Box was slightly damaged, because Evri threw it on the doorstep, I watched him from the back gate. But otherwise everything was as it should be. Powerful as reviews suggested. Always discreet in the... See more
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Review summary
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Based on these reviews
Visited the Gloucester store today and was helped by Emily-Rose....wow!!!! Amazing customer service, nothing was too much to ask. She was incredibly knowledgeable and so helpful. Turns out I've been w... See more
Company replied
Today I visited Ann Summers in Preston and was helped throughout by Donna. She totally made my shopping experience there and I purchased several items. No matter was too small and she gave me good an... See more
Company replied
Parcel wasnt proper tape and was delivered by Evri. Not sure whos foult was that but i missing few items... But after contacting customer service all was sorted very quickly and they will resend me mi... See more
Company replied
Company details
- #18 of 19 best companies in Sex toy store
- #11 of 12 best companies in Erotic clothing
- #32 of 38 best companies in Lingerie shop
- #34 of 38 best companies in Swimwear shop
- #56 of 60 best companies in Underwear shop
Written by the company
Welcome to Ann Summers, the home of sexual pleasure, empowerment and unapologetic confidence. For over four decades, we’ve redefined what it means to feel sexy, powerful and fully in control of your pleasure. From seductive lingerie to the very latest in toy innovation, everything we create is designed to make you feel extraordinary, inside and out. Our lingerie is more than beautiful, it’s thoughtfully crafted to flatter, empower and excite. Whether you’re looking for elevated everyday styles with a sensual twist or provocative statement pieces to embrace your bolder side, each collection celebrates every curve, every shape and every desire. When it comes to pleasure, we’ve proudly led the revolution. As the authority in sexual wellbeing, we bring you world-class vibrators, innovative toys and pleasure enhancing accessories that turn solo or partnered play into unforgettable, confidence building experiences. From indulgent lubes and silky oils to sensual fragrances that heighten desire, every detail is designed with your pleasure in mind, helping you feel powerful, desired and in control. Because when it comes to pleasure, nobody does it quite like Ann Summers, where desire meets design, and confidence is always the sexiest thing you can wear.
Contact info
Gold Group House, Godstone Road, CR3 0GG, Whyteleafe, United Kingdom
- www.annsummers.com
3.5
Average
82K reviews
Replied to 84% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very disappointed in the way my parcel…
Very disappointed in the way my parcel was delivered. Box was bashed and cellotape had ripped open at ends. Allowing the contents to be viewed by anyone. And lucky my items were all there to be honest.
Although I know this was not Ann summers fault better packaging and possibly wrapping contents may help
23 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hello there,
Thank you for sharing your feedback.
I’m sorry the condition of the parcel left you feeling uneasy, as deliveries should always arrive secure and discreet. We work hard to ensure every package that leaves our warehouse is handed over to the courier in perfect condition.
I understand why this would have taken away from the experience, and its not what you or we should expect.
The team will be picking up this issue with the courier. And I'll share your feedback to the people who deal with our packaging to ensure that's factored in to future changes.
Team AS (Steve) x
Reply from Ann Summers Ltd
Hi David,
Appreciate the kind words shared on this review.
Team AS (Steve) x
Reply from Ann Summers Ltd
Hi Geri,
Thank you for sharing this. You’re right, when it comes to a sexy thong, what’s not to love 😊
Really glad it hit the mark for you.
Team AS (Steve) x
Sexy lingerie
Lovely jubbly
Watch them not to like about this service and product it’s sexy lingerie after all
18 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Marvin,
Thank you for sharing this - we couldn't agree more - lovely jubbly indeed 😊 sexy lingerie, great service.
Team AS (Nicky) x
Reply from Ann Summers Ltd
Hi there,
Thank you for your lovely feedback. It’s great to hear the underwear felt sexy and well made at a great price 😊
We’d love to welcome you back again soon.
Team AS (Steve) x
Defiantly hits the spot
Defiantly hits the spot, great sets that really can spice up the evening
22 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Ben,
It’s great to hear the sets really hit the spot and helped add a little extra spark to the evening 😊
Thanks for taking the time to leave this feedback.
Team AS (Nicky) x
Critical reviews are censored
I left a negative review for a purchased product on the company's website - but this was not published. When I asked why I received a response which did not provide an answer to my question. It seems that the company censors negative reviews in order to give an unbalanced overly positive impression of their products thereby encouraging people to waste their money on products which are unsatisfactory. Order no 371709478 'Request' no 1416012
6 April 2026
Unprompted review
Reply from Ann Summers Ltd
UPDATE: Hello again - thank you for the updated information (your order was under a different email address which is why I couldn't find it).
I've reviewed the contact with our team + review you've sent in; it complies with our review policy so I've set it to be published.
This will flow into the product reviews the next time the platforms update (I don't know the exact frequency of when the job runs between systems, but I would anticipate it'll be there next week if not tomorrow).
Thank you for bringing this to my attention - our moderation is done by humans, they don't always get it right.
I've asked our Head of Customer Services to retrain the whole team on our policy so this is better reflected in their judgements in future. I'll make a point of reviewing recent rejections next week to see if there are any others where the team have been overly cautious in their application.
