I ordered suitcases which needed to be returned due to me having ordered the wrong size. I received excellent customer service. The agents I spoke to on the phone were polite and extremely helpful. Th... See more
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Review summary
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Reviews shaping this summary
My product order was perfect. Unfortnately the delivery courier left it at the wrong address. eventually recovered and passed over to me by an honest lady. Iinformed Keplin who kept in contact with me... See more
Company replied
After trying to speak to a human on Amazon and going round in circles with there algorithms re a lost delivery. I eventually contacted Keplin group limited. A young man called Pranav couldn’t have b... See more
I have purchase from this Compsny their velvet non slip coat hangers and because they are such good value for money I have purchased for quite a few members of my family 20 at a time. Their service is... See more
Company replied
Company details
Written by the company
Premium quality products for everyone in your household.
Contact info
The Mille, 1000 Great West Road, TW8 9DW, Brentford, United Kingdom
- 0204 511 4390
- info@keplin-group.com
- keplin-group.com
4.2
Great
462 reviews
Replied to 31% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
They sent me the wrong product but they…
They sent me the wrong product but they have now sorted it,great customer service by a girl called Sakshi who was extremely helpful I would definitely recommend this company
February 6, 2026
Unprompted review
Reply from Keplin Group Limited
Hi Scott,
Thank you so much for your kind words and for taking the time to share your experience.
We're really glad to hear that the issue with the wrong product was resolved quickly and that Sakshi was able to assist you so helpfully. She’ll be thrilled to know her support made such a positive impact.
We truly appreciate your recommendation and look forward to serving you again.
Warm regards,
Team Keplin
Reply from Keplin Group Limited
Hi Allan,
Thank you for your kind words! We’re delighted you found great value in your purchase, and I’m glad Arthur was able to assist you. Your feedback means a lot to us.
– Team Keplin
Keplin are committed to customer care
Keplin have a team who are very committed to customer care
Reena was really prompt and so kind when dealing with my issues, which were the fault of the courier.
I would recommend them as a trusted and helpful company.
February 5, 2026
Unprompted review
Reply from Keplin Group Limited
Hi Michael,
Thank you for your kind words. We’re delighted to hear that Reena was able to assist you so promptly and kindly, even though the issue was caused by the courier. Your recommendation means a lot to us, and we’re proud to have a team so committed to customer care.
– Team Keplin
I had a small mix-up with my order…
I had a small mix-up with my order (received the wrong colour bath mat), but the way Keplin handled it was absolutely spot on. From the first response, the customer service was friendly, professional and genuinely helpful.
The team replied quickly, explained the options clearly, arranged a free return, and sent out the correct replacement without any fuss. Communication throughout was excellent, and I was kept fully informed at each stage.
Mistakes happen — what matters is how they’re resolved, and Keplin couldn’t have handled this better. Great customer service, lovely product quality (we’ve since ordered again), and I wouldn’t hesitate to recommend them.
December 7, 2025
Unprompted review
Reply from Keplin Group Limited
Thank you for sharing your experience with us.
I’m delighted to hear that CARL was able to assist you so promptly and professionally.
From arranging the free return to ensuring the correct replacement reached you without any fuss, it’s wonderful to know the process felt smooth and reassuring.
Mistakes can happen, but your feedback shows how important it is to resolve them with care and efficiency. We’re thrilled you’re happy with both the product quality and the service, and we truly appreciate your recommendation.
Thank you again for choosing Keplin — we look forward to serving you in the future.
– Team Keplin
Good purchase
I have purchased 2 lightweight vacuum cleaners. Very impressed with the vacuums - I applied for warranties and Keplin took over 4 months to confirm.
September 22, 2025
Unprompted review
Reply from Keplin Group Limited
Hi Donald,
Thank you for your feedback. We’re really pleased to hear you’re impressed with the lightweight vacuum cleaners. I’m sorry the warranty confirmation took longer than expected, but I’m glad it’s now all sorted for you.
We appreciate you choosing Keplin and hope the vacuums serve you well.
– Team Keplin
Vacuum bags
I ordered the vacuum bags on a Saturday morning and they arrived on Monday lunchtime! Amazing.
I had a small query about them so contacted the sender and within hours my query was sorted and I was good to go.
I would certainly recommend the company and their help desk elves!
January 26, 2026
Unprompted review
Reply from Keplin Group Limited
Hi Jane,
Thank you so much for your lovely review. We’re delighted to hear your vacuum bags arrived so quickly and that our team could help resolve your query within hours. That’s exactly the experience we aim to deliver.
Your recommendation means a lot to us — and our help desk elves are smiling today thanks to you.
– Team Keplin
Exclusive service
We have ordered 2 suitcases of Amazon. Both items were delivered within the time frame specified despite all winter weather warnings.
Product is of a high quality material and strongly build, we were impressed, as we didnt expect much due to its low price.
We had a small issue with one of the items, contacted customer service and to our surprise the communication was of a high standard the issue was resolved fast and efficient, the company is really dedicated to their customers!
We highly recommend their services.
Thank You once more Kepling group for pleasant experience!
