Vonhaus: most-reported complaints
Automated analysis of 681 public Trustpilot reviews published 2022-07-16 to 2026-09-25. TrustScore 4.2 from 23,436 total reviews — see the Trustpilot page. Quick answer: is Vonhaus legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which account for 42% of the 567 complaints identified in the last 681 reviews. Delivery problems are also frequent, with failed deliveries and late arrivals each representing 22% of complaints. Additionally, 20% of reviewers cite unhelpful customer support as a significant concern.
How to reach Vonhaus
These are the contact details Vonhaus publishes on its Trustpilot profile, as of our last check on 2026-09-25 — it publishes no phone number there, email [email protected], address 6th Floor The Tower, Deva City Office Park, Trinity Way, Manchester, M3 7BF, GB.
The company claimed its Trustpilot profile on 2017-08-04, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-23. Trustpilot ranks it 99 of 123 in Garden Furniture Shop. We last checked this profile on 2026-09-25 and found 581 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 4.2★ on Google (284 reviews)
Severity: 11% of this company’s 567 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 2026, 72% of 106 one-to-three-star reviews were 1★; in September 2026, 41% of 29.
Counted from June 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 10.9 days between the experience and publishing their negative review (584 reviews record both dates).
Measured reply time: across 557 negative reviews that received a public reply, the median wait was 0.6 days — the company profile reports an average of 1 days.
Reply quality: of 557 company replies to negative reviews analysed, 32% engaged with the specific problem and 64% were generic templates.
10% of its 72 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: faulty product makes up 42% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 2,767 of this company’s 23,436 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about Vonhaus?
Faulty product
236 reports · 42% of complaintssteady“they responded telling me they’d issued a 25% refund they obviously don’t read their emails properly”
The company replied on 2026-07-20: “We understand your disappointment regarding the collection and the confusion with the refund. We are actively looking into this to understand what went wrong and ensure a speedy resolution. Thank…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“the handle at the back actually set on fire whilst using”
The company replied on 2026-06-26: “Hi Sean, We’re sorry to hear about your experience and understand how disappointing this must have been, particularly given the issues you encountered with the product and the delays with the return.…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“The worst BBQ I have ever used. Tried for the first time today. Going to the tip tomorrow.”
The company replied on 2026-06-22: “Hi Simon, We're really sorry to hear that you were disappointed with your BBQ. The BBQ you ordered is a newly launched product and has been receiving positive feedback overall, so we’d really…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery failed
126 reports · 22% of complaintsrising since 2025-06“The goods never arrived and even on 10 August the Evri tracker still shows “we are expecting your goods””
The company replied on 2026-08-10: “Hi Gordon, Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“Took my money Never delivered”
The company replied on 2026-08-12: “Hi Mark, We're sorry to hear that your order did not arrive as expected. Following your request to amend the delivery address, our team made every effort to assist with redirecting the parcel.…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“courier delivered to god knows where in London as just a picture and signed by me apparently which is a total lie”
The company replied on 2026-06-26: “Hi Claire, Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery late
122 reports · 22% of complaintssteady“clearly their claims of next day delievery is false and misleading”
The company replied on 2026-08-07: “Hi there, Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I've got the accessories but no bbq.”
The company replied on 2026-06-19: “Hi Ian, Updated 19/06: Thanks for coming back to us and for providing your order details. After reviewing this with our customer service team, we can confirm that a replacement BBQ was offered to you…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
“It took 10 days. And the package was just left on full display”
The company replied on 2025-11-12: “Hello, Thank you for taking the time to leave us a review. I’m really sorry to hear of the issues you’ve experienced with your VonHaus purchase. Rest assured this is not the standard and we are…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
115 reports · 20% of complaintssteady“clearly their claims of next day delievery is false and misleading”
The company replied on 2026-08-07: “Hi there, Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“they responded telling me they’d issued a 25% refund they obviously don’t read their emails properly”
The company replied on 2026-07-20: “We understand your disappointment regarding the collection and the confusion with the refund. We are actively looking into this to understand what went wrong and ensure a speedy resolution. Thank…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“courier delivered to god knows where in London as just a picture and signed by me apparently which is a total lie”
The company replied on 2026-06-26: “Hi Claire, Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
76 reports · 13% of complaintsrising since 2025-06“The goods never arrived and even on 10 August the Evri tracker still shows “we are expecting your goods””
The company replied on 2026-08-10: “Hi Gordon, Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“no phone number, no local service, no ruddy hope!”
The company replied on 2026-08-20: “Hi Simon Thanks for your feedback – we’re sorry to hear about your experience. We’ve reached out via Trustpilot to request a few more details (like your order number) so we can investigate this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“I have emailed several times and have not received a single response.”
The company replied on 2026-06-03: “Hi Mark, Thank you for your feedback - we’re very sorry to hear about your experience and completely understand how frustrating this situation must be. We sincerely apologise for the lack of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Not as described
57 reports · 10% of complaintssteady“You have changed the quality of the fabric used”
The company replied on 2024-08-21: “Hi there, We’re really sorry to hear that you’ve experienced issues with your item. We’d really like to get this resolved for you! A member of the team will be in touch with you soon to hopefully…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Unfortunately, they are not the grey heavy duty ones I had previously ordered.”
The company replied on 2026-09-14: “Hi Carole, Thank you for your feedback. We're sorry to hear the patio and BBQ covers didn't meet your expectations and that they differed from the products you had previously purchased. We appreciate…”
Our classifier read this reply as a template response.
“you said that the hedge trimmer would cope with an established laurel hedge which it does not do!”
The company replied on 2026-09-04: “Hi Derek Thank you for your feedback. We're sorry to hear that the hedge trimmer did not meet your expectations. We would welcome the opportunity to understand your concerns in more detail. If you…”
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 2026-09-25.