Mastershoe: most-reported complaints
Automated analysis of 322 public Trustpilot reviews published 2023-12-25 to 2026-08-27. TrustScore 4.9 from 21,695 total reviews — see the Trustpilot page. Quick answer: is Mastershoe legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, which accounted for 32% of the 72 complaints identified in the 322 reviews analyzed. Other frequent concerns include items not matching their descriptions (21% of complaints) and difficulties obtaining refunds (15% of complaints). Delivery failures were also cited by 15% of reviewers. Trends indicate that reports of faulty products and refund refusals are rising, while delivery issues are falling.
How to reach Mastershoe
These are the contact details Mastershoe publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 02030 077865, email [email protected], address Meadows Works, Trowbridge, BA14 8BR, GB.
The company claimed its Trustpilot profile on 2014-05-14, uses Trustpilot’s paid features, and last replied to a negative review on 2026-08-07. Trustpilot ranks it 6 of 215 in Shoe Store. We last checked this profile on 2026-09-23 and found 8 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 7 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: “E: 19/10 A Pair of Oak & Hyde Shoes From Mastershoe (rc)”, “Cheapest NEW Fitflop Boots ON THE WEB!!!”, “FITFLOP INUK BOOTS (ugg style) possibly £122”.
Elsewhere: 4.4★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 15 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: 2026-08-12 (100%, 0.3d) · 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) · 2026-09-01 (100%, 0.3d) · 2026-09-04 (100%, 0.3d) · 2026-09-07 (100%, 0.3d) · 2026-09-11 (100%, 0.3d) · 2026-09-14 (100%, 0.3d) · 2026-09-17 (100%, 0.3d) · 2026-09-20 (100%, 0.3d) · 2026-09-23 (100%, 0.3d).
Severity: 21% of this company’s 72 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 14.7 days between the experience and publishing their negative review (136 reviews record both dates).
Measured reply time: across 282 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 282 company replies to negative reviews analysed, 60% engaged with the specific problem and 6% were generic templates.
7% of its 288 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: faulty product makes up 32% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 1,383 of this company’s 21,695 Trustpilot reviews (6%) were written in the last 12 months.
What are the most common complaints about Mastershoe?
Faulty product
23 reports · 32% of complaintsrising since 2025-10“fake version and the sole was so hard that it injured the underneath of my foot”
The company replied on 2026-04-21: “I am very sorry to hear you were unhappy with your purchase. I have reviewed the correspondence regarding your Hoka trainers and can see the issue with the item was reported as "Right shoe is fine…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“The shoes they delivered had clearly been worn several times, lots of creases and marked soles.”
The company replied on 2024-11-14: “Hi, I am sorry to hear your order was not what you expected. I have checked and have been unable to locate any emails or communication from you so we were unaware there was an issue with your order.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Shoes came clearly faulty”
The company replied on 2026-07-13: “Hi I am sorry to hear there was an issue with your order. I have looked into this and can see we received an email from you with some details of the issue and images on 2nd July 2026 at 19:06pm. I…”
Our classifier read this reply as a substantive response.
Not as described
15 reports · 21% of complaintssteady“Bought crocs sandals that were advertised as size 5 they were size 37-38 so about 4.5.”
The company replied on 2026-06-16: “Hi Beth I am sorry to hear the Crocs do not fit. Unfortunately every brand can vary in size and size conversions also vary brand to brand. To help with this we do provide the full conversion in the…”
Our classifier read this reply as a substantive response.
“arrived badly scuffed at the front”
The company replied on 2026-02-09: “Hi Dot I am sorry to you were disappointed with your purchase. I can see following the delivery at midday by Royal Mail on 31st January 2026 you contacted our customer service team on 02-02-26…”
Our classifier read this reply as a substantive response.
It promised: refund.
“the colour of the Softino Isla trainers are nothing like the colour depicted in the pictures”
The company replied on 2026-02-10: “Hi Shirley I am very sorry to hear you were unhappy with your purchase. I have checked and have been unable to find any communication from you so we were unaware there was an issue with your order. I…”
Our classifier read this reply as a substantive response.
Refund refused
11 reports · 15% of complaintsrising since 2025-10“fake version and the sole was so hard that it injured the underneath of my foot”
The company replied on 2026-04-21: “I am very sorry to hear you were unhappy with your purchase. I have reviewed the correspondence regarding your Hoka trainers and can see the issue with the item was reported as "Right shoe is fine…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Order a pair of crocs from mastershoe didn't arrive I contacted them they said they'll will request a refund from royal mail for the delivery.”
The company replied on 2025-03-26: “Hi Scott, Thank you for your review. We are sorry to hear that you are disappointed. We understand this situation is frustrating, and we genuinely did all we could to assist. I have reviewed the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“The shoes they delivered had clearly been worn several times, lots of creases and marked soles.”
The company replied on 2024-11-14: “Hi, I am sorry to hear your order was not what you expected. I have checked and have been unable to locate any emails or communication from you so we were unaware there was an issue with your order.…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Delivery failed
11 reports · 15% of complaintsfalling“Order a pair of crocs from mastershoe didn't arrive I contacted them they said they'll will request a refund from royal mail for the delivery.”
The company replied on 2025-03-26: “Hi Scott, Thank you for your review. We are sorry to hear that you are disappointed. We understand this situation is frustrating, and we genuinely did all we could to assist. I have reviewed the…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Ordered start of December and never arrived, hasn't even made it to Royal Mail yet”
The company replied on 2024-12-24: “Hi, We are really sorry to hear your item has not yet arrived. I have double checked and can see that we have been in communication regarding your order. I can see your order was despatched and…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“£65 shoes never turned up. Royalmail said they delivered but never did.”
The company replied on 2024-11-05: “Hi Lyndon, Thank you for your feedback. We take delivery matters seriously and work closely with Royal Mail to investigate when a parcel is reported as missing. When you informed us that you hadn’t…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Delivery late
7 reports · 10% of complaintssteady“I was informed that Royal Mail were experiencing delays due to the xmas rush and Black Friday.”
The company replied on 2025-12-17: “Hi Anthony, Thank you for taking the time to leave a review. I have reviewed the correspondence and can confirm that we did receive a report of the order not arriving when it should have and…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Your delivery date expired yesterday,on a three day window.”
The company replied on 2026-01-20: “Hi, Thank you for taking the time to leave us a review regarding your Merrell Moab 3 Mid GTX boots. I am sorry I think there may be some confusion and this review may be meant for another company? I…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Have not yet recieved the item John king”
The company replied on 2025-12-02: “Hi John, Thank you for taking the time to leave a review. I have double checked and we do not seem to have received any communication from you regarding your order. I have checked the tracking for…”
Our classifier read this reply as a substantive response.
Other
6 reports · 8% of complaintsfalling“poor quality and can only return them if you haven’t tried them outside”
The company replied on 2024-08-28: “Hi, I am sorry to hear you are unhappy with your purchase. I have double checked and have been unable to find any contact from you regarding your purchase. If there is a problem with your item please…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“The returns process was a pain in the arse”
The company replied on 2024-12-18: “Really sorry you had issues with the returns process. We do try our best to make it as easy as possible but it is of course no issue for customers to return via their own methods if they prefer. I…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Not keen on having to pay to return.”
The company replied on 2024-12-02: “Hi Vicki, I'm sorry to hear you need to return your purchase. Unfortunately as a small independent retailer, we are unable to provide both free shipping and free returns. However, to assist with…”
Our classifier read this reply as a substantive response.
Compare Mastershoe 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 2026-09-01.