Trustpilot rating, review count or Trustpilot review content.
Trustpilot brand reviews relate to the overall blu.com customer experience. They are separate from Bazaarvoice product reviews and are not used to calculate product ratings on blu.com.
Where Trustpilot review information is shown, the widget or surrounding text will identify Trustpilot as the source and will provide a route for consumers to view more reviews.
Trustpilot applies its own platform processes for reviewing, moderating and managing reviews submitted on Trustpilot. Trustpilot also provides tools for users to report reviews that may breach its guidelines.
Reporting a suspicious review
We want reviews displayed on blu.com to be trustworthy. If you believe a review may be fake, misleading, fraudulent or otherwise inconsistent with this policy, please let us know.
You can report a suspicious review by contacting blu Support using the details below or by reaching out via the webchat in the bottom right corner of the blu support pages of the website.
Phone: 0800 014 9355
Email: support-uk@blu.com
When reporting a review, please provide as much information as possible, including:
- the product name;
- the URL of the page where the review appears; details of the review you are reporting;
- why you believe the review may be fake, misleading or suspicious;
- any relevant links or screenshots; and
- any other information that may help us review the matter
Reports may be submitted by consumers, traders or other third parties who have information suggesting that review content may be fake, misleading or otherwise inconsistent with this policy.
If your concern relates to a Trustpilot review, you may also use Trustpilot’s own reporting tools on Trustpilot.
How reported reviews are investigated
Where a review is reported to blu Support or otherwise identified as suspicious, blu and/or Bazaarvoice may investigate the review. This may include automated checks, manual moderation or authenticity processes. In carrying out any investigation, blu and/or Bazaarvoice will take into account all relevant information available to them.
For Trustpilot brand reviews, Trustpilot applies its own platform rules, reporting tools and review integrity processes.
Action we may take
If we determine that a review is fake, fraudulent, misleading or otherwise breaches this policy, we may take appropriate action. This may include:
- refusing to publish the review;
- removing the review from blu.com;
- investigating related review activity;
- restricting or suspending a person’s ability to submit future reviews;
- excluding a person from participating in sampling, testing or promotional review programmes;
- implementing appropriate measures to prevent repeated attempts to submit fake, misleading or otherwise non-compliant reviews; and
- updating related review information, including product ratings, review counts or AI-generated summaries, where necessary.
Where the review appears on Trustpilot, the review may also be subject to Trustpilot’s own platform processes and reporting tools.
If you believe your review has been incorrectly rejected or removed, you may contact blu Support using the contact details below. We will consider any concerns raised and respond where we are able to do so.
Contact us
If you have any questions about this policy, or if you want to report a suspicious review, please contact blu Support:
Phone: 0800 014 9355
Email: support-uk@blu.com