Trouva Reviews

Name: Trouva
Address: 5 Singer Street, London, London, 5 Singer Street, London, London, London Borough of Islington
Rating: 4.64

4.6 Rating 4,469 Reviews

91 %

of reviewers recommend Trouva

4.6

Based on 4,469 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 89%
Accurate And Undamaged Orders	95%
Customer Service
Communication Channels	Email, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

Visit Website

Phone:

+442071936444

Email:

support@trouva.com

Location:

5 Singer Street, London, London,
5 Singer Street, London, London
London Borough of Islington
EC2A 4BQ

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112

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Acknowledged order and a few weeks later refunded as didn’t have enough stock to supply. Frustrating. I got the same item on amazon with next day delivery, I like to support independent retailers but this doesn’t encourage future purchases”

Helpful Report

Posted 6 years ago

“Good morning, I did not receive my shirt. I have paid via creditcard on the 2nd of February 2019. Could you please check what went wrong, please remit my money. Thank you”

Helpful Report

Posted 6 years ago

“Ordered different items twice, took my money both times. Waited for the gifts arriving and received an email 2 weeks later telling me the items were unavailable and had to get a refund. If I had have known the item was available I wouldn’t have ordered and I wouldn’t have relied on it coming as a Christmas present.”

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Posted 6 years ago

“Very poor”

Helpful Report

Posted 6 years ago

Hi there, Thanks for taking the time to leave us a review, we really appreciate your opinion. I’m sorry to hear that you feel our service and site is very poor. I would personally like to assist you further, would you be so kind to contact our support team via email? You can reach us on support@trouva.com and quote this review. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“I never received my order”

Helpful Report

Posted 6 years ago

Hi there, Thanks for taking the time to leave us a review, we really appreciate your opinion. I would personally like to assist you further regarding this order, would you be so kind to contact our support team via email? You can reach us on support@trouva.com and quote this review. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Placed an order, money was taken then told item was out of stock. After giving feedback was sent a generic apology at a ridiculous time of night. Would not recommend or use again.”

Helpful Report

Posted 6 years ago

Hi there, Thanks for taking the time to leave us a review, we really appreciate your opinion. We are ever so sorry if the reply email reached you late. Our team are working tirelessly to respond to customers throughout all hours of the day and can only apologize if your response to feedback was sent at an inconvenient time. I would personally like to assist you further regarding this out of stock, would you be so kind to contact our support team via email? You can reach us on support@trouva.com and quote this review. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Terrible. Didn’t even receive item. Already been asked to complete a review - please stop sending me more requests!”

Helpful Report

Posted 6 years ago

Hi there, Thanks for taking the time to leave us a review, we really appreciate your opinion. We are ever so sorry if you have received multiple requests for reviews. We do take feedback very seriously. Regarding your out of stock issue, this isn't the experience we like to give our customers. The nature of being a startup and working with small independents is such that we can occasionally run into logistical issues, and we're trying our best to iron out these creases as we grow. We have sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Ordered products, money was taken from my bank account and then I was informed the items were sold out. It took at least 48 hours before my money was returned. I would not shop on this site again.”

Helpful Report

Posted 6 years ago

Hi Philip, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm ever so sorry to hear of your experience with your most recent order from Kooks Unlimited which was out of stock. We are aiming to improve our order processing system for our small independent boutiques to make it a seamless customer experience. It's not perfect yet- as you've experienced, but we're doing our best to educate our boutiques to pack and ship orders for customers to our customers correctly. I can see that we have already sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Items still not arrived after apparently being sent to someone else!! Been waiting weeks. Christmas ruined. Not good enough. So disappointing.”

Helpful Report

Posted 6 years ago

Hi Amy, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm ever so sorry to hear of your experience with your most recent purchase and it being delivered to another customer. We have tried in vain to get the item to you but we have not heard from them and the boutique unfortunately did not have a replacement to send. We are aiming to improve our order processing system for our small independent boutiques to make it a seamless customer experience. It's not perfect yet- as you've experienced, but we're doing our best to educate our boutiques to pack and ship orders for customers to our customers correctly. We have sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Item went out of stock & the only way I found out was when I investigated why my item hadn't arrived. No notification by email. Disappointed”

Helpful Report

Posted 6 years ago

Hi there, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm sorry to hear that the item you ordered was out of stock. We do always notify our customers if such issues arise so this situation is a little surprising. So we can best assist you, please contact us quoting this review by email at: support@trouva.com I will personally help in trying to resolve this issue for your swiftly. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Ordered a product. Money taken out of account. 5 days later money refunded with no explanation. Now being emailed nearly every day.”

