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 on... See more
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
I found this store in Liverpool and loved it. I can not get there easily so I am happy I can shop there easily online. Lovely website, effective and easy to use. Fab array of gifts and something for... See more
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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
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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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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
4.3
Excellent
91 reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Packed with care and shipped fast
Had exactly what I was looking for and provided clear communication through the shipping process. Customer service at its best.
April 10, 2026
Unprompted review
Reply from Utility Gift Store
Hi Rashad and thank you for taking the time to review us. A lovely way to start a Friday morning for us all!
Best wishes,
Richard
First time customer
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 movie titles means game can be played family friendly or Adults Only (🍻🍷😜)
March 31, 2026
Unprompted review
Reply from Utility Gift Store
Thanks you Sandi for this lovely review and delighted to read you had such fun with the game.
Have a lovely weekend!
Best wishes,
Richard
Item exactly as described
Item exactly as described. Good communication. Well packaged. Arrived as promised. No problems at all.
April 4, 2026
Unprompted review
Reply from Utility Gift Store
Hi and thank you Kate for taking the time to write this review. It's truly appreciated.
Best wishes,
Richard
great communication and fast delivery
March 20, 2026
Unprompted review
Inaccurate delivery time and bad customer service
If you are buying gift，please do not trust the delivery time on the website. Allow at least 5 working days rather than next working day to receive the items even though it shows in stock. Otherwise your plan will be ruined.Customer service aim
to ignore your concern and request but guide you to continue to buy item from their website.
Regarding to the reply from Richard：
（1）I am 100% sure that all the items I purchased are showing in stock in the website. Even When I first received the transfer stock email, I checked the website immediately, they still show in stock not waiting stock.
（2）I did mention in the first reply that if the delivery cannot arrives BEFORE Friday, please cancle my order. How can you say that Delivery on Friday meet my requirment？Did you forget that Next Working day for Saturday should be Monday or Tuesday?
(3)How many times I asked how to return the items because I will no longer need them for the late delivery. Did I even get one reply about this?
Look how your explanation contradicts my experience，no wonder Chole is aim to ignore my request.I should not expect anything from your team.
—————
Richard，you should google what does before Friday mean. I did not say by Friday ，on or before Friday. I only say before Friday.And for the stock issue，you should let people know what items is not in stock while issue the delivery，so we have chocie to cancle that item to promote the delivery.（whatever your excuse，I bought when everthing show in stock in the website.）
March 6, 2026
Unprompted review
Reply from Utility Gift Store
Hello – thank you for your follow-up, and I’m very sorry for the continued frustration this situation has caused.
Thank you again for providing your order details so we could review this fully. I can confirm your order was placed on Saturday evening. While most items were in stock, one item did require a store transfer, which is supported by our internal stock transfer requests and records. Our team communicated that the order would still arrive in time for your requested date.
From the message you sent to Chloe, you advised that if the order could not arrive before Friday, you would like it cancelled. The order was dispatched on Thursday and delivered on Friday, in line with that request.
However, I do understand your concerns regarding stock visibility, delivery expectations, and the lack of clarity around returns. I sincerely apologise if any of your queries—particularly about returning the items—were not addressed clearly or promptly. That is not the level of service we aim to provide.
Your feedback has been taken seriously and will be used to improve both our communication and processes going forward.
We do appreciate you taking the time to share your experience.
Richard
rhubarb and ginger
Product dispatched well wrapped and within time given.
fairly good response to a general enquiry
the diffuser has more of a Vanilla smell then Rhubarb and Ginger
March 19, 2026
Unprompted review
Reply from Utility Gift Store
Hi Graham and thank you for your review.
We’re pleased to hear your order arrived well packaged and on time, and that you found our customer service helpful. We really appreciate your feedback on the diffuser scent as well; fragrance can be quite subjective, but we’ll pass your comments on to our supplier for consideration.
If there’s anything further we can assist you with, please don’t hesitate to get in touch.
Have a lovely evening.
