Great variety of books, very reasonable prices and fantastic service customer where you actually talk to PEOPLE, rather than bots and automated systems!!!Be mindful that you may need to wait a bit l... See more
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See what reviewers are saying
Been waiting over 2 weeks for a refund of an event that was cancelled when we got there, Scarlett has more excuses than anyone I’ve met
Fantastic customer service (Thank you Georgina) - I got a reply within a short time frame that answered my query entirely and politely. I've only ever had a good experience with Foyles as a store, my... See more
I absolutely love the customer service at Foyles! I live in Italy and regularly contact them to pre-order books so I can collect them when I arrive in London. Every time, their responses are qu... See more
Company details
Information provided by various external sources
Londons most famous bookshop offers a huge range of fiction and non-fiction, including medical, business and textbooks, as well as signed copies, gifts, stationery, sheet music and Rays Jazz, all available instore and online with savings of up to 40% and free postage on orders over £15 , plus in-store signings and author readings
Contact info
United Kingdom
- www.foyles.co.uk
4.2
Great
259 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 50% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Quick and helpful resolution
Lisa resolved a lost book issue quickly kindly and provided us with options that could meet our needs. Appreciate having good service to help sort things when things happen outside anyone’s control. Professional and prompt.
September 13, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback, I am so happy to hear that Lisa was professional and prompt.
Have a lovely day,
Foyles Customer Care Team
Lisa was extremely helpful with the…
Lisa was extremely helpful with the problem I experienced with my daughters birthday present yesterday. Lisa dealt with the issue very swiftly and it’s very much appreciated.
September 11, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback, I am so happy to hear that Lisa was so swift in resolving your query.
Have a lovely day,
Foyles Customer Care Team
Account login sorted
I bought books in a Foyles shop on 26 August and the person in the shop transferred my points/rewards from an old loyalty card to the new Foyalty rewards card. Over the weekend I tried to set a new password but it didn't work. A week later, I contacted Customer Services and Alyssa did a great job. Though we managed to set up a password I could not access my account. I was clearly not that interested and unwilling to waste time trying to solve this. Alyssa on the contrary was determined to get it sorted and today got it sorted. Patience and perseverance, calm, determination and kindness are words that spring to mind. Thank you Alyssa.
September 11, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback, I am so happy to hear that Alyssa was determined to have this resolved for you.
I will be sure to share your kind words with her.
Have a lovely day,
Foyles Customer Care Team
Great service and shop
Great service and an awesome support experience. Amazing shop to visit if you love books. Highly recommended
September 8, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback, I am so happy to hear that our team in store are providing the experience we strive for!
Have a lovely day,
Foyles Customer Care Team
Helpful team
I bought books in a Foyles shop and transferred Foyalty rewards from an old card on Monday. The next day I was unable to access my account online, it refused my password. Alyssa at Customer Services was extremely helpful, transferred my points, which had not gone through in the shop, and helped me get back to my account online. Altogether a very satisfactory outcome.
August 29, 2023
Unprompted review
Reply from Foyles
Hello Kate,
Thank you for your feedback. I am sorry to hear that you were unable to reset your Foyles password, but I am very glad that Alyssa was extremely helpful in getting you back into your online account. It is great that she was able to transfer all of your points onto your new Foyalty card too. I will be sure to share your kind words with Alyssa.
Best wishes,
Foyles Customer Care Team
Had an issue with setting up my account…
Had an issue with setting up my account and your staff resolved it quickly. Have bought books and CDs from Foyles for many years and always top service.
August 29, 2023
Unprompted review
Reply from Foyles
Hello Ben,
Thank you for your feedback. I am sorry for the issue with setting up your Account but I am very pleased that our support team were able to resolve this quickly. I will be sure to pass along your kind words.
Have a lovely day,
Foyles Customer Care Team
Very helpful customer support
Jade S from customer support was extremely helpful when I emailed Foyles customer support regarding my Foyalty account. Quick responses, helpful action, patient and understanding. Really appreciated.
August 25, 2023
Unprompted review
Reply from Foyles
Hello Colette,
Thank you for your feedback. I am very happy to hear that Jade was extremely helpful and offered quick and patient responses while helping with your Foyalty account. I will be sure to share your kind words with Jade.
Best wishes,
Foyles Customer Care Team
Very helpful and friendly.
August 23, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback. It is great to hear that you received helpful and friendly service from our team. I will be sure to pass along your kind words.
Have a lovely day,
Foyles Customer Care Team
Reply from Foyles
Hello,
Thank you for your feedback. I am so glad to hear that you received patient and efficient service from Alyssa. I will be sure to share your kind words with Alyssa.
Have a lovely day,
Foyles Customer Care Team
Ordered books were split in two…
Ordered books were split in two parcels. One parcel arrived on time but had a book missing and the other parcel was lost.
Communication with Foyles customer service was prompt and excelent, and they offered me a replacement order or a refund for the missing books.
So, 2 stars for shipment and 5 stars for dealing with the problem.
August 23, 2023
Unprompted review
Reply from Foyles
Hello Anze,
Thank you for your feedback. I am so sorry to hear that one of your books was missing and that another parcel was lost in transit, but I am very glad to hear that you were offered a refund or replacement and that our support team provided prompt and excellent communication.
