Goodhood: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2026-04-28 to 2026-09-27. TrustScore 3.9 from 436 total reviews — see the Trustpilot page. Quick answer: is Goodhood legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, with 8 out of 15 identified complaints citing issues such as undelivered e-vouchers. Support unreachable is the second most common concern, accounting for 7 reports where customers noted a lack of communication or email replies. Additionally, 3 complaints each mentioned delayed refunds and unexpected overcharging for delivery and return fees.
How to reach Goodhood
These are the contact details Goodhood publishes on its Trustpilot profile, as of our last check on 2026-09-28 — it publishes no phone number there, address 15 Hanbury Street, London, E1 6QR, GB.
The company claimed its Trustpilot profile on 2026-03-19, uses Trustpilot’s paid features, and last replied to a negative review on 2026-05-07. Trustpilot ranks it 576 of 620 in Clothing Store. We last checked this profile on 2026-09-28 and found 100 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
What their policy promises
refund window: 14 days
“You can return eligible items within 14 days of receiving your order.”
refund window: 14 days
“Once you've registered your return, you then have a further 14 days to send your items back to us.”
refund window: 14 working days
“Once your return has been received by us, please allow up to 14 working days for it to be processed.”
refund window: £5
“A £5 return fee is automatically deducted from your refund when using our standard returns service.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-28.
Review provenance: 79 company-invited reviews in the recent window average 4.35★, while 21 organic (uninvited) reviews average 4.71★.
13% of its 79 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 failed makes up 53% of this company’s complaints vs a 21% median across 160 ranked companies in its sector.
Review velocity: 160 of this company’s 436 Trustpilot reviews (37%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Goodhood?
Delivery failed
8 reports · 53% of complaints“I bought a £100 e-voucher as a Christmas present, and it was never sent.”
The company replied on 2026-05-07: “Dear Jane, Thanks for flagging your issue, it appears that we have dropped the ball here and your enquiry. My records show that you had a £50 digital voucher where a full refund was issued to you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Never received it. No communication from the store, no reply’s to my emails.”
“the replacement was never sent out or received. All emails have been ignored for months and no refund has ever been forthcoming.”
Support unreachable
7 reports · 47% of complaints“Never received it. No communication from the store, no reply’s to my emails.”
“the replacement was never sent out or received. All emails have been ignored for months and no refund has ever been forthcoming.”
“They still owe me over £100 in refunds from November 2025 and I’ve messaged them numerous times to receive no reply”
The company replied on 2026-04-30: “Hi Melissa, hope that you are well. I have e-mailed you directly regarding this and have ensured that this has been fully resolved, we apologise for the issues on this case and hope that our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Refunds delayed
3 reports · 20% of complaints“Never received it. No communication from the store, no reply’s to my emails.”
“They still owe me over £100 in refunds from November 2025 and I’ve messaged them numerous times to receive no reply”
The company replied on 2026-04-30: “Hi Melissa, hope that you are well. I have e-mailed you directly regarding this and have ensured that this has been fully resolved, we apologise for the issues on this case and hope that our…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Whilst they have acknowledge it’s been received back, there has only been a ‘please allow 14 days to process your return request…”
Overcharging
3 reports · 20% of complaints“Just bear in mind if you order something online that you will be charged £7 for delivery and a further £7 to return”
“They charge a lot for a delivery fee, if you need to return the item then it will incur another delivery charge.”
“I bought a voucher for a relative and thought the £7 postage was very high.”
Support unhelpful
2 reports · 13% of complaints“I bought a £100 e-voucher as a Christmas present, and it was never sent.”
The company replied on 2026-05-07: “Dear Jane, Thanks for flagging your issue, it appears that we have dropped the ball here and your enquiry. My records show that you had a £50 digital voucher where a full refund was issued to you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“They told me the other 2 would be delivered soon. I had no further contact with the shop”
Refund refused
2 reports · 13% of complaints“the replacement was never sent out or received. All emails have been ignored for months and no refund has ever been forthcoming.”
“Wouldn’t give me a cash refund for an item bought in store which I hadn’t even taken out of the bag”
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 2026-09-28.