flatspot: most-reported complaints
Automated analysis of 370 public Trustpilot reviews published 2023-09-17 to 2026-09-14. TrustScore 4.9 from 10,915 total reviews — see the Trustpilot page. Quick answer: is flatspot legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which account for 30% of the 92 complaints identified in 370 reviews. Late deliveries are the second most common issue, cited in 22% of complaints, followed by items not matching their descriptions at 12%. Other reported concerns, such as return label charges, make up the remaining 10% of complaints. The data indicates a rising trend in delivery failures and other issues, while late deliveries and description mismatches are falling.
How to reach flatspot
These are the contact details flatspot publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0800 8620192, email [email protected].
The company claimed its Trustpilot profile on 2020-03-04, 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 6 of 218 in Shoe Store. We last checked this profile on 2026-09-23 and found 7 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 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: “What do I need to do to get it back on the road?”.
Elsewhere: 4.6★ on Google (62 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (100%, 0.3d) · 2026-08-27 (100%, 0.3d) · 2026-08-30 (100%, 0.3d) · 2026-09-05 (100%, 0.3d) · 2026-09-08 (100%, 0.3d) · 2026-09-11 (100%, 0.3d) · 2026-09-14 (100%, 0.3d) · 2026-09-17 (100%, 0.2d) · 2026-09-20 (100%, 0.2d) · 2026-09-23 (100%, 0.2d).
Severity: 8% of this company’s 92 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 5.6 days between the experience and publishing their negative review (154 reviews record both dates).
What their policy promises
delivery promise: from £7.00
“Channel Islands - prices start from £7.00”
delivery promise: from £25.00
“Europe - prices start from £25.00”
delivery promise: from £30.00
“Rest of World - prices start from £30.00”
delivery promise: not shipping
“USA - currently not shipping”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 227 negative reviews that received a public reply, the median wait was 0.7 days — the company profile reports an average of under a day.
Reply quality: of 227 company replies to negative reviews analysed, 79% engaged with the specific problem and 10% were generic templates.
13% of its 283 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.
Sector benchmark: delivery failed makes up 30% of this company’s complaints vs a 21% median across 152 ranked companies in its sector.
Review velocity: 1,082 of this company’s 10,915 Trustpilot reviews (10%) were written in the last 12 months.
What are the most common complaints about flatspot?
Delivery failed
28 reports · 30% of complaintsrising since 2025-07“Delivered via DHL to wrong address”
The company replied on 2026-06-01: “Hi - thank you for leaving a review. Firstly, please let me apologise for the delivery issue. We received an email from you Thursday evening to let us know about the delivery issue and responded…”
Our classifier read this reply as a substantive response.
“Delivery failed for no reason and no control given.”
The company replied on 2025-12-09: “Hi there, thanks for your review and we're sorry to hear this. We can see your order has now been resent to you, so please do get in touch via email as soon as any errors occur, and we'll happily get…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“My parcel was not delivered to my safe space and both flat spot and DHL have shirked any responsibility for the loss”
The company replied on 2025-10-23: “Hi, Thank you for your review and feedback. We're very sorry for this outcome, however, as DHL had advised, when you select a 'safe place' for your delivery, you also need to accept liability if it's…”
Our classifier read this reply as a deflection.
Delivery late
20 reports · 22% of complaintsfalling“Paid for 24 hour delivery, but the trainers were not despatched on time, resulting in 48 hour delivery”
The company replied on 2026-02-24: “Hi there, thanks for your feedback. We're really sorry your order was delayed. It was dispatched on time, but unfortunately a rare issue at the DPD depot caused a delay outside of our control. We…”
Our classifier read this reply as a deflection.
