Recent reviews consistently praise Foyles’ in-store and online staff for helpful, prompt customer service, with several customers naming specific employees who resolved issues. However, multiple reviewers report problems with online fulfilment: delayed dispatches, missing items, and subscription activation issues. If you plan to buy in person, reviews indicate good in-store assistance and book selection; if ordering online, monitor dispatch notifications and retain order numbers. Contacting customer support appears effective in many cases, but some customers advise persistent follow-up for unresolved dispatch problems.
Examples from available reviews (Sep 2025 – Feb 2026).
In-store colleague Giuseppe provided exceptional, knowledgeable help finding feminism books.
“I was assisted by a colleague called Giuseppe”
Alyssa resolved the online order issue promptly and kindly.
“replied immediately and was always remarkably efficient and friendly.”
Order claimed despatched but not handed to Royal Mail, poor communication.
“my order has been despatched”
Multiple deliveries omitted items and customer service did not replace them.
“One book has still not shipped.”
Most reviews describe fast, friendly and helpful staff in stores and online; a minority report fulfilment problems or delays.
Value is rarely mentioned; one reviewer compared prices unfavourably to a large online retailer and questioned cost versus service.
In-store browsing and tailored recommendations are praised, while online ordering and delivery fulfilment received a number of complaints.
Many reviewers note a good selection and product quality; a few report missing items or packaging problems for online orders.
Numerous reviewers praise prompt, helpful email and in-store responses (several naming staff); a smaller group report unanswered dispatch queries.
Most reviewers recommend Foyles based on staff helpfulness and problem resolution; a minority describe poor online fulfilment and subscription issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (33) · Quotes shortened · As of: February 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 operating physical shops and an online store, selling books, stationery and related gifts. It offers in-person browsing at city stores alongside web ordering and email support, making it a common choice for both walk-in customers and online buyers seeking a wide selection of titles.