January 12, 2026
Unprompted review
Reply from Keplin Group Limited
Hi Mrs. Castro,
Thank you for your wonderful feedback. We’re delighted your suitcases arrived on time and that the quality exceeded expectations. I’m glad our customer service team could resolve your issue quickly — supporting our customers is always our priority.
We truly appreciate your recommendation and your kind words.
Thank you for choosing the Keplin Group.
– Team Keplin
I had a small issue with my Keplin…
I had a small issue with my Keplin hoover and Carl assisted me through the process which was fast and simple, quick response and very thorough. As a good gesture they upgrade my hoover to a more powerful one, i don't know any other company to do that. Carl was incredibly helpful and made the process so simple, such a superior customer service. Thank you Carl for all the help and I hope Keplin company treats you well.
January 19, 2026
Unprompted review
Reply from Keplin Group Limited
Thank you, Roxana.
We’re so glad Carl was able to resolve the issue quickly and make the process easy for you. It’s great to hear you’re happy with the upgraded hoover. We truly appreciate your kind words and your trust in Keplin.
Wrong items arrived + NO RESOLUTION
Ordered a heated blanket from Keplin through debenhams. I have been trying to get in contact with them for nearly a month now due to receiving the wrong colour but no reply!!! I am now past the returns date and I am out of pocket… AVOID!!
VIA DEBENHAMS
January 19, 2026
Unprompted review
Reply from Keplin Group Limited
Hi Tee,
We’re truly sorry to hear about your experience — receiving the wrong colour and then struggling to reach us must have been incredibly frustrating, and we never want any customer to feel ignored or out of pocket.
We’ve already requested your details through Trustpilot so we can sort this out for you as quickly as possible. Please also feel free to call us directly on 020 7569 3007 and ask for a manager — we will make sure you’re properly looked after and that this is resolved without any further stress.
Thank you for giving us the chance to put this right. We’re here to help and won’t leave you stuck.
Customer service for returns
I honestly thought the customer service received was second to none, really easy to deal with and the very informative. At no point was i left waiting days for a reply.
January 8, 2026
Unprompted review
Reply from Keplin Group Limited
Thank you so much, Iain.
We’re delighted to hear that you found our customer service easy to deal with and responsive. Providing clear information and timely support is exactly what we aim for, so it’s great to know this was your experience. We really appreciate your feedback.
Refund request
I ordered a cabin suitcase which I returned immediately as it was too small.
I waited a few weeks I recieved no refund.
I contacted the seller but could not provide the information he asked for as I had no tracking number. Amazon couldnt help either.
A few messages on Carl messaged to say a refund had been issued. Im unsure as to what the delay/problem was, but im glad I chased it up. Thank you Carl I have received my refund.
January 2, 2026
Unprompted review
Reply from Keplin Group Limited
Thank you for sharing your experience, Mrs Phillips.
We’re sorry for the delay and the confusion around the return — that must have been frustrating, especially without the tracking details. We’re glad Carl was able to step in and get everything resolved for you.
We appreciate your patience throughout the process and are pleased to hear your refund has now reached you. If you ever need anything in the future, we’re here to help.
I spoke to Carl this morning as I…
I spoke to Carl this morning as I needed to register the warranty on the air fryer. He was very patient with me as I am elderly (I hate that term but I am!!) and not very computer literate. I am very pleased with my dual drawer air fryer - works a treat.
December 23, 2025
Unprompted review
Reply from Keplin Group Limited
Dear Anne,
Thank you so much for sharing your experience with us. We’re delighted to hear that Carl was able to support you with registering your warranty and that his patience made the process easier for you. We truly value customers of all ages and backgrounds, and it’s wonderful to know you felt comfortable and cared for during your interaction.
We’re also thrilled that your dual drawer air fryer is working a treat — it’s a fantastic product, and we hope it continues to bring you ease and enjoyment in the kitchen. If you ever need assistance again, please don’t hesitate to reach out.
Warm regards,
The Keplin CS Team
I bought a Keplin air fryer......
UPDATE.....
I received a call today from the customer service manager at Keplin.
In less than 3 minutes he had manually updated my warranty for my air fryer.
So, in all fairness, as he provided excellent service for me today, I have changed my review from1 to 5 stars.
Thank you (again)
I bought a Keplin air fryer......
I bought an air fryer from Amazon. The air fryer is really good and seems to be excellent value for money.
However, I was unable to send a copy of the invoice to Keplin for the 2 year warranty via their website. It just won't upload.
I have emailed them and as per their instructions, sent a PDF as proof of purchase.
However, this is now not acceptable and they email me daily telling me how much they understand my frustrations with not being able to upload a copy of the invoice as proof.
Well, they have had the proof!
I have spent as much time sodding around with their website trying to upload a copy of the invoice in Jpeg, PDF and anything else as I have had using the damn thing.
In all ways, it seems they are a rubbish company to deal with and based upon my experience with them so far, I can only image of there was a problem in the future with my air fryer - they would not be at all helpful.
I wish I'd never bought the damn thing now and will never buy anything from them again.
