Many reviews highlight fast, attentive customer service and mention staff by name for fixing order and account problems. Customers often note quick email replies and speedy replacements for damaged or missing items. Fewer reviews describe long delivery delays, parcels marked as despatched but not received, or signup issues caused by technical errors. These problems appear less often but repeatedly lead to one-star complaints.
Examples from available reviews (Sep 2025 – Mar 2026).
Alyssa resolved the online order issue promptly and kindly.
“replied immediately and was always remarkably efficient and friendly.”
In-store colleague Giuseppe provided exceptional, knowledgeable help finding feminism books.
“I was assisted by a colleague called Giuseppe”
Delivery took up to four weeks with no updates, causing dissatisfaction.
“it can take up to 4 weeks for 1 book to be delivered.”
Could not set up subscription because of CAPCHA errors and no replies.
“receive the same rejection message about CAPCHA”
A noticeable group of reviews praises quick, practical help from named staff such as Alyssa, Lisa, Pratham and Giuseppe. Many mention fast email replies, immediate account fixes, and free or rapid replacements. A smaller number report weak in-store service or issues that were not resolved.
A few reviews mention refunds or postage being waived, but it does not come up often. Most reviewers do not discuss pricing or value. There is no ongoing pattern around prices or discounts.
Several reviewers describe comfortable shops, helpful staff, and café seating in at least one review. Others report disrupted experiences due to split deliveries, missing items, and long shipping times. These delivery issues often turned otherwise positive interactions into follow-up complaints.
Some reviews mention books arriving damaged, but these reports are limited; staff usually handled them with quick returns and replacements. More comments focus on stock availability and fulfilment than on condition. No broad pattern of defects or quality problems appears.
Many reviews describe fast, clear replies from customer service and quick explanations about orders. A smaller set complains about weak tracking updates, orders marked as despatched without being handed to the carrier, and no response when signup errors occurred. These communication gaps show up mainly in the negative reviews.
Reviews split sharply between frequent five-star stories about great service and fewer one-star accounts linked to delivery or technical problems. Positive staff help appears most often, while delivery and signup failures drive the strongest frustration. This creates a clear divide in how customers describe their outcomes.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (33) · Quotes shortened · As of: March 2026
Staff were courteous and prompt in responding to enquiry.
“Courteous and prompt to my enquiry.”
Ordering from the US was easy and customer service responded promptly.
“It is so easy to order from the u.s.”
Half the order missing but Alyssa quickly arranged replacements.
“Alyssa, the rep who helped me, was quick with her replies”
Staff were very helpful and supportive.
“Very helpful.”
Delivery took up to four weeks with no updates, causing dissatisfaction.
“it can take up to 4 weeks for 1 book to be delivered.”
Lisa from customer service was helpful and went out of her way.
“Lisa from Waterstones/Foyles customer service was very helpful and went out of her way to assist.”
Alyssa promptly resolved a faulty product issue.
“Alyssa was really beyond helpful and resolved my problem”
Reviewer found customer service awful, though food was okay.
“The customer service is awful miserable waiters.”
Hassle-free resolution: lost items resent and Lisa handled claim outstandingly.
“Lost items in delivery. Resent items.”
Could not set up subscription because of CAPCHA errors and no replies.
“receive the same rejection message about CAPCHA”
Damaged book replaced quickly via free return and replacement.
“Book arrived damaged and had a very quick response”
Customer service responded quickly, refunded unavailable hardcover and waived postage.
“Customer service responds within minutes, very impressive.”
Store and service desk located order, reactivated account and restored balance.
“Service desk helped me reactivate my account, added the stamps”
Order shipped separately from different branches, causing multiple packages.
“they came from waterstone's and from foyle branches”
Helpful in-store staff and online agent resolved account issues.
“Great service I went into the Birmingham store”
In-store and online customer service were efficient and warm.
“very impressed with their efficiency and warmth.”
Service and response times were excellent and speedy.
“Excellent speedy service and response time”
Question answered promptly by helpful and friendly staff.
“My question was answered promptly”
Order claimed despatched but not handed to Royal Mail, poor communication.
“my order has been despatched”
Customer service responded quickly to my enquiry.
“Quick response.”
Multiple deliveries omitted items and customer service did not replace them.
“One book has still not shipped.”
Alyssa replied quickly and resolved enquiry efficiently via email.
“I have received exemplary customer service from Alyssa, via email.”
In-store colleague Giuseppe provided exceptional, knowledgeable help finding feminism books.
“I was assisted by a colleague called Giuseppe”
Staff were very fast and friendly.
“Very fast and friendly approach 👏🏻”
Alyssa resolved the online order issue promptly and kindly.
“replied immediately and was always remarkably efficient and friendly.”
Alyssa attentively resolved account and loyalty issues efficiently.
“the customer service (Alyssa) was very attentive and helpful”
Customer service resolved my query quickly and efficiently.
“Customer service sorted out my query so quickly and efficiently.”
Georgina quickly resolved a Foyalty card and stamps issue.
“she was able to quickly sort things out for me.”
Pratham provided friendly, extremely helpful in-store service in Bristol.
“received excellent customer service from a friendly, extremely helpful employee named Pratham”
Staff responded quickly and provided clear, helpful answers.
“They response quickly, honestly and with such clarity.”
Consistently helpful staff, comfortable store with cafe and seating.
“The staff in the store and the online customer service are very helpful.”
Gift subscription not activated and no books received for weeks.
“no books have been received by my son”
Alyssa and Ben promptly replaced a missing puzzle and added extras.
“Alyssa was attentive and responded very quickly to my complaint”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Foyles is a UK bookseller with physical shops and an online store. It sells new books, specialist and general titles, plus stationery and gift items. Some branches have event space for author talks and may include café seating. The website offers an electronic catalogue and several delivery options in the UK and overseas. Staff in stores often help with genre choices, recommendations, and account or order questions.