Trustsentinel Reviews 

I see you have now refunded someone who returned their order on 3rd Aug & wrote a review about how they had not received their refund & had contacted their back to sort out.
We have also returned our order ( on 13th Aug ) & not received our refund & have also contacted our bank as we have made you aware. So we would also like our refund now please . Don’t forget we also reported an issue with out products so return should have been free not £19.90!!
I have sent you a copy of the first email clearly stating the issue. At no point was this addressed when asking us to return.

Extremely disappointing experience – still waiting for my £89.10 refund

I ordered two carbon monoxide detectors from Trust Sentinel. When I placed the order, there was no indication that delivery would be delayed or that the products were being shipped from China.

As the order was taking much longer than expected, I purchased detectors from another provider instead and contacted Trust Sentinel to cancel my order.

I was told the order had already been dispatched and could not be cancelled. The parcel was subsequently returned to the sender and the return was confirmed on 3 August.

Trust Sentinel have also confirmed several times by email that I would receive a full refund of £89.10. Despite this, I am still waiting for my money.

For the past month, I have repeatedly received the same response saying they are “checking with the warehouse.” I have now been given this same response several times, despite the return being confirmed and the full refund already being agreed in writing.

Trust Sentinel, I have waited long enough. The return was confirmed on 3 August, and you have repeatedly confirmed in writing that I am entitled to a full £89.10 refund. Please refund the money you owe me.

I should not have to spend weeks chasing a refund that has already been agreed.

What should have been a straightforward cancellation and refund has turned into an extremely frustrating experience and very poor customer service.

I would not recommend Trust Sentinel based on my experience.

Response to the rely - it’s funny how I’m getting more of an update on the situation now I have wrote a review and reported you to my bank. It has not been communicated to me that it’s lost in transit or that my refund has been issued.

I have never received the product after over a month of waiting and no response. This is a scam

Ill keep this short because I still feel a bit sick thinking about it. The alarm went off in the middle of the night, we got the kids out and rang the gas emergency number like the leaflet says. The engineer came out and found a problem with the flue. He said the levels werent enough to kill us yet but we would have been breathing it in all winter with the doors shut. I dont really know how to review something that did exactly the thing it exists to do. Just buy one.

Weve got a log burner in the front room and Ive been saying ill sort a CO alarm for about three winters now. What made me pick this one was the number on the screen, the old style ones just beep or they dont. Went up to 12 one evening when it wasnt drawing right, which the old one would never have told me. Got the sweep out the following week. Money well spent.

What price safety? Possibly the best thing I have done to protect my family. I ordered a pack of 4, 2 for my home and 2 for my sons. Plugged mine in, they display in real-time the levels of Co present in my house. As I have a 31 year old gas hob I want peace of mind regarding gas leaks. My gas boiler is the loft, so I'm unlikely to notice any smell until the levels are higher than a safe limit. Very happy with my purchase, the prompt delivery and the way this company updated me. Yes, it's a drop shipment, because they are manufactured in China, as are most products now, but for once this company delivered.

Quick update: Still no response when asked for the returns information,I have emailed at least 5 times. I have reported to my bank and also citizen's advice,who will hopefully advise me on what time do next.

Trustsentinel has replied to this review,but I can't reply to it directly,so have edited this .
Trustsentinel has stated that they have replied to my previous review with the returns address- this is not true.They also have not replied to my emails with the returns address ,so I still have no way of returning the items.
Trustsentinel have also stated that I have left 5 1 star reviews on trustpilot regarding the carbon monoxide detector,this is not true. I wrote my original review a couple of weeks ago and then an updated review yesterday (23.8.26)
If you are reading this update Trustsentinel,please send me your returns address on here.Many thanks.

I bought 4 x Sentinel Carbon Monoxide detectors. Delivered OK. As an after thought (I'm a dummy for this) I emailed Sentinel to ask for a certificate number for the CE mark on the product and proof that a UK organisation had tested the detector to verify that it at least complied with UK standards also to confirm the claims on their website. They replied with the same claims on the website but no proof. I then replied to say that as they cannot prove the product is electrically safe and does detect CO as described, that I wanted to return the product and get a full refund. The website states that if not satisfied then I can get a full refund within 90-days of purchase. I've had no reply ..... what a surprise. I've reported the website to Citizens Advice who said they would pass it on to Trading Standards. I've made a section 75 claim to my credit card company and will be contacting Report Fraud in the next day or 2.

