Not On The High Street Reviews 

Ordered a christmas present on 2nd of December and still not received it this is christmas eve with little to no response still didnt receive it January 6th but I have contacted then and they have got back to me with an apology and another one is being made

This review is not just about a seller, but about Not On The High Street’s handling of customer complaints.

I ordered a personalised Christmas gift in good time. The item arrived late and was not personalised at all, despite being advertised and sold as such. After repeated attempts to resolve this directly with the seller, I contacted Not On The High Street for support.

I was told they would not assist and that I had to deal with the seller myself, despite clear evidence that the item was not as described and that the seller had been slow to respond. At no point did NOTHS step in to mediate or offer meaningful consumer protection.

What is particularly disappointing is that I was not sent a Feefo review link for this order. This feels very convenient, given that customers are only invited to leave reviews in certain circumstances. Platforms that cherry-pick feedback do not present a balanced or honest picture of customer experience.

That is why I’m grateful to Trustpilot for allowing open, transparent reviews without filtering out negative experiences.

Based on my experience, if something goes wrong with an order, you are largely on your own, regardless of how well documented the issue is. I would think very carefully before ordering personalised or time-sensitive gifts through this platform.

I had a problem and they sorted it straight away

Not once have Not On The High Street or any of the sellers I have ordered from ever let me down. I have shopped with them since the beginning. I have had so many bad experiences in the past 2 years, this year being the worse, with big companies not fulfilling their orders or living up to their own mandates. Customer service for big companies no longer exists in the Uk for online shopping, which is distressing given the state of our town centres. I have not been able to interact with a single real person in the last 3 weeks. The only successful and error free service I have had this year has been with Not On The High Street and they deserve a shoutout. Thank you for caring about your customers

This is the first time I have used 'not on the high street' & I found the customer care service excellent. I will definitely use this site again & would strongly recommend it to my friends.

Ordered a gift at the beginning of December and still not arrived 22 days later. They said it’s not them it’s the third party seller. As far as I’m concerned they are the seller!

I ordered two gifts for my grandparents, paid express delivery. The money came off my bank and the gifts are still in the basket I have provided them multiple emails including contacting the sellers with no response...be aswell cancel and refund!
Not impressed at all.

If I could give a negative I most certainly would. I paid £60 for a personalised sweatshirt for Xmas with the delivery time of 5 days. 29 days later I have not received anything and despite several emails to customer services have not had any response. I’m now going to have to do a claim back from my bank to recover my money and try and find an alternative item.

Avoid at all costs.

I ordered a pair of earrings, I did not receive them, after a few weeks , I contacted their customer services department , they were very helpful, and responded straight away, they contacted the seller for me, who responded telling me they were sending out the item again, as the first item was lost in transit , I did receive my item, I would deffently recommended this company

Delivery not arrived,obviously froma third party selling on their site and no responsibility offered by not on the high street.

I have to say if I read the reviews I probably wouldn’t have ordered but I can honestly say the pug candles I have received are absolutely beautiful and I have now ordered and received 3 of them and all 3 are perfect one is for a gift and I know my daughter will be as pleased as me so don’t take to much notice of the reviews try yourself 🙂

Waiting for order then on checking it says 'delayed contact seller'. Messsged seller 3 times - no response! Emailed customer services again no response! Terrible company terrible service am down my money and a xmas gift which i will now have to get elsewhere!!
Stay away do not buy from here

Customer service is poor. Delivery time is far too long. Will think twice about placing any more orders with any company on this site.

On my previous review I gave them a one star, I eventually got my order delivered thanks to Ellis at their customer service.
I would have given them a five star if it wasn’t the service I got from the post office delivery, they gave me dates when they would deliver only to be let down.

Prompt, polite and helpful.
Rather have a human response, as I think this was. 👍
Thank you.

Do not appreciate AI robotics👎👎👎

Issue I had with my delivery was resolved my satisfaction

I ordered 2 hampers which didn’t arrive. The seller sent me replacements but stuff was missing from one of the hampers
Disappointing

Had a query regarding an order unfortunately I sent an email on a Sunday not thinking of trading hours. First thing on Monday morning I received a reply
Quick and informative reply. Query solved quickly

Outstanding customer service, dealt with my query very promptly and very politely plus rectifying the problem
5 star ⭐

Still awaiting refund from Dibor on this site. Items returned 21 November. I would strongly advise not to use this site, quick to take your money but very slow refunding your money.Never again.