Not as described
The item or service was materially different from how it was advertised.
13,877complaints of this kind in the census
831companies affected
17%graded severe
Where you stand
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Advertising that misleads can also breach the advertising codes.
General information about consumer rights in the UK, not legal advice for your situation.
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
- Advertising Standards Authority — For advertising that is misleading — the ASA rules on the advert, it cannot get your money back.
What people actually describe
“The hotel and rooms are not represented accurately. The hotel is old and needs repair”
“The plumbing in the bathroom wasn't great. The shower was rigged and needed repair”
“Your site let me reserve 4 seats but 3 weren't available, but you didn't tell me this until after I paid for the flights.”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Halara | 705 | 28% |
| TeePublic | 637 | 38% |
| Jet2holidays | 583 | 31% |
| On the Beach | 482 | 25% |
| Villa Plus | 371 | 60% |
| World of Books | 367 | 32% |
| loveholidays UK | 315 | 23% |
| TUI UK & Ireland | 312 | 25% |
| Cotton Traders | 296 | 24% |
| StockX | 274 | 13% |
| OnBuy.com | 272 | 21% |
| Shop LC | 226 | 24% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.