Independent profile. Not owned, sponsored or endorsed by Sitejabber.

Sitejabber Reviews, Complaints & Contacts

Sitejabber, a consumer review website founded in 2006, renamed itself SmartCustomer in March 2026; sitejabber.com now redirects to smartcustomer.com. The site is run by GGL Projects, Inc. of Menlo Park, California. Reviews are moderated by software and staff, businesses can claim a free profile and respond to reviews, and support is by email only. In December 2024 the FTC issued a final consent order barring the company from misrepresenting the ratings and reviews it collects and displays, and in November 2025 Veritas Global Protection Services sued the operator for trademark infringement in the U.S. District Court for the Northern District of California; Veritas dismissed the case with prejudice by stipulation in April 2026, and the court closed it. BBB rates the business A+ and lists it as accredited; its Trustpilot page shows a TrustScore of 1.7 out of 5 from 309 reviews.

REVIEWS & COMPLAINTS3on USAComplaints · none in last 3 yrs · latest 2011
WEBSITEsmartcustomer.com
HEADQUARTERSMenlo Park, CA
PROFILE CHECKED2026-10-27
Submit a Complaint Read reviews & complaints ↓ Official website ↗
VERIFIED

Contacts & Login

EmailAddress

Customer service & general contact

Cancel, billing & returns

Account & login

Other contacts

Previously listed (not confirmed current)

VERIFIED

Locations

  • Headquarters700 El Camino Real Suite 120-1312 Menlo Park CA 94025
EDITORIAL

Is Sitejabber Legitimate?

BBB, Trustpilot

Legal name
GGL Projects, Inc.
Founded
2006
Business type
Consumer review website and review-collection software for businesses, renamed SmartCustomer in March 2026
Website
smartcustomer.comSource: SmartCustomer website, checked 2026-10-27
Headquarters
Menlo Park, CASource: FTC Decision and Order, Docket C-4808, and SmartCustomer Terms of Service, checked 2026-10-27

Operator. The site is run by GGL Projects, Inc., a California corporation, according to the SmartCustomer Terms of Service (last updated February 27, 2026) and Privacy Notice (last updated April 12, 2026). The FTC's 2024 order gives the company's principal office as 700 El Camino Real, Suite 120-1312, Menlo Park, CA 94025; the Privacy Notice gives the same address as the company's contact, and the Terms give it for copyright notices. The opening paragraph of the Terms describes the company as headquartered in San Mateo, California.

History. BBB lists the business as started on November 28, 2006, with 20 employees. The company launched as Sitejabber and announced on March 5, 2026 that Sitejabber is now SmartCustomer, saying the new name reflects its work against fake reviews and online fraud in the era of AI shopping tools. The old sitejabber.com address now forwards to smartcustomer.com.

Legal and privacy contacts. The Terms name the Legal Department at the Menlo Park address, phone 855-336-0605 and [email protected], as the company's agent for copyright (DMCA) infringement notices. Privacy requests go to [email protected].

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints in the last 3 years
10 complaints · BBB business grade A+
TrustpilotAll reviews on the claimed SmartCustomer page
309 reviews · TrustScore 1.7 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 3 historical complaints about Sitejabber, published in 2011. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

EDITORIAL

Complaint record: posts on this site, BBB and Trustpilot

3 published complaint reports are linked to this profile.

The linked posts on this site were published in 2011 under the names www.sitejabber.com and Sitejabber.com. One complains that the site had an alliance with LegitScript and labeled pharmacies outside that program as rogue; one complains that moderators deleted positive reviews while negative ones stayed up; one complains that the poster lost access to the site after exchanging messages with another user, and that support said the poster had gone over a message limit and was suspended for a month. These are the posters' own accounts of the site as it operated in 2011, not findings, and the company has not replied to them on this site. The company's current rules are summarized on this page.

BBB. The BBB profile for SmartCustomer in Menlo Park, CA shows the business as BBB Accredited since April 25, 2023, with an A+ rating, and lists GGL Projects, Inc. as an alternate name. It shows 10 complaints in the last 3 years, 2 of them in the last 12 months. The profile also lists the FTC case as a government action, noting that the company settled without admitting or denying the allegations. Anyone with a complaint about SmartCustomer itself can file it through this BBB profile.

