Izabel London: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2024-12-05 to 2026-09-09. TrustScore 4.4 from 830 total reviews — see the Trustpilot page. Quick answer: is Izabel London legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that items are not as described, accounting for 50% of the 14 complaints identified. Refund refusals are the next most common issue, cited in 21% of complaints, followed by late delivery and unreachable support, each representing 14% of the total. The analysis covers 100 reviews from December 2024 to September 2026, though no specific trends could be established due to the low volume of complaints.
How to reach Izabel London
These are the contact details Izabel London publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, email [email protected], address 12-14 Chase Road, London, London, NW10 6EZ, GB.
The company claimed its Trustpilot profile on 2019-02-05 and last replied to a negative review on 2026-09-08. Trustpilot ranks it 147 of 257 in Women's Clothing Store. We last checked this profile on 2026-09-27 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: IZABEL LONDON LIMITED (no. 09215149), active, incorporated 2014 (12 years); next accounts due 2026-09-30, last accounts filed 2025-10-06. 1 current officer (3 on record historically); 2 filings in the last 12 months (36 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: 19/10 Win a dress from Izabel London (IG)”, “E: 22/05 Win a dress of your choice from Izabel London (IG)”, “E: 19/10 Win a dress of your choice from Izabel London (IG)”.
Elsewhere: 4.2★ on Google (78 reviews)
Review provenance: 47 company-invited reviews in the recent window average 4.51★, while 53 organic (uninvited) reviews average 4.34★.
12% of its 76 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: not as described makes up 50% of this company’s complaints vs a 21% median across 140 ranked companies in its sector.
Review velocity: 58 of this company’s 830 Trustpilot reviews (7%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Izabel London?
Not as described
7 reports · 50% of complaints“The dress I bought took a long time to arrive from China. And infuriantly it bears absolutely no relation to the original picture.”
The company replied on 2026-09-08: “Hi Barbara, We're sorry to hear about your recent experience with us. We’ve checked our records and unfortunately, we are unable to locate your purchase or any emails from you at our customer service…”
Our classifier read this reply as a template response.
“What arrived, to my extreme disappointment, were at least size 20, huge tents.”
The company replied on 2026-08-12: “Hi Mary, We're sorry to hear about your experience and truly apologise for the inconvenience caused. We understand how frustrating it may be that you received the incorrect size and this is certainly…”
Our classifier read this reply as a template response.
“Your dress did not have a belt as advertised”
The company replied on 2026-01-06: “Hi Miss S Mahlangu , Thank you for your feedback and we sincerely apologize for any inconvenience this has caused. We have replied to your email regarding the issue, but unfortunately, we have not…”
Our classifier read this reply as a template response.
Refund refused
3 reports · 21% of complaints“they now refused the refund and the reason they provided is that they cannot claim the balance back from RM!”
The company replied on 2025-04-28: “Hello SK, Thank you for your feedback. Please rest assured, we are closely monitoring your case and is currently under investigation with Royal Mail. Due to the size of the order, we need to wait for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Jacket came damaged.I paid for second day delivery, came 3 days after being lost in tranzit.”
The company replied on 2026-03-05: “Hi Oana, Thank you for your feedback. We are sorry to hear about your negative shopping experience and sincerely apologise for this. Our team strive to provide the best possible service for…”
Our classifier read this reply as a template response.
“No refund no one answering my e-mails.”
The company replied on 2025-10-08: “Hi Loraine, Thank you for bringing this to our attention and we are sorry to hear about your experience. We’ve checked our records and unfortunately, we haven’t received any emails from you at our…”
Our classifier read this reply as a template response.
Delivery late
2 reports · 14% of complaints“The dress I bought took a long time to arrive from China. And infuriantly it bears absolutely no relation to the original picture.”
The company replied on 2026-09-08: “Hi Barbara, We're sorry to hear about your recent experience with us. We’ve checked our records and unfortunately, we are unable to locate your purchase or any emails from you at our customer service…”
Our classifier read this reply as a template response.
“Jacket came damaged.I paid for second day delivery, came 3 days after being lost in tranzit.”
The company replied on 2026-03-05: “Hi Oana, Thank you for your feedback. We are sorry to hear about your negative shopping experience and sincerely apologise for this. Our team strive to provide the best possible service for…”
Our classifier read this reply as a template response.
Support unreachable
2 reports · 14% of complaints“it is not showing it is received and lost my money all together.”
The company replied on 2025-05-20: “Hello Zainab Natiq, Thank you for sharing your feedback, and we are truly sorry to hear about your experience. We understand your frustration, and this is certainly not the standard we strive to…”
Our classifier read this reply as a template response.
“No refund no one answering my e-mails.”
The company replied on 2025-10-08: “Hi Loraine, Thank you for bringing this to our attention and we are sorry to hear about your experience. We’ve checked our records and unfortunately, we haven’t received any emails from you at our…”
Our classifier read this reply as a template response.
Faulty product
2 reports · 14% of complaints“Jacket came damaged.I paid for second day delivery, came 3 days after being lost in tranzit.”
The company replied on 2026-03-05: “Hi Oana, Thank you for your feedback. We are sorry to hear about your negative shopping experience and sincerely apologise for this. Our team strive to provide the best possible service for…”
Our classifier read this reply as a template response.
“Materials have been too thin and sewing is shoddy.”
The company replied on 2025-03-19: “Hey Rosamarie, Thank you for sharing your feedback, and we sincerely apologize that the recent items you purchased did not meet your usual expectations. We take all customer feedback seriously and…”
Our classifier read this reply as a template response.
Delivery failed
2 reports · 14% of complaints“it is not showing it is received and lost my money all together.”
The company replied on 2025-05-20: “Hello Zainab Natiq, Thank you for sharing your feedback, and we are truly sorry to hear about your experience. We understand your frustration, and this is certainly not the standard we strive to…”
Our classifier read this reply as a template response.
“they now refused the refund and the reason they provided is that they cannot claim the balance back from RM!”
The company replied on 2025-04-28: “Hello SK, Thank you for your feedback. Please rest assured, we are closely monitoring your case and is currently under investigation with Royal Mail. Due to the size of the order, we need to wait for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Compare Izabel London 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 2026-09-12.