Reviews Analysed
21
We Collect & Analyse Reviews
YourSurprise
Experiences & Reviews
YourSurprise is an online retailer specialising in personalised gifts and customised products. The site offers items such as engraved glassware, customised clothing, photo-printed accessories, personalised homeware, novelty confectionery and bespoke packaging. Customers can upload images, choose engraving or print options and arrange delivery; the retailer operates an online order and customer support workflow that handles customisation, packing and shipping.
Overview & Key Metrics
Positive Sentiment
76%
Latest Review
26d
Overall Rating
4.0
Our Analysis
🎯
Service quality
Many buyers praise quick, helpful customer service and fast problem resolution; a smaller group report unhelpful, dismissive replies and unresolved complaints.
Share
Mixed
11%
💰
Value for money
Several shoppers describe reasonable prices and good value; others report products that felt overpriced for the finish or were wasted due to quality or date issues.
Share
Mixed
12%
⚡
User experience
Most reviews highlight an easy ordering process, simple image upload and prompt delivery; customisation options and packaging are frequently noted positively.
Share
Strong
19%
🔧
Product quality
Many customers report durable, well-crafted personalised items; a notable number report poor finishes, faded prints, wrong sizes or problematic edible products.
Share
Mixed
23%
📞
Communication
Several reviewers praise clear, helpful communication and updates; others describe slow, generic or dismissive responses when raising issues.
Share
Mixed
11%
⭐
Overall experience
Overall impressions are mixed: many positive accounts of on-time delivery and pleasing gifts, balanced by recurring reports of unsatisfactory outcomes and complaint handling.
Share
Mixed
25%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
100% Independent
Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (November 2021 – September 2025).
This is my go-to place for custom…
"This is my go-to place for custom t-shirts. Even after several wash cycles, the t-shirts and the print keep their quality. And I love how you can cust..."
torpormeister
Trustpilot
Sep 30, 2025
Featured for: Positive product and fast resolution
Product is unique and personal
"Product is unique and personal The after sales service has been amazing. I cannot fault any member of your team. I had a problem with my parcel being..."
Ginnette
Trustpilot
Sep 30, 2025
Featured for: After-sales resolved delivery error
Smelled Horrible & Full of powdered chicken! 🤢🤢
"Ordered personalized praline heart. Belgium chocolate? (no way in hell!) To be honest, it never even occured to me to research the ingredients in thes..."
Kathy Preece
Trustpilot
Sep 30, 2025
Featured for: Contaminated chocolates; refund refused
Gaslighting customer service, misleading 3d model of the end result
"The mug would be of great quality if Their 3d model showing the end result wasn’t extremely misleading. Customer service wouldn’t acknowledge it despi..."
Karolina Blajszczak
Trustpilot
Sep 30, 2025
Featured for: Misleading mockup; poor customer service
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
V
Vivian Xavier Antunes
trustpilot.com
Sep 30, 2025
The cutlery are so cute
The cutlery are so cute, the box is very nice. I...
C
Cheeky Caitlin
trustpilot.com
Sep 30, 2025
Beautiful Personalised Gifts!
Beautiful choice of engraving styles. Quality of wine glasses is really good & very reasonably priced....
t
torpormeister
trustpilot.com
Sep 30, 2025
This is my go-to place for custom…
This is my go-to place for custom t-shirts. Even after several wash cycles, the t-shirts and the print keep their quality. And I love how you can cust...
L
Les Field
trustpilot.com
Sep 30, 2025
Granddaughter gift
The service was great, The communication was exce...
K
Karolina Blajszczak
trustpilot.com
Sep 30, 2025
Gaslighting customer service, misleading 3d model of the end result
The mug would be of great quality if Their 3d model showing the end result wasn’t extremely misleading. Customer service wouldn’t acknowledge it despi...
I
Ioana Costache
trustpilot.com
Sep 30, 2025
I've ordered my gifts from Your…
I've ordered my gifts from Your Surprise a few times and I have always been pleasantly surprised. Everything from placing the...
M
Ms Marie Mccullagh
trustpilot.com
Sep 30, 2025
Excellent
Excellent. Easy order / delivered quickly / efficient. Good end...
M
Maureen Tod
trustpilot.com
Sep 30, 2025
Fantastic
I ordered fridge magnets as a gift for my mum (she’s in her 80s and very difficult to buy for) and was very impressed with the speed in which my order...
S
Sian Turner
trustpilot.com
Sep 30, 2025
I would like to thank you for the gift…
I would like to thank you for the gift it is amazing! I had a problem with delivery and y...
H
H Hutcheson
trustpilot.com
Sep 30, 2025
Lovely item, caution not to order in advance
Love the personalised boxes for wedding favours, they are cute and given the bride and groom both love Toblerone they are very appropriate for them. I...
K
Kapka Dragomirova
trustpilot.com
Sep 30, 2025
Very good quality
Very good quality, fas...
J
Jessica Marsh
trustpilot.com
Sep 30, 2025
Personalised wedding favours
Pleasantly surprised based on some of the reviews. We ordered the personalised toblerones for our wedding. They came as displayed in t...
L
Lara
trustpilot.com
Sep 30, 2025
Perfect suitcase
I asked for a customized suite case and it’s absolutely perfect. Now I have an unique suite case . O...
A
Abby K.
trustpilot.com
Sep 30, 2025
Overpriced DIY job instead of real personalization
Two stars because the bowl itself is okay. But I paid 50 francs for a name that was poorly stuck on with cheap stickers. Some letters were coming off...
A
Angela Locke
trustpilot.com
Sep 30, 2025
Personalised worktop saver
Easy to use website, uploading photos was simple, great products. I purchased the worktop saver and I'm real...
C
Colette Crowe
trustpilot.com
Sep 30, 2025
Ordered pendant
Ordered pendant. Picture is so faded, not clear at all. No chain with it. For price am di...
G
Ginnette
trustpilot.com
Sep 30, 2025
Product is unique and personal
Product is unique and personal The after sales service has been amazing. I cannot fault any member of your team. I had a problem with my parcel being...
A
Amanada
trustpilot.com
Sep 30, 2025
Defiantly worth using.
I ordered a clock with my cats photo, dob and date he was pts. It arrived exactly as I requested. I have use...
K
Kathy Preece
trustpilot.com
Sep 30, 2025
Smelled Horrible & Full of powdered chicken! 🤢🤢
Ordered personalized praline heart. Belgium chocolate? (no way in hell!) To be honest, it never even occured to me to research the ingredients in thes...
T
Tash C
trustpilot.com
Sep 30, 2025
The sent a product that was terrible…
The sent a product that was terrible quality, agreed it wasn't to standard...
Conclusion
Reviews show frequent positive experiences with ordering, customisation options and on-time delivery, and several customers praise prompt replacements or help with delivery errors. At the same time there are recurring complaints about final product finishes (faded prints, stickers, wrong sizing) and specific problems with perishable items and mockup accuracy. Consumers planning event orders should check edible product best-before dates and confirm mockup placement before ordering; for personalised prints verify image size and centre placement. Reading recent reviews and contacting customer support about special requirements can help reduce the risk of disappointing outcomes.