Richard
Reply from Utility Gift Store
Thank you so much for this!
Best wishes,
Richard
Love Utility!
I found this store in Liverpool and loved it. I can not get there easily so I am happy I can shop there easily online. Lovely website, effective and easy to use. Fab array of gifts and something for everyone, gorgeous items which you might also 'need' for yourself too. Love Utility!
March 16, 2026
Unprompted review
Reply from Utility Gift Store
Thank you so much Crista for your lovely review!
We’re thrilled you discovered us in Liverpool and that our online store makes it easy for you to shop with us from where you are. It’s wonderful to hear you enjoyed the website experience and our selection - we always hope our choices feel just as special to browse as they do to own (even the little “treat yourself” finds!).
We really appreciate your support and look forward to welcoming you back online anytime.
Best wishes,
Richard
Despatched promptly
Despatched promptly, items appropriately described and of quality. Process was as expected.
March 12, 2026
Unprompted review
Very Poor After Sales Service when Things go Wrong
I ordered a gift for my Sister’s birthday & paid for next day delivery to ensure it arrived on time. DPD reported the shipment as damaged & said they were returning it to sender. Utility said they couldn’t dispatch a replacement until they received the original back from DPD? Needless to say, my Sister's birthday has now come and gone and several days later Utility apparently have still not received the shipment back from DPD.
Even though DPD admit they haven’t delivered it and don’t know where it is Utility are now refusing to refund my money until the issue is resolved with DPD! Talk about putting all the responsibility onto the customer!
Oh, and I made quite a few (pleasant!) chasing calls to Utility to sort this issue out and not once did they call me back. Obviously some CS training / CS policy changes required. Or maybe service would be better if agents weren’t working from home and were being properly managed in the office?
Sorry, cannot recommend.
March 11, 2026
Unprompted review
Reply from Utility Gift Store
Hello Amanda,
Please accept my sincere apologies for the frustration this situation has caused.
I have spoken with Chloe and El, who have been handling your case. I understand that when you contacted our office on Friday, you advised that DPD had notified you the parcel was being returned to us due to reported damage. El contacted DPD to request confirmation of the damage, as it was possible that only the outer packaging had been affected and that the contents (the Jellycat Carrot Cake) may still have been perfectly fine. Because the item was a birthday gift, we asked DPD if they could attempt redelivery either that day or on Saturday.
Chloe updated you on this and advised that she would provide a further update later that afternoon if there was no movement by around 1:30pm. El subsequently spoke with DPD again and was told they would contact the depot and the driver to try to arrange redelivery, which at that point was likely to be Saturday. You confirmed this would be acceptable.
At approximately 4:30pm, Chloe emailed to let you know that unfortunately we had not received any further update from DPD that day, but there was still a possibility that delivery would take place on Saturday. She also advised that if the parcel did not arrive, once the office reopened we could check whether it had been returned to us and either re-dispatch the item or arrange a refund.
We then received your email yesterday (Wednesday) advising that the parcel had not arrived and requesting a refund. Chloe responded to let you know she was investigating this with DPD, who at that stage advised that the parcel may have gone missing. They were unable to confirm whether it was being returned to us or if it might still be delivered.
In situations like this, as outlined in our terms, we do unfortunately have to wait until the courier confirms the parcel is officially lost or it is returned to us before we can process a refund. This is because we have previously experienced situations where parcels have been delivered after refunds were issued, and we have then been unable to recover the cost.
Chloe is continuing to investigate this with DPD and will update you directly as soon as we have further information.
Best wishes,
Richard
Really quick delivery
Really quick delivery, and good communication from company to keep me updated. Very happy.
February 26, 2026
Unprompted review
Reply from Utility Gift Store
Thank you for your kind words! We're so pleased to hear you were happy with the quick delivery and communication. We hope you enjoy your purchase and look forward to serving you again.
Best wishes,
Richard
Perfect
Everything arrived in perfect condition well packaged and fast.
February 14, 2026
Unprompted review
Reply from Utility Gift Store
Thank you for this review, it's really appreciated!
