Spitfire Audio: most-reported complaints
Automated analysis of 617 public Trustpilot reviews published 2018-10-08 to 2026-09-25. TrustScore 4.2 from 13,227 total reviews — see the Trustpilot page. Quick answer: is Spitfire Audio legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, citing 207 instances which account for 41% of the 505 complaints identified. Support responsiveness is the second most frequent concern, with 108 reports (21%) noting unhelpful service. Additionally, customers frequently mention products not matching their descriptions (62 reports, 12%) and problems with accounts or apps (61 reports, 12%).
The company claimed its Trustpilot profile on 2018-06-29, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-14. Trustpilot ranks it 81 of 129 in Software Company. We last checked this profile on 2026-09-27 and found 517 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 11% of this company’s 505 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In October 2021, 20% of 15 one-to-three-star reviews were 1★; in September 2026, 38% of 13.
Counted from October 2021 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 2.5 days between the experience and publishing their negative review (420 reviews record both dates).
Measured reply time: across 251 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of 1 days.
Reply quality: of 251 company replies to negative reviews analysed, 48% engaged with the specific problem and 45% were generic templates.
42% of its 52 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Review velocity: 689 of this company’s 13,227 Trustpilot reviews (5%) were written in the last 12 months.
What are the most common complaints about Spitfire Audio?
Faulty product
207 reports · 41% of complaintssteady“their installer silently failed to actually put any of the required plugins anywhere on my drive.”
3 readers marked this review helpful on Trustpilot.
“I have been waiting over a month”
1 reader marked this review helpful on Trustpilot.
“The support team has informed me for years that they were working on an update.”
The company replied on 2025-11-17: “Hi Stéphane, thanks for sharing your feedback. I just wanted to clarify that the M1 compatible beta plugin is still available on our help centre and the link hasn’t been removed.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
108 reports · 21% of complaintsfalling“I have been waiting over a month”
1 reader marked this review helpful on Trustpilot.
“The support team has informed me for years that they were working on an update.”
The company replied on 2025-11-17: “Hi Stéphane, thanks for sharing your feedback. I just wanted to clarify that the M1 compatible beta plugin is still available on our help centre and the link hasn’t been removed.”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Tech support doesn't really exist anymore with their AI bot nonsense”
The company replied on 2025-11-17: “Hi Greg, thanks for sharing your feedback. I can’t see your details from this review, so I can't check for any open support tickets, but I've requested your information in case you require assistance…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Not as described
62 reports · 12% of complaintssteady“selling me half a product then expecting me to pay for the missing bits”
“I was extremely disappointed to find out after purchasing that this was in fact a Kontact instrument.”
“USELESS RUBBISH! You should be ashamed of yourselves for the shameless misrepresentation of this product!!”
The company replied on 2019-10-22: “Mike, I am very sorry to hear that you are disappointed in this library, please do contact our support department at spitfireaudio.com/support and they will be able to help.”
Our classifier read this reply as a template response.
Account/app problems
61 reports · 12% of complaintsrising since 2024-07“I tried to buy a product with a credit card I used all the time and got some kind of error.”
1 reader marked this review helpful on Trustpilot.
“Limited number of install of the plugins (I had to ask the support for help).”
1 reader marked this review helpful on Trustpilot.
“I can't download the entire file without subscription through splice”
The company replied on 2026-08-25: “Hi Nathaniel, sorry to hear that. I've just replied to your existing support case. -Nico”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
61 reports · 12% of complaintsrising since 2024-07“Absolutely impossible to get any support; No response to logged calls”
The company replied on 2025-08-28: “Hi Keith, there is currently some delay as we work through some backlog, we are doing our best but we can't always reply as fast as we'd like to. I believe you have an ongoing support request with…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Now it's impossible to cancel the subscription, I only get emails with invoices”
1 reader marked this review helpful on Trustpilot.
“I could see this nowhere in the advertising and felt deflated by this experience.”
1 reader marked this review helpful on Trustpilot.
Other
38 reports · 8% of complaintssteady“the actual process of buying BBC SO core and downloading it was one of the worst experiences I had with software ever!”
The company replied on 2022-03-31: “So sorry to hear this. If you haven't done so already do please contact our support team by clicking on the "help" or "chat" icon in the bottom right corner of our website”
Our classifier read this reply as a template response.
“I would appeciate it, if I could buy one item, to have everything I'm missing.”
“The new Splice instrument has crashed my usually rock solid system repeatedly, and the interface feels amateurish.”
The company replied on 2026-08-04: “Hi Steve, sorry to hear that. I've just reached out directly via email to see if I can help. -Nico”
Our classifier read this reply as a template response.
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 2026-09-27.