For me its a great benefit, that, especially when buying expensive products, my orders are secured up to 20.000€. I recently figured out, that I can extend my secured timeframe when orders take real... See more
Company replied
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See what reviewers are saying
I was ordering Koshi chimes from Klangschalen Shop and had an issue with checking out. I contacted them and the owner Alexander responded quickly letting me know about website updates. I was able to... See more
Ok I have to modify/retract my previously critical review - I complained via Trusted Shops and the shop finally delivered the goods. The shop (feelgood-shop) claimed the delay was due to the Easter ho... See more
Company replied
When paying for a one-time insurance on a transport they charged me 12 €. HOWEVER they set up a payment scheme to pay annually….?? Then when I contact them to cancel the plan I never signed up... See more
Company replied
Company details
Written by the company
Trusted Shops ist das führende Gütesiegel inklusive Käuferschutz sowie Produkt‑ und Shopbewertungsplattform für sicheres Einkaufen in Onlineshops in Europa.
Contact info
Subbelrather Straße 15c, 50823, Köln, Germany
- 0221 - 775366
- info@trustedshops.de
- www.trustedshops.de
4.0
Great
50K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 99% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Paying for membership protection and get only ignored.
TS2C-2024313620
Over one month for solving the issue about the complicated delivery of a €4,000 computer that I have ordered from a German electronics store. I have contacted DHL a couple of times, and I have contacted the seller a dozen times. I've opened a Trusted Shops buyer protection claim.
They keep ignoring me, extending the conversation by opening a new agent ticket. They've already reviewed it on the 22nd of September. Every 5 days, the date gets updated. The last update was the 6th of October, when they've seen it for the first time and started to investigate.
The support is basically none that I get from all three subjects: sender, seller, and Trusted Shops. I get only to wait. There is no update about anything being done, and they are basically waiting for my buyer protection to expire.
October 7, 2026
Unprompted review
Reply from Trusted Shops
Dear Sofie,
Thank you for your feedback. We understand that the long waiting time and the lack of visible progress are frustrating, especially given the value of the order and the complexity of the delivery issue.
Please be assured that your buyer protection will not expire while your case is being actively processed. We are currently in contact with the online shop and are continuing our investigation. Unfortunately, cases involving delivery disputes can sometimes require additional clarification between all parties involved, which can extend the handling time.
We understand that waiting is difficult and appreciate your patience while we work toward a resolution. If you have any further questions regarding your buyer protection case, please feel free to contact us at buyerprotection@trustedshops.com. Your Trusted Shops team.
Ghosted for weeks (Claim TS2C-2014030028)
paid for Trusted Shops Buyer Protection, believing it offered actual protection against dishonest merchants. It turned out to be a complete illusion of security and a total waste of money.
Here is how Trusted Shops "protects" buyers:
1. I returned unused goods to Ray-Ban Germany using an official UPS label. The return package was delivered to their warehouse over a month ago.
2. The seller refused to refund my money and submitted baseless slander to Trusted Shops, calling me a "FRAUD client" without presenting a shred of evidence.
3. I uploaded full, indisputable proof directly to Trusted Shops: the official order confirmation, UPS drop-off receipt, and delivery tracking confirmation.
4. On September 17th, Trusted Shops stated they were "checking the case" and would get back to me "shortly."
Since then, there has been absolute radio silence. No decision, no update, no refund, and zero support for weeks regarding Claim TS2C-2014030028.
Trusted Shops takes money from customers for "Buyer Protection," but when a merchant violates basic consumer laws and hurls slander at paying clients, Trusted Shops simply disappears and ignores the case.
What am I paying for if your "protection" is completely unresponsive when a seller illegally holds my money?
Resolve Claim TS2C-2014030028 and refund my money immediately!
Update:
Now they assigned me a meeting to show my documents, but when I wrote a date, they never replied me back!!
August 25, 2026
Unprompted review
Reply from Trusted Shops
Hello Aleksei,
Thank you for your review.
We are sorry to hear that you are dissatisfied with the process and understand that the delay has been frustrating.
In this case both the online shop and UPS identified indications that required further verification. For this reason, we are currently awaiting complete documentation from your side.
To ensure that the case can be assessed correctly, Trusted Shops will carry out further verification steps. This review is intended to clarify the circumstances of the case and may unfortunately result in a longer processing time.
We sincerely apologize for the delay. Please be assured that your case is being actively reviewed and that we are working on it.
If you have any further questions, we are happy to help.
Best regards,
Your Trusted Shops Team
I was a paid member for 2 years and no help
I was a paid member for 2 years for a purchase I made. When I had some issue with the purchase I was told that they do not work with the shop for which I took subscription from trusted shops. And they cannot help anymore.
