One of Britain’s most iconic high street retailers has been branded the “most trustworthy” – despite facing major store closures. Clarks has been forced to axe more than 1,200 roles in its latest financial year as revenues dropped by almost £100 million amid a tough period for the UK high street. The shoe retailer’s workforce has decreased from 7,413 to 6,161 during the period, accounts filed with Companies House revealed, as the firm aimed to cut costs.
The cutbacks followed as Clarks, which has 326 stores in the UK, reported a £39.2m pre-tax loss and revenue plunging from £994.5m in 2023 to £901.3m last year. It comes following a new study by Centra, the composable e-commerce platform for global consumer brands, which has identified the most trustworthy fashion and footwear retailers in the UK based on their Trustpilot ratings.
Clarks closed nearly a dozen stores in 2024, including its stores at the Saddlers Shopping Centre in Walsall and the Grove Shopping Centre, Witham. Several more have closed this year so far, including the Westwood Cross branch in Thanet, which closed on June 28, 2025.
The fashion retail sector remains fiercely competitive in Britain, with brands fighting for consumer loyalty and visibility in online and physical spaces. One simple metric that helps cut through the confusion is the percentage of five-star reviews, which gives a clear indication of customer satisfaction.
Clarks, a British shoe retailer established in 1825, tops the list with 88.96% of its 47,291 reviews being five-star ratings. The brand’s longevity and consistent quality have secured its position as the most trusted fashion retailer in the country.
In a statement accompanying the latest financial results, Clarks said: “2024 was a year of transition within the business, as internal and external factors created a variety of challenges. Externally, we were faced with challenging global market conditions.”
“This had a significant impact on the economy, driving volatility in financial markets, influencing investment decisions and shaping economic policies. Coming on the back of continuing major conflicts and inflationary pressures, this led to reduced consumer demand in 2024,” the company added.
Snag Tights, the inclusive hosiery brand, has secured second place with 88.55% of its 113,725 reviews giving five stars. The brand has built a loyal following by offering tights that fit a wide range of body shapes and sizes.
Outdoor clothing brand Passenger takes the third spot with 85.75% of its 40,464 reviews receiving five stars. The brand’s commitment to sustainable practices and adventure-ready clothing has clearly resonated with British consumers.
Coastal-inspired clothing brand Seasalt Cornwall ranks fourth with 85.06% of its 94,974 reviews being five-star ratings, reflecting strong customer satisfaction with its distinctively British aesthetic.
Alternative fashion brand KILLSTAR completes the top five with 84.77% of its 49,936 reviews giving five stars, despite having a slightly lower overall rating of 4.2 compared to other top brands.
PAVERS, another footwear retailer, claims sixth position with 82.59% of its substantial 204,596 reviews being five-star ratings, demonstrating strong trust among a large customer base.
British clothing brand Boden takes seventh place with 81.31% of its 58,375 reviews receiving five stars, followed closely by FatFace in eighth with 81.14% of its 98,934 reviews being five-star ratings.
MandM and Pepe Jeans London round out the top ten with 79.36% and 79.02% of their reviews being five stars respectively, both maintaining solid overall ratings of 4.4.
At the other end of the spectrum, some well-known brands struggle to maintain high levels of customer trust. The data reveals significant room for improvement for several retailers that many British consumers regularly shop with.
FRASERS, formerly known as House of Fraser, sits at the bottom of the rankings with only 50.01% of its 127,314 reviews giving five stars. The department store’s overall Trustpilot rating of 3.3 suggests inconsistent customer experiences.
Fast fashion retailer Missguided performs only slightly better, with 51.55% of its 51,293 reviews being five-star ratings. The brand’s low overall rating of 2.3 indicates significant customer dissatisfaction with their products or services.
Long Tall Sally, which specialises in clothing for taller women, ranks third from the bottom with 58.55% of its 55,408 reviews being five-star ratings, paired with an overall rating of 3.8.
Fast fashion giant SHEIN also ranks poorly with just 59.99% of its 311,080 reviews giving five stars, earning it the fourth lowest position in the rankings.
Slipper and footwear brand Mahabis completes the bottom five with 63.20% of its 42,275 reviews being five-star ratings, despite maintaining a respectable overall rating of 4.1.