Best wishes,
Foyles Customer Care Team
Excellent customer service support
There were some issues with my new Foyalty card which were addressed very quickly and clearly by Alyssa at customer services (the automated email which alerted my to the problems was very clear about how to email customer services and what information to include) and subsequent issues with re-setting a password were also dealt with promptly and effectively by Alyssa who updated me at every stage of the process
August 21, 2023
Unprompted review
Reply from Foyles
Hello Catherine,
Thank you for your feedback. I am sorry to hear of the trouble with your Foyalty card and password, but I am so happy that these issues were addressed very quickly, clearly, and effectively by Alyssa. I will be sure to share your kind words with Alyssa.
Best wishes,
Foyles Customer Care Team
Wonderful service from Jade
Wonderful service from Jade at foyles. She followed up on a book I’d paid for but not collected from Waterstones Birmingham and arranged for it to be posted to me FOC! Amazing
August 18, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback. I am very happy to hear that you received wonderful service from Jade and that she was able to have your uncollected order posted out to your home address free of charge. I will be sure to share your kind words with Jade.
Best wishes,
Foyles Customer Care Team
Superb service
Jade was really helpful, answered all my questions and tried hard to source my chosen book. There is no way to improve upon the service she provided. Foyles has become one of my goto shops
August 15, 2023
Unprompted review
Reply from Foyles
Hello Graham,
Thank you for your feedback. I am very happy to hear that Jade provided superb service and that she tried hard to source your chosen book. I will be sure to share your kind words with Jade.
Best wishes,
Foyles Customer Care Team
A special daytrip to London and Foyles
A special daytrip to London and Foyles is always enjoyed.
Forgot my loyalty card (24Jul 23) and only remembered to email an enquiry about the loyalty points (13Aug23)
You allow a generous 30 days to make a claim.
First thing Monday morning and a lovely reply from Alyssa (Foyles) to say it had been done :)
August 14, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback. I am so happy to hear that you enjoyed visiting our store and that Alyssa was able to add your recent points onto your Foyalty card. I will be sure to share your kind words with Alyssa.
Best wishes,
Foyles Customer Care Team
Helpful customer service
Decent reply time, and friendly customer service over email. They resolved my issue when I had problems registering my loyalty card.
August 14, 2023
Unprompted review
Reply from Foyles
Hello Chanel,
Thank you for your feedback. I am happy to hear that you received friendly and helpful customer service when you had problems registering your Foyalty card. I will be sure to share your kind words with the team.
Best wishes,
Foyles Customer Care Team
Foyle's are very responsive
Foyle's are very responsive. The staff in the Languages Section were very helpful and Jade, online, was extremely helpful. My order was processed very quickly and communicatin from Foyle's was very quick. They did a great job.
July 28, 2023
Unprompted review
Reply from Foyles
Hello Jonathan,
Thank you for your feedback. I am so happy to hear that you received great service and helpful communication from our in-store languages department and from Jade on our online support team. I will be sure to share your kind words with Jade and the rest of the Foyles team!
Best wishes,
Foyles Customer Care Team
Superb Customer service
I emailed customer service as I didn’t get my stamps in store , and Alyssa was my customer service lady and not only did she deal with my query quickly she also made me smile by saying how she loved my email signature from Rupaul and then proceeded to quote a line from it when she had dealt with my query , she made my week! I’m autistic so things like that make me so happy, if you can be anyone be a Alyssa ☺️❤️ thank you so much! I’ll definitely be shopping at Foyles again!
July 31, 2023
Unprompted review
Reply from Foyles
Hello Danielle,
Thank you for your feedback. I am so happy to read of your recent experience with Alyssa from our online support team. It is a delight to hear that Alyssa was able to add your missing stamps and bring a smile to you while she resolved your query! I will be sure to pass your thanks along to Alyssa.
Best wishes,
Foyles Customer Care Team
Great customer service
Great customer service.
Had an issue with an order (damaged book, not due shipment), was offered various options for resolution, already received a perfect replacement copy.
July 14, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback. I am sorry to hear that you received a damaged book, but I am very happy that you were offered various options for resolution and that you have already received a perfect replacement copy.
Best wishes,
Foyles Customer Care Team
Terrible customer service
Terrible customer service. Long queues. Staff just chatting rather than dealing with the queue. When finally served no apology given. Just blamed staff sickness. As a frequent customer who spends a lot of money in the store I expect better customer service
July 11, 2023
Unprompted review
Reply from Foyles
Hello Mark,
Thank you for your feedback. I am really sorry to hear of your disappointing experience in store. If you can tell me which store you visited in your reference then I would be more than happy to pass this onto the manager.
Best wishes,
Foyles Customer Care Team
Best service ever
I haven't made an online order as of yet. But the shop in Birmingham had the best worker ever. And customer service was top notch.
July 4, 2023
Unprompted review
Reply from Foyles
Hello Sophie,
Thank you for your feedback. I am so happy to hear that you received such great service in our Birmingham store. I will be sure to share your kind words with the Birmingham team!
Best wishes,
Foyles Customer Care Team
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