A & E Leisure: most-reported complaints
Automated analysis of 358 public Trustpilot reviews published 2020-07-07 to 2026-09-11. TrustScore 4.9 from 2,185 total reviews — see the Trustpilot page. Quick answer: is A & E Leisure legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, which accounted for 32% of the 68 complaints identified across 358 reviews. Support issues were the second most common complaint at 22%, followed by failed deliveries at 21% and faulty products at 19%. While reports of late deliveries remained flat, complaints about support and faulty products showed a falling trend, whereas failed deliveries were rising. The data covers the period from July 2020 to September 2026.
How to reach A & E Leisure
These are the contact details A & E Leisure publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01606 973005, email [email protected], address Unit 51-56 Cosgrove Business Park, Northwich, CW9 6FY, GB.
The company claimed its Trustpilot profile on 2020-04-29 and last replied to a negative review on 2026-06-09. Trustpilot ranks it 2 of 6 in Holiday Park. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.8★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 15 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (83%, 5.3d) · 2026-08-15 (83%, 5.3d) · 2026-08-18 (83%, 5.3d) · 2026-08-21 (83%, 5.3d) · 2026-08-24 (83%, 5.3d) · 2026-08-27 (83%, 5.3d) · 2026-08-30 (83%, 5.3d) · 2026-09-02 (82%, 5.4d) · 2026-09-08 (82%, 5.4d) · 2026-09-12 (69%, 5.4d) · 2026-09-15 (69%, 5.4d) · 2026-09-18 (69%, 5.4d) · 2026-09-21 (69%, 5.4d) · 2026-09-24 (69%, 5.4d).
Severity: 25% of this company’s 68 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 3.9 days between the experience and publishing their negative review (57 reviews record both dates).
Measured reply time: across 45 negative reviews that received a public reply, the median wait was 21.2 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 45 company replies to negative reviews analysed, 24% engaged with the specific problem and 38% were generic templates.
Review provenance: 279 company-invited reviews in the recent window average 4.95★, while 30 organic (uninvited) reviews average 4.60★.
14% of its 300 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Review velocity: 666 of this company’s 2,185 Trustpilot reviews (30%) were written in the last 12 months.
What are the most common complaints about A & E Leisure?
Delivery late
22 reports · 32% of complaintssteady“Nearly 3 weeks later and 2 days before I'm set to go away with my son I'm told it isn't available.”
“It's now the 28th of May and I don't have an awning and they still have my money.”
“That date came and went, no annex, no communication, so we've started chasing it up.”
The company replied on 2025-07-08: “Hi Jane, Thank you for your review, I can see that we had a pre-order for a Dometic tall annex. This was a line that we/Dometic were waiting to arrive and they kept getting delayed. Apologies we…”
Our classifier read this reply as a substantive response.
It promised: refund.
Support unhelpful
15 reports · 22% of complaintsfalling“They won't offer a refund or exchange but have offered to get me the awning repaired at my own cost.”
The company replied on 2025-07-08: “Hi Simon, I'm sorry you have had a bad experience, we are always working to improve customer experience. I hope you give us a chance in the future to improve your opinion of us Roger”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Your 'Bot' is of no help and pointless, it's assisting nobody”
The company replied on 2025-07-08: “Hi, I'm sorry you have had a bad experience, we are always working to improve customer experience. I hope you give us a chance in the future to improve your opinion of us Roger”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“waiting over 14 months for a warranty repair and to be able to use our caravan”
The company replied on 2026-05-21: “Hi, Thank you for the review. For the sake of transparency and to give customers the opportunity to have the full picture, I will advise below. Issues can sometimes occur - unfortunately there was a…”
Our classifier read this reply as a deflection.
Delivery failed
14 reports · 21% of complaintsrising since 2025-02“3 months on and I’ve still not received my money”
The company replied on 2023-10-05: “Hi Penny, Firstly, we have never accused you of lying. We believe you set out with the best intentions sending the items back to us. The problem was, you told us 6 weeks later; after you had sent the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Very poor for getting back to you and giving back your money”
The company replied on 2026-05-01: “Hi Mr/Mrs Milward, Thank you for updating your review. Unfortunately your order was a pre-order and you contacted us during the weekend when our customer service department is closed. Happy to see…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Sold me an item that was not in stock even though the website said it was.”
The company replied on 2025-07-08: “--> Thanks, noticed your review hadnt had a reply so popped one on, thank you for coming back to me and so glad youve bought more products since and we have delivered successfully. All the best :-)…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Faulty product
13 reports · 19% of complaintsfalling“They won't offer a refund or exchange but have offered to get me the awning repaired at my own cost.”
The company replied on 2025-07-08: “Hi Simon, I'm sorry you have had a bad experience, we are always working to improve customer experience. I hope you give us a chance in the future to improve your opinion of us Roger”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“waiting over 14 months for a warranty repair and to be able to use our caravan”
The company replied on 2026-05-21: “Hi, Thank you for the review. For the sake of transparency and to give customers the opportunity to have the full picture, I will advise below. Issues can sometimes occur - unfortunately there was a…”
Our classifier read this reply as a deflection.
“you twist everything to wriggle out of providing any compensation.”
The company replied on 2025-02-27: “Thank you for providing further feedback on your experience. On 07/11/24 it was communicated in your support case that we would take accurate measurements of your connection height, pitch your 'T3E…”
Our classifier read this reply as a deflection.
Refund refused
8 reports · 12% of complaintsrising since 2025-02“They won't offer a refund or exchange but have offered to get me the awning repaired at my own cost.”
The company replied on 2025-07-08: “Hi Simon, I'm sorry you have had a bad experience, we are always working to improve customer experience. I hope you give us a chance in the future to improve your opinion of us Roger”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“3 months on and I’ve still not received my money”
The company replied on 2023-10-05: “Hi Penny, Firstly, we have never accused you of lying. We believe you set out with the best intentions sending the items back to us. The problem was, you told us 6 weeks later; after you had sent the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“The Velcro edges did not meet at the front and side panels properly and leaves a huge gap”
1 reader marked this review helpful on Trustpilot.
Support unreachable
8 reports · 12% of complaintsrising since 2025-02“Very poor for getting back to you and giving back your money”
The company replied on 2026-05-01: “Hi Mr/Mrs Milward, Thank you for updating your review. Unfortunately your order was a pre-order and you contacted us during the weekend when our customer service department is closed. Happy to see…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Your 'Bot' is of no help and pointless, it's assisting nobody”
The company replied on 2025-07-08: “Hi, I'm sorry you have had a bad experience, we are always working to improve customer experience. I hope you give us a chance in the future to improve your opinion of us Roger”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“That date came and went, no annex, no communication, so we've started chasing it up.”
The company replied on 2025-07-08: “Hi Jane, Thank you for your review, I can see that we had a pre-order for a Dometic tall annex. This was a line that we/Dometic were waiting to arrive and they kept getting delayed. Apologies we…”
Our classifier read this reply as a substantive response.
It promised: refund.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-12.