As a first time user, the overall customer service provided by Utility Gifts left a positive impression. Ordered Poorly Explained Movies (game) Lots of fun! Clever clues, and the wide selection of mo... Se mere
Virksomheden har svaret
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Se, hvad kunderne siger
From Utilitygifts.co.uk i ordered 4 gifts on 3/12/25 i paid extra for next day delivery.My order never arrived yesterday 4/12/25 so i phoned Utility gifts and spoke to Chloe who told me although i'd... Se mere
Virksomheden har svaret
Excellent service, I purchased 2 pairs of sunglasses that I couldn’t find available from the manufacturer in the UK. Delivery was fast and well communicated , product was well packaged and sunglasses... Se mere
Virksomheden har svaret
I found this store in Liverpool and loved it. I can not get there easily so I am happy I can shop there easily online. Lovely website, effective and easy to use. Fab array of gifts and something for... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
At Utility we have a passion for finding the new, unique, quirky cool and very best in design for gifting and pure self indulgence. We pride ourselves on being different, offering our customers an original shopping experience and being the go-to place for designs people will love. We’re also independent – we have no big shareholders to answer to and each team member is highly valued as part of the Utility family. We hope this shows in the exceptional service we always strive to achieve. Thank you for supporting us and keeping it local! We've also got a furniture, lighting & homeware side of the business which can be found at utilitydesign.co.uk
Kontaktoplysninger
14A Compass West, Spindus Road, L192QR, Liverpool, Storbritannien
- 01514949412
- sales@utilitygift.co.uk
- www.utilitygift.co.uk
4,4
Fremragende
95 anmeldelser
Har besvaret 100 % af deres negative anmeldelser
Svarer typisk inden for 24 timer
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Item came quickly and was well packed.
Item came quickly and was well packed.
Would definitely recommend this company.
7. november 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Thanks so much Louise for this review.
Best wishes,
Richard
I ordered a hard to get Jellycat for my…
I ordered a hard to get Jellycat for my daughter ready for Christmas and it arrived super quick and was well packaged! Thank you so much - I would definitely recommend Utility Gift Store! ⭐️
3. november 2025
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Besvarelse fra Utility Gift Store
Hi Vicky and thank you for this - a lovely start to our week!
Best wishes,
Richard
Good quality gift
Good quality gift delivered quickly and without issue - I have bought this as a Christmas gift but would recommend for last minute purchases too
5. november 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello and thank you Conor for this review - it's truly appreciated.
Best wishes,
Richard
My snow bunny jellycats came from this…
My snow bunny jellycats came from this site, promptly and well packaged. Genuine site.
22. oktober 2025
Uopfordret anmeldelse
Fabulous experience
Fabulous experience. Ordered two Jellycats in a matter of days and both arrived in perfect condition and within 2 to 3 days
14. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Thank you Toria for taking the time to review us.
Best wishes
Richard
Super service and communication
I bought my daughter a birthday gift and needed to have it processed and delivered swiftly. The service, communication and all round experience was delightful.
15. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hi Marco and thank you for this review. It's really appreciated by the whole team here.
Best wishes,
Richard
Fantastic experience
Fantastic experience. Ordered two Jellycats, order process was simple and easily done. Delivery was speedy and communication great. The Jellycats arrived perfectly packaged and are beautiful!
Very happy and would highly recommend this company, I will definitely be purchasing from them again.
Thank you! 🤩
26. september 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Thank you for taking the time to review us. It's truly appreciated. A lovely way to start a Tuesday morning!
Best wishes
Richard
Speedy delivery and excellent packaging.
Speedy delivery and excellent packaging.
15. oktober 2025
Uopfordret anmeldelse
I purchased a bag there and I requested…
I purchased a bag there and I requested for a refund after i returned the bag to them. I sent few emails to them regarding the refund, they have read those messages but didn't reply. I am really not satisfied with their service.
