One thing this thread has taught me (I already know proviation are pants) is that sites like trustpilot are half way to useless.
Looks to me as if, in an attempt to filter out reviews by trouble makers they got too over protective of business and accept their version of any dispute, above that of the consumer.
It can't just be the proviation lot that are pro-actively manipulating and it does seem that the end result of the trustpilot review system is unrepresentative of reality, making businesses look better than they are.