Important notice regarding recent reviews on Trustpilot.com

We would like to address the recent influx of negative reviews on our Trustpilot.com profile and explain the circumstances behind them. At Galaksion, we are committed to delivering exceptional service to our clients and partners. On an ongoing basis, we monitor client satisfaction and promptly address any issues or concerns raised. We pride ourselves on maintaining a high rating, which has consistently reflected the quality of our work, mostly not dropping below 4.4 stars.

However, approximately one month ago, our Trustpilot rating unexpectedly decreased from 4.4 to 2.5 stars within just a day. This sudden drop was due to an influx of 52 negative reviews, most of which were posted in Spanish and appeared within a matter of hours. This raised immediate suspicion, as we had not encountered any significant issues with customers in that region or received negative feedback from that many individuals.

Upon further investigation, it became clear that these reviews were not from multiple dissatisfied customers but from a single individual who, despite being assisted and in contact with us throughout the resolution process, decided to take revenge by submitting fake reviews under different accounts. This individual confirmed in communication with us that he alone was responsible for all 52 reviews.

To ensure full transparency, we have included screenshots of our conversations with this individual, clearly demonstrating that the reviews were not genuine and were posted out of spite.

We would like to explain the full context behind this case for your understanding. The initial issue raised by this person involved concerns about CPM (cost per thousand impressions) and the number of impressions received. Throughout the process, we maintained consistent communication to address these concerns. 

Regarding the CPM, any occasional fluctuations were due to unstable traffic, but our optimization team quickly restored it to $10-12. As for the impressions, the difference between our figures and the client’s was a normal occurrence. Not all impressions are counted; some users may close their browser windows before the ad loads, navigate away, or experience slow internet connections, which affects the final count. We addressed these issues, resolved them, and made every effort to maintain an open, constructive dialogue with the client. However, the partner was unwilling to engage in further discussion.

We have reported this situation to Trustpilot.com, presenting the evidence of fraudulent reviews and requesting their removal. Unfortunately, despite our efforts, the reviews have not been taken down by the platform. We have also reached out to the supposed reviewers for additional information about their cases, but no further details were provided, proving that the reviews were not legitimate. Trustpilot similarly requested details from the reviewers with no responses in return, leading to the removal of 6 reviews by this reason and 2 due to the abuse. However, despite the identical nature of the situation, the remaining reviews were upheld. 

We believe it is important for you, our valued clients, to be aware of the situation and to understand that these reviews do not reflect the true quality of our service. We remain committed to providing the best possible experience for all our customers, and we are always here to resolve any issues or concerns you may have.

Thank you for your continued trust and support.

Sincerely,

Your Galaksion