Kensington: most-reported complaints
Automated analysis of 54 public Trustpilot reviews published 2023-02-12 to 2026-09-24. TrustScore 3.5 from 62 total reviews — see the Trustpilot page. Quick answer: is Kensington legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 48% of the 21 complaints identified in 54 reviews. Support-related problems were also frequent, with 43% of complaints citing unhelpful assistance and 24% noting that support was unreachable. Additionally, 19% of complaints involved refused refunds. No clear trend could be established for these issues due to the limited number of reviews.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2025-02-18 and last replied to a negative review on 2025-11-07 — more than six months ago. We last checked this profile on 2026-09-26 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1,968 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 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: 31/07 WIN THE ULTIMATE SUMMER STAYCATION IN KENSINGTON!”, “ICO Ruled in my favour about kensington, what do i do next”, “E: 24/02 Win A Feast for 2 at Comptoir Libanais & Tickets to the V&A South Kensington”.
TrustScore over time
3.7 → 3.5 across 3 census measurements since 2026-09-07. 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: 2026-09-07 (9%, 0.0d) · 2026-09-10 (9%, 0.0d) · 2026-09-26 (8%, 0.0d).
Severity: 14% of this company’s 21 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Sector benchmark: faulty product makes up 48% of this company’s complaints vs a 28% median across 40 ranked companies in its sector.
Review velocity: 39 of this company’s 62 Trustpilot reviews (63%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Kensington?
Faulty product
10 reports · 48% of complaints“Instead of replacing for an equal or superior product, they tried to offer me a lesser product replacement.”
1 reader marked this review helpful on Trustpilot.
“a month has passed without receiving the product, despite my numerous requests for the shipping tracking number.”
“I have been fighting Kensington for + key replacement for my Kensington Pro Fit Ergonomic Wireless Keyboard”
Support unhelpful
9 reports · 43% of complaints“sent me back to the site twice... with no extra help!”
1 reader marked this review helpful on Trustpilot.
“You can layout out every troubleshooting step you’ve performed and you’ll still get a copy and paste response.”
“Raised a support ticket with Kensington who said there is nothing they can do. Then closed the support call.”
Support unreachable
5 reports · 24% of complaints“Instead of replacing for an equal or superior product, they tried to offer me a lesser product replacement.”
1 reader marked this review helpful on Trustpilot.
“sent me back to the site twice... with no extra help!”
1 reader marked this review helpful on Trustpilot.
“a month has passed without receiving the product, despite my numerous requests for the shipping tracking number.”
Refund refused
4 reports · 19% of complaints“Instead of replacing for an equal or superior product, they tried to offer me a lesser product replacement.”
1 reader marked this review helpful on Trustpilot.
“a month has passed without receiving the product, despite my numerous requests for the shipping tracking number.”
“When I say no, they disappear. No comment about customer service”
Refunds delayed
3 reports · 14% of complaints“It has been over a month and after three long phone calls I still have not received a refund.”
The company replied on 2025-07-21: “Hi L&J, can you please provide us with a TS incident number to track this refund request?”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Even I have checked out, I found the Hotel is still holding my deposit.”
The company replied on 2025-07-25: “We understand your frustration regarding your recent experience with the Radisson Blu Kensington Hotel in London. However, we would like to clarify that our company specializes in consumer…”
Our classifier read this reply as a deflection.
“It took nearly two weeks of back and forth before I finally received the information.”
Compare Kensington 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 2026-09-26.