The whole reason for which I paid them.
Cancelled my subscription now. Really bad service.
August 28, 2026
Unprompted review
Reply from Trusted Shops
Hello Puneet,
Thank you for sharing your experience. We are sorry to hear that you were disappointed and that your expectations were not met. We understand how frustrating it can be when you seek support and are unable to receive the assistance you were hoping for. We appreciate your feedback and will take your comments into consideration as we continue to improve our services.
Your Trusted Shops Team
⭐ 1/5 – €20,000 and 12 Years Later: Signing Up Is Easy. Getting Out Is Another Story: stay away
After 12 years as a paying customer, my advice is simple: stay away from Trusted Shops.
We paid them €20,000 over the years, but when we actually tried to leave, cancellation felt almost impossible. Every time, there was another deadline, another notice period, another reason we were still tied in.
Different Trusted Shops employees gave us contradictory information: one confirmed in writing that we had already terminated and didn't plan to continue; another later said there was no valid cancellation and the contract continued.
After 12 years, there is now even confusion over which of our companies they actually contracted with, yet they still insist the contract is active and keep demanding payment. For a company with "Trusted" in its name, that irony is hard to ignore.
We have completely lost trust in this company. Our advice to every webshop owner: stay far away, and if you sign up, get every renewal and cancellation detail in writing.
We would never choose Trusted Shops again.
UPDATE 1 (reply to their updated response):
You can't grant a "goodwill" credit for something that never actually happened. That's not a concession, it just underlines the contradiction we've pointed out from the start.
Reading many other public reviews about this company, our case doesn't look isolated: contracts that are hard to leave, with shifting cancellation conditions. In our case, there's an extra layer: they aren't even clear on which legal entity they supposedly contracted with.
We won't be changing our position. We're taking this through the appropriate legal channels.
Our advice stands: stay far away (!), and if you're already tied in, consider legal channels too. This conduct shouldn't be accepted from any company in Europe in 2026.
Bigger question: when a company built entirely on customer trust behaves like this in the middle of Europe, where are the German (!) and EU (!) authorities and consumer protection bodies (!) who are supposed to step in? Time to find out, together.
UPDATE 2 – 27 September 2026:
A serious new development: our entire historical review record on Trusted Shops, about 9,000 reviews built up over 12+ years, has disappeared. The page now says "No reviews yet."
We paid roughly €20,000 for this, in full, up to April 2026. We don't use the Trustbadge, so this isn't about that. We've asked Trusted Shops to point us to any clause allowing this. We've found none ourselves.
Our conclusion (!): it looks like either you keep paying forever, or you lose everything you built. We hope this is an administrative error, not their actual business model.
Warning to other merchants: export and preserve your review data now. We're preparing further legal and regulatory steps and will publish their answer.
April 1, 2026
Unprompted review
Reply from Trusted Shops
Hello Daniel,
Thank you for sharing your feedback and for taking the time to describe your experience in such detail.
We are genuinely sorry that our long-standing relationship has ended on such a disappointing note for you.
Over the past 12 years, we have achieved a great deal together, and we truly value the trust you placed in us throughout that time. It is therefore regrettable to see that the final phase of our collaboration has led to frustration.
We would like to clarify that we can only process a contract termination based on a clear and unambiguous cancellation request. While we understand that intentions may seem evident from certain communications, we cannot legally end a contract based on assumptions or interpretations. For the protection of both parties, we must rely on a valid and explicit cancellation notice.
In your case, the contractual cancellation deadline had already passed. Nevertheless, in an effort to find a fair and customer-oriented solution, we agreed to end the contract six months earlier than originally required and issued a corresponding credit for that period. This was an exception beyond our contractual obligations and represented the maximum accommodation we were able to provide.
We regret that this outcome did not meet your expectations. Despite our differing views on the matter, we would like to thank you for your many years as a customer and wish you and your business continued success in the future.
Kind regards,
Trusted Shops Team
Stay away from this company
It's a scam. Despite us stating that we did not want to renew our membership, they forcibly renewed it and are now demanding money from us. Even though we sent them proof, they constantly threaten us. Their communication is terrible; they take 9 days to respond to emails. Stay away from this company.
August 24, 2026
Unprompted review
Reply from Trusted Shops
Dear Alex, thank you for your feedback. We are sorry to hear that you are dissatisfied with your experience.
