Marks Electrical: most-reported complaints
Automated analysis of 1,741 public Trustpilot reviews published 2026-07-26 to 2026-09-26. TrustScore 4.8 from 122,096 total reviews — see the Trustpilot page. Quick answer: is Marks Electrical legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that customer support is unhelpful, accounting for 43% of the 194 complaints identified in the analysis period. Faulty products and late deliveries are also frequent concerns, cited in 30% and 28% of complaints respectively. Additionally, 19% of reviewers reported that their deliveries failed to arrive. The trend for these issues has remained flat throughout the reviewed timeframe.
How to reach Marks Electrical
These are the contact details Marks Electrical publishes on its Trustpilot profile, as of our last check on 2026-09-27 — phone 0116 2 514 513, email [email protected], address Boston Road, Leicester, LE4 1AU, GB.
The company claimed its Trustpilot profile on 2014-06-23, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. Trustpilot ranks it 31 of 130 in Appliance Store. We last checked this profile on 2026-09-27 and found 200 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 66 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: “Marks Electrical TV wall mounting – unsafe install and refused reimbursement”, “E: 30/11 Win A CDA FWC152BL Wine Cooler with Marks Electrical (FB)”, “E: 21/12 12:00pm Samsung Series 6 UE50KU6000 50" 4K UHD Television (FB, Daily)”.
Elsewhere: 3.7★ on Google (4,020 reviews) · 0.0★ App Store (0) · 4.9★ on Feefo (25,796) — a 1.1-star gap between its Trustpilot and Google scores.
TrustScore over time
4.8 → 4.8 across 9 census measurements since 2026-08-31. 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: 2026-08-31 (97%, 2.5d) · 2026-09-05 (96%, 2.7d) · 2026-09-08 (96%, 2.7d) · 2026-09-11 (96%, 2.8d) · 2026-09-14 (98%, 2.8d) · 2026-09-17 (96%, 2.8d) · 2026-09-20 (95%, 2.8d) · 2026-09-23 (96%, 2.9d) · 2026-09-27 (98%, 3.0d).
Severity: 30% of this company’s 194 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, 65% of 65 one-to-three-star reviews were 1★; in September 2026, 77% of 103.
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 2.6 days between the experience and publishing their negative review (688 reviews record both dates).
What their policy promises
support availability: WhatsApp
“We can help you with both customer services & sales enquiries”
support availability: when item is back in stock
“Enter your details below and we'll let you know as soon as this item is back in stock.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-08-31.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
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 604 negative reviews that received a public reply, the median wait was 1.9 days — the company profile reports an average of 3 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 604 company replies to negative reviews analysed, 42% engaged with the specific problem and 48% were generic templates.
Review provenance: 657 company-invited reviews in the recent window average 4.78★, while 871 organic (uninvited) reviews average 4.78★.
34% of its 1514 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: support unhelpful makes up 43% of this company’s complaints vs a 18% median across 164 ranked companies in its sector.
Review velocity: 18,107 of this company’s 122,096 Trustpilot reviews (15%) were written in the last 12 months.
What are the most common complaints about Marks Electrical?
Support unhelpful
83 reports · 43% of complaintssteady“We ordered a AC Unit and it never arrived”
The company replied on 2026-07-28: “Good morning Amanda, Thank you for taking the time to review your experience. Unfortunately, there has been a delay with the manufacture shipping the stock to us. We have updated the system and all…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Fridge freezer damaged when delivered, the outside package had a massive dent and evident there was damage”
The company replied on 2026-07-28: “Good morning Donna Smith, Thank you for taking the time to review your experience. We are sorry to learn your appliance arrived damaged. We would like to assure you that we do carry out a form of…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
4 readers marked this review helpful on Trustpilot.
“Spent £750 on a smoker/bbq 2 months ago now and still unable to use.”
The company replied on 2026-08-16: “Hello , Thank you for taking the time to leave a review and we’re sorry to hear about the issues with your new BBQ. We’ve tried to call you today to discuss the review and address your concerns with…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Faulty product
59 reports · 30% of complaintssteady“Marks have not budged at all, have flat refused a return”
The company replied on 2026-08-28: “Good Morning, Fraser J We are truly sorry to hear of your disappointment and the issues you've encountered with your recent purchase. We understand how frustrating it must be to receive a damaged…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Spent £750 on a smoker/bbq 2 months ago now and still unable to use.”
