Harts Of Stur: most-reported complaints
Automated analysis of 565 public Trustpilot reviews published 2026-04-10 to 2026-09-23. TrustScore 4.8 from 29,384 total reviews — see the Trustpilot page. Quick answer: is Harts Of Stur legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 36% of the 59 complaints identified in 565 reviews. Delivery failures were the second most common concern, representing 29% of complaints, while unhelpful support made up 24%. A smaller portion of reviewers noted that items were not as described, accounting for 14% of the issues. Trends indicate that reports of faulty products are rising, while complaints about support and product descriptions are falling.
How to reach Harts Of Stur
These are the contact details Harts Of Stur publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 01258 472420, email [email protected], address Station Road, Sturminster Newton, DT10 1BD, GB.
The company claimed its Trustpilot profile on 2015-01-09, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-22. Trustpilot ranks it 30 of 136 in Kitchen Supply Store. We last checked this profile on 2026-09-23 and found 25 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 42 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: 01/04 Win a Dualit Classic Kettle from Harts of Stur (FB)”, “MANOMANO or HARTS OF STUR”, “E: 19/12 Win 16pc cutlery & carving set, by Tramontina with Harts of Stur (FB)”.
Elsewhere: 4.4★ on Google (986 reviews)
TrustScore over time
4.9 → 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: 2026-08-15 (99%, 1.7d) · 2026-08-18 (98%, 1.7d) · 2026-08-21 (96%, 1.7d) · 2026-08-24 (96%, 1.7d) · 2026-08-27 (100%, 2.0d) · 2026-09-01 (99%, 2.0d) · 2026-09-04 (100%, 2.0d) · 2026-09-07 (99%, 2.0d) · 2026-09-11 (100%, 2.0d) · 2026-09-14 (100%, 2.0d) · 2026-09-17 (100%, 2.0d) · 2026-09-20 (99%, 2.0d) · 2026-09-23 (100%, 2.0d).
Severity: 12% of this company’s 59 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 August 2024, 60% of 15 one-to-three-star reviews were 1★; in September 2026, 27% of 11.
Counted from August 2024 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 (537 reviews record both dates).
What their policy promises
delivery promise: orders over £50
“Free UK delivery on orders over £50”
guarantee: price match
“Price MATCH if you find a product cheaper elsewhere”
delivery promise: 1-3 working days
“Estimated Delivery in 1-3 working days.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-14:
- 2026-09-21: +42/-43 lines; added: o Fragrances | * Offers; removed: * Sale | + Main Menu (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 348 negative reviews that received a public reply, the median wait was 0.9 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 348 company replies to negative reviews analysed, 45% engaged with the specific problem and 21% were generic templates.
9% of its 489 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 36% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 3,175 of this company’s 29,384 Trustpilot reviews (11%) were written in the last 12 months.
What are the most common complaints about Harts Of Stur?
Faulty product
21 reports · 36% of complaintsrising since 2026-08“Instead of honouring this, Harts of Stur insisted on inspecting the machine”
The company replied on 2026-04-11: “Thank you for your review. We are sorry to hear that you are not satisfied with the level of customer service provided. However, we are unable to agree with your review, as it does not fairly…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“so much drama over a faulty item and very unhelpful company I haven’t got the energy to argue my case so stuck with an orange bird but I suppose at least it works!”
The company replied on 2026-07-16: “Thank you for your review. We have looked into your order in more detail and found that our Customer Service Team requested a short video of the issue on 4 July 2026. However, we did not receive the…”
Our classifier read this reply as a substantive response.
“Sadly my husband burnt his forefinger when taking out is roasting tin .”
The company replied on 2026-04-26: “Thank you for your review. We are sorry to hear that your husband burnt his finger while removing roasting tin from the oven. We kindly ask that you inspect the oven glove and if possible, contact…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery failed
17 reports · 29% of complaintssteady“Not recieved item”
The company replied on 2026-04-12: “Thank you for your review. After looking into your order in more detail, we can confirm that it was dispatched on 01/04/2026 to the DPD pickup point you selected at checkout. The parcel was…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Ordered late March, Goods never arrived.”