We would like to note that whenever we receive a cancellation notice, we process it accordingly and confirm the cancellation in line with our transparent cancellation terms and deadlines. For this reason, we would be happy to review your individual case and the correspondence once again to better understand what may have happened.If you are a shop and have questions regarding your membership, please contact our service team at members@trustedshops.com. If your concern relates to the handling of a buyer protection, you can reach us at service@trustedshops.com. We would appreciate the opportunity to clarify the situation with you. Your Trusted Shops team.
Reply from Trusted Shops
Dear Tony,
Thank you for your feedback.
We are happy that you would like to submit a review and share your latest experience with other online users. Your feedback also helps the online shop to improve its shopping experience.
We kindly ask you to forward your order confirmation to reviewservice@trustedshops.com. As soon as we have checked that your order was placed in one of our member shops, we will send you a review link.
Your Trusted Shops team
The seller activated the service…
The seller activated the service (without my request) to protect my package. I've had an automatic renewal for two years without ever requesting this service.
They send just email in german. Nothing is translated in english.
And copying the text and translating it, there was no info about an automatic renewal.
August 20, 2025
Unprompted review
Reply from Trusted Shops
Dear Edoardo, Thank you for your feedback. We would like to clarify that a Trusted Shops buyer protection for consumers is renewed automatically unless it is cancelled. However, the initial registration or activation of the buyer protection is not automatic and requires the customer's consent.
If you would like us to review the details of your buyer protection, please contact our customer service team at service@trustedshops.com.
A scam site
A scam site. They do not approve many negative reviews and completely ignore if you object. Search for yourself how many shops have 5 stars on trustedshops and 2-3 stars on reputable sites like Trustpilot. Do not ever trust this BS site, it is 100% shop-driven, it's not on your side as a customer.
August 11, 2026
Unprompted review
Reply from Trusted Shops
Dear David, Thank you for sharing your feedback. We are sorry to hear that you seem to be disappointed.
We would like to clarify that reviews are not moderated based on whether they are positive or negative. Both critical and favorable reviews can be published as long as they comply with our review guidelines. If a review is reported, it is assessed against these rules, not the rating it contains.
We understand that it can be frustrating if you disagree with a moderation decision or feel that your objection was not addressed as expected. If you would like us to take another look at a specific case, please contact us at reviewservice@trustedshops.com with the relevant details. We will be happy to review the matter.
Thank you for taking the time to share your perspective. Your Trusted Shops team
Very very trusted application 👏
February 19, 2026
Unprompted review
For all small e-commerce- STAY AWAY…
For all small businesses- STAY AWAY FROM THIS COMPANY> I had and still having the worst experience. Their sales team is incredibly aggressive and rushed to close a deal and failed to inform me about the contract being impossible to get out of. They never even sent me the proper contract to read through, just an online form. If you have any issues, prepare to be treated like a pest. THERE IS NO WAY TO CALL ANYONE in this company. The contact phone number just goes straight to answer machine I NEVER EXPERIENCED ANYTHING LIKE THIS. After I changed company data they charged me a fee without telling me beforehand. This is one of these business-vultures who profit off hard work of small e-commerce. If you are a small business I would recommend you invest this money in building trust with your customers the old reliable way instead!!! I wish I could end my contract now but I am still being charged for services i dont want or need. Absolute the worst scam.
July 1, 2026
Unprompted review
Reply from Trusted Shops
Dear A.M,
We are very sorry to read about your experience and understand how frustrating this must feel. What you describe does not reflect the level of transparency and service we aim to provide to businesses, especially small e commerce shops that rely on trust and clarity.
We would really appreciate the opportunity to review your situation in detail and help clarify what has happened, including your contract terms and the charges you mentioned. Please reach out to us directly at members@trustedshops.com so we can escalate this internally and work toward a solution with you.
Thank you for sharing your feedback. It helps us improve our processes and customer experience.
Your Trusted Shops team
Remove bad ratings stating that they…
Remove bad ratings stating that they were wrong 😔
June 1, 2026
Unprompted review
Reply from Trusted Shops
Dear Asbjorn, we are unable to find a matching review in the Trusted Shops system related to the issue described. For this reason, we assume that your review may have been intended for a different provider.
We kindly ask you to check the review and, if applicable, correct or remove it. If you do have a concern related to Trusted Shops, please contact us directly at reviewservice@trustedshops.com so we can look into it properly. Your Trusted Shops team
Reply from Trusted Shops
Hello,
Thank you for your feedback.
Unfortunately, we are currently unable to clearly identify your case and therefore do not fully understand the background of your review.
To better understand and resolve your concern, we have already contacted you via the Trustpilot platform and asked for further information. So far, we have not received a response.