Best wishes,
Richard
Jellycat search
I came across this business searching for a specific jellycat for my granddaughter after finding it sold out on other sites. Excellent communication with updates and a very speedy delivery.
February 13, 2026
Unprompted review
Reply from Utility Gift Store
Hello Catherine and thank you for this lovely review; we're delighted we had what you were looking for. We hope we can be of help to you again soon.
Best wishes,
Richard
Birthday Card
Easy site to navigate. Great Chris Kamara card (not seen in the shops) for a sports fan. Also quick delivery. Thank you.
February 9, 2026
Unprompted review
I'm absolutely delighted with the…
I'm absolutely delighted with the teapot. It came well packaged and quick delivery. Thanks
February 5, 2026
Unprompted review
Reply from Utility Gift Store
Hi Arlene - thank you so much for this review, it's really appreciated by us all. Enjoy your teapot!
Best wishes,
Richard
Very happy with this store,lovely…
Very happy with this store,lovely items.My order was received extremely well packed.It was obvious it was packed with care.Ordered before will order again
February 2, 2026
Unprompted review
Reply from Utility Gift Store
Thank you so much for your lovely review! We’re really pleased to hear you were happy with both the items and the care taken with the packaging - our team always goes the extra mile to make sure orders arrive safely. It means a lot to know you’ve ordered with us before and plan to again. We truly appreciate your support and look forward to welcoming you back soon.
Best wishes,
Richard
Very disappointed with Utility Gift’s…
Very disappointed with Utility Gift’s return process and customer service.
There was no return form included in my order. I contacted them by email on January 16th and again through their website on January 19th to arrange a return, and I have received no response at all.
Despite following all the instructions on their website, there has been zero communication. They advertise “hassle-free returns”, but my experience has been the exact opposite.
Poor customer support and unacceptable handling of a simple return request. I would not recommend this store.
My order number is 2000044683 .
Please, just send me instructions on how to proceed with the return. That’s all I’m asking! You can find my email address through my order number.
January 16, 2026
Unprompted review
Reply from Utility Gift Store
We’re very sorry to read this and sincerely apologise for the frustration caused - this is certainly not the level of service we aim to provide.
Like many companies we don't include return forms in packages to save on unnecessary paper resource but we take all return requests seriously, so we’re investigating this as a priority. Unfortunately, we’re currently unable to locate an order under the name used in this review, and we can’t find any matching correspondence in our system.
Because of this, we’ve asked Trustpilot to help us obtain further information so we can identify the order and resolve this properly. We genuinely want to help and ensure your return is handled as quickly and smoothly as possible.
If you see this response, we would really appreciate it if you could contact us directly with your order number or the email address used to place the order, so we can assist you without delay.
Once again, we’re very sorry for the inconvenience and disappointment caused, and we hope to have the opportunity to put this right.
Richard
Edited response. Thank you. Since you have now provided your order we have looked through all our email from you as well as spam folder and can't find any requests about returning this? However, Chloe has called you and left a voicemail. She has also emailed you via the email address on the order. If you could please call on 0151 494 9412 and ask to speak with Chloe to discuss this as the email address on the order maybe different to that you are using or it may have been entered incorrectly?
First class company
First class company to deal with. Easy ordering, excellent comunication and very speedy comminication.
January 20, 2026
Unprompted review
Reply from Utility Gift Store
Hello and thank you for your kind feedback. We’re delighted to hear you found the ordering process easy and our communication clear and speedy. It was a pleasure to assist you, and we hope to welcome you back again soon.
Best wishes,
Richard
Great service!
The team at Utility kept me updated with my ordered and shipped it fast in a very secure package. Impressed, will order again for future gifts!
December 30, 2025
Unprompted review
Reply from Utility Gift Store
Thank you Annie for these kind words, it's really appreciated by us all here.
Happy New Year!
Richard
Great gift options
Great gift options and prompt delivery! Definitely recommend!
December 17, 2025
Unprompted review
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