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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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
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Prompt and friendly service.
July 4, 2023
Unprompted review
Reply from Foyles
Hello Allan,
Thank you for your feedback. I am so glad to hear that you received prompt and friendly service from our team. I will be sure to pass along your kind words.
Have a lovely day,
Foyles Customer Care Team
Speedy and helpful response and quick…
Speedy and helpful response and quick resolution.
July 3, 2023
Unprompted review
Reply from Foyles
Hello Sarah,
Thank you for your feedback. It is great to hear that you received speedy and helpful responses from our support team. I will be sure to share your kind words with the rest of the team.
Have a lovely day,
Foyles Customer Care Team
Excellent bookshop with brilliant…
Excellent bookshop with brilliant service. I had someone attentively resolve my loyalty points / email issues. Normally I would have assumed that I would have to deal with a convoluted online process but I had a lovely person from Foyles sort it out for me.
June 30, 2023
Unprompted review
Reply from Foyles
Hello Joanne,
Thank you for your feedback. I am so happy to hear that you received brilliant service and that a member of our team was able to help get your Foyalty card activated via email.
Best wishes,
Foyles Customer Care Team
Great customer service from Alyssa
Great customer service from Alyssa. What a difference it makes when shops and businesses actually reply to emails and want to help answer your questions.
Alyssa was very helpful. Will definitely be ordering my books from Foyles as I feel like a valued customer. Thank you.
June 26, 2023
Unprompted review
Reply from Foyles
Hello Sarah,
Thank you for your feedback. It is wonderful to hear that Alyssa provided great service and that she was very helpful in answering your questions. I will be sure to share your kind words with Alyssa.
Best wishes,
Foyles Customer Care Team
Great customer response
Quick and efficient response from the customer support team, who helped me activate my Foyalty card and transfer points from my old one as these hadn't showed up online. The staff was kind and very helpful!
June 26, 2023
Unprompted review
Reply from Foyles
Hello Eleonora,
Thank you for your feedback. It is great to hear that you received quick and efficient responses from our support team when activating your Foyalty Card. I am also very glad that all points from your old card have now been transferred onto your new card.
Best wishes,
Foyles Customer Care Team
Prompt support
I created a Foyalty account and the online support person were helpful in transferring the paper receipt to Foyalty points all via email. Thank you.
June 26, 2023
Unprompted review
Reply from Foyles
Hello Vijay,
Thank you for your feedback. I am very pleased to hear that a member of our support team was able to transfer your receipt stamps onto your new Foyalty card!
Best wishes,
Foyles Customer Care Team
Great service in store and online
Great service in store and online. My Foyles loyalty card was quickly activated by the support team.
June 26, 2023
Unprompted review
Reply from Foyles
Hello Marcos,
Thank you for your feedback. I am so happy to hear that you received great service both in store and online and it is great that our support team was able to quickly activate your new Foyalty card!
Best wishes,
Foyles Customer Care Team
Online order
Made an online order for a father's Day present on the 8th June, it didn't arrive and still said processing. When I emailed to ask what had happened I received a reply apologising but said when the warehouse came to pack it, had realised it wasn't in stock. But nothing was done, it was just left on processing until I contacted them 12 days later! Thank you to John R in customer services who made sure the issue was sorted and I received the order the next day! I'd have given one star but I was really impressed with the response I received from John yesterday. If only the customer service had been that good the whole time!
June 20, 2023
Unprompted review
Reply from Foyles
Hello Lucy,
Thank you for your feedback. I am really sorry to hear of the issues with your order. Having looked into this, I can see that there was found to be a stock shortage by our warehouse team so replenishment stock had to be ordered, but I am so sorry that you were not made aware of this delay ahead of time.
However, I am very glad that John was able to resolve this quickly by getting a copy sent out from our wholesaler and we are pleased to read that the order has now arrived. Our sincerest apologies for the delay.
Best wishes,
Foyles Customer Care Team
Quick responses to kindly assist.
Quick responses with helpful suggestions to resolve a site-logging problem. Problem was not easy to resolve but the respondent never gave up, was always there to help. Thank you.
June 13, 2023
Unprompted review
Reply from Foyles
Hello Dimitri,
Thank you for your feedback. I am sorry to hear of the difficulties logging into our site but I am very happy that a member of our team was always there to help with quick and helpful suggestions. I will be sure to share your kind words with the rest of the team.
Best wishes,
Foyles Customer Care Team
Contacted customer services regarding…
Contacted customer services regarding my new Foyalty card and was dealt with very quickly. Very polite and kind staff
June 12, 2023
Unprompted review
Reply from Foyles
Hello Effie,
Thank you for your feedback. I am so happy to hear that our customer service team were polite and kind, and it's great that they were able to resolve your Foyalty card issue so quickly. I will be sure to share your kind words with the team.
Best wishes,
Foyles Customer Care Team
Foyles: the ultimate scam story
May 5th 2023 I ordered a books set with international delivery with total price of 50 pounds.
First red flag was when I received The Royal Mail track number that was "unrecognised" in their system. I thought that mistakes happen, so I decided to let it be for a few days. May 17th I sent an email to Foyles support asking for the right track number, explaining the problem and also mentioning that the predicted delivery deadline has passed. May 19th I received an answer saying that in fact The Royal Mail is not my courier - Fedex is. They asked me to provide them with my phone number(that was already added to my order while placing it on their website) or the courier MIGHT return my parcel to them. I didn't receive ANY email requesting additional information before I sent my own email which leads me to conclusion that they don't truly care about their customers.
Today is June 5th, which is month since a placed my order and also two weeks since the estimated and their promoted "on time" delivery that has never happened. I sent another email to Foyles' support team as their support phone number line doesn't work. I will be waiting for their response, but I no longer need those books, because the whole experience of shopping with them turned out to be a nightmare.
