There are plenty of negative reviews on the website. Anybody who has been in business for a while will have a bad day, a misunderstanding, incorrect expectations, leading to an unhappy customer. The important thing is a business tries everything they can to resolve any problems or rectify the situation. The customer is completely entitled to leave a negative review outlining their experience, and the trader has the right to leave a professional reply. It is then up to the website visitor or potential customer to make their own mind up. What you won't find is a Trusted Trader that has a lot of negative feedback. Every negative review is investigated to see if lessons can be learnt of if there are any customer service issues that need addressing by Trading Standards. A trader that is receiving continually bad feedback is someone who is not following the Trading Standards Code of Practice, so they will be removed from the scheme and lose their Trusted Trader status.