Porta Delivery: most-reported complaints
Automated analysis of 353 public Trustpilot reviews published 2024-11-02 to 2026-09-23. TrustScore 4.8 from 1,151 total reviews — see the Trustpilot page. Quick answer: is Porta Delivery legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery delays, with 22 out of 47 identified complaints citing late arrivals. Delivery failures were the second most common issue, accounting for 15 reports, while faulty products and unhelpful support each appeared in fewer cases. The trend for delivery failures is falling, whereas reports of faulty products and unhelpful support are rising. Delivery delay reports remain flat over the analyzed period.
How to reach Porta Delivery
These are the contact details Porta Delivery publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0203 576 4979, email [email protected], address 20 Wenlock Road, London, N1 7GU, GB.
The company claimed its Trustpilot profile on 2024-02-07, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-31. Trustpilot ranks it 12 of 36 in Courier and Delivery Service. We last checked this profile on 2026-09-24 and found 20 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: 4.9★ on Google (935 reviews)
TrustScore over time
4.8 → 4.8 across 14 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: 2026-08-12 (100%, 0.1d) · 2026-08-15 (100%, 0.1d) · 2026-08-18 (100%, 0.1d) · 2026-08-21 (100%, 0.1d) · 2026-08-24 (100%, 0.1d) · 2026-08-27 (100%, 0.1d) · 2026-08-31 (95%, 0.1d) · 2026-09-03 (100%, 0.1d) · 2026-09-08 (100%, 0.1d) · 2026-09-12 (100%, 0.1d) · 2026-09-15 (100%, 0.1d) · 2026-09-18 (100%, 0.1d) · 2026-09-21 (100%, 0.1d) · 2026-09-24 (100%, 0.1d).
Severity: 28% of this company’s 47 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 3.5 days between the experience and publishing their negative review (49 reviews record both dates).
Measured reply time: across 48 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 48 company replies to negative reviews analysed, 58% engaged with the specific problem and 8% were generic templates.
Review provenance: 283 company-invited reviews in the recent window average 4.89★, while 33 organic (uninvited) reviews average 4.48★.
22% of its 294 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 late makes up 47% of this company’s complaints vs a 22% median across 92 ranked companies in its sector.
Review velocity: 717 of this company’s 1,151 Trustpilot reviews (62%) were written in the last 12 months.
What are the most common complaints about Porta Delivery?
Delivery late
22 reports · 47% of complaintssteady“They eventually turned up mid afternoon, some 9 hours late.”
The company replied on 2025-08-21: “Hi Susie I’m sorry to read your experience, I can see how frustrating the delays are. Just to clarify, the flexible jobs are offered at a lower price because they allow us to fit the collection and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“it was collected after 5pm and delivered after 11.30pm. It would have been fine if table and chairs weren’t damaged.”
The company replied on 2025-07-09: “Dear Shahzeb, Thank you for taking the time to share your experience. We’re truly sorry to hear about your dissatisfaction and would like to clarify a few key points, as we do take all feedback…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I tried to call the Porta phone number 5 times and each time went through the answer machine.”
The company replied on 2024-11-18: “Dear Bijal, Thank you for taking the time to share your feedback. I’m genuinely sorry to hear that your experience didn’t meet expectations. I’d like to address some key points you raised. Regarding…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Delivery failed
15 reports · 32% of complaintsfalling“First contractor couldn’t make phone calls and had the wrong address.”
The company replied on 2025-12-24: “We do care, and I’d like to correct a few points while acknowledging your frustration. Our phone line and WhatsApp support are operating and taking enquiries daily. From our records, I can see that…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Collect the goods and then deliver to the complete wrong address”
The company replied on 2025-10-13: “Hi there, we take every genuine complaint seriously, but this review isn't from a customer we’ve ever served. It’s connected to the same individuals (Kate & Lucy) who left 1-star reviews after…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they dropped in the middle of the road as couldn’t find correct house”
The company replied on 2025-10-10: “Dear Lucy & Kate (the matching 1-star reviews for the same job), Your items were delivered, we accept there were hiccups, but delivered all the same. What’s unbelievable is that you’ve refused to pay…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Faulty product
8 reports · 17% of complaintsrising since 2026-04“Porta refused compensate for causing the damages (attached), which is now a loss of excess of £2,000”
The company replied on 2026-04-09: “We note this is the second review posted about the same delivery by members of the same household within 24 hours, none of which are from the account that made the original booking. This appears to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“They didn't mention this until everything was already in their van so I had to agree to that.”
The company replied on 2026-02-02: “We’re really sorry to read this and, frankly, this isn’t the experience we aim for at all. Unexpected price changes are not acceptable. This is genuinely the first we’ve seen of this issue being…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“This company damaged our bed/mattress but refused to pay compensation despite the fact I paid for insurance.”
The company replied on 2026-04-15: “We note this appears to be a duplicate 1-star review relating to the same booking as a previous review left by this customer. We have raised this with Trustpilot accordingly.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
5 reports · 11% of complaintsrising since 2026-04“Porta refused compensate for causing the damages (attached), which is now a loss of excess of £2,000”
The company replied on 2026-04-09: “We note this is the second review posted about the same delivery by members of the same household within 24 hours, none of which are from the account that made the original booking. This appears to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“First contractor couldn’t make phone calls and had the wrong address.”
The company replied on 2025-12-24: “We do care, and I’d like to correct a few points while acknowledging your frustration. Our phone line and WhatsApp support are operating and taking enquiries daily. From our records, I can see that…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Collect the goods and then deliver to the complete wrong address”
The company replied on 2025-10-13: “Hi there, we take every genuine complaint seriously, but this review isn't from a customer we’ve ever served. It’s connected to the same individuals (Kate & Lucy) who left 1-star reviews after…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unreachable
4 reports · 8% of complaintsfalling“I tried to call the Porta phone number 5 times and each time went through the answer machine.”
The company replied on 2024-11-18: “Dear Bijal, Thank you for taking the time to share your feedback. I’m genuinely sorry to hear that your experience didn’t meet expectations. I’d like to address some key points you raised. Regarding…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“he showed up half an hour late”
The company replied on 2026-04-10: “Thank you for your review and for the update. I’m really sorry about your experience, and also that we got some of the facts wrong in our earlier response. If you look through our positive reviews,…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“Two desks were collected and one of them arrived damaged. The responsible individuals disappeared upon requesting a claim for the damage.”
The company replied on 2026-03-04: “Hi Andreina, We’ve only just been made aware of this issue from your email earlier today. I’m sorry to hear about the damage. I do wish we’d been contacted sooner as we could have stepped in earlier…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Refund refused
3 reports · 6% of complaintsrising since 2026-04“Porta refused compensate for causing the damages (attached), which is now a loss of excess of £2,000”
The company replied on 2026-04-09: “We note this is the second review posted about the same delivery by members of the same household within 24 hours, none of which are from the account that made the original booking. This appears to…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“Porta moved our bed and caused so much damage in the process that the bed is now ruined.”
The company replied on 2026-04-09: “We are incredibly sorry to hear about the stress this experience has caused you, we do not like to hear about situations like this. Just to clarify a couple of points: we're definitely not ignoring…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Customer service failed to provide a reasonable refund despite being asked 30 times”
The company replied on 2026-04-20: “Dear Robert, We’re sorry to hear you felt frustrated with the experience, although we do strongly disagree with several points raised in your review. Your delivery was completed within the agreed…”
Our classifier read this reply as a deflection.
Compare Porta Delivery 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 2026-09-24.