Trustpilot. The claimed SmartCustomer page on Trustpilot shows a TrustScore of 1.7 out of 5 from 309 reviews.

Had an experience with Sitejabber? Tell other people what happened.

Submit a Complaint
EDITORIAL

Sitejabber reviews: how to report or dispute a review and who to contact

Sitejabber is now SmartCustomer. The company announced on March 5, 2026 that Sitejabber is now SmartCustomer, and sitejabber.com addresses forward to smartcustomer.com. The operator is still GGL Projects, Inc., so every step on this page is taken on smartcustomer.com.

Contact. The Contact Us page gives one address for help: [email protected]. It lists no phone number for users and suggests the Trust Hub and FAQ first. Under the Review Guidelines, reviewers send appeals to [email protected] and businesses send appeals to [email protected].

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To reach a business reviewed on the site, open that business's review page, which shows its contact details or lets you post a question. Media enquiries go through the Press page, and businesses are sent to smartcustomer.com/business.

If you wrote a review. You can edit or delete your own review at any time from your profile page. If a review was removed or filtered out and you believe it met the guidelines, email [email protected] with the context and your proof of purchase; appeals are typically reviewed within 10 business days. Any user can flag a suspicious review from the review page.

If a business pressures you over a review. Businesses may not ask you to change or remove a review, even after resolving your problem, or offer you anything for removing it.

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The FAQ asks users to report such contacts to [email protected] and notes that you can republish or write a new review about your experience after the issue is resolved. It also says businesses that threaten reviewers or offer compensation for removing a review may be violating the federal Consumer Review Fairness Act. Separately, you can report the business to the FTC at ReportFraud.ftc.gov or to your state attorney general.

If you are a business that disputes a review. SmartCustomer says it does not arbitrate disputes between businesses and reviewers and will not remove a review just because a business disagrees with it or calls it fake. The FAQ lists these options: report a review that clearly breaks the guidelines (personal attacks, conflicts of interest, second-hand experiences, employees' personal information, or a review placed on the wrong business); within 30 days of the review being posted, use the verification request, which asks the reviewer to confirm the experience and removes the review automatically if the reviewer does not respond within 10 business days (free plans can use this twice a month); or post a public response. The Review Guidelines add that suspected fake reviews should be flagged from the business dashboard, and that appeals of moderation decisions go to [email protected], typically reviewed within 10 business days. SmartCustomer says reviews cannot be removed for payment, and the FAQ warns against reputation management firms that claim otherwise.

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Claiming a business profile. Any business can claim a free profile at smartcustomer.com/business/register and respond to reviews from its dashboard; paid plans add more tools. The FAQ says listings are not removed at a business's request.

Disputes with the site itself. Under Section 12 of the Terms of Service (choice of law and arbitration), claims against the company are governed by California law and must be resolved individually by binding arbitration before a single arbitrator of the American Arbitration Association, held in San Francisco; parties may take part in person, by phone or in writing, and class or representative claims are excluded. For a complaint about how SmartCustomer itself treated you, write to [email protected] first; you can also file a complaint through its BBB profile. Copyright (DMCA) notices go to the Legal Department at 700 El Camino Real, Suite 120-1312, Menlo Park, CA 94025, phone 855-336-0605, [email protected], and privacy requests to [email protected].

EDITORIAL

FTC consent order against GGL Projects, Inc. (d/b/a Sitejabber), Docket No. C-4808

The Federal Trade Commission announced its complaint and a proposed consent order against GGL Projects, Inc., also d/b/a Sitejabber, in November 2024. The final Decision and Order (Docket C-4808) was issued on December 30, 2024, and the FTC's press release of January 3, 2025 says the Commission approved it by a 5-0 vote after a public comment period.

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What the FTC alleged. According to the FTC, Sitejabber collected ratings and reviews for its business clients at the point of purchase, before customers had received or used the product or service, and used them to inflate the clients' average ratings and review counts, which also appeared in Google and other search results. The FTC said this misrepresented the ratings as coming from customers who had experienced the product or service, and that Sitejabber gave clients these pre-delivery ratings, letting them make the same claim. These are the FTC's allegations; there was no trial.

