Family Leisure: most-reported complaints
Automated analysis of 100 public Trustpilot reviews published 2020-05-04 to 2026-07-06. TrustScore 1.7 from 2,372 total reviews — see the Trustpilot page. Quick answer: is Family Leisure legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Across 100 Trustpilot reviews analysed, the most-reported issues with Family Leisure were: Support unhelpful (27 reports), Faulty product (16 reports), Delivery late (14 reports).
How to reach Family Leisure
These are the contact details Family Leisure publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 877-775-3478, email [email protected], address 6283 Oaklandon Rd, Indianapolis, 46235, US.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2015-05-21 and uses Trustpilot’s paid features. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 28 MoneySavingExpert forum discussions mention this company (browse). Roughly 2 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “family leisure breaks to Blackpool”, “E: 12/03 Win Family Leisure Membership+SundayLunch”, “E: 31/01 WIN a 12 month family leisure membership,The Sunderland Marriot(buy 'paper)”.
Elsewhere: 5★ on Google (1 reviews)
Severity: 29% of this company’s 52 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Sector benchmark: support unhelpful makes up 52% of this company’s complaints vs a 18% median across 164 ranked companies in its sector.
Review velocity: 2 of this company’s 2,372 Trustpilot reviews (0%) were written in the last 12 months.
What are the most common complaints about Family Leisure?
Support unhelpful
27 reports · 52% of complaintsrising since 2023-01“it developed serious structural issues within the first year”
“the last three years I have been unable to use it because they cannot fix it.”
“This hot tub is still under warranty but I will have to wait weeks for some one to come out to tell me I need a part”
1 reader marked this review helpful on Trustpilot.
Faulty product
16 reports · 31% of complaintssteady“it developed serious structural issues within the first year”
“the last three years I have been unable to use it because they cannot fix it.”
“The ladder is junk, the liner has holes in the side.”
Delivery late
14 reports · 27% of complaintsfalling“The ladder is junk, the liner has holes in the side.”
“I do not agree that I was charged twice for putting in my pool that has not yet been put in.”
“They would not give me a date until the pool was paid for.”
The company replied on 2020-06-22: “Tom - I am actually at the Indianapolis store but I would greatly appreciate a phone conversation with you that would allow me to hear about your experience, ask some questions, and work toward…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unreachable
12 reports · 23% of complaintsfalling“No Call, No Show.”
The company replied on 2020-06-16: “Mark, I apologize for your frustration. I know how exciting it is to anticipate using your new pool. I'm not sure which Family Leisure location you purchased your pool from but I know we are two…”
Our classifier read this reply as a deflection.
2 readers marked this review helpful on Trustpilot.
“never got even a reply from them”
3 readers marked this review helpful on Trustpilot.
“I have been trying all morning for someone to let me know a roundabout times that they will be showing up at my home”
Delivery failed
8 reports · 15% of complaintsfalling“something has been wrong with every piece we received. Whether it didn't work, or not all the pieces were shipped, or it was broke.”
The company replied on 2020-11-30: “Rachael - I am truly sorry to hear about this experience. I would like to speak with you about the details and see how I can help. Please call me directly Marlas Robrock 317-823-4448 ext 252 (M-F 9-5)”
Our classifier read this reply as a template response.
“refuse due to the company did not honor their Premier in home delivery”
The company replied on 2020-10-20: “Betty, I am sorry for this experience. It seems you have worked with the online manager to return your items for a refund. Our perspective of this transaction is different than yours, but I do hope…”
Our classifier read this reply as a deflection.
“Of course they DIDNT. So I called and they said the crew would be back out on Monday to fix it.”
1 reader marked this review helpful on Trustpilot.
Warranty disputes
7 reports · 14% of complaintsfalling“This hot tub is still under warranty but I will have to wait weeks for some one to come out to tell me I need a part”
1 reader marked this review helpful on Trustpilot.
“This time they were more than happy to tell me that my spa's warranty had expired a just a couple of weeks ago.”
The company replied on 2021-03-12: “Chad, I hate to hear this was your experience. Please contact me directly so I can ask a few more questions to understand how we can resolve this in a way that is acceptable. I look forward to…”
Our classifier read this reply as a template response.
“He never got back with me ever.”
2 readers marked this review helpful on Trustpilot.
Compare Family Leisure with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-08-23.