Old World Christmas: most-reported complaints
Automated analysis of 272 public Trustpilot reviews published 2025-05-27 to 2026-08-17. TrustScore 4.8 from 15,759 total reviews — see the Trustpilot page. Quick answer: is Old World Christmas legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, accounting for 30% of the 71 identified complaints. Late deliveries and faulty products are also frequent concerns, each representing 16% of the reported issues. Additionally, 14% of complaints cite unhelpful customer support. Trends indicate that reports of delivery failures are falling, while complaints about late deliveries and unhelpful support are rising.
How to reach Old World Christmas
These are the contact details Old World Christmas publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 800-965-7669, email [email protected], address 4007 E Main Ave, Spokane, WA, 99202, US.
The company claimed its Trustpilot profile on 2020-05-28 and last replied to a negative review on 2026-04-02. Trustpilot ranks it 1 of 3 in Christmas Market. We last checked this profile on 2026-09-23 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.6★ on Google (125 reviews)
TrustScore over time
4.8 → 4.8 across 4 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: 2026-08-20 (100%, 3.1d) · 2026-09-07 (100%, 3.2d) · 2026-09-11 (100%, 3.2d).
Severity: 7% of this company’s 71 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 January 2024, 42% of 33 one-to-three-star reviews were 1★; in January 2026, 36% of 14.
Counted from January 2024 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 13.0 days between the experience and publishing their negative review (484 reviews record both dates).
What their policy promises
delivery promise: Over $75
“Free Shipping Over $75”
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. No changes have been detected since we started watching on 2026-09-21.
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 326 negative reviews that received a public reply, the median wait was 2.8 days — the company profile reports an average of 3 days.
Reply quality: of 326 company replies to negative reviews analysed, 65% engaged with the specific problem and 13% were generic templates.
34% of its 191 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 30% of this company’s complaints vs a 23% median across 91 ranked companies in its sector.
Review velocity: 1,095 of this company’s 15,759 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about Old World Christmas?
Delivery failed
21 reports · 30% of complaintsfalling“I DID NOT GET MY ORDER and somehow that is MY FAULT.”
The company replied on 2026-02-17: “Hello Terese, Thank you for taking the time to share your concerns. We truly understand how frustrating this situation must feel especially when it involves nearly $100. That is never something we…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Never received my order! I reached out to customer service and have not heard back in over 3 weeks.”
The company replied on 2026-01-19: “Hello Joyce, I'm sorry that you believe that you did not receive your order as your package shows that it was a split shipment and it was delivered by the USPS from our Spokane warehouse and another…”
Our classifier read this reply as a deflection.
“Package was stolen off of my porch and they are not willing to do anything no refund or resend.”
The company replied on 2026-01-19: “Hello Mackenzie, We are sorry that your package was stolen off your porch. Per our Shipping & Returns policy we do have it stated: Once a shipment has left our facility it is the responsibility of…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Delivery late
11 reports · 16% of complaintsrising since 2026-01“I see customers are having big problems with your choice of USPS for standard shipping.”
The company replied on 2026-03-19: “Hello Lisa, Thank you for taking the time to share your thoughts and for being a longtime supporter of Old World Christmas. We truly appreciate customers like you who care about our products and our…”
Our classifier read this reply as a deflection.
“I ordered it Dec 7th. It arrived Feb 7th. February.”
The company replied on 2026-02-17: “Hello Todd- We’re truly sorry to hear about your experience and understand how disappointing it must have been to receive a Christmas ornament in February. Your order was placed on December 7th and…”
Our classifier read this reply as a deflection.
“It it did not! I got it Dec 26th!”
The company replied on 2026-01-08: “Hello Lauren, We are sorry that the Sister Sister ornament arrived later than expected. With the weather delays and unexpected carrier delays we experinced longer wait times for products. The…”
Our classifier read this reply as a substantive response.
Faulty product
11 reports · 16% of complaintssteady“got the run around for months”
The company replied on 2026-02-12: “Hello Lisa- We are sorry that you had such issues filing a claim. We have made it as simple a process as possible for a replacement. Our customer service went above and beyond to help you, even…”
Our classifier read this reply as a deflection.
“Items arrived broken.”
The company replied on 2026-02-12: “Hello Victor: We received your 2 star review that stated, "Items arrived broken. Waiting for replacements." We are sorry that your items arrived broken, when I checked on your order, you have not…”
Our classifier read this reply as a deflection.
“One of the parts of the ornament was broken. I emailed the company and haven't gotten a response.”
The company replied on 2026-01-19: “Hello Tracy, So sorry that you received an item that was broken. As we have checked all of our communicatiuon we don't have any emails from you. If you did receive an item that was broken, you can…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Support unhelpful
10 reports · 14% of complaintsrising since 2026-01“I DID NOT GET MY ORDER and somehow that is MY FAULT.”
The company replied on 2026-02-17: “Hello Terese, Thank you for taking the time to share your concerns. We truly understand how frustrating this situation must feel especially when it involves nearly $100. That is never something we…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I never received the order. Their customer service dept was so incredibly rude”
The company replied on 2025-10-24: “Hello Melissa- As we have discussed with you, and shown you the proof of delivery, this order is not even the order that you are referencing. We have shown you the picture of the package sitting on…”
Our classifier read this reply as a deflection.
“I see customers are having big problems with your choice of USPS for standard shipping.”
The company replied on 2026-03-19: “Hello Lisa, Thank you for taking the time to share your thoughts and for being a longtime supporter of Old World Christmas. We truly appreciate customers like you who care about our products and our…”
Our classifier read this reply as a deflection.
Not as described
10 reports · 14% of complaintsrising since 2026-01“about half of my ornaments were too big or too wide to fit in the boxes, even though they are "adjustable"”
The company replied on 2026-04-02: “Dear [Customer Name], Thank you for your message and for being a longtime collector—we truly appreciate it. Hello Sharon- Our ornament storage boxes are adjustable, as noted in the product…”
Our classifier read this reply as a deflection.
“The item sent was a resin composite. No mention in the description stated a different material.”
The company replied on 2026-01-27: “Hello Gloria, Thank you for reaching out and sharing your concerns. I’d like to clarify that the ornament you received is made of glass. All of our commemorative tree ornaments are glass-blown, and…”
Our classifier read this reply as a deflection.
“there were significant delays in delivery that could not be attributed to Canada Post.”
The company replied on 2025-11-01: “Hello John, Thank you for your continued loyalty to Old World Christmas and for sharing your feedback. We’re truly sorry your recent experience didn’t meet expectations. We recognize the frustration…”
Our classifier read this reply as a substantive response.
Support unreachable
6 reports · 8% of complaintsrising since 2026-01“Never received my order! I reached out to customer service and have not heard back in over 3 weeks.”
The company replied on 2026-01-19: “Hello Joyce, I'm sorry that you believe that you did not receive your order as your package shows that it was a split shipment and it was delivered by the USPS from our Spokane warehouse and another…”
Our classifier read this reply as a deflection.
“One of the parts of the ornament was broken. I emailed the company and haven't gotten a response.”
The company replied on 2026-01-19: “Hello Tracy, So sorry that you received an item that was broken. As we have checked all of our communicatiuon we don't have any emails from you. If you did receive an item that was broken, you can…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“I reached out to you to return the three ornaments that I bought, but got no reply.”
The company replied on 2026-01-19: “Hello Morizio, We received your claim on sending the items back. When I pulled up your claim, I see that it was approved and we sent you instructions on how to send it back on January 9th. We are…”
Our classifier read this reply as a substantive response.
It promised: refund.
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 2026-09-01.