Consent language. The Decision says the respondent 'neither admits nor denies any of the allegations in the Complaint, except as specifically stated in this Decision and Order', and admits only the facts necessary to establish jurisdiction.

What the order requires. Part I prohibits the respondent, in connection with advertising or promotion, from making or assisting any misrepresentation (A) that an average customer rating or total number of ratings or reviews reflects only customers who received the product or service, (B) that a rating or review collected at the time or point of purchase came from a customer who received or had the opportunity to experience the product or service, and (C) 'about any ratings, average ratings, or reviews that they collect, moderate, or display.' Part II bars providing others with the means or instrumentalities to make such misrepresentations, including ratings collected from customers who had not yet received their purchases. The order imposes no fine or other payment. It lasts 20 years from issuance, and for 10 years the company must keep records and file compliance reports with the FTC.

What changed on the site. The SmartCustomer FAQ says that, following updated FTC guidance on point-of-sale reviews, the site stopped counting site-experience scores in its overall ratings and review totals and moved them to a separately labeled Instant Feedback score and tab. The company says it worked with the FTC to bring its review collection and display practices in line.

Where to report. Anyone who believes a business or review platform is publishing fake or misleading reviews can report it to the FTC at ReportFraud.ftc.gov. The SmartCustomer FAQ says businesses that threaten reviewers or offer compensation for removing a review may be violating the Consumer Review Fairness Act, which the FTC and state attorneys general enforce.

EDITORIAL

Trademark lawsuit: Veritas Global Protection Services v. GGL Projects, Inc. (N.D. Cal.)

Court records

Veritas Global Protection Services, Inc. sued GGL Projects, Inc., also d/b/a Sitejabber, in the U.S. District Court for the Northern District of California on November 5, 2025 (Veritas Global Protection Services, Inc. v. GGL Projects, Inc., case 3:25-cv-09532, Judge Trina L. Thompson). The docket lists the claim as trademark infringement under the Lanham Act, and the plaintiff demanded a jury. A February 4, 2026 scheduling order referred the case to mediation, and a mediator was appointed on April 13, 2026. On April 23, 2026, Veritas filed a stipulation of dismissal with prejudice, which means the same claims cannot be brought again, and the case was terminated on April 24, 2026. The court made no ruling on the merits, and the docket does not show any settlement terms.

PUBLIC RECORD

Court & Public Records

Veritas Global Protection Services, Inc. v. GGL Projects, Inc., also d/b/a Sitejabber

Dismissed

U.S. District Court, N.D. CaliforniaDocket 3:25-cv-09532Source ↗

Dismissed

The court made no ruling on the merits, and the docket does not show any settlement terms.

Case details: Veritas Global Protection Services, Inc. v. GGL Projects, Inc., also d/b/a SitejabberShow less

Veritas Global Protection Services sued for trademark infringement under the Lanham Act and demanded a jury. A February 4, 2026 scheduling order referred the case to mediation, and a mediator was appointed on April 13, 2026. On April 23, 2026, Veritas filed a stipulation of dismissal with prejudice, and the case was terminated on April 24, 2026.

EDITORIAL

What the site is and how its reviews work

Business. SmartCustomer, known as Sitejabber until March 2026, is a consumer review website. It was founded in Silicon Valley in 2006 by Dr. Rodney Gin, Jeremy Gin and Michael Lai, who is now its CEO, with backing from 500 Startups, The Seraph Group and National Science Foundation innovation research grants. The company says it is an official Google Review Partner and hosts more than 25 million buyer reviews of over 140,000 businesses; these figures are its own.

How it makes money. Consumers use the site for free. Businesses can claim a free profile with basic tools and upgrade to paid plans. The business tools collect reviews from a company's customers, display them in widgets and pass them to Google, where the company says they feed the business's Google Seller Rating and the star ratings on its Google Shopping ads.