8. oktober 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello - I can see that your order was placed on 15th September and dispatched on a next-day delivery service, with a request for delivery on 22nd September. You contacted us on 24th September regarding a return, and Chloe sent you the returns information the same day. The bag arrived back with us yesterday and your refund was processed immediately.
We have checked all our emails and have only received and responded to the ones you have sent. We appreciate your patience throughout the process, and we’re glad we could resolve this promptly for you.
Best wishes, Richard
Impressed!
I don’t usually write reviews, but after all the negative ones for this company I felt I had to share my experience.
I wanted some mugs and after much searching Utility Gift co uk was the only site that stocked all the ones I wanted. I was hesitant to place an order with them due to the negative reviews, but my desire for the items outweighed my concern so I went ahead.
I signed up for the discount added my items and proceeded to the checkout. Entered the discount code which was instantly applied plus I qualified for free shipping.
I have to say I have been extremely happy with this company and the whole process. Ordering and getting the discount was simple. I was regularly updated about the progress of my order and delivery details. I placed the order on Wednesday afternoon and received the goods today. On top of all that the mugs were really well packaged and protected to ensure they were delivered in one piece.
One happy customer here! 😃
26. september 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello Cassie and thank you for taking the time to write such a comprehensive review. Reviews are not something we actively court on the gift website and invariably customers who feel they are have had a poor experience with us are much more inclined to leave a bad reviews. As such your review is hugely appreciated.
Thank you for your order and we hope to welcome you back again soon.
Best wishes,
Richard
What a Scam – Avoid This Company Like the Plague
Absolutely awful company to deal with. They dangle a 10% discount if you sign up for their newsletter - only to sneak in hidden exclusions that aren’t clearly stated anywhere. Classic bait-and-switch garbage.
I placed an order on Sunday thinking I was getting the offer. Contacted them Monday to clarify and was greeted by one of the rudest people I’ve ever encountered - some smug guy bragging about being “in business for 25 years.” Congrats, mate. Maybe year 26 is when you figure out how to speak to customers without sounding condescending and arrogant.
I’ve now requested a refund and can only hope it’s handled with more competence and professionalism than anything else I’ve experienced so far. Not holding my breath.
This company is a joke - dishonest promotions, appalling customer service and zero sense of responsibility. Shop literally anywhere else.
If I’d seen the reviews on Trustpilot first, I wouldn’t have gone near them. Learn from my mistake.
RESPONSE TO SELLERS REPLY:
I did sign up to the newsletter and have the confirmation email. I did not quote “utilityguest” - please listen back to the call before making assumptions. Here is a copy of my email:
“On website it is advertised if you sign up to the website you get 10% off items not on sale. I signed up and entered the code UTILITYGIFT for 10% off but it hasn’t applied. Can you please refund me £5.20?
This was sent to your company 1/6/2025 at 16.14.”
I’ve now resent the email for the third time, as I won’t allow a company to misrepresent the situation on a public platform!
Your accusation of bullying is false and unprofessional. Expressing frustration over an unclear website is not bullying nor threatening.
Regarding Trustpilot: reviews are verified before publishing, which explains the delay - not deception. Your 2.6/5 rating speaks for itself.
Also, if certain brands are excluded from discounts, this should be clearly stated on the product page and newsletter sign up page - not buried in Terms & Conditions. That’s basic transparency.
Please stop deflecting and take accountability.
2. juni 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello - I’d like to take this opportunity to clarify a few details regarding your order and our policies.
We do offer a discount code when customers sign up to our mailing list. This information is clearly outlined in both the welcome email sent upon sign-up and in our website’s Terms & Conditions (section 14), which state that (a) some brand exclusions apply—including Jellycat—and (b) discounts cannot be applied retrospectively.
In reviewing our database, we could not find any record of your email being subscribed to our newsletter. Additionally, the code you quoted—"utilityguest"—is not one we’ve ever issued or promoted. While we understand there may have been some confusion, the order was placed without a valid code applied at checkout, which is the standard procedure for most e-commerce platforms.
