Retail in the UK: the complaint league
Online and high-street shopping, clothing and goods. Ranked by the share of recent Trustpilot reviews our census classified as complaints, for companies operating in the UK with at least 50 recent reviews analysed.
Most-reported issues across this sector: Delivery failed (5975) · Faulty product (5839) · Support unhelpful (5298) · Delivery late (5086) · Support unreachable (3630) · Not as described (2912) · Refunds delayed (1874) · Other (1796)
| # | Company | TrustScore | Complaint rate (recent) | Complaints found | Top reported issue | Official record |
|---|---|---|---|---|---|---|
| 1 | TomTom | 1.2 | 97% | 115 | Support unreachable | — |
| 2 | Urban Outfitters | 1.4 | 96% | 98 | Delivery failed | — |
| 3 | Carter's | 1.3 | 94% | 94 | Delivery failed | — |
| 4 | Active.com | 1.4 | 93% | 63 | Subscription trap | — |
| 5 | The North Face | 1.3 | 92% | 115 | Faulty product | — |
| 6 | Brooks Brothers | 1.7 | 89% | 92 | Support unhelpful | — |
| 7 | DeviantArt | 1.5 | 89% | 94 | Account/app problems | — |
| 8 | Percival | 2.4 | 88% | 526 | Refunds delayed | — |
| 9 | Asda | 1.4 | 87% | 601 | Other | — |
| 10 | Tamaris | 1.5 | 87% | 73 | Faulty product | — |
| 11 | SoundCloud | 1.4 | 86% | 103 | Support unreachable | — |
| 12 | John Lewis | 3.8 | 84% | 1,136 | Support unhelpful | — |
| 13 | Apple | 1.6 | 83% | 557 | Support unhelpful | — |
| 14 | CREATE | 3.4 | 80% | 115 | Support unreachable | — |
| 15 | Formula 1 | 1.4 | 79% | 81 | Support unhelpful | — |
| 16 | iRobot | 1.8 | 78% | 90 | Faulty product | — |
| 17 | Moss | 2.6 | 71% | 88 | Support unhelpful | — |
| 18 | Last.fm | 1.6 | 68% | 39 | Other | — |
| 19 | Nexus Mods | 1.5 | 60% | 75 | Account/app problems | — |
| 20 | Bubblecitea | 3.1 | 52% | 32 | Faulty product | — |
| 21 | Malford of London | 2.4 | 51% | 31 | Support unreachable | — |
| 22 | YouTube | 1.4 | 48% | 309 | Other | — |
| 23 | Emma Sleep UK | 3.3 | 39% | 319 | Support unhelpful | — |
| 24 | Carhartt Work In Progress | 3.9 | 34% | 207 | Support unhelpful | — |
| 25 | RS Electrical Supplies | 3.5 | 34% | 63 | Delivery late | — |
| 26 | egg Stroller UK | 3.7 | 34% | 34 | Faulty product | — |
| 27 | uk.vtoman | 3.5 | 30% | 53 | Faulty product | — |
| 28 | Crumpler UK | 2.1 | 28% | 45 | Support unreachable | — |
| 29 | Hive | 4.1 | 27% | 914 | Faulty product | — |
| 30 | Wayfair UK | 3.9 | 23% | 1,288 | Delivery failed | — |
| 31 | Jessops | 4.4 | 23% | 119 | Delivery late | — |
| 32 | Gianfranco Ferre | 3.9 | 23% | 23 | Faulty product | — |
| 33 | Fohen | 4.1 | 22% | 325 | Faulty product | — |
| 34 | The Fold London | 4.2 | 22% | 23 | Refunds delayed | — |
| 35 | K-Sport UK Ltd. | 4.2 | 22% | 24 | Faulty product | — |
| 36 | Footasylum | 4.3 | 22% | 1,536 | Delivery failed | — |
| 37 | Premier League | 3.5 | 20% | 20 | Other | — |
| 38 | Rotary Watches | 4.2 | 20% | 22 | Faulty product | — |
| 39 | Simba Sleep | 4.3 | 18% | 253 | Faulty product | — |
| 40 | Next | 4.3 | 18% | 1,588 | Delivery late | — |
| 41 | END. | 4.3 | 18% | 774 | Delivery failed | — |
| 42 | Disturbia | 4.4 | 18% | 533 | Delivery failed | — |
| 43 | Morphy Richards UK | 4.3 | 17% | 363 | Faulty product | — |
| 44 | Naissance | 4.4 | 16% | 171 | Delivery failed | — |
| 45 | Regatta Garden Furniture | 3.7 | 15% | 75 | Support unhelpful | — |
| 46 | Izabel London | 4.4 | 15% | 15 | Not as described | — |
| 47 | Appliances Direct | 4.3 | 14% | 742 | Delivery late | — |
| 48 | PRIMA Leisure | 4.3 | 14% | 239 | Delivery late | — |
| 49 | The Conran Shop | 4.6 | 14% | 75 | Delivery late | — |
| 50 | GO Outdoors | 4.5 | 14% | 1,387 | Delivery failed | — |
| 51 | Goodhood | 4 | 14% | 16 | Delivery failed | — |
| 52 | Nominal | 4.6 | 13% | 14 | Delivery failed | — |
| 53 | Vonhaus | 4.3 | 13% | 614 | Faulty product | — |
| 54 | NutriPaw | 4.2 | 12% | 477 | Subscription trap | — |
| 55 | Allscreens Nationwide Ltd | 4.5 | 12% | 7 | Support unhelpful | — |
| 56 | Cotton Traders | 4.4 | 11% | 1,226 | Not as described | — |
| 57 | World of Books | 4.6 | 9% | 1,131 | Not as described | — |
| 58 | A1 Tech Deals | 4.7 | 9% | 574 | Delivery failed | — |
| 59 | Atolea Jewelry | 4.7 | 8% | 198 | Faulty product | — |
| 60 | Purely Shutters | 4.2 | 8% | 8 | Support unhelpful | — |
All UK retail companies in the census, A–Z
158 companies with evidenced complaints in this sector. The league above ranks only those with at least 50 recent reviews analysed; this list is everyone.
