Our initial target was to reach 250 reviews, we was able to pass this in a little under 3 months with only a small percentage of invited users actually filling out the reviews, it has taken a little over 6 months to hit our first year target of 1000 reviews. Our current score is 9.6 here is a break down of how our first 1000 reviews were scored by our users

The Great the good and the bad

• 5 stars 89% 891 reviews
• 4 stars 8% 77 reviews
• 3 stars 2% 15 reviews
• 2 stars 1% 12 reviews
• 1 star 0% 5 reviews

We are very happy that only 3 percent of people gave us less than 4 stars, we contacted several of the 4 star reviewers and the most common replies for leaving 4 stars seem to be ” Its just habit I never give 5 stars for anything ”

Here is a sample of some of the 4 star reviews we received

Arrived promptly and well packed

Website was easy to use, and the towbar arrived quickly and was well packed so no chance of damage in transit

Great Service in France

Ordered a towbar electrics connector from PF Jones on Friday and it arrived today, Tuesday. Looks like everything is there as not had time to install. Thanks for what seems a great service! 4 stars as I am hard to please!!! 😉

Great service !

Great service bought 2 tow bars from here now would come back every time for another !

Quick Response and delivery

Quick Response and delivery

The Good

Over 89% of users that left feedback marked us as delivering 5 star service, out of 891 5 star comments left some really made us smile, my favourite was the 1000th review left by a buyer in the USA.

Deeds, not words!; Give us the tools! This is your victory!

I can only explain the service In the words of the great Winston Churchill. I never spoke to anyone, yet the towbar arrived in pristine condition in 3 days to the U.S. Two companies in Germany would not sell it to me and the product has ceased sales in the US. Britain, as allies, we have beaten the Germans again. This is your victory.

This is getting boring!!

I keep ordering stuff from PF Jones – not the easy stuff but things like hard to find parts for 10 year old Eberspachers and tow bars for cars that have only just been produced. I have to say I am bored rigid now – time after time they have got the parts in stock – time after time they are the cheapest on the internet and time after time the good are delivered to the far side of the back and beyond within 48 hours. BORING!!!

Sometimes just for fun I phone their help line and ask questions about outrageously off the wall subjects and the people answering the phone have always had the answer.

BORED RIGID !!! I must find a new sport.

Keep up the great work guys 😉

More pulling power than there towbars

Web site is very user friendly and prices are very competitive .and the delivery was superb

Bought the goods for half the price advertised elsewhere, says it all doesnt it

Easy to order without making a mistake and goods arrived next day. Well wrapped

I make no bones, I would buy again from PF Jones.

I ordered this tow hitch on a Wednesday and the following Friday evening it had been delivered and it was fitted to my car ready for use. Good or what ? Really pleased with service, thank you.

5 Star, Bar Tenders

Wanted to equip my trusty Suzuki jeep with a tow bar to put a caravan onto the site at this years Glastonbury festival. After some serious surfing on the inter web, found the PF Jones site. Couldn’t believe how reasonably priced their towbars were, after some of the 3 figure quotes that I had got. Looked at some of their customer satisfaction letters, which gave me confidence to give them a try, so glad that I did.
Put the order in on Saturday morning, OK, it’s the weekend, so didn’t expect too much, but 9 o’clock Monday morning the UPS man, and his van were there, with a really heavy brown cardboard box containing the bar, and everything needed to install the it onto the car. Really, really comprehensive instructions on how to install everything, made the job a breeze to complete, finished the hard bit, putting the bar on just after lunchtime. Checked out the instructions for fitting the electrics, no worries, looks a doddle, will be doing that at the weekend as there is now no rush to finish the job, Glasto is at the end of the month, SWEET !.
Thank you very much PF Jones, A, for supplying good kit, in good time, at a good price, and B, for making the job so easy with the help, and guidance you gave. Thanks again.

The bad

The most common theme on complaints seemed to be from people who had items either picked wrong or damaged in transit by the courier, as a result of these insights the company has invested in a electronic order picking system for our warehouse staff. We have managed to reduce incorrectly picked items to around only 0.03% of all orders ( we are working hard to hit 100% accuracy).

With regards to the courier damaging parcels we only use large international couriers UPS is our preferred courier partner at the minute and over 99.8% of all parcels we send reach the customer undamaged. UPS like all couriers make there business by delivering parcels and are as keen as we are, to ensure that parcels reach there destination undamaged therefore saving them having to pay out compensation.

As you can see from the stats the amount of problem orders we have is less than 3 percent and in 99.9 percent of these cases we are able to come to a workable solution, we are only at the end of the phone.

What we have learned

Trustpilot has helped gives us insights to where we are performing well,

• Excellent communications, keeping buyers updated on the progress of their order/s.
• Offering a large range of great products at prices that are rarely beaten on the web.
• Having a really easy to use website that helps people understand what they need.
• Offering excellent after sales product support.
• Delivering items all over the world in super fast time.

Thank you to all the users who have left feedback and help us as a business grow and better meet the needs of our customers.