The company replied on 2026-08-16: “Hello , Thank you for taking the time to leave a review and we’re sorry to hear about the issues with your new BBQ. We’ve tried to call you today to discuss the review and address your concerns with…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
“Ordered a washing machine which is faulty and has caused damage to a neighbouring property”
The company replied on 2026-07-28: “Good morning Winnie, Thank you for taking the time to review your experience. We are sorry to learn your appliance is faulty and has caused damage to the property. We have requested some additional…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Delivery late
54 reports · 28% of complaintssteady“Go forward 2 months no refund even after numerous emails”
The company replied on 2026-08-23: “Thank you for sharing your experience. We sincerely regret the issues you encountered with your delivery and the subsequent delay in processing your refund. We understand your frustration and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“Delivery was very late. They damaged our property during delivery and refused to accept responsibility.”
The company replied on 2026-08-16: “We are truly sorry to hear about your extremely disappointing experience. We understand your frustration regarding the late delivery, the damage to your property, and the poor customer service you…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
“failed to deliver our item that was booked on a Thursday for a Sunday delivery”
The company replied on 2026-07-31: “Good morning Steve G, Thank you for taking the time to review your experience. We are sorry to learn you are disappointed with the service you have received. Upon reviewing your review, I can confirm…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
Delivery failed
37 reports · 19% of complaintssteady“We ordered a AC Unit and it never arrived”
The company replied on 2026-07-28: “Good morning Amanda, Thank you for taking the time to review your experience. Unfortunately, there has been a delay with the manufacture shipping the stock to us. We have updated the system and all…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Fridge freezer damaged when delivered, the outside package had a massive dent and evident there was damage”
The company replied on 2026-07-28: “Good morning Donna Smith, Thank you for taking the time to review your experience. We are sorry to learn your appliance arrived damaged. We would like to assure you that we do carry out a form of…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
4 readers marked this review helpful on Trustpilot.
“It transpired that APC, Marks Electrical’s chosen courier, had delivered the unit to a completely random address approximately four miles away.”
The company replied on 2026-08-16: “Hello Joel A, Thank you for taking the time to leave a review and we’re sorry to hear about the issues with the delivery of your air conditioning unit. We’ve tried to call you today to discuss the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
3 readers marked this review helpful on Trustpilot.
Support unreachable
28 reports · 14% of complaintssteady“Called their customer support on Saturday 18:47 (a bit later in the day, fair enough) and Sunday at least 4 times; no one picked up.”
The company replied on 2026-08-27: “Good morning, Thank you for taking the time to share your experience. I am truly sorry to hear about the difficulties you encountered with your delivery and subsequent interactions with our customer…”
Our classifier read this reply as a deflection.
3 readers marked this review helpful on Trustpilot.
“Failed to collect old fridge freezer despite paying”
2 readers marked this review helpful on Trustpilot.
“customer service is completely ignoring us with zero response”
The company replied on 2026-08-13: “Hi Kameliya Thank you for taking the time to leave a review. We are sorry to hear there has been an issue with your new TV arriving damaged. So we can look further into this for you I have requested…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Refund refused
16 reports · 8% of complaintssteady“Marks have not budged at all, have flat refused a return”
The company replied on 2026-08-28: “Good Morning, Fraser J We are truly sorry to hear of your disappointment and the issues you've encountered with your recent purchase. We understand how frustrating it must be to receive a damaged…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Ordered a washing machine which is faulty and has caused damage to a neighbouring property”
The company replied on 2026-07-28: “Good morning Winnie, Thank you for taking the time to review your experience. We are sorry to learn your appliance is faulty and has caused damage to the property. We have requested some additional…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“unable to return the unopened item for store credit.”
The company replied on 2026-08-13: “Hi Rachel, Thank you for taking the time to leave a review. We are sorry to hear there has been an issue with returning an unwanted item over 14 days. So we can look further into this for you I have…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Compare Marks Electrical 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 2026-09-27.