- 77 Diamonds
- A1 Tech Deals
- Active.com
- Alice Made This
- Allscreens Nationwide Ltd
- APC Workwear
- Apple
- Appliances Direct
- arlec.co.uk
- Artisan
- Asda
- Atolea Jewelry
- Bawbags
- Belstaff
- Bennetts of Derby
- Big C Supercenter
- bleachlondon.com
- BMC Switzerland
- bohobuffalo.com
- Boots n Pieces
- Boutique Camping
- BQ Watches
- BQR
- Brixbox
- Brooks Brothers
- Bubblecitea
- Butler & Wilson
- Cambridge University Press
- Carhartt Work In Progress
- Carter's
- Castleberg Outdoors
- Cotton Traders
- Countryside Ski & Climb
- CREATE
- Crumpler UK
- CTD Tiles
- Cubus Official
- Daniella Draper
- Denney Diving - Diving Direct
- DeviantArt
- Dexam
- Disturbia
- E Sheesh
- egg Stroller UK
- Emma Sleep UK
- END.
- Express Golf
- First Class Watches
- Fivefinger Urbanwear Ltd
- Flashbay
- flatspot
- Focused Fashion
- Fohen
- Footasylum
- Formula 1
- Future Electronics
- Gap
- GEX.co.uk
- Gianfranco Ferre
- Gladstones Jewellers
- GO Outdoors
- Godrej & Boyce Manufacturing. Co. Ltd.
- Golf Online • Golf Shop • #GoingThatExtraYard
- Goodhood
- Greaves Sports
- Harts Of Stur
- Hearbase
- heavenlydesserts.co.uk
- Hive
- Hobbii
- Hobo Jack
- Hurst Iw
- Icon UK
- Inscripture Memorial Jewellery
- Interstate Batteries
- Inverurie Whisky Shop
- iRobot
- Islander UK
- Izabel London
- Jessops
- John Greed Jewellery
- John Lewis
- Jolly Tots
- Joseph Joseph
- K-Sport UK Ltd.
- Kite Clothing
- Last.fm
- Love Follow Conquer
- Maia Gifts
- Malford of London
- Manchester City
- Marks Electrical
- Mastershoe
- Morphy Richards UK
- Moss
- Naissance
- Next
- Nexus Mods
- Nomadicleisure
- Nominal
- Nordikota Print & Embroidery
- NutriPaw
- Peacock Watches
- Percival
- Petruth Paddocks Camping
- Potters Cookshop
- Pound Fabrics
- Premier League
- PRIMA Leisure
- Propermusic.com
- Purely Shutters
- Regatta Garden Furniture
- rollupbanner.com
- Rotary Watches
- RS Electrical Supplies
- rst-moto.com
- Run North West
- Ruroc
- RxSport
- Saltrock Clothing
- Screwdriver Flatpack
- Scuderia Car Parts
- Simba Sleep
- Skopes Menswear
- SockPanda
- SoundCloud
- Spoke and Solace
- Stages Cycling
- Stones Boatyard Ltd
- Sturdy By Design
- Swallowaquatics
- TacTree
- Tamaris
- Thankbox
- The Bead Shop Manchester
- The Conran Shop
- The Fold London
- The North Face
- TomTom
- Tower
- Ucc Coffee
- uk.vtoman
- Union 22
- Urban Outfitters
- USB2U
- Uttings
- Vollebak
- Vonhaus
- Wallace Allan
- Wayfair UK
- Welly Warehouse
- Whisky International
- William May Jewellers
- William Wood Watches
- World of Books
- World of Wool
- www.thegoldenboot.co.uk
- YouTube
Complaint rate = complaints identified per recent reviews analysed in our census window; it is not an official complaints statistic. Companies below 50 analysed recent reviews are not ranked. See the US table for this sector.