AVOID AT ALL COSTS - I bought a pair of trousers from Trouva in March 2025 which never arrived. Despite lots of emails, they ignored me completely and I eventually came onto Trustpilot to write a bad... See more
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Ordered an item, heard nothing. Emailed trouva. heard nothing. Emailed boutique direct, heard nothing. Read some reviews & thought the worst. Reviewed order on trouva site. Received reply explaining d... See more
I have found lots of really delightful products on Trouva, I think they do a great job of curating shops & products to keep everything interesting and high quality. Unlike some Etsy shops which are cl... See more
Company replied
Similar to the endless reviews and feedback given this past year alone - ordered/no item received/standard email of 'technical issues' sent/few emails with 'Greg' & 'Chloe' re refund/silence.... See more
Company replied
Company details
Written by the company
Trouva.com is an online marketplace based in the UK and Europe that ships worldwide. Please note we are not related in anyway to any operations in South Africa
Contact info
60 Worship Street, EC2A 2EZ, London, United Kingdom
- 020 7193 6444
- support@trouva.com
- www.trouva.com
2.6
Poor
5K reviews
Replied to 30% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Exceptional customer service
I want to thank Greg from Trouva and the Nomad and the Bowerbird boutique for a great customer service experience. Great communication and they went out of their way to help me with my order query. Very satisfied customer.
March 8, 2023
Unprompted review
Reply from unbouncepages.
Hi Hattie,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Best wishes,
Carol
Great experience with help to return wrong product
A wrong product was sent to me. Chloe from Trouva was incredibly helpful and patient to help me return the package. The communication was very easy, and even though the product that I wanted was not available after all, I would totally order at Trouva again :)
February 5, 2023
Unprompted review
Reply from unbouncepages.
Hi Roos,
hope you're safe and well.
So glad to hear that your experience with us has been fantastic :)
Thank you for choosing us, and we look forward to your next visit.
Warm wishes,
Carol
Brilliant customer care!
A vast offer, unique and original ideas for gifts (or little treats!) and a fantastic customer service.
I had a little issue with my order - on me - and in less than a couple of hours from my first email, everything was solved.
March 2, 2023
Unprompted review
Reply from unbouncepages.
Hi Francesca,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Best wishes,
Carol
I returned an item 3 weeks ago and it…
I returned an item 3 weeks ago and it was signed as received on the 27th they told me to wait for refund now they have stopped responding to me and still no refund.
February 13, 2023
Unprompted review
Reply from unbouncepages.
Hi Sara,
we hope you're doing well.
Thanks for your feedback.
We highly value all ideas and suggestions from our customers, whether they’re positive or critical. In the future, our team wants to reach out to you to learn more about how we can further improve our service so that it exceeds your expectations. Also, we'd like to investigate better how your issue was dealt with and check if there's anything we can do to amend this experience.
Unfortunately, using your username here on Trustpilot to look for your order we couldn't be sure of which one was yours, so if you don't mind on sending us an e-mail to support@trouva.com with the subject 'FAO CAROL' so I can personally take a look on this for you.
Looking forward to hearing from you.
Best wishes,
Carol
Reliable online shopping
I ordered a Scottish jumper from the Longship shop on Orkney through Trouva. The shipping was on the way within a couple of days and thanks to UPS I was able to pay the custom duties online. The delivery took place within 24 hours from then. That was a very easy and reliable online shopping experience and a safe way to buy online from UK without the stress of being uncertain if the order ever gets to you. Thanks!
February 2, 2023
Unprompted review
Reply from unbouncepages.
Hi Katrin,
hope you're doing well.
Thank you so much for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will definitely be happy to read what you wrote.
We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day.
So thanks for your kind words and we look forward to seeing you again.
Best wishes,
Carol
Lovely company to deal with…
As the items were out of stock everywhere I was concerned that there would be a delay on the order. Trouva kept me informed at all times on the status of the order
January 23, 2023
Unprompted review
Reply from unbouncepages.
Dear Denise,
hope this message finds you well!
I wanted to extend my sincerest gratitude for taking the time to leave us a wonderful review. Your kind words mean the world to us, and we are thrilled to hear that you had a great experience.
Our team is overjoyed to read your feedback, as we strive to provide exceptional customer service and satisfaction each and every day.
Thank you again for your thoughtful review, and we can't wait to welcome you back in the future.
Warmest regards,
Carol
Great marketplace for Independent shops - clothes and homewares
Have purchased a range of quality homewares, clothes and shoes via Trouva over several years. I like the products you don't see many places and find all shops are quick to send orders and communicate if something is no longer available.
February 1, 2023
Unprompted review
Reply from unbouncepages.
Hi Cher,
We hope you're doing fab!
So glad to hear that you're pleased with your Trouva experience. We aim to provide a vast catalogue of premium products, and it's good to know that you're happy with them too.
We hope to delight you again soon.
Warm wishes,
Maiara
The item arrived on time
The item arrived on time, without any damage.
The customer service also emailed me with a thank you note regarding my shopping with them.
Very Professional.
January 25, 2023
Unprompted review
Reply from unbouncepages.
Dear Maharaz,
I hope this message finds you well.
I am thrilled to hear that your experience with us has been positive. Your satisfaction is of utmost importance to us, and we are grateful that we were able to meet your expectations.
Thank you for choosing us as your preferred provider and we look forward to welcoming you back for another great experience.
Warm regards,
Maiara
Lovely products on an easy to use app…
Lovely products on an easy to use app which I was directed to from the website. I’d not heard of this company before searching for a particular brand online. I was surprised how quickly my order arrived, and packaged well.