We would appreciate the opportunity to clarify this matter together. Your Trusted Shops team
Especially securing my orders is great - and companies listed their - I trust!
For me its a great benefit, that, especially when buying expensive products, my orders are secured up to 20.000€.
I recently figured out, that I can extend my secured timeframe when orders take really long - great! Not easy to find but possible ;-)!
May 4, 2026
Unprompted review
Reply from Trusted Shops
Dear Desiree, Thank you very much for your great feedback and for sharing your experience with Trusted Shops.
We are happy to hear that the buyer protection gives you a strong sense of security especially when ordering higher value products. Securing purchases up to 20.000 € is indeed a key benefit and it is great that you also discovered the option to extend the protection period when delivery times are longer. That flexibility is exactly there to support you in such situations.
Thank you for your trust in the listed shops and in our service. We truly appreciate you taking the time to leave this review. Your Trusted Shops team
My experience with Trusted Shops has…
My experience with Trusted Shops has been extremely negative. I paid for buyer protection, their primary advertised service, and did not receive the refund/service promised. After repeated contact attempts over 3 months, they did not provide a meaningful response. Based on these facts, I believe this amounts to fraudulent conduct. I would not recommend this service.
April 8, 2026
Unprompted review
Reply from Trusted Shops
Dear Keitty, Thank you for sharing your experience.
We are sorry to hear that you are dissatisfied and take such feedback very seriously.
Unfortunately, based on the information provided in this review, we are unable to identify the specific Buyer Protection case or user account. Without a reference number or further details, we cannot review the situation or comment on the individual process.
To allow us to look into your case, please contact our Buyer Protection team directly at service@trustedshops.com and include any relevant details (such as your Buyer Protection number or order information). Your Trusted Shops team
One time buy = payment scheme
When paying for a one-time insurance on a transport they charged me 12 €.
HOWEVER they set up a payment scheme to pay annually….??
Then when I contact them to cancel the plan I never signed up for, they say the have a one-month-cancellation policy??
Either they signed me up for the plan on purpose or they made it so difficult to understand what you actually paid for that people make mistakes.
Be careful when using their services or just find someone else.
April 14, 2026
Unprompted review
Reply from Trusted Shops
Dear Consumer, Thank you for your review.
We are sorry to hear that it was not clear that the PLUS Service would be extended after one year.
According to paragraph 4.2 of our terms and conditions, the termination period of the PLUS Service is of one month. For this resons, you will receive a partial refund 30 days after your cancelation.
"The contract for the PLUS Services has a minimum term of 12 months and will automatically continue for an indefinite period unless terminated at least one month before the end of the current contract term. After the contract has been extended for an indefinite period, it may be terminated at any time with one month's notice."
Since the activation of the service, all your orders placed in online shops with our Trusted Shops Trustmark are protected up to an order value of 20,000 €.
In the event of a non-delivery, non-refund after revocation or insolvency of the online shop, you will receive your money back from us.
Your Trusted Shops Team
This is the bestest company i have reached. And I found my things which made me happy .
This is the bestest company i have reached my experience was excellent. I giving them lot of thanks. Their service was also good .
February 5, 2026
Unprompted review
they refuse to cancel their paid services
I canceled my services on March 2025,I received an email confirmation from them, I forwarded it to them and they said this confirmation email is not valid? What kind of company acts like this?
March 16, 2026
Unprompted review
Best and only trustworthy reviews…
Best and only trustworthy reviews provider!
Plus the extra mile of buyer protection
March 20, 2026
Unprompted review
Reply from Trusted Shops
Dear Ing, Thank you very much for your great feedback!
We aree delighted to hear that you see Trusted Shops as a trustworthy reviews provider and appreciate our buyer protection. Transparency and security for consumers are exactly what we stand for, so it’s wonderful to know this comes across.
Thanks again for taking the time to share your experience! Your Trusted Shops team
They don't like negative reviews
When you write a negative review about a product, they will search for a reason to delete it, while others make similar health or food claims. You don't even get the chance to correct your review. Nothing to be trusted about them. It's best to write a neutral review: The product does not work! No explanation...
March 17, 2026
Unprompted review
Reply from Trusted Shops
Dear Designclaire, thank you for your feedback. We are sorry to hear that you felt negative reviews were deliberately deactivated. At Trusted Shops, both positive and negative experiences are published as long as they comply with our guidelines. We pay particular attention to legally sensitive statements, such as health-related claims, which may result in individual reviews being deactivated.
Your feedback is very important to us, as transparency and fairness in our review process are essential. Your Trusted Shops team
The Trustpilot Experience
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We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.