Team AS (Steve) x
=-=-=-=-=-
UPDATE: Hello - thank you for sharing your email. I cannot see a Customer Services contact linked to the details shared so far. Would you be able to confirm your order number and / or name on the order or review so that I can look into this, please?
Team AS (Steve) x
=-=-=-=-=-
Hello,
I've asked for some more information about this via Trustpilot.
It is not our policy to censor reviews that are critical of products. We do delay publication in order to moderate them so that we reduce the risk of publishing harmful content.
Team AS (Steve) x
Reply from Ann Summers Ltd
Hi Dave,
Thank you so much for sharing this. It’s lovely to hear the website was easy to use and that delivery was nice and quick 😊
We really appreciate you taking the time to leave this.
Team AS (Nicky) x
Delivery Service
They continue to use Evri who let customers down on a regular basis. Once again delivery delayed been 10 days still no update. Our Evri driver is on holiday so they don't deliver. Why do they tolerate this level of service.
21 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hello there,
I've asked for some more information via Trustpilot, as I can't identify that you've been in touch to get this resolved with our Customer Services team as yet.
Team AS (Steve) x
Very easy to order
Very easy to order , very surprised when a few hours later I received a message to say it's been sent . A great service
20 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Sheila,
Thank you for your feedback. It’s wonderful to hear everything moved so quickly from order to dispatch 😊
I really appreciate you sharing this.
Team AS (Steve) x
Great service Response times and delivery times
Response times and delivery times
21 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hello there,
Thank you for your feedback. It’s wonderful to hear the response times and delivery were just right for you 😊
We’d love to welcome you back again soon.
Team AS (Steve) x
sexy padded plunge bra with matching thong
Bought the sexy padded plunge bra with matching thong in red in store. They are a great fit and feel really comfortable and look amazing on. Also ordered online bright blue which arrived really quickly and now also ordered in white and black! 😃great staff too in store! Thank you 😃
15 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hello there,
Thank you so much for sharing this.
It’s lovely to hear the bra and thong fit so well, feel comfortable, and look amazing on you 😃 Even better that your online order arrived quickly and you’ve already treated yourself to more.
Thanks also for the kind words about the in store team 😃
Team AS (Nicky) x
I had to speak to customer service due…
I had to speak to customer service due to a parcel not arriving, they were very disappointed and quickly sorted out a replacement. Great service and great product
17 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Deborah,
Thank you so much for sharing this. I’m really glad the team were able to step in quickly and get a replacement sorted for you 😊
Lovely to hear you’re happy with both the service and the product.
Team AS (Steve) x
Reply from Ann Summers Ltd
Hi Pauline,
Thank you for your feedback.
I’m really glad the website made ordering simple for you 😊
Thanks for choosing to shop with us.
Team AS (Steve) x
Not sure who does the sizing at this…
Not sure who does the sizing at this company, but it’s hopeless. I ordered the size I’ve worn for years and it was way too small, I then ordered the next size up and it was still too small. I’ve had to return both pieces and I was not happy. Won’t be ordering again as the sizes are very wrong, so a waste of time and money.
17 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Sian,
I’m sorry this has been such a disappointing experience for you. Ordering the size you’ve worn for years and finding it doesn’t fit, even after sizing up, can be incredibly frustrating and feel like a waste of time.
I will pass this feedback on to our design team (and thank you for the order reference numbers provided), who ensure product fit is consistent across the range.
If you'd like to double check fit before a purchase in real life, I'd recommend popping in to store where we have changing rooms and the team can offer things like bra fits for free.
Online, on all of our product pages, in our search and in the Size Charts area, we do provide Size Guides for the product to help with decisions on sizing.
In some cases (like with bras) this is accompanied by a video on how to pick the right fit.
We may also show a widget to use True Fit, a 3rd party product that can help with sizing.
That said, we are actively working on how we can provide more comprehensive and more accessible sizing information on the website (to avoid situations like you've found) and are tsting different solutions as we speak - and I'll share your feedback with the team working on that.
Team AS (Steve) x
Fantastic deal on my new bras
Fantastic deal on my new bras! They fit amazingly well and are excellent quality. I paid for two day delivery and I got them after a day and a half, perfect!!
17 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Anne-Marie,
Thank you so much for sharing this. It’s lovely to hear you got a fantastic deal and that the bras fit amazingly well 😊
Even better that delivery arrived quicker than expected.
Team AS (Steve) x
"Did what it said on the tin"
Easy collection, nice products good fit and style.
"Did what it said on the tin"
15 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hello there,
This is lovely to read. I’m so glad the collection was straightforward and that the fit and style worked perfectly for you 😊
Thanks for taking the time to leave this feedback.
Team AS (Steve) x
100% happy with my purchase
17 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hello,
This is wonderful to read. I’m so glad everything about your purchase hit the mark 😊
Hope you enjoy it and shop with us again soon.
Team AS (Steve) x
Awful company
Awful company. Asked to speak to a manager and log a complaint and they told me I couldn't. Will be taking this further.
17 April 2026
Unprompted review
Reply from Ann Summers Ltd
Hi Natasha,
Thank you for taking the time to leave this feedback. I’m really sorry this has left you feeling unhappy and unheard, as that’s never how reaching out for help should feel.
I've escalated the issue to our Head of Customer Services, who will look into the lack of progress being made with the agent and work with you to get things resolved.
Team AS (Steve) x
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