Reputation Management for DTC Brands
You Paid For The Click, Then They Searched Your Brand And Found 1.3 Stars.
You are paying for the click and then losing the customer on a page you do not own. Your reviews. Your BBB file. A thread someone wrote two years ago. That is where the decision gets made now, and that is what we rebuild, using your real customers.
What you get
Real reviews, from customers who actually ordered.
Every complaint answered, not left sitting.
Your reputation scored, and re-scored every month.
Reputation programs running across supplements, beauty, skincare, home care and consumer apps.
8 / month
Verified reviews earned
100%
BBB complaints answered
90 Days
To a rebuilt rating
300+ brands have changed what buyers find about them
“I knew our rating was bad. I did not know 91 percent of it was one star and nobody had ever replied. Six weeks later real customers were posting again and my team had a process.”
Founder (Supplement Brand)
“There were 29 complaints sitting on our BBB file that nobody had ever touched. They wrote the SOP, we worked the queue, and the tone of our inbox changed inside a month.”
Head of Customer Experience (Home Care Brand)
“We stopped losing people at the last step. Same ad spend, more of it turning into orders, because what buyers found when they checked us matched the product.”
Founder (Beauty Brand)
What this is quietly costing you
It never shows up as one line on a dashboard, which is probably why you have been living with it. It shows up as a conversion rate that will not move no matter what you test, a refund rate creeping up, and customers who buy once and never come back. You are paying full price for traffic that changes its mind on the way to your checkout.
- Acquisition: You already paid for that click. They read your reviews and left.
- Retention: Nobody reorders from a brand they had to talk themselves into.
- Risk: Rising disputes and complaints get noticed by processors and ad platforms.
If you spend $200,000 a month and 40 percent check your reviews, half of them walking is $40,000 buying nothing.
Selling software or billing on subscription instead? See Reputation Management for SaaS Brands.
What your payment processor sees
Before an acquirer approves you, and every time they review you after, someone reads your reviews. Unresolved complaints, one-star ratings and refund threads all feed your risk score. The complaints that become bad reviews this month are usually the ones that become chargebacks next month. Sell supplements or bill on subscription and you were flagged before any of this started.
Underwriting: Reviews and unresolved complaints feed your risk score at approval and after.
Early warning: Complaint volume climbs weeks before the disputes actually land.
- The cliff: Past roughly 1 percent disputes you are in a monitoring program.
Clearing your complaint backlog is not customer service admin. It is the cheapest insurance you can buy on your ability to take money.
How we rebuild it
Real reviews, from customers who actually ordered
You do not need us to write reviews. You need your customers to actually get asked. We build that: the SOP, the CS script, a card in every box, incentives that pay for asking and never for the rating, and a tracker tied to real orders.
Every complaint answered, not left sitting
An unanswered BBB file tells a customer nobody is listening, and tells an underwriter something worse. We claim the profile, write the response SOP, and work the backlog until every complaint has a reply. One client had 29 of 39 untouched.
We put your side of the story on record
Right now the only version of your brand out there is the one written by unhappy people. We watch wherever you come up, correct what is wrong, answer what is fair, and add real coverage through monthly PR and honest third-party reviews.
Trusted by brands across supplements, beauty, home care and consumer apps.
Book a call and we will show you what your customers find and what it costs you.
Infrastructure & Expertise
A team, not a review widget
Software emails your customers and tells you when a rating drops. It cannot answer a complaint, hold a conversation, or earn you coverage. We do the part software cannot, under one owner.
We have never written a review
Not one, not ever. Every review on your profile comes from a customer who actually ordered. The drafts we give you guide how your team asks, and you can open the tracker and check any request against an order.
No lock-in, and you keep everything
90 days to build the system, then month to month with 30 days notice. If you leave, every review, reply, placement and profile we built stays live and stays yours.
You Will Always Know What Your Reputation Is Doing To Revenue.
Monthly Sentiment Report
Your score, your star split, reply rate, complaint status, and what moved.
Live Dashboard
Reviews in, complaints cleared, coverage live, PR and listings, by month.
Direct Access
Your team is always a Slack message or call away.
Our Proven Process for Building a Strong DTC Brand Reputation
Step 1
Brand Sentiment Audit & Trust Score
Step 2
Review & Complaint Systems Build
Step 3
Coverage & Community Management
Step 4
Monthly Reporting & Re-Scoring
Step 2
Review & Complaint Systems Build
We write the Trustpilot SOP and the BBB SOP, design the card that goes in the box, set your CS incentive tiers and build the tracker. Your team starts asking real customers and clearing the backlog in week one.
Step 4
Monthly Reporting & Re-Scoring
We re-score you every month and show you the movement: rating, reply rate, complaints, sentiment, coverage. If something new appears about you, you hear it from us before you hear it from a customer.
