The Conran Shop: most-reported complaints
Automated analysis of 164 public Trustpilot reviews published 2022-09-24 to 2026-08-21. TrustScore 4.5 from 3,272 total reviews — see the Trustpilot page. Quick answer: is The Conran Shop legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with late delivery, which accounts for 33% of the 75 complaints identified. Support being unhelpful is the second most common concern, cited in 29% of complaints. Additionally, faulty products and failed deliveries are frequently mentioned, each representing 27% of the reported issues.
How to reach The Conran Shop
These are the contact details The Conran Shop publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, email [email protected], address 16 Sloane Square, London, SW1W 8ER, GB.
The company claimed its Trustpilot profile on 2025-03-13 and last replied to a negative review on 2025-12-22 — more than six months ago. Trustpilot ranks it 266 of 404 in Furniture Store. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 32 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: 14/05 Win a £5,000 spending spree at The Conran Shop”, “E: 31/10 Win £1,000 of vouchers for The Conran Shop”, “E: 27/11 (noon) 2 tickets to a special shopping event, The Conran Shop, Chelsea 03/12”.
Elsewhere: 3.8★ on Google (69 reviews)
TrustScore over time
4.5 → 4.5 across 5 census measurements since 2026-08-28. 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: 2026-08-28 (100%, 4.5d) · 2026-09-08 (100%, 4.5d) · 2026-09-14 (100%, 4.5d) · 2026-09-17 (100%, 4.5d) · 2026-09-23 (100%, 4.5d).
Severity: 25% of this company’s 75 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 June 2021, 75% of 44 one-to-three-star reviews were 1★; in December 2022, 80% of 15.
Counted from June 2021 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 2.7 days between the experience and publishing their negative review (87 reviews record both dates).
What their policy promises
delivery promise: best effort
“We will do Our best to deliver your order to you within the timeframe We specify.”
delivery promise: as soon as possible
“We will contact you as soon as possible to let you know and We will take steps to minimise the effect of the delay.”
refund window: 12 consecutive months
“A Gift Card will expire if it is not used for 12 consecutive months, and any balance remaining on the card will be reduced to nil.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-27.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +3/-0 lines; added: Pintos Wall Hooks | Pintos Wall Hooks (snapshot)
- 2026-09-08: +2/-4 lines; added: Buy 2 Pillar Storage & Save 25% | sofa offer lighting kitchen & dining; removed: Buy 2 Pillar Storage & Save 25% Nicholson Sofa & Free Cover Free Confetti Desk Accessories Set | sofas (snapshot)
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 282 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 5 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 282 company replies to negative reviews analysed, 70% engaged with the specific problem and 24% were generic templates.
Review provenance: 43 company-invited reviews in the recent window average 4.79★, while 60 organic (uninvited) reviews average 4.17★.
25% of its 81 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 33% of this company’s complaints vs a 20% median across 158 ranked companies in its sector.
Review velocity: 42 of this company’s 3,272 Trustpilot reviews (1%) were written in the last 12 months.
What are the most common complaints about The Conran Shop?
Delivery late
25 reports · 33% of complaintssteady“Essayes were taken but never any call backs.”
The company replied on 2023-08-16: “Hello Jude, Thank you for your feedback. I am extremely sorry for the poor experience you have had. We are sorry for the long response time you experienced as we pride ourselves on quick response…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I actually waited 8 months for delivery. The delivery company made marks on my wall and the desk has manufacturing defects.”
The company replied on 2023-06-12: “Dear Ryan, Thank you for leaving a review. Please accept my sincerest apologies for all the inconvenience and frustration this has caused you. Our customer satisfaction is important, and we deeply…”
Our classifier read this reply as a substantive response.
“The delivery date was rescheduled for January, then February and then April and then May and now end of June.”
