Dexam: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2020-05-22 to 2026-08-22. TrustScore 4.7 from 105 total reviews — see the Trustpilot page. Quick answer: is Dexam legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with delivery, which accounted for 43% of the 7 complaints identified in the analysis. Specifically, late deliveries were the most frequent complaint, followed by reports of failed deliveries and faulty products, each representing 29% of the issues. No clear trend could be established for these concerns due to the limited number of reviews.
How to reach Dexam
These are the contact details Dexam publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, email [email protected], address Holmbush Industrial Estate, Midhurst, GU29 9HX, GB.
The company claimed its Trustpilot profile on 2025-03-20 and last replied to a negative review on 2026-08-04. Trustpilot ranks it 41 of 96 in Countertop Store. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: DEXAM GROUP LIMITED (no. 14120333), active, incorporated 2022 (4.3 years); next accounts due 2026-09-30, last accounts filed 2025-09-30, 1 registered charge. 5 current officers; 2 filings in the last 12 months (19 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: 24 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: 28/01 Win a luxury set of Dexam cooking equipment”, “E: 13/08 Win Dexam Tomato Silicon Lid (IG)”, “Dexam Cast Iron Round Casserole, was £120 now £38.25 delivered”.
Elsewhere: 3.9★ on Google (9 reviews)
TrustScore over time
4.6 → 4.7 across 4 census measurements since 2026-08-23. 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: 2026-08-23 (100%, 3.3d) · 2026-09-11 (100%, 4.3d) · 2026-09-20 (100%, 4.3d) · 2026-09-23 (100%, 4.3d).
What their policy promises
delivery promise: 3-5 days
“Standard UK Delivery (3-5 days)”
delivery promise: next day
“Express UK Delivery (next day)”
delivery promise: next working day
“Any Express orders placed before 2pm on weekdays should arrive the following working day”
delivery promise: 2 to 4 working days
“Any orders to be delivered to the Channel Isles, Highlands and Northern Ireland will take 2 to 4 working days”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-22.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-15: +4/-2 lines; added: + Woodland | + Seagrass; removed: + Seagrass | o Seagrass (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
6% of its 93 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: delivery late makes up 43% of this company’s complaints vs a 20% median across 158 ranked companies in its sector.
Review velocity: 65 of this company’s 105 Trustpilot reviews (62%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Dexam?
Delivery late
3 reports · 43% of complaints“the delivery experience was later than I thought and disappointing.”
The company replied on 2026-02-18: “Hi Robert, We are happy you liked the product but are very sorry you were disappointed with the shopping process. If you would like contact us at [email protected] to provide more information about what…”
Our classifier read this reply as a template response.
“My next day express delivery stuck somewhere in Parcelforce”
The company replied on 2025-06-13: “I'm so sorry to hear this! I have passed this information on to our customer services team - we pride ourselves on our delivery service, so this is very disappointing to hear. Please look out for an…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“the shipment still hasn’t arrived despite stating 1-4 days delivery.”
The company replied on 2025-06-06: “Hello Harry, I'm so sorry to hear this - please leave it with me and I'll find out what has caused the delay. Many thanks, Alice”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Faulty product
2 reports · 29% of complaints“I have only had my Dexam Wok for about 1 month and the coating is coming off.”
The company replied on 2026-03-30: “Hi Susan, I am very sorry to hear this. Would you be able to contact our customer services team at [email protected] , who will be able to help you further. Many thanks, the team at Dexam”
Our classifier read this reply as a template response.
“When the timer reaches zero and you press to stop it, it resets to the time set.”
The company replied on 2025-03-21: “Thank you for sharing this feedback with us, it really helps us with our product development. Apologies for not having previously replied - we weren't using Turstpilot at the time so didn't see it!”
Our classifier read this reply as a template response.
Delivery failed
2 reports · 29% of complaints“We have not received our purchase of been given any information about this failure.”
The company replied on 2026-08-21: “Hi, I am very sorry to hear you have had an issue with the delivery of this order. We weren’t aware that it was lost in the Royal Mail system, we will despatch a second one via FedEx which you should…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“Items dispatched to the wrong address multiple times”
The company replied on 2026-08-04: “Hi, We are very sorry to hear you are having trouble with the delivery of your order. If you could please contact [email protected] they should be able to help you further. Many thanks, The Dexam Team.”
Our classifier read this reply as a template response.
Compare Dexam 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 2026-08-23.