February 9, 2023
Unprompted review
Reply from unbouncepages.
Hi Megan,
hope you're doing well!
Thank you so much for taking the time to leave us this amazing review.
We are really happy to hear that you enjoyed your purchase and that our Trouva team has taken good care of you!
Our independent boutiques appreciate your support!
Best wishes,
Maiara
Lovely little bird feeder
Delivered quickly
Well package
Great value
Just what I wanted
January 14, 2023
Unprompted review
Reply from unbouncepages.
Dear Lindsey,
Thank you so much for your kind words :)
I am thrilled to hear that your experience with us has been fantastic. Your satisfaction is of utmost importance to us and we are so glad that we could provide you with a positive experience.
Thank you for choosing us and we hope to have the opportunity to serve you again in the future.
Warm regards,
Maiar
Excellent service
Excellent service and it is such a great idea to create a platform for buying from small independent businesses.
February 1, 2023
Unprompted review
Reply from unbouncepages.
Dear Karina,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Warm regards,
Maiara
Very happy with my order
Ordered a few things from a lovely shop in Orkney. Everything was in order and arrived beautifully wrapped with a lovely card from the seller. Great experience all around.
January 14, 2023
Unprompted review
Reply from unbouncepages.
Hi Maria,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Best wishes,
Carol
I am a very happy customer
I found an item that I tried to order on another site but they do not ship to Northern Ireland - so I was very happy to find the identical item on Trouva - much cheaper & available to me here. Delivery was prompt and the item is very good quality. I highly recommend this site.
January 20, 2023
Unprompted review
Reply from unbouncepages.
Hi Shirley,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Best wishes,
Carol
Reply from unbouncepages.
Hi Claire,
hope you're safe and well.
So glad to hear that your experience with us has been fantastic :)
Thank you for choosing us, and we look forward to your next visit.
Warm wishes,
Carol
Ordered twice now from this company…
Ordered twice now from this company great experience good communication had to return an item but no trouble returning it my refund came through with no hassle.
February 1, 2023
Unprompted review
Reply from unbouncepages.
Hi Diane,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Best wishes,
Carol
Fantastic service
Great website easy to use. Fantastic service would definitely recommend using this company again. And delivery was on time.
January 17, 2023
Unprompted review
Reply from unbouncepages.
Hi Samantha,
Thank you so much for your kind words :)
I am delighted to hear that our Trouva team has taken good care of you, our mission is to give our customers the best experience possible while shopping unique items.
We're happy that you're happy, and we're looking forward to your next visit.
Best wishes,
Carol
I purchased two items from Trouva
I purchased two items from the Trouva
website from two different shops.
One was a replacement reindeer outdoor thermometer which sticks into the window. Previous one bought in Sweden, this one from the scandi shop in Scotland.
The second a butterdish that I have admired for a while, trouva had a great price, it was sold by an English company. Both arrived in great condition, quickly by UPS and from the two separate ships. I have used trouva before and they have a lot of things you will struggle to get anywhere else.
Highly recommended.
February 1, 2023
Unprompted review
Reply from unbouncepages.
Hi Shirley,
hope you're safe and well.
So glad to hear that your experience with us has been fantastic :)
Thank you for choosing us, and we look forward to your next visit.
Warm wishes,
Carol
poor customer service
poor customer service, didn't receive a refund even though item returned
February 1, 2023
Unprompted review
Reply from unbouncepages.
Hi Rachele,
hope you are doing well.
I'm so sorry to hear that you are not entirely happy with your experience with us. We completely understand that our policies and systems are not ideal for everyone, however, unfortunately, at the moment, all our boutiques are small independent businesses and as we grow, however, we do hope to implement new services in the future. At this point, your courier did not leave any information at the shop's address so they could collect the return, so we advise that you seek for the courier's help to release the return or re-schedule a delivery.
We’re really sorry for any inconvenience this might have caused you and we do hope in the future you are willing to give us another chance to provide you with more positive experiences as there are hundreds of beautiful products from our community of boutiques being added to the site each day.
If you have any other questions please do not hesitate to reach out to us.
Best wishes,
Carol
Got charged and the order was cancelled
My order on Trouva was confirmed and I was charged. However, next day I was notified that the item I bought wasn't in stock.
Interestingly, they had exactly the same item on the site (at a higher price) but didn't consider fulfilling my order, even when I prompted that.
Very poor customer experience! Never again.
January 31, 2023
Unprompted review
Reply from unbouncepages.
Hi Natalia,
hope you are doing well.
Thank you for taking the time to fill out our survey, we really appreciate the feedback.
We're so sorry to hear that your order was out of stock. As we are growing and getting busier our small boutiques are stretched thin both online and in-store which means sometimes the stock is being sold elsewhere.
We completely understand that this was very disappointing and we certainly wish we could have had a better outcome for your order. We appreciate your patience and understanding as we face these bumps as a growing community of small businesses.
We do hope you give us another chance to provide you with more positive experiences in the future as there are hundreds of beautiful products from our community of boutiques being added to the site each day.
If you have any other questions please do not hesitate to reach out to us.
Best wishes,
Carol
Great website
Great website, easy to use app and a wide range of items available.
December 11, 2022
Unprompted review
Reply from unbouncepages.
Hi Samantha!
Thank you so much for leaving us such a wonderful review. We are thrilled that you loved your experience; our staff will definitely be happy to read what you wrote.
We put customer experience and satisfaction as our priority, and your review reaffirms the hard work we put in every day.
So thanks for your kind words and we look forward to seeing you again.
Best wishes,
Carol
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