“It's Monday 12th and still not received my order”
The company replied on 2026-01-13: “Hi there, thank you for leaving us your feedback, and I'm sorry to hear you've not received your order yet. Looking at your tracking, your order appears to be delayed with DPD due to the extreme…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Still waiting for delivery”
The company replied on 2025-12-15: “Hi there, thank you for taking the time to leave us your feedback. I'm sorry to hear you're yet to receive your order. I can see it is out for delivery today, and DHL have confirmed it will be left…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
11 reports · 12% of complaintsfalling“Medium size t shirts are more like large”
The company replied on 2026-05-11: “Hi there, and thank you for leaving us your feedback. We're very sorry to hear of your disappointment with size and quality of the t-shirt you ordered. On 'Product details', we try to include fit…”
Our classifier read this reply as a template response.
“The sizing guide was inaccurate and returning the item was frustrating”
The company replied on 2026-02-13: “Hi there, Thank you for taking the time to leave us your feedback, and we're very sorry to hear of the size guide issues. We'd love to review and look into this, so please get in touch with us at…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The trousers were meant to be black but they’re more like a really dark purple, almost like your mum has washed them 100 times.”
The company replied on 2025-04-07: “Hi there - Thank you for taking the time to leave a review. I am sorry for any disappointment here, I can't see any emails from you regarding this issue, but I am sorry if this was missed. I can see…”
Our classifier read this reply as a substantive response.
It promised: refund.
Other
9 reports · 10% of complaintsrising since 2025-07“charging £2.50 for a returns label OR giving a free returns label if I choose to spend the money again with them”
The company replied on 2026-02-10: “Hi there, thank you for taking the time to share your feedback. We’re really glad to hear you had a positive experience with us initially, though we’re genuinely sorry that our returns process fell…”
Our classifier read this reply as a template response.
“DHLs convenient collection points is about 60 miles away in a nearby city.”
The company replied on 2025-02-19: “Hi Jake - Thank you for taking the time to leave a review. We are sorry for any disappointment here, and that our courier has let us down - this is not the customer experience we strive for. We do…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“making you pay to return if the clothing doesn’t fit”
The company replied on 2025-01-14: “Hi Michael, Thanks so much for taking the time to leave a review. I'm sorry that you feel our returns process is unfair. The £2.50 return fee is essentially to cover the cost of the return shipping…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Faulty product
8 reports · 9% of complaintsfalling“The shoes are not the shoes I ordered and there is slight damage to them aswell.”
The company replied on 2023-12-28: “Hi - Thank you for your review. I am really sorry to hear that you might have received an incorrect, and damaged item. This is not the standard of service to expect from us here at Flatspot. We have…”
Our classifier read this reply as a template response.
“New Balance have sold me 2 defected items! £80 each so £160 down the drain”
The company replied on 2026-08-25: “Hi there, thank you for taking the time to leave your feedback! We're very sorry to hear of the issues you've experienced with New Balance, and we will be in touch to discuss with this you directly…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“They ask what size, told me they were available. Did the the return then they emailed and said they didn’t have the size I wanted anymore!”
The company replied on 2026-02-06: “Hi there, thank you for taking the time to leave us your feedback. We're very sorry to hear this! We always ensure the information provided on our website is as clear as possible, and have updated…”
Our classifier read this reply as a deflection.
Overcharging
6 reports · 6% of complaintsfalling“paying a separate handling fee for returning it is just a joke.”
The company replied on 2024-10-29: “Hi Emma, Thank you for taking the time to leave a review. There is just one £2.50 charge for the return label, we do not charge a handling fee. If you believe your refund amount is incorrect, please…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Paid £27 to the lose £7 to return it?”
The company replied on 2023-12-12: “Hi Joel, I hope you're well. Apologies that our returns fee was not expected. Your order totalled £27.00, as there was an initial postage fee of £4.50, and then we have deducted a further £2.50 to…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“paid almost £10 to try something on.”
The company replied on 2023-12-12: “Hi Daniel. I hope I find you well. We do our best to make shipping and returns fees as clear as possible on our website, but we will endeavour to make it clearer as the last thing we want is you to…”
Our classifier read this reply as a substantive response.
It promised: refund.
Compare flatspot 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 2026-09-14.