The detail almost does not matter - the Sunday Times posted reviews, both positive and negative - for products, but mentioned service (which, for some reason is contrary to JL's T&Cs) and the positive reviews were posted whist the negative reviews were rejected.
What does matter is that this highlights that the review management system a company chooses has the potential to backfire and harm their brand if it is in any way flawed.
So - a checklist:
- are reviews independently verified?
- are reviews independently moderated?
- can the customer write a review whenever they want?
- does the reviewer always retain the right to have their review published?
- is the business able to respond to the review in private pre-publication?
- is the business able to respond to the review post-publication?