Regarding our interaction, I did issue a refund shortly after our phone call—within about 10 minutes—and well before this review was posted. Our company takes pride in offering respectful and fair service to all of our customers. While we understand that misunderstandings can occur, we always aim to resolve issues in a calm and constructive manner. There were 5 other individuals listening to my response to you on the phone who concur this was undertaken in this manner.
We value open and respectful communication, and while we appreciate that this matter concerns a relatively small amount, we believe that fairness should go both ways. Had the situation been approached differently, we may have been happy to review the request more flexibly, but we do stop at threatening or bullying behaviour to all our team members.
While every customer is entirely entitled to share their experience through a review, we’d like to mention that we have never actively solicited reviews on our gift website. As someone who operates in e-commerce yourself, you’ll understand that, from time to time, frustrations may lead individuals to leave negative feedback.
That said, with nearly 40,000 transactions processed through our website, the number of critical reviews remains a relatively small proportion. We take all feedback seriously and continue striving to offer a positive experience to every customer.
Best wishes
Utility.
POST RESPONSE NOTE in answer to your points: With respect, we must disagree regarding your claim of signing up to our mailing list. We’ve checked our system thoroughly on three separate occasions and have found no record of your email address used for your order being subscribed. During our call, I also repeated the discount code to you twice, after which you requested a refund—which we processed promptly - but you did not provide the correct code which we would have supplied had you signed up.
You later contacted our head office, and the team member who took your call noted that the tone of the conversation left her feeling uncomfortable due to the level of frustration expressed and the tone of delivery. I experienced a similar tone in my own interaction with you. While perceptions can naturally vary, both my colleague and I felt the same, but we always believe in upholding respectful communication on both sides.
Just to clarify, all Trustpilot reviews are independently verified by Trustpilot and not managed or filtered by us.
Regarding the discount, the brand exclusions are clearly stated in our welcome email (which you would have received upon sign-up, had the subscription been completed) and are also outlined in our website’s Terms & Conditions. We always aim to be transparent with this information to avoid any confusion but appreciate customers do not always read this level of detail.
I appreciate that we may continue to differ in our views of this situation, but I’ve done my best to outline the facts as they occurred. I trust that others reading this review will be able to consider both perspectives and form their own informed opinion. We will leave it here.
Check the small print very carefully
Check the small print very carefully - they have a 14 day returns period but it doesn't appear in the confirmation email or invoice - so don't buy gifts too far in advance!
I wanted to support a small business and exchange a product so they wouldn't lose money but I'll just go for better terms from a larger retailer next time!
4. april 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello - we have asked for further verification with an order number but out terms for return are standard throughout the industry and detailed in our terms and conditions online? You have 14 days to notify us of a desire to return an item with a further 14 days to return it - so returned by day 28 of delivery?
I will contact you via email on this issue.
Richard
Excellent customer service
Excellent customer service, managed to get the bashful birthday bunny (Jellycat) called to confirm that it was definitely going to be sent after seeing one of the reviews on here. The girl I spoke to could not have been more helpful and friendly and the Jellycat arrived the next day. Will definitely order from them again and highly recommend this company
10. marts 2025
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello Laura - thank you so much for taking the time to write this positive review. They always life the whole team's spirits!
Best wishes
Richard
Great service
Really happy with everything, shipping was prompt, communication was great. Would definitely recommend :)
8. november 2024
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Than you for taking the time to write this - its really appreciated!
ordered a bartholemew jelly cat bear…
ordered a bartholemew jelly cat bear large on 48 hour delivery after 6 days called them they apologised and said would be sent next day 2 hours later they called to say they are out of stock aparently they mistook a bathrobe for a teddy bear now they are out of stock everywhere and will have a very disappointed daughter who had her heart set on this for her birthday........dont use these people will let you down !!!
