How TikTok became the new TrustPilot

Online sellers, watch out: TikTok has taken the reins from Trustpilot as the platform of choice for real-time reactions and genuine user feedback. 

Brands like Hollister and Krispy Kreme are seeing their product launches and even company announcements met with a mix of cheer or criticism eager, younger audiences on the once-lip-sync-app, now turned global selling platform.

For ecommerce brands selling on TikTok, this shift is one to watch. Staying competitive means tuning in to how, and where, customers are voicing their experiences.

TikTok vs traditional reviews: what’s changed?

In 2025, shoppers are well aware that third-party reviews can be manipulated or flooded with fake reviews. Social media, by contrast, offers raw, unfiltered opinions from fellow consumers, often moments after a product drops.

It’s why, while sites like Trustpilot and TripAdvisor were once the go-to place for sharing product reviews, consumers are now heading to social media platforms like TikTok.

Unlike the static, one-way format of traditional review sites, TikTok’s comment sections are fast-paced and conversational. Users react, ask questions, and build on each other’s experiences, creating a real-time feedback loop that feels like chatting with a friend.

TikTok’s algorithm also sets it apart from other platforms, since it amplifies transparency and authenticity. A single video can evolve into a viral narrative through stitches, duets, and comment threads, often attracting mainstream media attention.

And with its highly engaging visual format, TikTok offers a level of detail to user feedback that traditional sites simply can’t match. Watching someone speak about what they loved (or hated) about a product adds a layer of trust that written reviews can easily miss.

But TikTok’s highly shareable, immediate feedback presents both opportunities and risks. While virality can boost exposure, the platform’s tendency to amplify hype or outrage means it can both make or break your product launch, whether the criticism is fair or not.

Earlier this year, Duolingo was forced to delete many of its videos on social media amid intense backlash from users after it said it would go “AI-first”. That’s despite it previously racking up hundreds of thousands of followers.

Ecommerce brands need to keep a close eye on TikTok

By paying attention to your TikTok comments, you can gain a free, real-time pulse check on customer needs and brand perception during product launches. Hopefully, you’ll find that your audience is beside themselves with excitement about your launch. 

If not, you can figure out why. It could be due to confusion over sizing, or even something as easily-fixable as a website bug. This allows you to make things right long before a traditional review would see the light of day. 

Being able to clarify misunderstandings, answer questions, and thank loyal customers publicly also allows you to engage with your audience. Doing so will humanise your brand and help to defuse criticism before it goes viral.

Another benefit is that positive engagement in comments will boost your content’s performance in the algorithm. Since TikTok tends to reward active engagement, it doesn’t just manage your reputation; it increases your reach. 

How to get the most out of TikTok comments

To squeeze more value out of TikTok comments, brands need to take an active approach. Here are a few smart strategies:

• Stay active in your comment section by answering questions or clarifying concerns
• Use the feedback to inform future product development, adjust messaging, or flag issues for customer service
• Address criticism openly, but also highlight positive conversations to stay balanced
• Invite feedback to make your comment section feel like a community