Update 27 August 2026
1. You have not replied to 2 of my emails.
2. The CE mark only covers electrical safety and does NOT certify whether the CO detector will detect CO to at least UK standards.
3. If you have the relevant information why not publish it on your website like every other legitimate sellers.

I will email you, again, to ask for a refund but, as you did not reply to an earlier request, I will not hold my breath for you comply with your stated 90-day refund guarantee. I will edit this review if you actually make a refund.

Awful experience. They just send devices from temu for 4 x the price. Can’t even be bothered to stick their own brand label on the box. Total scam. Avoid at all costs.

Sentinel CO & GAS detector

Yes obviously came from China arrived in about two weeks. Looks good but too early to tell if it works. So far no problems

I ordered 2 TrustSentinel CO alarms after reading, as many others have, a Facebook advert discrediting the “bog standard” CO alarms. Only after ordering did I check the reviews which I normally do the other way round!

There are many 1 star reviews for these alarms from people cancelling their order before it even arrives due to reading scaremongering bad reviews from other people who have cancelled their orders due to reading scaremongering reviews themselves!

Yes, this is an online store front for a product made in China, yes it ships from China and yes, the company is registered in the USA. All this information is available in a link at the bottom of their webpage. There are reviews complaining of massive mark ups, this is how business works surely though? The units are cheap to buy from the supplier but only if you’re purchasing them by the 1000’s! Shipping is free too. I did a search for a digital Fire Angel alarm and that was £43 on Amazon so a very similar price.

After feeling slightly duped myself I researched where Fire Angel alarms are manufactured and guess what? A quick search suggests they are designed in the UK and manufactured/assembled in China too!

Anyway my alarms arrived after 14 days which is just within their stated maximum of 15 days, I plugged them in and they appear to work perfectly. No upside down display although there is a button to change that anyway and everything appears to be working as expected. Time will obviously tell but I can’t fault them at present.

I felt I needed to leave a fair balanced review due to what seems like many unfair reviews that are not about the product but people’s perception that they have been scammed

Having read the reviews I thought oh god I’ve been scammed but I decided to wait and see because I didn’t think I would get a refund easily. Well it came quite swiftly … obviously from China but then most products like this are these days… 10 days and last mile carrier was Evri. Ordered the bundle for 3 houses. So I’ve spent quite a lot here and I was quite worried. I’ve now plugged a unit in and it is presenting the display the correct way up and seems to be reading the correct temperature and humidity. At the moment its summer and I’m not using the Rayburn or woodburner so I can’t actually test the product but all seems in order so I’ll report back later in the year. It is possible that this is actually a good product.. the jury is out!

Leaving a second review after having done a lot of research on this "company".

I requested cancellation twice within less than 24 hours. Neither request was responded to, my order was "shipped" at 3am (no uk company ships at that time except amazon because they work 24 hours) and I was told a refund could not be processed due to this which violates consumer law (which I told them and still was denied).

Their terms state 8-15 business days for delivery: a red flag for a "uk" company.

They state you must email them for a return address and the cost is on the consumer. I have since recieved my order and rejected it at the door as a consumer is not liable for the cost of returning items to an address in another country if it is not clearly stated on the website. (Being buried in the terms does not count).

They have informed me they will process a refund once the parcel has been received back to "their warehouse" (in China... not the UK). We'll see about that. If they do, I will consider changing my review.

I have been building a case of evidence against this company, just in case they choose to violate my rights further than they already have.

This is not a new or small company. They are an e-commerce creating basic sites and scaremongering people to buy their cheap Chinese products for a 200% markup (these exact models are £13 on aliexpress).

Edit: they have flagged this review for defamation because they dont want people to know the truth. It has been edited to keep you informed that they are problematic. They have stopped responding to negative reviews and instead, begun flagging them as defamation etc to get them removed. Pathetic.

Mainly leaving this review because of the experience I had with customer service.

I ordered this under similar circumstances as others. Been meaning to get new alarms, saw these on Facebook, and thought I would try them. Annoyingly, I ordered them and then realised they won’t be suitable for the plugs where we are moving to for various reasons and we will need wall mounted ones instead.

I emailed the address on the order form (a Gmail account) within an hour of ordering explaining that I would need to cancel the order as the product won’t be suitable.