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Who can post. Anyone can write a review without an invitation, but it must describe the reviewer's own firsthand experience. Second-hand accounts, duplicate reviews, paid reviews and reviews by owners, staff or close associates are banned. Since February 2026 every new review requires valid proof of purchase, and reviewers can earn a Verified User badge by confirming their identity through the verification service Persona. Each review is labeled by how it was requested: No Invitation, Automated Invitation, Manual Invitation or Unconfirmed Invitation.

Moderation. The site screens reviews with automated filters and a moderation team before they go live. Most reviews appear within 48 hours, while flagged ones can take up to 30 days. The site's rules say reviews are never removed simply because they are negative and that no business can pay to remove a negative review or inflate its rating. The Terms of Service (Section 04, Content) reserve the right, though not the obligation, to remove, screen, edit or reinstate user content at the company's discretion.

Rules for businesses. Businesses may invite customers to review them but must invite a fair, representative sample. Offering anything of value for a business review, pre-screening customers so that only happy ones are invited, and pressuring reviewers to change or delete reviews are all banned. Incentives are allowed only for product reviews, and only if they are disclosed and not tied to a rating. For each confirmed violation the company sends a formal warning and posts it in the Business Activity section of the profile; after three, it removes the business's rating and places a permanent banner on the profile. The site does not remove business listings at a company's request.

EDITORIAL

Frequently Asked Questions

Is Sitejabber now SmartCustomer?

The company announced on March 5, 2026 that Sitejabber is now SmartCustomer, saying the new name reflects its work against fake reviews and AI-driven fraud. The same company, GGL Projects, Inc., runs the site, and sitejabber.com now forwards to smartcustomer.com.

How do reviews on the site work?

Anyone can write a review without an invitation, but it must describe the reviewer's own firsthand experience, and since February 2026 every new review needs valid proof of purchase. Reviews pass automated filters and a moderation team before they are published, usually within 48 hours, and each review is labeled by how it was requested. The site says reviews are never removed simply because they are negative.

How does a business dispute a review?

From the business dashboard, a business can flag a review that breaks the guidelines or looks fake, or, within 30 days of the review being posted, send a verification request; if the reviewer does not respond within 10 business days, the review is removed automatically. Free plans can send two such requests a month. The business can also post a public response. SmartCustomer does not arbitrate disputes and will not remove a review only because the business disagrees with it; appeals of moderation decisions go to [email protected].

How does a business claim its profile?

A business registers for free at smartcustomer.com/business/register to claim its profile, then responds to reviews and collects new ones from its business dashboard. Paid plans add more tools. SmartCustomer does not remove a business listing at the owner's request.

How do I contact the review site?

Email [email protected]; the Contact Us page lists no phone line for users. Reviewers appealing a removed review also write to [email protected], while businesses appealing a moderation decision write to [email protected]. Privacy requests go to [email protected]. Copyright (DMCA) notices go to the Legal Department at 700 El Camino Real, Suite 120-1312, Menlo Park, CA 94025, phone 855-336-0605, [email protected].

Can a business pay to remove a review?

According to SmartCustomer's Trust Hub and FAQ, no business can pay to remove or suppress a negative review or to raise its rating, and businesses may not offer reviewers anything to take a review down. The FAQ warns that reputation management firms promising to remove reviews cannot do so, and asks users to report such offers to the company.

What did the FTC order against the operator say?

The FTC's Decision and Order (Docket C-4808, issued December 30, 2024) bars GGL Projects, Inc., d/b/a Sitejabber, from misrepresenting any ratings or reviews it collects, moderates or displays, including presenting ratings gathered at the point of purchase as coming from customers who had received the product or service, and from giving clients the means to make such claims. The company neither admitted nor denied the allegations, and the order carries no payment. The FTC announced the 5-0 approval of the final order on January 3, 2025.

Is there a lawsuit against the operator?

Veritas Global Protection Services, Inc. filed a trademark infringement suit against GGL Projects, Inc., also d/b/a Sitejabber, in the U.S. District Court for the Northern District of California on November 5, 2025 (case 3:25-cv-09532). The case is closed: Veritas filed a stipulation of dismissal with prejudice on April 23, 2026, and the case was terminated the next day. There was no ruling on the merits, and the docket does not show any settlement terms.