The company replied on 2026-05-23: “Thank you for your review. We are sorry to hear that you are not satisfied with the level of customer service provided. Unfortunately, we are unable to fully comment on the issue, as no order details…”
Our classifier read this reply as a template response.
“I didnt recieve my parcel which they know I didnt, but still wont give me my refund”
The company replied on 2026-04-28: “Thank you for your review. We are sorry to hear that you may not have received your parcel yet. Unfortunately, we are unable to comment on your experience with Harts of Stur, as no order details were…”
Our classifier read this reply as a template response.
Support unhelpful
14 reports · 24% of complaintsfalling“Dismissive, unhelpful tone. This was very frustrating and time consuming for me.”
The company replied on 2026-04-12: “Thank you for your review. We’re sorry to hear that you were not satisfied with the level of customer service provided. Please note that the return service link is supplied directly by the courier.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Completely disinterested in a complaint. I purchased 2 sets of Stellar Rochester cutlery. Within 4 - 6 weeks some of the knives were rusting”
The company replied on 2026-04-11: “Thank you for your review. We are sorry to hear that you are not satisfied with the level of customer service provided. After looking into your query in more detail, we can see that you were provided…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“so much drama over a faulty item and very unhelpful company I haven’t got the energy to argue my case so stuck with an orange bird but I suppose at least it works!”
The company replied on 2026-07-16: “Thank you for your review. We have looked into your order in more detail and found that our Customer Service Team requested a short video of the issue on 4 July 2026. However, we did not receive the…”
Our classifier read this reply as a substantive response.
Not as described
8 reports · 14% of complaintsfalling“Website does not state that the knives are hollow rather than monoblock.”
The company replied on 2026-09-22: “Thank you for your review. We are sorry to hear that you are not satisfied with the Alessi knives purchased from Harts of Stur. The knives you purchased from us are the more premium version of the…”
Our classifier read this reply as a substantive response.
“You state dishwasher safe but that is not true and you say these are stainless steel but when out off the machine they are rusty”
The company replied on 2026-06-09: “Thank you for your review. The Judge cutlery purchased from Harts of Stur is dishwasher safe. However, to help prolong the longevity and appearance of your cutlery, the manufacturer provides the…”
Our classifier read this reply as a deflection.
“i was unclear as to actual length of knife from H of S's description.”
Refund refused
8 reports · 14% of complaintsfalling“Instead of honouring this, Harts of Stur insisted on inspecting the machine”
The company replied on 2026-04-11: “Thank you for your review. We are sorry to hear that you are not satisfied with the level of customer service provided. However, we are unable to agree with your review, as it does not fairly…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I didnt recieve my parcel which they know I didnt, but still wont give me my refund”
The company replied on 2026-04-28: “Thank you for your review. We are sorry to hear that you may not have received your parcel yet. Unfortunately, we are unable to comment on your experience with Harts of Stur, as no order details were…”
Our classifier read this reply as a template response.
“would not take back the defective product”
The company replied on 2026-09-07: “Thank you for your review. We are sorry to hear that you are not satisfied with the level of customer service provided. The item you purchased has been assessed independently by Harts of Stur and the…”
Our classifier read this reply as a deflection.
Delivery late
7 reports · 12% of complaintssteady“a severe delay to the delivery, and I had to phone multiple times to resolve it.”
The company replied on 2026-05-07: “Thank you for your review. We are sorry to hear that you were dissatisfied with the delivery experience. Having reviewed your order, I can confirm that it was dispatched promptly, and we were not…”
Our classifier read this reply as a deflection.
“it didn't arrive for the entire week”
The company replied on 2026-09-02: “Thank you for your review. We are very sorry to hear that the delivery process proved to be difficult and frustrating for you. We understand how disappointing it can be when you are expecting a…”
Our classifier read this reply as a deflection.
“it was delivered today left on my doorstep with nobody been in”
The company replied on 2026-08-28: “Thank you for your review. We are sorry to hear about the delay in the delivery of your order, and we fully understand your frustration and the inconvenience this may have caused you. After looking…”
Our classifier read this reply as a deflection.
Compare Harts Of Stur 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.