Helpful Report

Posted 6 years ago

Hi There, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm sorry to hear that the item you ordered was out of stock. We do always notify our customers if such issues arise so this situation is a little surprising. We can also remove you from our newsletters should you so wish. So we can best assist you, please contact us quoting this review by email at: support@trouva.com I will personally help in trying to resolve this issue for your swiftly. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“My products from Nordic Edit never arrived”

Helpful Report

Posted 6 years ago

Hi Mary, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm truly sorry to hear of your experience with your order being lost by one of our delivery partners. Having checked your correspondence, I can see that you did not wish for us to source a replacement. My colleague Kate has sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Ordered a Christmas present a few weeks ago, money has been taken from my account but I have had no confirmation of my order or indication of a proposed delivery time. Emailed to ask for an update and have had nothing back.”

Helpful Report

Posted 6 years ago

Hi Jenny, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm ever so sorry to hear of you are yet to receive your order and that no one has replied to you. Having checked our current outstanding emails, I was unable to find any correspondence from you. I have personally emailed you just now and hope to have this issue resolved as soon as possible. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Order placed on 19 November and still not received!”

Helpful Report

Posted 6 years ago

Hi Emma, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm sorry to hear that you are yet to receive your order. Having tracked this myself I can see that the courier company has had trouble locating your address. One of my colleagues is dealing with this and will be in touch shortly. I do hope that this will be resolved promptly. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Hi, just thought you should know how disappointed I am with the People Tree Simple Circle Silver Earrings purchased from Fair via Trouva. I'm thrilled with the actual earrings, style & size are just what I wanted but the way they were packaged has ruined them. They were attached to the invoice via the post, the clip then put back on and the post bent over presumably to remove the sharp point in transit. They cannot now be straightened out properly, even with fine nosed pliers & any force will inevitably snap off the whole post. I wanted to wear them last evening for the 1st time but as the post is now wavy & slightly bent I spent 20 mins trying to get them in without success. I understand the waste & impact on environment on packaging but why oh why were they not packaged without bending the post, some card, bubblewrap or small box would have sufficed for protection instead of just wrapping in brown paper. I paid for postage & packing but the earrings are now unwearable & useless. Do you have another pair please, I am so upset as they are very pretty.”

Helpful Report

Posted 6 years ago

Hi Susan, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm truly sorry to hear of your experience with your most recent purchase and the condition in which your earrings were packaged We're doing our utmost best to educate our boutiques to pack and ship orders for our customers correctly especially when sending such a delicate item. We have sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Two weeks later and still waiting for my product. Contact is haphazard and Hermes blames for delay but no pro-active strategies to get me MY product. Dissapointing. Worried the product will be cheap and nasty now too. Whole experience been an anxious one.”

Helpful Report

Posted 6 years ago

Hi Caryn, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm sorry to hear of the delivery issue you have experienced, this is definitely not the level of service we want you to receive. I can see that one of my team members has been dealing with your query and has sourced a replacement for the lost item which is currently on it's way to you. We have sent you a goodwill gesture to you and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let us know! Yours sincerely, Chris

Posted 6 years ago

“Ordering a pair of slippers from one of Trouva's independent suppliers should have been a simple exercise. Instead it has required me to repeatedly chase up the order over a period of weeks. There was initially no ownership from Trouva - no-one picked up the issue and followed it through. In the end Trouva acted professionally but it took far too much prompting. The goods eventually arrived and I was given a 50% refund in recognition of my inconvenience. I would rather have had the goods I ordered in a sensible timeframe without the hassle.”

Helpful Report

Posted 6 years ago

Hi Michael, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm truly sorry to hear of your experience with your order being lost by one of our delivery partners. I do hope you were able to gift the replacement pair sent out to you. We have sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“wrong order”

Helpful Report

Posted 6 years ago

Hi Valerie, Thanks for taking the time to leave us a review, we really appreciate your opinion. I'm ever so sorry to hear of your experience with your most recent purchase and receiving the incorrect bag. We are aiming to improve our order processing system for our small independent boutiques to make it a seamless customer experience. It's not perfect yet- as you've experienced, but we're doing our best to educate our boutiques to pack and ship orders to our customers correctly. We have sent you an email as well as a goodwill gesture and do hope you will give us another chance soon. If you have any questions or any further feedback, please do let me know! Yours sincerely, Chris

Posted 6 years ago

“Due to the amount of time my delivery took, and the problems I encountered I sadly wouldn’t use this company again”

Helpful Report

Posted 6 years ago

“Having realised I would be away when the goods I’d ordered were to be delivered, I asked for delivery to a different address which was acknowledged and confirmed in writing by Trouva. Unfortunately however they then still tried and failed to deliver to the original address and then left the goods with someone else. The delivery note was unclear as to where they’d been left so I emailed Trouva asking for help. Three days later I’ve still had no reply other than a request for a review!! Appalling customer service”

Helpful Report

Posted 6 years ago

Trouva is rated 4.6 based on 4,469 reviews