Utility Gift Store Reviews 

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"

*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.

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.

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.

I have only just placed an order (so can’t speak of delivery etc.) but wanted to tell of the wonderful customer support that I received. The placing of the order was a nightmare but NOTHING to do with Utility at all. The professional, kind, helpful support I received from the web support team was second to none (particularly Morgan-Louise). I will most certainly be recommending this company to my friends & family. 10 out of 10 from a very happy customer!

This shop has some lovely stock but it's let down by a serious lack of clarity with its 'next day delivery' service.

The website is littered with a 'next day delivery' claim - in the top navigation and at each stage of ordering. But it turns out that this service is only for orders made before noon.

This qualification about the time of orders is never provided at any stage of the checkout process: not on the product page, not on the shopping basket, nor on the page where you actually select next day delivery! :P

In fact, you're shown 'next day delivery' several times on those pages, and can complete your checkout, including receiving an email confirmation, without being shown this qualification.

As pointed out by their support team, the only place you'll actually find this qualification is around paragraph 7 on a separate terms and conditions page.

If, like me, you're ordering on your mobile phone, unless you scroll past the continue button during checkout you won't even see the link to this page as it appears off the bottom of the screen.

While I don't expect every retailer to offer next day delivery, I DO expect those who claim to offer it, to have significantly more clarity than this, otherwise, you'll find the website is just a waste of your time.

I hit problems online because of an IT problem with my bank. UTILITYGIFT couldn’t have been more helpful - emailed with alternative suggestions to buy and then got back immediately when I had a query. A speedy and friendly resolution. Parcel due today so I’ll post again!

it was very realistic🤙. i think it truly spoke to my character and would definitely recommend it to a friend. thanks again
siwan xx

As my first order I received a discount, the item I purchased was well priced.
The website is easy to use.
The delivery was very quick and the item well packaged.
I would buy from them again.

Love the hand wash it’s not cheap but worth it

I was very happy with my purchase. The website is easy to use which is always a plus.

Ordered present only to receive email that it wasn't in stock at warehouse and being sent from store to warehouse. I still don't know if its been sent to recipient for their birthday

Really lovely products.

Delivery was extra quick to the northwest Highlands (plus no stupid extra charge which is never justifiable when using Royal Mail).

Packaging was 100% recyclable - brilliant.

Great company!

Wonderful customer service! I ordered from the Republic of Ireland and the staff sent emails letting me know about potential customs and dispatch dates.
The mug I got was well packaged so it arrived in one piece and I was super happy with the mug itself

AWESOME quality , packaging that was eco friendly but carefully wrapped, EXCELLENT! I’m super happy with the order! Exactly as described! A perfect one stop shop for locally made gift wrap and greetings cards. Thanks Lee for putting it all together

I was initially sceptical that these might be another company who take your order and then don’t fulfil when they can’t get hold of the item as they don’t warehouse their own stock; this is not the case!
Items turned up well packed and quickly, absolutely no issues whatsoever.
Wouldn’t hesitate to recommend and some really nice alternative gift ideas.

Quick delivery. Excellent communication and beautifully wrapped items. We’ll definitely be using again.

Fast and efficient service. Beautifully packaged.

Lovely company to do business with. Great communication - thank you!

Great choice and service. Received my item very quickly. Well packaged. Would use again.