Percival: most-reported complaints
Automated analysis of 412 public Trustpilot reviews published 2020-02-11 to 2026-09-25. TrustScore 2.6 from 2,796 total reviews — see the Trustpilot page. Quick answer: is Percival legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that refunds are delayed and that customer support is unreachable, with each issue accounting for 66% of the 391 complaints identified. These two concerns are described as rising trends within the analyzed period. Additionally, a smaller portion of reviewers mention faulty products (9%) and unhelpful support (7%), with the latter showing a falling trend.
How to reach Percival
These are the contact details Percival publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, email [email protected], address 7 Marshall Street, Soho, London, W1F 7EH, GB.
The company claimed its Trustpilot profile on 2020-12-18, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 231 of 242 in Men's Clothing Store. We last checked this profile on 2026-09-27 and found 312 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 23% of this company’s 391 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 July 2026, 86% of 112 one-to-three-star reviews were 1★; in September 2026, 83% of 47.
Counted from July 2026 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 7.5 days between the experience and publishing their negative review (381 reviews record both dates).
What their policy promises
delivery promise: 48 hours
“Standard 48 hrs tracked - £5.00”
delivery promise: Next Working Day
“Express DPD Next Day - £5.00 to £7.00 (Order by 7pm for same day dispatch)”
delivery promise: Same Day (London only)
“Same Day Delivery - £3.99 - London only. Subject to stock availability.”
delivery promise: Free for orders £100+
“Free shipping - £100+”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-27.
Measured reply time: across 364 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of under a day.
Reply quality: of 364 company replies to negative reviews analysed, 36% engaged with the specific problem and 63% were generic templates.
Review velocity: 798 of this company’s 2,796 Trustpilot reviews (29%) were written in the last 12 months.
What are the most common complaints about Percival?
Refunds delayed
260 reports · 66% of complaintsrising since 2025-06“they have not responded to any emails asking where the refund is at any point.”
The company replied on 2026-06-22: “Hi Barney, thank you for taking the time to leave us your review. I am so sorry to hear that you have not received your refund. Please contact our customer service department directly, confirming the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I am now having to chase my £900 refund, by email, more than a month later.”
The company replied on 2026-01-22: “Hi Gaz, thank you for contacting Percival. I would love to be able to help you today. We do appreciate your patience during this busy period and we would like to apologise for the inconvenience…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“they also don’t reply to enquiries asking for refund payments to be made”
The company replied on 2025-07-29: “Hi Alexandre, we’re so sorry to hear this and we completely understand your frustration. This isn’t the standard of service we aim to provide, and we hold our hands up. We were recently hit by a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Support unreachable
260 reports · 66% of complaintsrising since 2025-06“they have not responded to any emails asking where the refund is at any point.”
The company replied on 2026-06-22: “Hi Barney, thank you for taking the time to leave us your review. I am so sorry to hear that you have not received your refund. Please contact our customer service department directly, confirming the…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I am now having to chase my £900 refund, by email, more than a month later.”
The company replied on 2026-01-22: “Hi Gaz, thank you for contacting Percival. I would love to be able to help you today. We do appreciate your patience during this busy period and we would like to apologise for the inconvenience…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
3 readers marked this review helpful on Trustpilot.
“they also don’t reply to enquiries asking for refund payments to be made”
The company replied on 2025-07-29: “Hi Alexandre, we’re so sorry to hear this and we completely understand your frustration. This isn’t the standard of service we aim to provide, and we hold our hands up. We were recently hit by a…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Faulty product
35 reports · 9% of complaintssteady“I still haven't received a refund over a month after the return being received”
The company replied on 2026-06-18: “Hi Will, thank you for taking the time to leave us your review. I am so sorry to hear that you have not received your refund. Please contact our customer service department directly, confirming the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“one being too short for wear”
The company replied on 2026-05-04: “Hi Luke, thank you for taking the time to leave us such a lovely review. I do hope you love your new purchase. Your feedback will be forwarded to our relevant department for improvements. We are…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I still have not received my refund despite that the low-quality defected product was returned to their warehouse on 6 July 2026.”
The company replied on 2026-07-02: “Hi Gordon, Thank you for taking the time to leave a review for Percival. We truly value and appreciate all customer feedback. Having reviewed our records, we have been unable to locate any previous…”
Our classifier read this reply as a template response.
Support unhelpful
28 reports · 7% of complaintsfalling“I have been waiting over three weeks for a refund for an item that was returned and delivered on 01/08 - I have been constantly fobbed off by customer service”
The company replied on 2026-08-25: “Hi Chris, Thank you for taking the time to leave this review. I'm very sorry for the delay of your return. Please be assured that this is not a reflection of our usual standards of service. We can…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“Refunds take forever and need several reminders.”
The company replied on 2026-08-21: “Hi there, Thank you for taking the time to leave this review. I'm very sorry for the delay of your return. Please be assured that this is not a reflection of our usual standards of service. We can…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“I requested a return online through the returns portal only for it to be declined.”
The company replied on 2026-07-07: “Hi Julie, Thank you for taking the time to leave this review. I'm very sorry for your customer experience with us. Please be assured that this is not a reflection of our usual standards of service. A…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery late
25 reports · 6% of complaintsfalling“The suit has not arrived and despite contacting customer services I have received no response”
The company replied on 2026-06-18: “Hi Sally, Thank you for getting in touch. I am sorry to hear you have not received your order, especially as it was needed for a wedding. I would love to help. I can see the order has now been…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“I have not received my items, nor a shipping confirmation”
The company replied on 2026-07-22: “Hi Zak, Thank you for taking the time to leave this review. I'm very sorry for the delay of your order. Please be assured that this is not a reflection of our usual standards of service. We can see…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Royal Mail site advises they’re still awaiting the package”
The company replied on 2026-07-07: “Hi Niall, Thank you for taking the time to leave this review. I'm very sorry for the delay of your order. Please be assured that this is not a reflection of our usual standards of service. We can see…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery failed
23 reports · 6% of complaintssteady“Initially Percival’s customer service was none existent and unresponsive.”
The company replied on 2026-01-14: “Hi Russell, thank you for taking the time to leave us a review. I would love to be able to help you today. We do appreciate your patience during this busy period and we would like to apologise for…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“No response to four of my emails”
The company replied on 2026-09-23: “Hi Kevin, Thanks for taking the time to leave your review for us here at Percival , we really appreciate all our customer's feedback. I can see you've reached out to us on email and our team are…”
Our classifier read this reply as a template response.
“items still haven’t shipped two and a half weeks later”
The company replied on 2026-07-24: “Hi there, Thank you for taking the time to leave this review. I'm very sorry for the delay of your replacement order. Please be assured that this is not a reflection of our usual standards of…”
Our classifier read this reply as a template response.
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 2026-09-27.