Only then did I read some reviews of both the product and the customer service.

I found a second email address in the replies from the company which I thought I would also email just to be on the safe side.

I received replies from both accounts fairly quickly but the responses were contradictory. This, really, is the reason for the 3 star review rather than 4.

One response said that they would happily process the cancellation but wanted to offer me 30% refund and I could keep the products. I responded to say I just wanted a full cancellation. This exchange ended with a full cancellation and refund eventually. The refund came through within 2 working days and it’s all fine.

Another email address said that the cancellation cannot be processed because the products had already shipped but that I could proceed with a full product refund once the products arrived. This email explained the process for doing that.

In the end, I got my refund and there was no shipping notification for my order. For this reason, I can’t fault them on the customer service and speed of processing my request. Especially because it was an oversight on my part really and I’m appreciative that they understood my predicament and still issued the full refund. However, it was confusing getting contradictory responses.

From the reviews and research, I can see that this is a new company. Perhaps new company learning curve, they’ve all had them and everyone starts somewhere. I cannot comment on the product itself but can say confidently that they were very professional, kind, and accommodating (both responses). It just might be a good idea to track the responses to customer emails in a better way so that contradictions like this don’t happen.

I wish them the best and hope they find their feet. Thank you, again, for being so kind and accommodating.

(first reaction)Emailed multiple times to cancel my order after seeing all the reviews on here. I feel stupid for not checking first. Customer services is none existent. Still trying to cancel my order after I've received my tracking info. (Update) Customer service were actually really nice. They're are receiving a lot of cancellations. And that I'm sorry for. But using AI stories to sell a product on FB and then seeing the reviews on here did make me panic.
I have tried the product it does work... However I won't know if it's actually doing its job until there is an actual CM poisoning risk. So with that, I'm going to keep 2 and return the rest. I don't need 4.

I have not received my parcel, as the courier delivered at the wrong address. Rather than apologise and refund me for my purchase that I haven’t received, they have told me numerous times to contact the courier service. However the courier service are telling me to contact the seller. No accountability is being taken by this company. Very very poor. DO NOT PURCHASE FROM THEM.

Failed to deliver via Evri
Evri Said parcel was "left in a secure place"
No photo of parcel on doorstep or anywhere on my prorperty!!
Poor response from Trust Sentinel who keep referring me back to Evri, and Evri keep telling me to contact the seller.
Absoulute Scam dont waste your money, also minimum order is 2 units so kissing £99 gooodbye.
Well Pi**sed Off

Initially after purchasing i did read a couple of negative reviews on TrustPilot about this company that made me think it was not a legitimate company and i wasnt even sure of getting what was promised.

I am happy to say the product arrived in reasonable time and does actually appear exactly as per their promises.

A minor correction that they need to fix is that there is great difficulty in submitting their complain form and does not accept phone number even +441234567890

They really should provide other means of communication apart from the ticket submission which seems like they maybe purposely disabled this way...

In fact on my raising this issue I was contacted by their customer support who even discounted the product and I have received this discount.

Well done TrustSentinel you have successfully recovered my Trust and hope you can fix the phone format issue. If you need me to beta test or final test your solution I would be happy to do so (at my normal business rate of course :))

Leaving a review to try and offer some balance here as some of these reviews seem very unfair. I also saw the advert on Facebook and decided to buy the alarms as I wanted the live display. I checked the Trustpilot reviews after which was a bit of an unpleasant experience but instead of completely panicking I noticed something that in my experience means it is not at all a scam - the way they responded to the negative reviews. This is not how a scam operates. So I decided to wait and see what the product was actually like. They have now turned up exactly as described, all plugged in and working fine. They were sent via courier with tracking all the way and arrived in 7 days exactly. Less than other shipping from China. Yes this company uses a Shopify website and drop ships from China - that is not a problem it’s not an inferior product, the majority of everything is manufactured in China. The display is not upside now - it is in the little manual and as soon as you plug it in it is showing the correct way up. It is due to them being manufactured for a variety of plugs. All showing 0 ppm luckily. Temperature and humidity seems correct. My recommended to make this a better buyer experience would be to make this very clear on the website and add a clear business and returns address even if this is in China. I will come back and update on the longevity of the product but so far so good. For anyone who genuinely wants the alarms - please don’t panic it’s all fine.