Iconic store owner honoured for excellent customer experience

The UK-based Farlows Group has been recognised for the excellence of its customer experience with a top award.

The company, which owns the prestigious Farlows store on London’s Pall Mall and the Sportfish brand, has been honoured with the Feefo Gold Trusted Service Award, a seal of excellence that is said to be a mark of enduring quality.

Robin Philpott, CEO of the Farlows Group, said: “We are incredibly proud to receive this recognition from Feefo. To be honoured for our commitment to our customers is a great achievement and a recognition of the focus on customer satisfaction throughout our team

“At a time when authenticity is a key driver of success, this award proves that our attention on service is setting us apart. We remain dedicated to listening to our customers and using their feedback to innovate and deliver the service they deserve throughout 2026 and maintaining our 4.9/5 star customer rating.”

Tony Wheble, Feefo CEO, added: “The Trusted Service Awards were established to honour brands that prioritise the voice of the customer above all else. By winning this award, Farlows Group has proved it listens to its customers and acts on that insight to create world-class experiences.

“In an increasingly crowded marketplace, this achievement distinguishes Farlows Group as a leader in transparency and service excellence, setting a gold standard for others to follow.”