Butler & Wilson: most-reported complaints
Automated analysis of 288 public Trustpilot reviews published 2022-05-10 to 2026-07-29. TrustScore 4.9 from 6,492 total reviews — see the Trustpilot page. Quick answer: is Butler & Wilson legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 21% of the 85 complaints identified in 288 reviews. Other frequent concerns include items not matching their description (19% of complaints) and delivery failures (18% of complaints). Late deliveries were also reported, making up 15% of the complaints. The trend for faulty product complaints is rising, while issues with descriptions and late deliveries are falling.
How to reach Butler & Wilson
These are the contact details Butler & Wilson publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 02074092955, email [email protected], address Head office: 3 Charlotte Mews, LONDON, W1T 4DZ, GB.
The company claimed its Trustpilot profile on 2015-06-24 and uses Trustpilot’s paid features. Trustpilot ranks it 23 of 287 in Jewelry Store. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: BUTLER & WILSON LIMITED (no. 01658061), active, incorporated 1982 (44 years); next accounts due 2026-10-31, last accounts filed 2025-10-21. 4 current officers (5 on record historically); 4 filings in the last 12 months (104 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 15 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. Recent thread titles: “E: 06/11 Win two tickets to the Butler & Wilson anniversary party!”, “E:28/02/2007 Win 1 of 10 Butler & Wilson Clutch Bags & 1 of 100 Maybelline Lipsticks”, “E: 21/08 (noon) Butler & Wilson Necklace (TW)”.
Elsewhere: 4.4★ on Google (0 reviews)
Severity: 8% of this company’s 85 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 7.9 days between the experience and publishing their negative review (83 reviews record both dates).
What their policy promises
delivery promise: 2-3 working days
“EXPRESS SHIPPING WORLDWIDE 2-3 working days”
delivery promise: 2-3 working days
“Express International shipping from £29 - 2 - 3 working days.”
delivery promise: 1-2 working days
“EU Express Delivery from £25 - 1- 2 Working Days”
delivery promise: Next Working Day
“Next Working Day Delivery (DHL Express)”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 48 negative reviews that received a public reply, the median wait was 1.7 days — the company profile reports an average of under a day. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 48 company replies to negative reviews analysed, 56% engaged with the specific problem and 31% were generic templates.
1% of its 191 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.
Sector benchmark: faulty product makes up 21% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 286 of this company’s 6,492 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about Butler & Wilson?
Faulty product
18 reports · 21% of complaintsrising since 2024-12“Necklace arrived with stone missing. Not very well made jewelkery”
1 reader marked this review helpful on Trustpilot.
“I purchased earring which arrived damaged.”
1 reader marked this review helpful on Trustpilot.
“The entire experience was unpleasant and frustrating. First brooch I received had a crystal missing”
1 reader marked this review helpful on Trustpilot.
Not as described
16 reports · 19% of complaintsfalling“It wasn’t signed, and it looked like a market stall find.”
3 readers marked this review helpful on Trustpilot.
“Not as portrayed in advert.”
1 reader marked this review helpful on Trustpilot.
“Not reforestation of advert.”
1 reader marked this review helpful on Trustpilot.
Delivery failed
15 reports · 18% of complaintssteady“Wrong item received.Someone elses brooch different name and different address.”
3 readers marked this review helpful on Trustpilot.
“I never got it I don’t understand why it was not sent by registered mail”
3 readers marked this review helpful on Trustpilot.
“item has been lost for the second time an no one responds to emails or phone calls to follow up”
2 readers marked this review helpful on Trustpilot.
Delivery late
13 reports · 15% of complaintsfalling“I have called 3 times and been fobbed off each time with a "it's with royal mail and there are strike issues"”
3 readers marked this review helpful on Trustpilot.
“Items was sent to wrong post office branch and I received package a day late”
2 readers marked this review helpful on Trustpilot.
“I paid for next day delivery but instead of Thursday it didn't wardrobe till Monday”
2 readers marked this review helpful on Trustpilot.
Support unreachable
12 reports · 14% of complaintsfalling“I have called 3 times and been fobbed off each time with a "it's with royal mail and there are strike issues"”
3 readers marked this review helpful on Trustpilot.
“item has been lost for the second time an no one responds to emails or phone calls to follow up”
2 readers marked this review helpful on Trustpilot.
“They don’t answer emails or online contact forms which is really frustrating.”
2 readers marked this review helpful on Trustpilot.
Support unhelpful
8 reports · 9% of complaintsrising since 2024-12“It wasn’t signed, and it looked like a market stall find.”
3 readers marked this review helpful on Trustpilot.
“it took them two years to come back to me after me chasing multiple times in between”
2 readers marked this review helpful on Trustpilot.
“Trying to get a refund or even an apology has been a nightmare”
2 readers marked this review helpful on Trustpilot.
Compare Butler & Wilson with…
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 2026-09-02.