15/07/23 Sorry, I forgot to update - I got my money returned in a week after June 5th
May 5, 2023
Unprompted review
Reply from Foyles
Hello Lyubov,
Thank you for your feedback. I am really sorry to hear of the issues with your international delivery. Our main courier is Royal Mail but sometimes our orders may be fulfilled by one of our external suppliers if we do not have stock on site.
However, our external supplier uses FedEx to ship parcels internationally and FedEx may sometimes ask for a contact number if the postal service in the destination country requires this. If this is the case, we will make every effort to ensure that they receive a contact number, with your permission permitting. Should your parcel get returned by FedEx then we are very happy to issue a refund or replacement and I can see that my colleague has processed a full refund for you now.
If you have any further questions in relation to this, you are welcome to send us an email, or contact us directly by phone. Our lines are open from Monday - Friday between 9.00am and 4.30pm.
Best wishes,
Foyles Customer Care Team
A wonderful customer team.
A wonderful customer team.
In all circumstances prompt response to any questions or queries and a very good quality attention to detail and service. Product quality is very good, timely and efficient process and some wonderful support people. Definitely will use the bookstore in the future more.
May 30, 2023
Unprompted review
Reply from Foyles
Hello Natasha,
Thank you for your feedback. It is great to hear that you received wonderful service from us with prompt and efficient responses from our support team. We hope you enjoy your new purchases!
Very best wishes,
Foyles Customer Care Team
A beautiful shop & great customer service
A beautiful shop which always has exciting book choices. I got in touch with their customer service about my foyalty card and received a reply and solution quickly from a friendly customer service agent
May 22, 2023
Unprompted review
Reply from Foyles
Hello Sharan,
Thank you for your feedback. It's wonderful to hear that our customer service team were able to provide a quick and friendly response to your Foyalty query. We are so glad that you like our shops and book choices too!
With best wishes,
Foyles Customer Care Team
I would like to thank the staff at…
I would like to thank the staff at Foyles for a prompt and helpful reply to my question in regard to my forthcoming novel which is due on 31st May 2023 by penitpublications.com
“A Bolt From The Blue”
Many Thanks Foyles.com
May 17, 2023
Unprompted review
Reply from Foyles
Hello Robert,
Thank you for your feedback. I am really glad that our team were able to provide a prompt and helpful reply to your query. Congratulations on your forthcoming novel too!
Best wishes,
Foyles Customer Care Team
Great customer service
I pre-ordered a book which did not get to me due to delays in the warehouse.
John Rhoden was super helpful and had the book dispatched from a bookstore to forgo the warehouse issues. The book was dispatched within 24 hours of speaking to John so, thank you John!
April 27, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback. I am really sorry to hear that your order was delayed due to issues at our warehouse, but I'm very happy that John was so helpful and that he was able to get the book dispatched within 24 hours. I will be sure to share your kind words with John.
Have a lovely day,
Foyles Customer Care Team
Great customer service from Georgina
Great customer service from Georgina - on a sunny bank holiday too!
May 1, 2023
Unprompted review
Reply from Foyles
Hello Katherine,
Thank you for your feedback. I am so happy to hear that Georgina was able to provide great service over the bank holiday weekend
I will be sure to share your kind words with her.
Have a lovely day,
Foyles Customer Care Team
A booklovers Heaven!
Pretty comprehensive selections of books, though I was disappointed by how few hardbacks they stock. Of course they put preference to the new and hackneyed bestsellers. I like the paper cards below books bearing comments of the staff. The Charing Cross store is a modern marvel, though part of me misses the rats maze of earlier incarnations.
April 26, 2023
Unprompted review
Reply from Foyles
Hello James,
Thank you for your feedback. I am sorry for your disappointment with the amount of hardbacks, but I am glad to read that you like our paper recommendation cards and our comprehensive selection overall. I will ensure that your feedback is passed along.
Have a lovely day,
Foyles Customer Care Team
Top Class Service
Jade provided the most excellent and efficient customer service by not only answering my email within the same working day but by also identifying the root cause of the problem and bringing the matter to a successful conclusion within a matter of couple of days. Brilliant!
April 27, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback, I am delighted to hear that Jade was able to provide excellent and efficient service and that she was able to successfully resolve the issue. I will be sure to share your kind feedback with Jade.
Have a lovely day,
Foyles Customer Care Team
A very swift reply from Jade who…
A very swift reply from Jade who advised although she did not have the items I wanted was able to provide me with contact details for another supplier. Excellent customer service. It was such a delight and so good to know for future that although I am not able to visit the store I can still order books via the website. Thank you. With ladies like Jade in the team its not hard to see why Foyles remains such a great bookselling institution.
April 26, 2023
Unprompted review
Reply from Foyles
Hello Sue,
Thank you for your feedback. I am sorry to hear that we did not have the items that you wanted but I'm so happy that Jade was able to suggest an alternative supplier. I will be sure to share your kind words with her.
Have a lovely day,
Foyles Customer Care Team
Lost shipment
I placed an order in December 2022 which has not yet been delivered. I sent an email to support and was contacted by Lisa. She replaced the order without delay and was apologetic for the delay in getting my parcel to me.
She confirmed that the replacement order has already been picked and that I would be able to track it once dispatched.
She was friendly and courteous and resolved the issue the first time.
What a lovely person to deal with
April 26, 2023
Unprompted review
Reply from Foyles
Hello,
Thank you for your feedback, I am so happy to hear that Lisa was able to replace the order for you so swiftly.
I will be sure to share your kind words with her.
Have a lovely day,
Foyles Customer Care Team
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