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Accept & closeWe know how important honest reviews are when you're choosing your new electricals. That’s why we’ve got this clear Consumer Review Policy in place. It’s all about making sure every review you see on our site is genuine, trustworthy, and written by real customers.
We work hard behind the scenes, and with our partners, to spot and remove anything fake or misleading, so you can shop with confidence. Your feedback makes a big difference. It helps us see what’s working and where we can do better. This policy sets out how we collect, use and share customer reviews – always in a way that’s clear, fair and trustworthy.
1 . How do we collect product reviews?
As the most trusted electrical retailer, we work with Feefo - a leading independent review platform used by thousands of brands - to collect genuine product feedback from real customers.
Product reviews are by invitation only. This means only customers who have bought a product from us will get an email asking for a review of that item. We give plenty of time for customers to receive and use their products before we ask for an honest review.
As a member of Feefo’s network, we’re also able to show you reviews from verified customers who’ve bought the same product from other retailers. This helps give you a bigger, more balanced picture before you buy.
2. How do we moderate reviews?
Every product review goes through Feefo’s moderation process to make sure it meets their published guidelines.
From time to time, reviews may not be published if they do not meet these guidelines. Examples include (but are not limited to):
You can read Feefo’s full moderation guidelines here.
3. How do we show review scores?
Product review scores are displayed as a star rating and score underneath the product titles and descriptions on site.
We also show these scores in our product recommendations across the site, and sometimes in our emails.
On the product page, we make it clear that these reviews are collected by Feefo, and we show how many reviews make up the overall score for a product.
A customer can read all reviews for each product easily, and each individual review can be found on the product page under the reviews section.
4. Are any product reviews incentivised?
Yes. Occasionally, we may give a free product in exchange for an honest review.
These reviews are always clearly marked with an ‘incentivised’ badge on the product page, and on Feefo, to ensure full transparency.
5. How can you report false or misleading reviews?
If you spot a review on our website or Feefo that looks false or misleading, the best thing to do is report it directly to Feefo.
Both customers and businesses can flag reviews they think are suspicious. Feefo will check them against their policies and remove them if needed.
Honest feedback matters to us – and to you. It’s all part of our commitment to being the UK’s Most Trusted Electrical Retailer.
6. How do we listen to your feedback on products?
If we notice a product receiving consistently low scores on Feefo, we’ll raise it with the manufacturer and in some cases, take other actions too.
If you have any concerns about any part of our reviews process or policy, please get in touch with us at [email protected].
Sometimes we team up with influencers or content creators to spread the word about our products and services. When that happens, here’s what you can expect:
Our goal? To be upfront with you whenever content is promotional, so you always know when someone’s being paid to talk about us.
Just so you know, we never offer incentives for service reviews. So, if a content creator leaves a review on Trustpilot, it’s their honest opinion based on their real experience.