Hurst Iw: most-reported complaints
Automated analysis of 329 public Trustpilot reviews published 2018-03-02 to 2026-08-25. TrustScore 4.9 from 12,928 total reviews — see the Trustpilot page. Quick answer: is Hurst Iw legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which account for 33% of the 110 complaints identified in 329 reviews. Faulty products are the second most common issue, cited in 23% of complaints, while other concerns such as rude staff make up 13%. Delivery delays represent 12% of the reported issues. Trends for these categories are described as flat, falling, or rising respectively.
How to reach Hurst Iw
These are the contact details Hurst Iw publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 01983 523636, email [email protected], address 33 Holyrood Street Newport, Isle Of Wight, PO30 5AX.
The company claimed its Trustpilot profile on 2015-06-09, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-07. Trustpilot ranks it 2 of 21 in Department Store. We last checked this profile on 2026-09-23 and found 5 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: 4.7★ on Google (598 reviews)
TrustScore over time
4.9 → 4.9 across 12 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: 2026-08-18 (100%, 1.3d) · 2026-08-21 (100%, 1.3d) · 2026-08-27 (100%, 1.3d) · 2026-09-01 (100%, 1.3d) · 2026-09-04 (100%, 1.3d) · 2026-09-07 (100%, 1.3d) · 2026-09-11 (100%, 1.3d) · 2026-09-14 (100%, 1.3d) · 2026-09-17 (100%, 1.3d) · 2026-09-20 (100%, 1.3d) · 2026-09-23 (100%, 1.3d).
Severity: 5% of this company’s 110 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 7.8 days between the experience and publishing their negative review (39 reviews record both dates).
What their policy promises
refund window: 28 days — meanwhile 6 reviewers in our census window reported refund delays.
“you can return goods you have ordered from us for any reason at any time within 28 days of receipt for a full refund or exchange.”
refund window: upon receipt — meanwhile 6 reviewers in our census window reported refund delays.
“Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required.”
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 73 negative reviews that received a public reply, the median wait was 1.6 days — the company profile reports an average of 1 days.
Reply quality: of 73 company replies to negative reviews analysed, 55% engaged with the specific problem and 29% were generic templates.
7% of its 213 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 33% of this company’s complaints vs a 21% median across 152 ranked companies in its sector.
Review velocity: 276 of this company’s 12,928 Trustpilot reviews (2%) were written in the last 12 months.
What are the most common complaints about Hurst Iw?
Delivery failed
36 reports · 33% of complaintssteady“money taken but no goods received.”
The company replied on 2023-11-07: “Good Morning, please see your emails for explanation of the order.”
Our classifier read this reply as a deflection.
“I have asked for help and I have received nothing apart from one line email responses”
“Item never arrived. They say it has. Difficult to get hold of. Have asked for a refund.”
The company replied on 2021-12-15: “Good Afternoon Thank you for your time on the telephone this afternoon. I'm happy to hear the parcel did arrive ok and I hope you manage to get refund sorted with the other company. Have a lovely…”
Our classifier read this reply as a substantive response.
Faulty product
25 reports · 23% of complaintsfalling“to this day still have not recieved a reply or advice”
“the handle has already broken as its made from 2 part brittle plastic”
The company replied on 2024-04-15: “Hello Kristina, I have answered you via email.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“not one of them would slice a runner bean.”
Other
14 reports · 13% of complaintsrising since 2022-11“I found the staff to be outright rude.”
The company replied on 2026-08-07: “Hello, thank you for taking the time to share your feedback with us. We are genuinely sorry to hear about your experience when collecting your order. This falls well short of the standards we expect…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I fail to understand the ridiculous system of not opening the side door”
The company replied on 2024-07-26: “Thank you for the feedback. We are sorry you had to walk further than you expected. The Holyrood Street side door you mentioned is usually open apart from the times you mention which is the first and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Order canceled. No explanation”
The company replied on 2023-05-05: “Good afternoon, to help explain your order status I have sent you an email to lay out the reasons by our decision regarding the cancellation. Kind Regards Rob”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery late
13 reports · 12% of complaintsrising since 2022-11“Left outside in the rain even though someone was home”
The company replied on 2025-05-10: “Thank you for your review, I have sent an email to yourself and spoken to our drivers about the situation. Please contact me on [email protected] if you would like me to help further. Kind Regards…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“They said they would deliver by 4.30 then sent a message to say it would not be until next day after me waiting in all day”
The company replied on 2023-11-15: “Good Afternoon, thank you for posting a comment on your experience, it is vital we can learn where some shortfalls are. Kind Regards Rob.”
Our classifier read this reply as a template response.
“6 days later i still have not hearted from the sales team neither have i received my good that i had to pay a substanctial postage cost for.”
The company replied on 2023-06-14: “Good Afternoon, thank you for your comment. I have replied separately via email to try and address your issue.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
10 reports · 9% of complaintssteady“the mugs were advertised as bone china and they are not bone china!”
The company replied on 2024-03-06: “Good Afternoon Celia, Than you for writing in and expressing your concerns. I have looked at this situation and it appears that this was a description from the distributors which we took as read. I…”
Our classifier read this reply as a substantive response.
“I ordered a nine inch plate holder and received a nine cm”
The company replied on 2023-10-23: “Good Morning please see email sent via your order. Kind regards Rob.”
Our classifier read this reply as a substantive response.
“When my order arrived it was not what I ordered or even close”
The company replied on 2023-05-16: “Good Afternoon, thank you for leaving a comment and rating us with 2 stars, it is appreciated for the time and thought. Kind Regards Rob.”
Our classifier read this reply as a template response.
Support unhelpful
9 reports · 8% of complaintsfalling“I have asked for help and I have received nothing apart from one line email responses”
“I asked for a refund but not before a few ums and Arrhs and twice checking how much paint I had used”
The company replied on 2023-06-14: “Good Afternoon, thank you for taking the time to write your review. I am sorry if this return seemed a somewhat long winded affair. I must admit one of the key considerations is would this have been…”
Our classifier read this reply as a deflection.
“When my order arrived it was not what I ordered or even close”
The company replied on 2023-05-16: “Good Afternoon, thank you for leaving a comment and rating us with 2 stars, it is appreciated for the time and thought. Kind Regards Rob.”
Our classifier read this reply as a template response.
Compare Hurst Iw 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 2026-08-31.