Thankbox: most-reported complaints
Automated analysis of 282 public Trustpilot reviews published 2022-09-21 to 2026-09-09. TrustScore 4.7 from 1,149 total reviews — see the Trustpilot page. Quick answer: is Thankbox legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues categorized as 'Other,' accounting for 33% of the 67 identified complaints. Overcharging is the next most frequent concern, cited in 16% of complaints, with users expressing dissatisfaction with recipient withdrawal fees. Support accessibility is also a notable issue, representing 13% of complaints and showing a rising trend. Additionally, 12% of complaints relate to account or app problems, such as users being banned without clear cause.
How to reach Thankbox
These are the contact details Thankbox publishes on its Trustpilot profile, as of our last check on 2026-09-24 — it publishes no phone number there, email [email protected], address 5 South Charlotte Street, Edinburgh, EH2 4AN, GB.
The company claimed its Trustpilot profile on 2022-01-04, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-10. Trustpilot ranks it 28 of 41 in Greeting Card Shop. We last checked this profile on 2026-09-24 and found 4 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 0 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.
Elsewhere: 5★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 across 11 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: 2026-08-18 (100%, 2.0d) · 2026-08-24 (100%, 2.0d) · 2026-08-27 (100%, 2.0d) · 2026-09-03 (100%, 2.1d) · 2026-09-08 (100%, 2.1d) · 2026-09-12 (100%, 1.9d) · 2026-09-15 (100%, 1.9d) · 2026-09-18 (100%, 1.9d) · 2026-09-21 (100%, 1.9d) · 2026-09-24 (100%, 1.9d).
Severity: 16% of this company’s 67 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.1 days between the experience and publishing their negative review (73 reviews record both dates).
What their policy promises
refund window: 365 days
“Recipients have 365 days from receipt of a Thankbox to claim their Gift Option from Tremendous.”
refund window: 365 days
“If a Gift Option is not claimed within 365 days we reserve the right to donate the funds contributed to a Thankbox to a charity of our choice and no refund or compensation will be given.”
refund window: 24 months
“Where there is inactivity with your gifting wallet for over 24 months, we will automatically arrange for a refund to you.”
refund window: refund if payment made
“If we are unable to accept your order or supply our products and services to you, we will inform you of this in writing and will not charge you or will refund you if a payment has already been made.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. 2 changes detected since we started watching on 2026-09-01:
- 2026-09-15: +138/-86 lines; added: E-cards | * Birthday; removed: * | + Leaving cards (snapshot)
- 2026-09-08: +6/-6 lines; added: * I have used and been gifted Thankbox a number of times and it's great! | — Karen; removed: * So easy to set up and send the link to everyone | — Emma (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 70 negative reviews that received a public reply, the median wait was 0.2 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 70 company replies to negative reviews analysed, 56% engaged with the specific problem and 20% were generic templates.
Review provenance: 208 company-invited reviews in the recent window average 4.78★, while 23 organic (uninvited) reviews average 4.35★.
58% of its 202 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: other makes up 33% of this company’s complaints vs a 13% median across 91 ranked companies in its sector.
Review velocity: 223 of this company’s 1,149 Trustpilot reviews (19%) were written in the last 12 months.
What are the most common complaints about Thankbox?
Other
22 reports · 33% of complaintssteady“tried emailing thank box customer support explaining my problems never had a reply”
The company replied on 2026-03-26: “Hello Andrew - we had multiple email exchanges with you and tried several times to explain how the gift redemption process works. At the end we refunded you the money. I'm sorry you had a poor…”
Our classifier read this reply as a substantive response.
It promised: refund.
“6 weeks on and no resolution or anyone accepting responsibility”
The company replied on 2025-12-17: “Hey Christine, I am so sorry to hear you're having issues with your Mastercard. Can you please contact us at [email protected] and we can see if there's anything we can to help. Kind regards,…”
Our classifier read this reply as a template response.
“The service promised is an illusion.”
The company replied on 2026-09-10: “Hey there - I'm sorry to hear you're having issues with your gift choice. Please get in touch with us at [email protected] and we'll help you out.”
Our classifier read this reply as a template response.
Overcharging
11 reports · 16% of complaintssteady“the recipient has to pay a 4% charge to withdraw their money as cash feels like a scam.”
