Utility Gift Store Opiniones 

Respuesta de Utility Gift Store

18 nov 2025

Thanks you Lynne for this kind review. It's put a little bit of sunshine on a very rainy day here!

Best wishes,

Richard

Respuesta de Utility Gift Store

17 nov 2025

Hello Crista and thank you for this review on behalf of the whole team in our Liverpool stores and online. So nice to read such lovely positive comments. We hope to welcome you back again soon.

Best wishes,

Richard

Respuesta de Utility Gift Store

11 nov 2025

Thanks so much Louise for this review.

Best wishes,

Richard

Respuesta de Utility Gift Store

10 nov 2025

Hi Vicky and thank you for this - a lovely start to our week!

Best wishes,

Richard

Respuesta de Utility Gift Store

10 nov 2025

Hello and thank you Conor for this review - it's truly appreciated.

Best wishes,

Richard

Respuesta de Utility Gift Store

29 oct 2025

Thank you Toria for taking the time to review us.

Best wishes

Richard

Respuesta de Utility Gift Store

28 oct 2025

Hi Marco and thank you for this review. It's really appreciated by the whole team here.

Best wishes,

Richard

Respuesta de Utility Gift Store

21 oct 2025

Thank you for taking the time to review us. It's truly appreciated. A lovely way to start a Tuesday morning!

Best wishes

Richard

Respuesta de Utility Gift Store

13 oct 2025

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

Respuesta de Utility Gift Store

27 sept 2025

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

Respuesta de Utility Gift Store

Actualizada el 2 jun 2025

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.

Respuesta de Utility Gift Store

Actualizada el 7 abr 2025

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

Respuesta de Utility Gift Store

11 mar 2025

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

Respuesta de Utility Gift Store

13 nov 2024

Than you for taking the time to write this - its really appreciated!

Respuesta de Utility Gift Store

16 nov 2024

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

Respuesta de Utility Gift Store

10 feb 2024

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