kate & tom's: most-reported complaints
Automated analysis of 226 public Trustpilot reviews published 2021-04-01 to 2026-09-14. TrustScore 4.9 from 998 total reviews — see the Trustpilot page. Quick answer: is kate & tom's legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that products are not as described, accounting for 44% of the 23 identified complaints. Customer support issues are also common, with 30% of complaints citing unhelpful service and 17% noting that support is unreachable. Additionally, 13% of complaints mention delayed refunds, such as slow returns of security deposits. No clear trend can be established for these issues due to insufficient review volume.
How to reach kate & tom's
These are the contact details kate & tom's publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 01242 235151, email [email protected], address Royal Mews, St George's Place, Cheltenham, GL50 3PQ, GB.
The company claimed its Trustpilot profile on 2022-07-27, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-13. Trustpilot ranks it 2 of 24 in Holiday Home. We last checked this profile on 2026-09-24 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 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: 15/02 Win A Break In Cove Cottage With Kate & Tom's”, “E: 31/01 Win a weekend stay for 12 in Dorset”.
Elsewhere: 4.7★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 13 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 (100%, 0.0d) · 2026-08-18 (100%, 0.0d) · 2026-08-21 (100%, 0.0d) · 2026-08-24 (100%, 0.0d) · 2026-08-28 (100%, 0.0d) · 2026-08-31 (100%, 0.0d) · 2026-09-03 (100%, 0.0d) · 2026-09-06 (100%, 0.0d) · 2026-09-09 (100%, 0.0d) · 2026-09-12 (100%, 0.0d) · 2026-09-15 (100%, 0.0d) · 2026-09-24 (100%, 0.0d).
Severity: 13% 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.
19% of its 197 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: not as described makes up 44% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 364 of this company’s 998 Trustpilot reviews (36%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about kate & tom's?
Not as described
10 reports · 44% of complaints“this total lack of communication between the managing organisation and their portfolio is appallingly unprofessional.”
2 readers marked this review helpful on Trustpilot.
“the pool would never work as a part was needed offered us a refund of £1000.”
1 reader marked this review helpful on Trustpilot.
“we had not been told about the helicopter rides”
The company replied on 2026-07-13: “Hello Stephen, We're pleased to hear you enjoyed the property's facilities and that our housekeeper made a positive impression. We're so sorry to that hear aspects of your stay did not meet your…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
7 reports · 30% of complaints“this total lack of communication between the managing organisation and their portfolio is appallingly unprofessional.”
2 readers marked this review helpful on Trustpilot.
“they don’t pick up the phone and SLOW reply to emails”
2 readers marked this review helpful on Trustpilot.
“none of whom seem to read previous emails”
1 reader marked this review helpful on Trustpilot.
Support unreachable
4 reports · 17% of complaints“they don’t pick up the phone and SLOW reply to emails”
2 readers marked this review helpful on Trustpilot.
“got no response from the contact number provided”
The company replied on 2024-10-14: “We're really sorry to hear about the issues you experienced with the Wi-Fi and communication with the property owner during your stay. As an agent, we always do our best to support our guests, so…”
Our classifier read this reply as a deflection.
“completely unable to get through to anyone on the phone”
Refunds delayed
3 reports · 13% of complaints“You have taken over a week to get the security deposit back into my bank”
The company replied on 2025-11-11: “Hello Ron, Thank you for taking the time to share your feedback and for your kind words about the property and its owner, we’re delighted to hear that you enjoyed your stay at The Willows. We’re…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Slow in returning deposit”
The company replied on 2025-07-07: “Hello Paul, Thank you for your feedback following your stay at Fring Hall, We're really sorry to hear there was a delay in returning your deposit. We always aim to make the process as smooth and…”
Our classifier read this reply as a template response.
“got no response from the contact number provided”
The company replied on 2024-10-14: “We're really sorry to hear about the issues you experienced with the Wi-Fi and communication with the property owner during your stay. As an agent, we always do our best to support our guests, so…”
Our classifier read this reply as a deflection.
Refund refused
2 reports · 9% of complaints“the pool would never work as a part was needed offered us a refund of £1000.”
1 reader marked this review helpful on Trustpilot.
“the owner and the company declined the request and there was no refund in whole or in part.”
Billing errors
2 reports · 9% of complaints“after taking £975 deposit for 4 months they turn around and say ‘sorry , it’s double booked, you can’t come’.”
The company replied on 2025-06-30: “Hello Mark, We are truly sorry that your stay was unable to proceed as planned and deeply regret the impact this has had on such an important celebration. We understand how disappointing this…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“You have taken over a week to get the security deposit back into my bank”
The company replied on 2025-11-11: “Hello Ron, Thank you for taking the time to share your feedback and for your kind words about the property and its owner, we’re delighted to hear that you enjoyed your stay at The Willows. We’re…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
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 2026-09-20.