unbouncepages. Reviews 4,628

Oh dear. I contacted Trouva a couple of weeks ago about returning an order of two wall lights. After an initial quick and helpful email with instructions about how to make the return, I've heard nothing back. I have proof of postage and delivery, but I've received no responses to my enquiries about when they'll be refunding the money. It seems astonishing that they can just pause trading and stop processing refunds etc over the course of a few days. I'm over £200 out of pocket.

I like many others have been left out of pocket for nearly £200. The goods were returned by DHL which is odd as I was at home. The shop owner received them back but says I didn't pay her but Trouva have my money. I've sent numerous emails over the past 2 weeks and still no refund. I think they have probably gone bust. I had to give a one star otherwise I couldn't write a review but If I could I'd give no stars.

Ordered a north face coat it came with all pulls in it. So organized a return. Returned it and was received in France then no refund for weeks. Ignoring my emails and no way of contacting them. AVOID!

Ordered a hoodie which was never received. Emailed numerous times but with no response! Very frustrating! I would certainly be very wary of this company!

Trouva have suddenly paused trading and as boutique owners we’re still waiting for the payouts for our last orders.
Please consider ordering directly from small businesses.

Update 12.02 Still no payment and no communication from Trouva. They were accepting orders up to a couple days before stopping trading, wonder how many boutiques and customers are out of pocket now.

I returned an item bought through Trouva to a shop in Germany four days ago but the shop does not seem to have collected it so that I can get my refund. I have emailed Trouva several times about this but they have not responded. (They claim to respond to queries in 24 hours but it is now four days)

I ordered a dress from Trouva, which sadly was too large for me
I have completed the returns form on two occasions and sent two emails and had no reply.I’ve spoken to the owner of the boutique who has contacted Trouva with no reply She cannot order a refund until Trouva approve the return which they are not doing
Sadly, this company seems very hit and miss with their customer services

I cannot recommend to purchase items through Trouva. The photo on their website was very misleading and I got a completely different colour blanket to I was expecting. Customer service shocking. Should be easy to resolve but now no response 7 days later! I will not be shopping again.

I tracked my parcel. It got halfway but was then apparently returned to the sender! I've sent 6 emails to enquire about this and haven't had a single reply!!! I've tried all forms of contact but they refuse to acknowledge me. They took my money and ran!
AVOID TROUVA!!!!!

This review has apparently been flagged by Trouva as defamatory? You only have to read the other reviews to realise the issues others have had......Trouva did eventually refund me ....but i had to go on pissed consumer .com.....then i finally got refunded.....so now apparently they want to take this review down ...(DOES ANYONE KNOW A PHONE NUMBER FOR THIS COMPANY??? I HAVE TRIED TO CONTACT THEM VIA WEBSITE AND ORDER CONFIRMATION EMAIL....BUT NO LUCK....THEY ARE COMPLETELY IGNORING ME....MY ORDER WAS MADE ON 24TH JANUARY AND APPARENTLY RETURNED TO SHIPPER FOR NO GOOD REASON BY DHL ....SO OBVIOUSLY I WOULD LIKE MY ORDER THAT I PAID FOR...OR A FULL REFUND!!!!....WHAT CAN I DO ABOUT THIS SITUATION, WHEN MY EMAILS ARE BEING IGNORED!!! .....ARE THESE PEOPLE BLATANTLY ALLOWED TO STEAL A CUSTOMERS MONEY??? THIS IS APPALLING!!

I returned great quality slippers to this company. because they were the wrong fit for my very narrow feet. It was a very easy process and I was guided by a staff member all the way via helpful emails. The whole process took a short time and I feel very happy about making further orders from this company. Thank you so much for your support Lucy at Trouva. My cash will be refunded very soon!

Brilliant company and excellent service.
I ordered and it arrived so quickly beautifully packaged.

The way Trouva handled an issue. Bought the wrong coloured item due to a number of mutual reasons. Trouva handled my frustration very well and sorted out the issue to my complete satisfaction. Obviously, I always judge online companies by their products, competitiveness, etc, but very important is how they handle a customer with an issue. Trouva did it very well.

I have ordered a bird for decoration and I have recieved an email saying that I would get a refund because of the issues they had to deliver the product.
I have been told that I would get a refund after 3 to 5 business days. 1 month is gone and I have not been paid back. No answer from the support and no professionalism. worst expereinece do not order from that website.

The wrost online shopping i aver deal with, even shein or temu will have better customer service then them "trouva", they don't care about the customer, all they care about is they unfair policy, the return policy is just a display to make u feel easy to purchase from them, after that they keep saying it's customer fault, item are not returnable.

Hi,
I was in contact with Lucy, and I am positively surprised about her understanding, kindness and professional approach towards the situation we were trying to solve. When this level of communication is being reached, you do not need much more that day. Thanks! Martina

Great customer service from Chloe, she was efficient, helpful and friendly. Thanks again Chloe.

I wanted to drop a review as Trouva have been really nice to me. I ordered an item but the website had the wrong photo so it wasn’t the colour I wanted.
Trouva supported me to get a free return once I showed them what was advertised vs what I got. I just got my refund today and the customer service I got was great.

Rubbish! - ordered some trainers at an increased price in a particular colour that i couldn't get else where - they sent me the wrong colour that I could get a lot cheaper in regular shop - took ages to come - now I am dreading doing a return...

Ordered cutlery, they cancelled order after a week with reason that someone else wasn’t able to fulfill it. If that’s your business model, Let people know.