The company replied on 2023-05-10: “Hi Emma, Thank you for leaving your feedback. I am so sorry to receive this review. Indeed the delays experienced on this particular bed have been less than ideal. I am sorry you've had this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
Support unhelpful
22 reports · 29% of complaintssteady“I am now out of pocket by £450 as I took the packaging to the tip, believing it to be empty”
The company replied on 2024-08-13: “Hello Felicity, Thank you for your feedback here. We are sorry to hear that you are disappointed with the service you have received. As part of our sustainability aims, we will when appropriate,…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“The product we purchased is low quality and they won’t take responsibility for it”
The company replied on 2024-11-06: “Hello Sandy, Thank you for your feedback here. Unfortunately, as per the images on the website the light does show that the wires are not all straight. This is because of the design of the light and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Have been hung up on 5 times”
The company replied on 2024-10-17: “Hello Antony, Thank you for your feedback. Unfortunately, we no longer have a customer service phone line, so the old number you rang would have not connected, but you can reach them via email or our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Faulty product
20 reports · 27% of complaintsrising since 2024-11“the chairs were, in fact, much higher than specification.”
The company replied on 2022-12-09: “Thank you for your feedback. I am sorry to hear about your complaint. I am investigating your case and can see you have been speaking with the team in our trade department. I will liaise with them…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“The product we purchased is low quality and they won’t take responsibility for it”
The company replied on 2024-11-06: “Hello Sandy, Thank you for your feedback here. Unfortunately, as per the images on the website the light does show that the wires are not all straight. This is because of the design of the light and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“one split for a couple of inches at the bottom.”
The company replied on 2025-12-22: “Hi Colin, profuse apologies again for the issues which you have faced, on behalf of both Wincanton and The Conran Shop Team.”
Our classifier read this reply as a template response.
Delivery failed
20 reports · 27% of complaintsfalling“I am now out of pocket by £450 as I took the packaging to the tip, believing it to be empty”
The company replied on 2024-08-13: “Hello Felicity, Thank you for your feedback here. We are sorry to hear that you are disappointed with the service you have received. As part of our sustainability aims, we will when appropriate,…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“one split for a couple of inches at the bottom.”
The company replied on 2025-12-22: “Hi Colin, profuse apologies again for the issues which you have faced, on behalf of both Wincanton and The Conran Shop Team.”
Our classifier read this reply as a template response.
“zero options to enable collection so I still don’t have the items ordered”
The company replied on 2023-07-14: “Hi Anthony - I'm sorry to hear that your delivery experience was not great - I've reviewed your order and I can see that it was resent but is at the local pickup shop. I'm going to mail you directly…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
Support unreachable
8 reports · 11% of complaintsfalling“Have been hung up on 5 times”
The company replied on 2024-10-17: “Hello Antony, Thank you for your feedback. Unfortunately, we no longer have a customer service phone line, so the old number you rang would have not connected, but you can reach them via email or our…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Essayes were taken but never any call backs.”
The company replied on 2023-08-16: “Hello Jude, Thank you for your feedback. I am extremely sorry for the poor experience you have had. We are sorry for the long response time you experienced as we pride ourselves on quick response…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Messaged and called for months (!!!) with no solution”
The company replied on 2023-02-07: “Hi Mark, So sorry to hear of your poor experience. We should have managed this better. My sincere apologies for the inconvenience caused. We want to make this right. Please could you share your order…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Other
7 reports · 9% of complaintsrising since 2024-11“I am now out of pocket by £450 as I took the packaging to the tip, believing it to be empty”
The company replied on 2024-08-13: “Hello Felicity, Thank you for your feedback here. We are sorry to hear that you are disappointed with the service you have received. As part of our sustainability aims, we will when appropriate,…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“you have to pay the shop back for the original cost of shipping”
The company replied on 2026-08-14: “Hello Mrs R, we are sorry to see there has been an error with your refund. Please reach out to our customer service team at [email protected] with your order reference and we can…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I didn't want to purchase on his credit card for obvious reasons so am baffled as to why I had to walk out empty handed.”
The company replied on 2023-06-09: “Dear JatT, Thank you for leaving a review. We hope this message finds you well. We wanted to take a moment to address your recent concern regarding our transition to digital payments and the…”
Our classifier read this reply as a deflection.
Compare The Conran Shop 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 2026-09-07.