The amount of 'urinating' about for a £40 air fryer!!!!! It's not like I'm trying to register a £80,000 Tesla.
It's a cheap air fryer.!!!!!! DISGUSTING CUSTOMER SERVICE.
December 3, 2025
Unprompted review
Reply from Keplin Group Limited
Thank you for taking the time to share your experience, and we’re genuinely sorry for the frustration this has caused. This is absolutely not the level of service we aim to provide.
We can confirm that we have already requested the necessary information from you directly, and once received, we will manually create your warranty ID on your behalf so you don’t have to struggle with the upload system any further. Our team will ensure this is resolved for you quickly and smoothly.
We appreciate your patience, and we’re committed to putting this right so you can continue enjoying your air fryer with complete peace of mind.
i recently ordered some dehumidifiers…
i recently ordered some dehumidifiers for my house.they were delivered but could not find yhem.got strsight on to KG Group,they refunded me ,no prob.i have now found them.emailled to tel. them and this lovely man Manasi.said keep them without paying for them.how nice.i am using them now.they look good quality.the service was fast and i would use yhem again.
December 11, 2025
Unprompted review
Reply from Keplin Group Limited
Dear Lisa,
Thank you for sharing your experience.
We’re delighted Manasi could make things easier for you and that you’re enjoying your dehumidifiers. It’s wonderful to hear you found our service fast and the products high quality. We look forward to serving you again!
Warm regards,
The KG Group CS Team
Very Good Customer Service from their…
Very Good Customer Service from their assistant Carl. Very quick replies to my query’s and helped a great deal in an order that got lost. Guided me on what to do and kept me updated. Excellent Customer Service!
December 15, 2025
Unprompted review
Reply from Keplin Group Limited
Thank you for your kind words.
We’re delighted to hear Carl was able to assist you promptly and guide you through the process with clear updates. Providing excellent customer service is always our priority, and your feedback will be shared with Carl and the team.
Warm regards,
The Keplin CS Team
Great service
I ordered some Bluey stuff and they came really quick excellent service from buying them emailed to see if I had received will order again
December 15, 2025
Unprompted review
Reply from Keplin Group Limited
Dear Jodie,
Thank you for your lovely feedback! We’re delighted your Bluey items arrived quickly and that you appreciated our follow-up service. It’s great to know you’d order again — we look forward to serving you next time.
Warm regards,
The CS Team
Great support from Carl
Great support from Carl. It was a seemless return.
December 15, 2025
Unprompted review
Reply from Keplin Group Limited
Dear Adewale,
Thank you for your kind feedback. We’re delighted to hear Carl provided great support and made your return seamless. We’ll be sure to share your comments with him and the team — it means a lot to us.
Warm regards,
The Keplin CS Team
Superb Experience
My delivery was late presumed lost in transit, so without hesitation Aaron gave me a full refund and said if the product did eventually arrive I was to keep it and not return it even after I had been fully refunded. Superb customer experience, I can whole heartedly recommend Keplin as my first choice for all future such purchases. Thank you
December 6, 2025
Unprompted review
Reply from Keplin Group Limited
Dear William,
Thank you for sharing your superb experience with us. We’re delighted Aaron was able to resolve the issue quickly and provide reassurance throughout. It’s wonderful to know you would wholeheartedly recommend Keplin and consider us your first choice for future purchases. Your kind words mean a great deal to our team.
Warm regards,
The Customer Service Team
Better service
Better service, more Convenience, better prices, Fast delivery to the door, order online with convenience in transit ...offers very fast local delivery THANK YOU - Visit Today for products at very reasonable prices A+++++ & 5***** service ▄▀▄▀▄▀▄▀▄█▓▒░ Perfect 5 Star ★★★★★ ░▒▓█▀▄▀▄▀▄▀▄▀▄ Wonderful, Thank You .A great seller with great products ...one of the best sellers - CHEAPEST on Ebay - re-buy & highly recommended
December 8, 2025
Unprompted review
CABLE MISSING
I ordered a weather proof electric box with 10 metre cable , when it arrived NO CABLE contacted you via email , last Saturday , so a week has passed, and nothing from yourselves. VERY DISAPPOINTED WITH CUSTOMER SERVICE 😡 I like my lights put up 1st dec for my grandchildren, so I’m still not got them lit 😞😞 and it’s probably going to be another week,
One very disappointed customer
Update … I rang you on that number , the lady said can I forward photos of the box ?? What a waste of time !! You could have asked for them in an email, the gang is missing.
So will be another week, apparently you arrange collection ?? Of the box , then send me a new one (hopefully) it will be Christmas by this point 😡fuming
UPDATE ,
Carl has contacted me regarding the missing cable, they have refunded my money, and given me a £30 voucher for there shop, and I get to keep the box, so they came through in the end and resolved the situation , eventually
November 29, 2025
Unprompted review
Reply from Keplin Group Limited
Dear Customer,
Thank you for sharing your update. We’re pleased to hear Carl was able to resolve the situation with a refund and voucher, ensuring you were looked after in the end. Your patience is greatly appreciated, and we’re glad the matter was satisfactorily settled.
Warm regards,
The Customer Service Team
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