12. november 2024
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello - We deeply regret the experience you’ve had with your recent order and sincerely apologise for any disappointment caused. Due to overwhelming demand, we unfortunately sold out of this item and much faster than anticipated and were unable to get more. In this case, a mix-up in our stock system mistakenly indicated that we still had stock, and we are truly sorry for this error.
We understand how important this gift was for your daughter’s birthday, and we’re sorry we failed in this instance.
Again, we are truly sorry for this disappointment and appreciate your understanding for this error.
Richard
Terrible online customer service
Was disappointed when a backpack I ordered online didn't match the photos shown on the website. Upon requesting a return I was told that the original delivery would be deducted from the refund and that I would have to pay to return the item despite it being mis-sold. It's like talking to a brick wall with sales, for anyone working there, please seek out the email exchange. there is no complaints department or any way to escalate a matter so have had to post here
edit: thanks for the reply, although to prevent more confusion in the future, I think you should update your website to reflect the changes in logo, embroidery etc. as that definitely is nothing to do with my screen
I initially emailed to declare my intent to return to the store as you have to do so within 14 days. to this, the response included:
"We ask that online orders are returned directly to our warehouse"
**not what it currently says in the FAQ's
"If the product arrives back in our warehouse in a damaged or unsaleable condition, we will be forced to refuse the return and will have to charge a re-delivery
fee"
"Please note that the initial delivery charges incurred by us will be deducted from your refund as stated in our terms and condition"
6. februar 2024
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello Nathaniel. Firstly, I’d like to apologise as there seems to have been some confusion looking at the email trail and clearly you have become frustrated by this. It appears we did send the right product but Jess clarified the difference with the imagery you saw on another website as you thought you were getting a different product. As with all products imagery can vary to the actual physical product due to screen settings etc but I confirm the right product was sent. She said you could return it if you did not like it to one of our stores, given you are local, if you could advise her which one and they would, in turn, return it back to the warehouse for processing.
To be clear, there would be no deductions for outward postage if returning it because you also purchased another item. As per our T&Cs delivery would only have been deducted for a returned unwanted item.
If you simply wanted to return it without visiting one of our stores this would be at your own expense.
I hope this clarifies the issue?
Best wishes
Richard
Disappointing Experience with Utility Gift
*posted on behalf of my sister*
I recently had the unfortunate experience of purchasing a bag from Utility Gift, and I must say it has been nothing short of disappointing. From the moment I received my order, it was evident that their commitment to customer satisfaction was lacking.
First and foremost, the item I received was in a deplorable condition. The bag came creased and crumpled and the quality of the product was far from what I had expected.
To make matters worse, when I contacted customer service to report the issue, their response was nothing short of frustrating. They acknowledged the condition of the bag and went to the effort of finding ‘a much less creased bag’ (yes, this is how they described it) from the warehouse. I received the replacement and again, it was not in the condition one would expect when paying for a premium product. Whilst I accept that a bag will crease over time, I do not expect a brand new product to arrive in this condition.
What further compounds my disappointment is their insistence that I cover the cost of returning both these subpar items. It is absolutely baffling that I should be burdened with additional expenses for the substandard quality of the products they stock. If there is a problem with the way the item arrives packaged at your warehouse, it should be your responsibility to take this up with the brand. This policy not only reflects a lack of accountability on their part but also a complete disregard for customer satisfaction.
In summary, my experience with utility gift has been deeply unsatisfactory. The poor quality of the products, their refusal to accept clear defects for what they are, and the insistence on making me pay to return a product which is not in good condition has left me feeling cheated and frustrated. I would strongly advise anyone considering a purchase from utility gift to think twice and explore alternatives with a more customer-centric approach.
1. september 2023
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello Maddi - whilst we love receiving reviews its always disheartening when we receive one such as this and I'm truly sorry your experience has not lived up to expectations.
