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... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Needed a housewarming present and was sick of scrolling the same ten gift ideas every site pushes. This place had stuff I hadn't seen before, properly quirky without being naff. Ordering was easy and... See more
Company replied
I went in store in Liverpool and really loved this shop, so full of gorgeous things so I am happy to find it online too. Really swift delivery and good quality cool gifts within the package. I love t... See more
Company replied
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... See more
Company replied
Company details
Written by the company
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
Contact info
14A Compass West, Spindus Road, L192QR, Liverpool, United Kingdom
- 01514949412
- sales@utilitygift.co.uk
- www.utilitygift.co.uk
4.4
Excellent
99 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent Customer Service!
Utility very graciously gave me a 15% refund when I explained that I had ordered on a day when they offered this discount but it hadn't been applied!
14 November 2025
Unprompted review
excellent service and super fast…
excellent service and super fast delivery very pleasant experience x
13 November 2025
Unprompted review
Quirky Gifts and Cards
Brilliant selection of quirky Gifts and Cards.
Easy to navigate Website.
Fast delivery.
11 November 2025
Unprompted review
Reply from Utility Gift Store
Thanks you Lynne for this kind review. It's put a little bit of sunshine on a very rainy day here!
Best wishes,
Richard
Fab!
I went in store in Liverpool and really loved this shop, so full of gorgeous things so I am happy to find it online too. Really swift delivery and good quality cool gifts within the package. I love the really fab items Utility has. There is a gift for everyone here and definitely one or two for yourself!
12 November 2025
Unprompted review
Reply from Utility Gift Store
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
Item came quickly and was well packed.
Item came quickly and was well packed.
Would definitely recommend this company.
7 November 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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 October 2025
Unprompted review
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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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 October 2025
Unprompted review
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 October 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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 June 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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 March 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
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