The short answer: a split profile, not a middling one
Hacoo's Trustpilot score of 3.7 is an average of two very different groups. On 12 October 2026 the profile held 3,389 reviews: 1,723 five-star (50.8%) and 1,135 one-star (33.5%), with only 531 reviews (15.7%) in between. Few people leave a lukewarm Hacoo review. Either the order arrived cheaply and they are pleased, or something went wrong and they are angry.
The profile is claimed by Hacoo (since 20 February 2024), and the company had replied to 199 of 201 negative reviews posted in the previous twelve months, taking 2.6 days on average. This page is our own count of the most recent English reviews. If you want the wider question of who runs Hacoo and whether it is a real business, our overview of whether Hacoo is legit covers the company and its ratings; this page sticks to the review data.
Read Hacoo's 3.7 as "half delighted, a third unhappy", not as "average".
How we built the sample
We collected the 200 newest reviews visible under Trustpilot's default English-language filter on 12 October 2026: ten listing pages of 20, sorted by date. Of the 3,389 total reviews, 915 sit under that filter. The sample runs from 29 November 2025 to 10 October 2026, and most of it is recent: 149 of the 200 were posted between June and September 2026. All 200 carry Trustpilot's "not verified" label, meaning they were written by the reviewers themselves rather than invited after a purchase.
Each review was given one primary topic. Title and text were matched against keyword lists in a fixed order, and the first match won:
- Positive overall experience: any 4–5★ review containing a positive word (good, cheap, fast, love, recommend and similar).
- Payment or account issue: blocked or banned accounts, log-in, region, orders that could not be placed or were cancelled automatically, double charges.
- Delivery delay / never arrived: lost parcels, wrong address, tracking, delays, courier names.
- Wrong or damaged item, then quality not as pictured, then sizing, then refund or return problem, then customer service.
- Anything left: 4–5★ counted as positive, the rest as other.
The limits matter. The English filter leaves out German, French and Spanish-language reviews, so continental buyers appear only when they wrote in English. Trustpilot reviewers select themselves. Keyword rules are approximate, and because only the first match counts, a lost parcel that turned into a refund fight is filed under delivery: refund problems are under-counted as a primary topic, and account and delivery issues somewhat over-counted.
The method is simple and repeatable; the numbers describe this sample, not every buyer.
Stars and topics in the 200 reviews
The sample leans slightly more positive than the full profile: 69% four or five stars against 57% overall. There were no three-star reviews at all, which shows how polarised posting is.
| Stars | Reviews | Share of sample | Share of full profile (3,389) |
|---|---|---|---|
| 5★ | 126 | 63.0% | 50.8% |
| 4★ | 12 | 6.0% | 6.2% |
| 3★ | 0 | 0.0% | 5.0% |
| 2★ | 1 | 0.5% | 4.5% |
| 1★ | 61 | 30.5% | 33.5% |
| Primary topic | Reviews | Share |
|---|---|---|
| Positive overall experience | 133 | 66.5% |
| Payment or account issue | 20 | 10.0% |
| Delivery delay / never arrived | 15 | 7.5% |
| Wrong or damaged item | 9 | 4.5% |
| Quality not as pictured | 7 | 3.5% |
| Refund or return problem | 6 | 3.0% |
| Customer service | 4 | 2.0% |
| Sizing | 3 | 1.5% |
| Other | 3 | 1.5% |
The positive group is large but thin on detail. The median four- or five-star review was seven words long, and 82 of the 138 used ten words or fewer: variations on "good app, cheap prices, fast delivery". The longer positive reviews came from repeat buyers who described months of regular orders, low prices, acceptable quality and useful delivery updates. One reviewer added that things worked once the phone's region matched their country, a point that ties in with our guide to Hacoo errors and login problems.
Two-thirds praise, but mostly in a sentence; the detail is in the complaints.
What the one- and two-star reviews are about
The 62 negative reviews were much longer (median 64 words, and our stored text is capped at 400 characters, so many were longer still). They cluster on two problems.
| Topic | 1–2★ (n=62) | 1–2★ share | 4–5★ (n=138) |
|---|---|---|---|
| Payment or account issue | 20 | 32.3% | 0 |
| Delivery delay / never arrived | 15 | 24.2% | 0 |
| Wrong or damaged item | 9 | 14.5% | 0 |
| Refund or return problem | 5 | 8.1% | 1 |
| Quality not as pictured | 4 | 6.5% | 3 |
| Sizing | 3 | 4.8% | 0 |
| Customer service | 3 | 4.8% | 1 |
| Other | 3 | 4.8% | 0 |
Paraphrased, the recurring themes were these. Several reviewers said their account was blocked, or new orders were cancelled automatically, after they had asked for a refund on a damaged or wrong item, sometimes after following an instruction to dispose of the item. Others said the app showed an "orders unavailable" or "internal testing" message, or would not let them change region, so they could not order at all. On delivery, reviewers described parcels sent with an incomplete address, parcels marked delivered by the courier but never received, and a refund refused with the advice to take it up with the courier. Smaller groups described a wrong size or colour, or refund claims rejected despite photos uploaded several times.
Fifteen reviews (7.5%) used words accusing the app of fraud; 14 of them were one- or two-star reviews. We counted that wording but did not treat it as a topic, because it described feelings about an outcome rather than a separate problem.
The typical bad review is about losing access to the account or never getting the parcel, with a refund dispute in the background.