I have discussed this with Jess who was dealing with your enquiry. You purchased a Rains weekend bag and on receipt were not happy with the quality. There was a crease in the fold of the bag which can happen during packing and transit. As with anything packed flat these will drop out in time/ once the item is used. As you were not happy Jess agreed we would swap it for another. She inspected all the bags we had in the warehouse and found one which had fewer signs of creasing in packing and this was duly sent to you.
With regard to postage costs we will cover return/ collection costs where an item is faulty or damaged but where the issue is somewhat subjective we have to get the item back for inspection. This is a difficult, delicate and subjective issue. I hope you can appreciate what might be interpreted as damage is not always the case; there are inherent qualities in some materials which maybe the nature of the actually material rather than a fault. This may happen for any number of reasons but as items pass manufacturing quality control - and we inspect them before dispatch - we have to review levels of reasonableness when a customer raises a 'quality' issue.
We sell a lot of Rains bags and whilst we have had a couple of issues in the past, we have replaced these under guarantee but we look at all issues on a case by case merit. I hope this goes someway to explaining why Jess asked for the bag back but I trust you are now happy with the one you have.
Best wishes
Richard
Utility did not handle my…
Utility did not handle my complaint well.
I purchased earrings in their Manchester store only to find them cheaper through their online store on the same day!
Their justification was that:
Our physical stores are operated separately from our online platform. Same business. Go to the online site and the store I purchased from is listed. Same company.
They refused to refund me the difference claiming that the price was an online exclusive offer. I looked on the site. Nowhere was it advertised as 'online exclusive'.
As the company clearly charges different prices online to in store and does not feel this is an issue I would not recommend purchasing from them.
The response when I complained was to refuse to refund the difference in price and unhelpful.
Update: company trying to claim they are not the correct business. They are! I have had no resolution. More concerned about this review than resolving my issue. I am happy to share proof of purchase with trustpilot as I did with this business when I emailed my complaint.
Further update: The updated and rather aggressive latest response below says it all about this company... Their dedication to attacking my review is telling in itself. I shall engage no more with this business.
Final update: stop harassing me about my review. They have updated their response to it AGAIN. Do not contact me again. I won't engage with you. Say what you will in response but I will not be bullied into changing my experience review of your company. Leave me alone.
25. juli 2023
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello - I was aware you have been in contact with Jess on our sales team several times yesterday. You wanted our company to match the price you paid in the Utility Manchester store (a difference of 40p with postage charges) to those on the Utility Gift website whilst an online offer was available. The Utility physical stores are owned and run by a different company to Utility Design and Utility Gift online and as such pricing may vary as different companies run different offers.
There is no legal obligation by any retail company to state whether offers are 'online exclusives' . Indeed, the same company may charge different prices depending on the outlet - a Tesco local for example selling a product at a greater price to a lager store due to convenience and relative operating overheads etc. I hope you can appreciate this.
As this issue has annoyed you and you have taken time to write the review and various edits, the web company would be happy to send you 40p via a Paypal account if you have one. Please email the sales team : sales@utilitydesign.co.uk with your Paypal email address and we will send you this.
We do take reviews extremely fairly and judge them based on genuine experiences and provide objective and reasonable feedback. If we have made an error or something has gone wrong we will always do our best to resolve this with a customer. However, in the spirit of reasonableness we will not take submissive action simply by being threatened with bad reviews. I hope you see that as fair.
Best wishes, Richard
Delivery
After not delivering on Friday which was the delivery date and informing me they could not deliver until after christmas, I was pleased to receive delivery on Saturday Christmas eve. Thank you Utility.
23. december 2022
Uopfordret anmeldelse
Besvarelse fra Utility Gift Store
Hello - I am sorry to read this. I have looked at your order and see it was placed and dispatched on 22nd December and delivered on Christmas Eve at 8.43 am. We upgraded all deliveries onto Fedex next day delivery due to Royal Mail strikes but with the time of year they were extremely busy - so there may have been a delay in getting the item to you. I note the sales team provided Fedex's details and you have had conversations with Morgan in the sales team who provided proof of delivery also. Best wishes, Richard
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