The Fold London: most-reported complaints
Automated analysis of 103 public Trustpilot reviews published 2025-05-29 to 2026-09-22. TrustScore 4.2 from 292 total reviews — see the Trustpilot page. Quick answer: is The Fold London legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with delayed refunds, which accounted for 30% of the 23 complaints identified. Delivery delays and unhelpful customer support were also frequent concerns, each representing 22% of the reported issues. Additionally, 17% of complaints cited unreachable support teams. No specific trends could be established due to the limited number of reviews.
How to reach The Fold London
These are the contact details The Fold London publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0207 336 7599, email [email protected], address 28 Cadogan Place, London, SW1X 9RX, GB.
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 2023-06-26 and last replied to a negative review on 2026-07-01. 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: 4 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: 27/03 WIN £600 To Spend At The Fold London”, “E: 18/05 Win Afternoon Tea at The Savoy, a Dress & Luxury Bath Hamper (FB/TW needed)”, “E: 25/08 WIN £400 to spend at The Fold London!”.
Elsewhere: 4.2★ on Google (0 reviews)
TrustScore over time
4.2 → 4.2 across 4 census measurements since 2026-08-30. 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: 2026-08-30 (100%, 10.9d) · 2026-09-11 (100%, 12.9d) · 2026-09-17 (100%, 12.9d) · 2026-09-23 (94%, 12.9d).
Severity: 9% of this company’s 23 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reply quality: of 22 company replies to negative reviews analysed, 55% engaged with the specific problem and 45% were generic templates.
Review provenance: 50 company-invited reviews in the recent window average 5.00★, while 53 organic (uninvited) reviews average 3.45★.
26% of its 77 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: refunds delayed makes up 30% of this company’s complaints vs a 13% median across 28 ranked companies in its sector.
Review velocity: 77 of this company’s 292 Trustpilot reviews (26%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about The Fold London?
Refunds delayed
7 reports · 30% of complaints“my return was received nearly 2 weeks ago and still no refund.”
The company replied on 2026-06-25: “Dear Alison, We're really disappointed to hear about this delay on your returned order. I have confirmed with our Customer team that they have reached out directly to you and resolved in the meantime.”
Our classifier read this reply as a substantive response.
“No refund. No response to voicemail left a week ago”
The company replied on 2026-06-25: “Dear Cathy, We're so sorry to hear that there has been a delay with your refund. Our Customer team have reached out directly in the meantime to support with your enquiry.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Two weeks later no sign of a refund and no acknowledgement. Contacted customer services twice - but no response.”
The company replied on 2026-04-08: “Hi Sarah, We apologise for the delay in replying to your email, I'm afraid the team were not available over the Easter bank holiday. However I can see the team resolved this for you yesterday.”
Our classifier read this reply as a substantive response.
Delivery late
5 reports · 22% of complaints“By June 17, they hadn't shipped.”
The company replied on 2026-07-01: “Dear Lillian, We're really sorry to hear about the issues and frustrations with your order. We can see our Customer Care team are in directly in touch with you to support. We really appreciate you…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“delivery problems have become the norm rather than the exception”
The company replied on 2026-04-27: “We’re so sorry to hear about your recent experience with The Fold, we're disappointed to hear that your orders have been delayed, letting our service down. We'd like to speak with you in more detail…”
Our classifier read this reply as a template response.
“It’s now 2/11, the order has not been processed.”
The company replied on 2026-02-23: “Hello, we're sorry you've experienced a delay to your order. If you'd be able to call us directly on 0207 336 7599 and a senior member of our team can support with your order.”
Our classifier read this reply as a template response.
Support unhelpful
5 reports · 22% of complaints“they did not offer replacement”
The company replied on 2026-04-27: “We're sorry to hear about your latest experience with The Fold, and that the issue with your garment was not resolved in a timely manner. We'd like to understand how we could have better addressed…”
Our classifier read this reply as a template response.
“Had to chase both items as no notification at all on delivery well after the six days”
The company replied on 2025-09-18: “Dear Samantha, We're incredibly disappointed to hear about your recent experience with the brand. A member of our senior team has been in touch, directly with you regarding this matter. Best wishes,…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“It took nearly 3 days to reply asking for a photo and a sign off that clearly implied I was lying”
The company replied on 2025-09-18: “Dear Tracey, We're really disappointed that you encountered a garment issue with your trousers, this is not the quality that we strive for at The Fold. Our team have been in touch with you to resolve…”
Our classifier read this reply as a template response.
Support unreachable
4 reports · 17% of complaints“coustomer service non existent sham”
The company replied on 2026-06-05: “Dear Gillian, We're sorry that you have experienced issues speaking with our team and it's let you down. I understand that the team reached out and to support with your enquiry. Thank you again for…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Several emails and telephone calls all remained unanswered”
The company replied on 2026-06-05: “Dear Linda. We're so sorry to hear about your recent shopping experience with us and the passing of your father. I can see a member of our team called you directly to resolve this over the phone.”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Two weeks later no sign of a refund and no acknowledgement. Contacted customer services twice - but no response.”
The company replied on 2026-04-08: “Hi Sarah, We apologise for the delay in replying to your email, I'm afraid the team were not available over the Easter bank holiday. However I can see the team resolved this for you yesterday.”
Our classifier read this reply as a substantive response.
Not as described
4 reports · 17% of complaints“And certainly not the quality one would expect for the price”
The company replied on 2025-09-08: “Dear Sarah, We're really sorry to hear that you've had a negative experience with the brand. We'd love to understand where we've fallen short and what we could have done better. Please reach out to…”
Our classifier read this reply as a template response.
“just sucks that 3 weeks after being added as new on the websites it’s added to the same.”
The company replied on 2026-03-27: “We’re sorry to hear about this issue with your order. Our Customer Care team have been in touch directly to support.”
Our classifier read this reply as a template response.
“the dress is grubby and crumpled”
The company replied on 2025-08-05: “Dear Lesley, Thank you for your review. We are ever so sorry to hear this. This certainly does not match up to our high delivery standards; so we profusely apologise for this. We will be sure to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare The Fold London 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 2026-09-23.