Who is reviewing, and who gets a reply
UK reviewers dominate the English sample, and they are also where most complaints come from.
| Country | Reviews | Share | Of which 1–2★ |
|---|---|---|---|
| United Kingdom | 104 | 52.0% | 52 |
| France | 26 | 13.0% | 0 |
| Germany | 26 | 13.0% | 5 |
| Spain | 23 | 11.5% | 1 |
| Italy | 5 | 2.5% | 0 |
| Portugal | 4 | 2.0% | 0 |
UK reviewers split exactly in half, 52 positive and 52 negative, and wrote 52 of the 62 negative reviews. French, Spanish and Italian reviewers writing in English were almost all positive. That does not prove UK buyers have more problems; unhappy continental buyers may simply write in their own language, which this sample excludes. It does mean UK-specific issues, such as couriers and address formats, are well represented.
| Measure | Value |
|---|---|
| Reviews with a Hacoo reply | 62 of 200 (31.0%) |
| 1–2★ reviews with a reply | 61 of 62 (98.4%) |
| 4–5★ reviews with a reply | 1 of 138 |
| Profile reply rate to negative reviews, last 12 months | 99% (199 of 201) |
| Average time to reply | 2.6 days |
Hacoo answers nearly every complaint; whether the answer resolves it is not something the reply count can show.
Trustpilot against the app stores
Store ratings tell a sunnier story. On 12 October 2026 the UK App Store showed 4.7 from 77,648 ratings, the Spanish App Store 4.6 from 30,230, and Google Play (UK view) 4.6 with about 59.9K reviews and 10M+ downloads. The French App Store, for comparison, showed 4.4 from 43,796.
| Source | Rating | Volume |
|---|---|---|
| App Store UK | 4.7 | 77,648 ratings |
| App Store Spain | 4.6 | 30,230 ratings |
| Google Play (UK view) | 4.6 | ~59.9K reviews |
| Trustpilot | 3.7 | 3,389 reviews |
The gap is normal for shopping apps. A store rating is often a tap given while browsing, before any order has had a chance to go wrong, and the app can prompt for it. Trustpilot is where people go to tell a story, and stories skew negative. Neither number is the true one. The useful reading is that most users like the app itself, while a meaningful minority hit account or delivery trouble that they could not resolve inside the app.
App stores rate the app; Trustpilot rates what happens when an order goes wrong.
Protecting an order against the common complaints
The complaint patterns point to specific precautions. None guarantee a smooth order, but each addresses a problem that showed up repeatedly in the sample.
- Get the address exactly right. Several delivery complaints began with an incomplete label. Check street, number and postcode in the address book before paying, and fix it while the order is unshipped; Hacoo's help centre says the address cannot be changed once shipped.
- Match the app region to where you live. Region mismatches were behind several "cannot order" reviews. Set it before your first order rather than after a problem.
- Start small. Account blocks were the top complaint, so avoid placing a large first order or tying up money you would miss.
- Photograph on arrival. Film the sealed parcel and each item. Hacoo's after-sales window is 15 days from delivery, and claims are reviewed in 24–72 hours.
- Ask for refunds to the original payment method where the app offers it, rather than leaving money in the in-app Wallet, and keep screenshots of every support exchange.
- For a parcel marked delivered but missing, report it in the app straight away and check with neighbours and the courier the same day.
Our guide to Hacoo delivery and returns explains the claim steps in detail. If you would rather see the actual item before it leaves China, a shopping agent shows warehouse photos first; the Hacoo vs agents comparison sets out the trade-offs, and our list of sites like Hacoo covers other direct apps. Our WhatsApp service also sends item photos before dispatch, and you pay per order. For a one-page list of Hacoo's ratings, fees and delivery times with sources, see Hacoo facts.
Correct address, correct region, small first order, photos on day one.
Questions about Hacoo's reviews
What is Hacoo's Trustpilot rating?
On 12 October 2026 Hacoo's Trustpilot profile showed a TrustScore of 3.7 from 3,389 reviews, 626 of them written in the previous twelve months. About 51% of all reviews are five stars and about 34% are one star, so the profile is split rather than average. The profile is claimed, and Hacoo had replied to 99% of negative reviews from the last year.
What do people complain about most in Hacoo reviews?
In our sample of 62 one- and two-star reviews, the biggest group, 32.3%, described a blocked account, a region problem or orders cancelled automatically. Next came parcels that were late or never arrived, at 24.2%, then wrong or damaged items at 14.5%. Refund disputes appear inside many of these stories, so they matter more than their 8.1% share as a primary topic suggests.
Are the positive Hacoo reviews detailed?
Mostly not. Of the 138 four- and five-star reviews in our sample, 82 used ten words or fewer, and the median was seven words. They praise low prices, the app and delivery speed in a line. One-star reviews ran far longer and usually described a specific order. Short praise is still a signal, but it tells you less about how problems are handled.
Why is Hacoo rated higher on app stores than on Trustpilot?
App store ratings are mostly quick star taps from people using the app, and many are given before any order goes wrong. Trustpilot draws people who want to report an experience, which pulls in more complaints. On 12 October 2026 the UK App Store showed 4.7 from 77,648 ratings and Google Play 4.6, against Trustpilot's 3.7. Read both, and weigh the detailed reviews more.
Does Hacoo reply to bad reviews?
Yes, almost always. Trustpilot's profile data on 12 October 2026 showed replies to 99% of negative reviews from the past year, 199 of 201, with an average reply time of 2.6 days. In our sample, 61 of the 62 one- and two-star reviews had a company reply, against one of 138 positive reviews. A reply shows the complaint was seen, not that it was solved.
Is this sample representative of all Hacoo buyers?
No, and we do not claim it is. It covers the 200 newest English-language reviews, 52% of them from UK reviewers, and excludes German, French and Spanish reviews. Trustpilot reviewers choose to post, so very happy and very unhappy buyers dominate; our sample has no three-star reviews at all. Treat the percentages as a map of common problems, not a failure rate.