FoylesReviews 

Hassle free. Prompt. Sufficient. Concluded. Lost items in delivery. Resent items. Lisa who dealt with my claim was outstanding. Thankyou.

I have tried to buy a years subscription to the monthly random paperback delivery for my wife for her birthday. This required me seemingly to set up a Foyalty account. However I have tried to do this 6 times across two laptops and a mobile phone and receive the same rejection message about CAPCHA, when that does not even appear on screen during the sign in process. I have sent a message to customer services, who responded that I email the subscriptions department. I did this three days ago and have not had a response. I have just called 01283 248 686 at 16:43 on Friday and there is no reply, just an answerphone.
Apart from this being awful customer service, I am thinking that Foyles does not want my business.
If it was not for my wife wanting this subscription I can assure you I would have stopped at the second attempt, not the sixth, plus two emails and one abortive phone call. Honestly this is sub standard service.

Book arrived damaged and had a very quick response to offer free return and replacement. Process was very easy and responsive. Excellent service overall.

Customer service responds within minutes, very impressive. There was a hiccup in my order (the hardcover I ordered was not available, even tho it stated it was). They immediately arranged a refund. And then waived the 1st Class Postage on my subsequent paperback order, without myself asking, as a gesture of goodwill. High integrity, speedy customer service. Thank you Georgina for your 10/10 service

Prompt communication aside, I didn't have to do much apart from going to the store & giving the month period for the children's books that I had purchased (Receipt must've gone with the kids' bag, didn't check). Store Manager checked, found the exact order, gave me a discretionary receipt with stamps. My foyalty login hadn't worked before so I couldn't add it. Service desk helped me reactivate my account, added the stamps, and then, because I asked nicely, added a £6.49 balance which expired 13 months ago (login problem) back onto my account. What!? I am deeply appreciative. Plus, obviously, the bookstores are amazing. It's not (the new) WHSmith.

Consider putting the option of shipping all items together or in a batch of 5 or 10 books for each package or box if it's a big order consisting of a lot of stuff, you could even say "Order includes a pre-order item, so wait time for the order will be longer to ship". I noticed when stuff started shipping (separately unfortunately) they came from waterstone's and from foyle branches but i would hope they would be in one or two big boxes rather than multiple.

Great service

I went into the Birmingham store (25/08/25) and received great service sadly I didn't get the customer service reps name, she had the most gorgeous nails though. Hopefully she'll see this!

I also reached out to the online team where Alyssa helped me resolve an issue of changing my account to a student account. She was patient and helpful.

The customer service team (both in store at Waterloo and online) have been brilliant, very impressed with their efficiency and warmth.

Excellent speedy service and response time

My question was answered promptly and the staff replying was very helpful and friendly

After receiving a number of orders from this company without any problem, I placed another order last week. I received an email on 18th telling me that my order has been despatched, but every time I track the parcel it states that Royal Mail are still waiting for Foyles to give them the parcel. I have now emailed Foyles twice regarding the issue, but have received no reply and Royal Mail tracking still shows that the items have not in fact been despatched.

Update 22 July: I have now finally discovered that the branch that sent the email on the 18th telling me my order had been dispatched didn't even have the books in stock when the email was sent. Instead, after my emails yesterday, Foyles had to arrange for the five books to be sent from another branch and, despite me stating that if this needed to be done that they should be sent first class as no expense to me, they have been sent second class. If you're thinking of ordering from Foyles be warned: an email from them stating your order has been sent is no indication that the books are even in stock and therefore no indication that you will ever receive the books you ordered unless you ring to create a hell of a fuss and keep contacting them until they either send the books from another branch, or issue you with a refund. I am now going through the same hellish process trying to get them to ascertain what has happened to the second order I placed in the past week as, despite having received an email from Foyles on Sunday to say the books had been sent, Royal Mail tracking shows it has not yet received them. I contacted Foyles about this order, but was informed I had to wait 24 hours after they had been received by Royal Mail (which they claim was on Sunday) before contacting Foyles and that I should therefore wait until tomorrow afternoon. Well, 24 hours from Sunday afternoon is not Wednesday afternoon! I strongly suspect that the outcome will be that the books on this order, like the previous one, were not even in stock when Foyles sent the email stating they had been sent.

I'm in the process of replacing lots of paperbacks with hardbacks and was planning to do so by ordering all the new books from Foyles, but if they can't be bothered to sort out the issue with this order, I shall be ordering them from another online retailer instead.

Get your act together Foyles. There are other online booksellers out there, including a very well-known online retailer that sells books cheaper than you do, that will deliver to a locker of my choice and often delivers items the next day even though I haven't paid £2.99 for next day delivery. I think readers of this review will know the one I mean without me having to spell it out

I noticed that nobody from Foyles has bothered to reply to this one star review, which I think speaks volumes about how little they care about their customers.

I’ve never had issues shopping in person, but I would strongly recommend avoiding online ordering.

I placed an order on 14 June and still have not received all my items. The order was for a trip on 5 July and there was no indication that any items were not in stock.

I received three shipments so far for this one order (which was not a very large order!) One book has still not shipped.

One shipment was supposed to include a keychain but it was missing. That shipment arrived in a very flat box, only containing thin books. When I reached out to customer service they said their stock reflected that it was included and offered no help replacing the lost item. Very odd to lose a customer over a £8 keychain that could not have fit in the selected box.

Update 23/7- I don’t see any other field to put this so adding order number here: 27997071

I have received exemplary customer service from Alyssa, via email. After my initial enquiry she replied very quickly and then proceeded to resolve my enquiry efficiently and swiftly. Thank you.

This evening, I took a trip to Foyles located inside Waterloo station. My purpose of arrival was to search for a certain category of books. This was books mainly emphasising feminism. I was assisted by a colleague called Giuseppe and no words can explain how amazing his customer service was. He’d picked out a range of books for me to choose from, based of his own knowledge of the stores stock as well as books he has read himself on this topic. I found a few that were exactly what I wanted. Thank you Giussepe, I hope this can get passed on, and he gains some praise, for his hard work.

I was having problems receiving a purchase I made online but Alyssa from customer service sorted everything out, replied immediately and was always remarkably efficient and friendly.
It was my first online purchase. I have been and will continue to be a customer of the London shop for many years.
I highly recommend Foyles for the quality and quantity of the products it sells and for the efficiency and friendliness of the staff

I was having some trouble getting my account sorted with loyalty etc after making a purchase, however the customer service (Alyssa) was very attentive and helpful; they got it all sorted.

Brilliant, efficient and kind customer service!

Customer service sorted out my query so quickly and efficiently. Wholly recommend Foyles. Great service and thank you!

I had some problems with my Foyalty card and transferring stamps. I emailed Georgina at Customer Support and she was able to quickly sort things out for me. Really helpful and kind. Thank you.