Step 1
Brand Sentiment Audit & Trust Score
We go through your review profiles, star split, reply rate, BBB file, community mentions and what AI says when someone asks about you, then score it out of 10. You see what a customer finds and which parts of it are costing you money.
Step 3
Coverage & Community Management
Monthly PR, and someone watching wherever your brand comes up so it gets a reply the same week. Honest third-party reviews, plus five brand listings so your own profiles are what people find first.
8 / month
Verified reviews earned
100%
BBB complaints answered
90 Days
To a rebuilt rating
What a rebuilt reputation looks like
- Supplement brand: 1.3 stars, 91 percent one-star, zero replies. Real reviews inside a month.
- Home care brand: 29 of 39 BBB complaints untouched. Response SOP running in month one.
- Beauty brand: 28 verified reviews at a 4.9 average, every one tied to a real order.
Reputation management built to protect revenue
- Brand Sentiment Audit & Trust Score
Where you actually stand across reviews, BBB, mentions and AI answers.
- Trustpilot Review Acquisition
SOP, card, CS incentives, tracker, and 8 verified reviews every month.
- BBB Complaint Response
Clear the backlog underwriters read, and get the rating moving again.
- Reddit & Community Management
Someone watching where you come up, replying the same week it happens.
- PR & Third-Party Coverage
One earned release a month plus honest reviews from people who use it.
- Monthly Sentiment Reporting
Re-scored monthly, with new problems flagged before they spread.
DTC Reputation Management FAQs
Do you write fake reviews?
No, and we never have. Every review comes from a customer who actually ordered. The drafts we give you guide how your team asks, and you can audit any request against an order.
Can you remove negative reviews?
Only where one breaks platform policy, and we will tell you which qualify. The rest get answered. A rating recovers on real volume and visible replies, not on deletions.
What does reputation management cost?
It depends on where your score sits, how many reviews you have and how big the complaint backlog is. A brand with no profile is a different build from one at 1,800 reviews.
How long does it take?
Complaint replies go out in week one and reviews start landing inside the first month. A rating moves properly over 90 days. Sentiment shifts over two to three quarters.
Can bad reviews affect our payment processing?
They feed into it. Underwriters check reviews and unresolved complaints when scoring risk, and complaints usually rise weeks before disputes do. We fix those signals. We are not payment consultants.
Will this get our profile flagged?
Not the way we run it. Every request ties to a verified order and incentives pay for the ask, never for the rating. Every touch sits in a tracker you can open.
Are we locked into a contract?
90 days to build the system, then month to month with 30 days notice. Everything we published stays live and stays yours if you decide to stop working with us.
We are new with almost no reviews.
That is easier. A blank profile looks risky to a buyer but there is no damage to undo. We start with acquisition and listings before a negative pattern ever forms.
Does this replace SEO or paid ads?
No. It changes how both convert. Reputation work rarely adds new traffic. It stops you losing the traffic and the customers you already pay for.
Do you write fake reviews?
No, and we never have. Every review comes from a customer who actually ordered. The drafts we give you guide how your team asks, and you can audit any request against an order.
Can you remove negative reviews?
Only where one breaks platform policy, and we will tell you which qualify. The rest get answered. A rating recovers on real volume and visible replies, not on deletions.
What does reputation management cost?
It depends on where your score sits, how many reviews you have and how big the complaint backlog is. A brand with no profile is a different build from one at 1,800 reviews.
How long does it take?
Complaint replies go out in week one and reviews start landing inside the first month. A rating moves properly over 90 days. Sentiment shifts over two to three quarters.
Can bad reviews affect our payment processing?
They feed into it. Underwriters check reviews and unresolved complaints when scoring risk, and complaints usually rise weeks before disputes do. We fix those signals. We are not payment consultants.
Will this get our profile flagged?
Not the way we run it. Every request ties to a verified order and incentives pay for the ask, never for the rating. Every touch sits in a tracker you can open.
Are we locked into a contract?
90 days to build the system, then month to month with 30 days notice. Everything we published stays live and stays yours if you decide to stop working with us.
We are new with almost no reviews.
That is easier. A blank profile looks risky to a buyer but there is no damage to undo. We start with acquisition and listings before a negative pattern ever forms.
Does this replace SEO or paid ads?
No. It changes how both convert. Reputation work rarely adds new traffic. It stops you losing the traffic and the customers you already pay for.
See what your customers see
Book a free reputation assessment. We walk you through your reviews, your BBB file, what people say about you and what AI repeats back, and we score it out of 10. Thirty minutes, and you keep the score either way.
You keep the score and the plan either way.
Your reputation scored out of 10
Every review, complaint and mention costing you orders
The three fixes we would make first, in order
A 90-day rebuild plan with monthly deliverables
Your reputation scored out of 10
Every review, complaint and mention costing you orders
The three fixes we would make first, in order
A 90-day rebuild plan with monthly deliverables