Hobbii: most-reported complaints
Automated analysis of 357 public Trustpilot reviews published 2025-04-04 to 2026-09-23. TrustScore 4.8 from 11,944 total reviews — see the Trustpilot page. Quick answer: is Hobbii legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which account for 23% of the 91 complaints identified. Delivery failures and items not matching their descriptions follow closely, representing 22% and 21% of complaints respectively. Additionally, 16% of reviewers report that customer support is unreachable, a trend that is currently rising.
The company claimed its Trustpilot profile on 2019-03-21, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-05. Trustpilot ranks it 4 of 6 in Yarn Store. We last checked this profile on 2026-09-23 and found 12 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
TrustScore over time
4.8 → 4.8 across 13 census measurements since 2026-08-17. 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: 2026-08-17 (100%, 2.8d) · 2026-08-20 (100%, 2.8d) · 2026-08-24 (100%, 2.8d) · 2026-08-27 (100%, 2.8d) · 2026-09-01 (100%, 2.8d) · 2026-09-04 (100%, 2.8d) · 2026-09-07 (100%, 2.8d) · 2026-09-11 (100%, 2.8d) · 2026-09-14 (100%, 2.8d) · 2026-09-17 (100%, 2.8d) · 2026-09-20 (96%, 2.8d) · 2026-09-23 (96%, 2.8d).
Severity: 11% of this company’s 91 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In September 2020, 29% of 14 one-to-three-star reviews were 1★; in January 2026, 50% of 10.
Counted from September 2020 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 28.6 days between the experience and publishing their negative review (300 reviews record both dates).
What their policy promises
refund window: 90 days
“items can be returned to us within 90 days of your order date”
refund window: no refund
“digital items cannot be returned or refunded once purchased”
refund window: automatic
“Once our warehouse team receives and processes your return, a refund will automatically be issued to your original payment method”
refund window: no free labels
“We do not offer free return labels”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-16.
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: +1/-1 lines; added: * Kits Kits; removed: * Kits Kits New! (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.
Measured reply time: across 479 negative reviews that received a public reply, the median wait was 2.1 days — the company profile reports an average of 3 days.
Reply quality: of 479 company replies to negative reviews analysed, 45% engaged with the specific problem and 39% were generic templates.
10% of its 239 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 23% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 1,768 of this company’s 11,944 Trustpilot reviews (15%) were written in the last 12 months.
What are the most common complaints about Hobbii?
Faulty product
21 reports · 23% of complaintssteady“I ordered the multi-coloured wool and almost every new colour had been knotted to join the wool”
“I ordered honey bunny chenille yarn and it malted everywhere and is very brittle.”
The company replied on 2026-06-01: “Hello! Thank you for sharing your feedback and we're sorry to hear about the quality of the yarn you received! If you haven't already, please reach out to our customer support at [email protected]…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The yarn size is not uniform which is a massive red flag for me.”
The company replied on 2026-05-22: “Hello Catrin, Thank you for being a loyal Hobbii customer for so long, and for your detailed review 🙏 While the labels for Rainbow Deluxe have changed, no changes have been made to the manufacturing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Delivery failed
20 reports · 22% of complaintssteady“my parcel arrived absolutely empty.”
The company replied on 2026-08-05: “Hello Sorrel, My sincere apologies for this experience! We recently discovered an issue with a batch of faulty packaging envelopes that compromised their seal during transit, but please rest assured…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the packet was completely empty”
The company replied on 2026-08-05: “Hello Ekta, Thank you so much for bringing this to our attention, and I am truly sorry for the awful experience you’ve had! We recently discovered an issue with a batch of faulty envelopes, but…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“On the second delivery I received an empty envelope - literally nothing inside!”
The company replied on 2026-06-10: “Hello Marlena, We're really sorry to hear that! This is certainly not the experience we aim to deliver to our customers. I can see you have already reached out to our support about this and they are…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Not as described
19 reports · 21% of complaintssteady“THOUGHT I HAD ORDERED DOUBLE KNITTING WOOL AND COTTON CAME.”
“Mystery bag was totally useless and really was an expensive way to get ripped off very disappointing”
The company replied on 2026-06-12: “Hello Michelle, We're really sorry to hear that the lucky bag didn't meet your expectations! The nature of a lucky bag is that the contents are a complete surprise, which is part of the fun, but it…”
Our classifier read this reply as a deflection.
“The yarn size is not uniform which is a massive red flag for me.”
The company replied on 2026-05-22: “Hello Catrin, Thank you for being a loyal Hobbii customer for so long, and for your detailed review 🙏 While the labels for Rainbow Deluxe have changed, no changes have been made to the manufacturing…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unreachable
15 reports · 16% of complaintsrising since 2026-05“my parcel arrived absolutely empty.”
The company replied on 2026-08-05: “Hello Sorrel, My sincere apologies for this experience! We recently discovered an issue with a batch of faulty packaging envelopes that compromised their seal during transit, but please rest assured…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“the packet was completely empty”
The company replied on 2026-08-05: “Hello Ekta, Thank you so much for bringing this to our attention, and I am truly sorry for the awful experience you’ve had! We recently discovered an issue with a batch of faulty envelopes, but…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The tracking link they sent with my order confirmation didnt work.”
The company replied on 2025-11-24: “Hello, We're very sorry to hear about the issues you've experienced with your order. Unfortunately, we’re facing some backlogs due to the high season, but our customer support team will get back to…”
Our classifier read this reply as a template response.
Delivery late
12 reports · 13% of complaintsfalling“impossible to contact a human to get it resolved”
The company replied on 2025-11-03: “Hello Gabi, We're very sorry to hear about the difficulties you experienced with your order and our customer service. 🙏 We appreciate you bringing this to our attention, as this certainly is not the…”
Our classifier read this reply as a template response.
“didn't arrive in time so had to order from another supplier”
The company replied on 2026-06-10: “Hello June, We're sorry to hear that your order didn't manage to arrive in time! 😔 Shipping times that are listed on our front page and at checkout are an estimate and with orders arriving in UK any…”
Our classifier read this reply as a deflection.
“It’s been 6 days since I placed my order. They’ve ignored all my emails about this.”
The company replied on 2026-05-15: “Hello Ally, I'm sorry to hear that! While sadly I can't find your order without more details, we want to make sure at the very least you are refunded for the express shipping due to our error 🙏 Our…”
Our classifier read this reply as a substantive response.
It promised: refund.
Other
10 reports · 11% of complaintsrising since 2026-05“So unfortunately I won’t be ordering from hobbii again.”
The company replied on 2026-05-26: “Hello, Thank you for your review and feedback 🙏 We would like to clarify the intention of our LinkedIn post and how Hobbii uses AI. Hobbii does not use AI to generate product or pattern images or to…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“I refuse to promote them any longer after their recent actions”
The company replied on 2026-05-08: “Hello, Thank you for reaching out 🙏 We would like to clarify the intention of our LinkedIn post and how Hobbii uses AI. This post was made by our head of tech to promote a panel discussing the moral…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“They use AI to generate photos, how can we trust a company that doesn’t use actual photos of their products”
The company replied on 2026-06-30: “Hello Em, Thank you for reaching out 🙏 We would like to clarify how Hobbii uses AI. Hobbii does not use AI to generate product or pattern images or to misrepresent our yarns. It is not used to…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Compare Hobbii 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 2026-09-23.