The company replied on 2026-04-01: “Hello Paddy, Thank you for your review. To be clear - the option to withdraw the money to a bank account is a service we are charged a premium for which is why there's an additional fee. There's no…”
Our classifier read this reply as a substantive response.
“Virtual cb not working PayPal conversion 3% fées”
“Having to pay further for the service (£5) is ridiculous”
The company replied on 2025-07-04: “Hey there, £4.99 is our standard price for sending a Thankbox so not sure what you mean by "further" - we add no additional costs on top of that to send a Thankbox.”
Our classifier read this reply as a deflection.
Support unreachable
9 reports · 13% of complaintsrising since 2025-05“tried emailing thank box customer support explaining my problems never had a reply”
The company replied on 2026-03-26: “Hello Andrew - we had multiple email exchanges with you and tried several times to explain how the gift redemption process works. At the end we refunded you the money. I'm sorry you had a poor…”
Our classifier read this reply as a substantive response.
It promised: refund.
“I replied to Val and there is no response from him wven after 24 hrs.”
The company replied on 2025-09-08: “Hi Jay, Val from Thankbox here. We reached out to you by email as well. I do apologise - it looks like we have made a mistake in this case and you had a legitimate use. I hope you understand - we…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“I got a gift card that I am still unable to use after three months.”
The company replied on 2025-08-30: “Hi Becca, I'm sorry to hear you're having issues with your gift. Our customer support line isn't AI based so you must have not reached out to us directly, but rather the card issuing company. I've…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Account/app problems
8 reports · 12% of complaintssteady“sender (My friend) was ip banned for doing nothing”
The company replied on 2026-05-11: “Hello there, Apologies if you believe this was in error. However, we take our security and fraud prevention seriously and are constantly vigilant of attempts which go against our terms of use. In…”
Our classifier read this reply as a deflection.
“does everything in its power for you not to be able to access your funds.”
The company replied on 2025-02-24: “Hi Sabrina, I'm sorry about your issues with your card. I'm glad we managed to resolve it for you. This is a 3rd-party supplier that we will be reviewing our future work with to minimise situations…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“Issue that organiser of the card cannot extract the money to use for gifts purchased by outside of Thankbox.”
The company replied on 2026-05-02: “Hey Steven, Thank you for leaving a review and your feedback. We are working on a way to let organisers access the funds in the future. In fact you can already do that if you email us at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
7 reports · 10% of complaintsrising since 2025-05“sender (My friend) was ip banned for doing nothing”
The company replied on 2026-05-11: “Hello there, Apologies if you believe this was in error. However, we take our security and fraud prevention seriously and are constantly vigilant of attempts which go against our terms of use. In…”
Our classifier read this reply as a deflection.
“they've just brushed it off with a standard set reply - shocking”
The company replied on 2025-07-30: “Hi Mike, Thank you for sharing your feedback! We’re extremely sorry to hear about your experience with the physical prepaid Mastercard and we have reached out to you via email to help resolve the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The system is designed for you to give up and for them to keep the money.”
The company replied on 2025-02-13: “Hey Fran, I am so sorry to hear you've had such a bad experience getting your gift as a prepaid card. Please have your husband email us at [email protected] and we can do our best to reissue his…”
Our classifier read this reply as a substantive response.
It promised: refund.
Delivery failed
5 reports · 8% of complaintssteady“they've just brushed it off with a standard set reply - shocking”
The company replied on 2025-07-30: “Hi Mike, Thank you for sharing your feedback! We’re extremely sorry to hear about your experience with the physical prepaid Mastercard and we have reached out to you via email to help resolve the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Don't get the gift card and the sender was not refunded”
The company replied on 2024-07-08: “Hey Felipe, Your amount was fully refunded yesterday. Your usage was deemed fraudulent by our risk protection system and the amount was fully refunded on the same day you attempted it. Please verify…”
Our classifier read this reply as a substantive response.
It promised: refund.
“I never received the gift card.”
The company replied on 2024-07-29: “Hi Julie - we've just emailed you to follow up on this - could you please get back to us so we can track down your gift card? We always want to make sure they arrive correctly and we'll find yours -…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
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 2026-09-12.