Reviews Analysed
20
We Collect & Analyse Reviews
Foyles
Experiences & 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.
Overview & Key Metrics
Positive Sentiment
85%
Latest Review
19d
Overall Rating
4.4
Our Analysis
🎯
Service quality
Most reviews describe fast, friendly and helpful staff in stores and online; a minority report fulfilment problems or delays.
Share
Strong
32%
💰
Value for money
Value is rarely mentioned; one reviewer compared prices unfavourably to a large online retailer and questioned cost versus service.
Share
Mixed
2%
⚡
User experience
In-store browsing and tailored recommendations are praised, while online ordering and delivery fulfilment received a number of complaints.
Share
Mixed
10%
🔧
Product quality
Many reviewers note a good selection and product quality; a few report missing items or packaging problems for online orders.
Share
Mixed
7%
📞
Communication
Numerous reviewers praise prompt, helpful email and in-store responses (several naming staff); a smaller group report unanswered dispatch queries.
Share
Strong
27%
⭐
Overall experience
Most reviewers recommend Foyles based on staff helpfulness and problem resolution; a minority describe poor online fulfilment and subscription issues.
Share
Strong
22%
Our Independent Methodology
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Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 20 verified reviews (September 2025).
This evening
"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 b..."
Claudia Bletaj
Trustpilot
Sep 30, 2025
Featured for: In-store knowledgeable staff praise
Customer Service
"I was having problems receiving a purchase I made online but Alyssa from customer service sorted everything out, replied immediately and was always re..."
Miguel Cerquinho
Trustpilot
Sep 30, 2025
Featured for: Online support resolving issues
Where are my books?
"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 tha..."
Hazel Greenwood
Trustpilot
Sep 30, 2025
Featured for: Extended non-delivery complaint
Items still missing nearly a month after placing the order
"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 rec..."
tess isaacson
Trustpilot
Sep 30, 2025
Featured for: Missing items and packaging issue
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Showing all 20 reviews
All Customer Reviews
Sources: Trustpilot (20) · Quotes shortened · As of: September 2025
R
Reem Al Dhaheri
trustpilot.com
Sep 30, 2025
Order arrived well but a few suggestions are needed
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...
M
Miss G
trustpilot.com
Sep 30, 2025
Great service
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 mo...
M
MMF
trustpilot.com
Sep 30, 2025
Excellent
The customer service team (both in store at Waterloo and online) ha...
B
Beth
trustpilot.com
Sep 30, 2025
Excellent speedy service and response…
Excellent speedy serv...
S
Suzanne Brown
trustpilot.com
Sep 30, 2025
Prompt and friendly…
My question was answered promptly and the s...
H
Hazel Greenwood
trustpilot.com
Sep 30, 2025
Where are my books?
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 tha...
T
Titouan Renard
trustpilot.com
Sep 30, 2025
Quick response.
...
t
tess isaacson
trustpilot.com
Sep 30, 2025
Items still missing nearly a month after placing the order
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 rec...
C
Chris Neill
trustpilot.com
Sep 30, 2025
Excellent
I have received exemplary customer service from Alyssa, via email. After my initial enquiry she...
C
Claudia Bletaj
trustpilot.com
Sep 30, 2025
This evening
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 b...
S
Sandra Bukovská
trustpilot.com
Sep 30, 2025
Very fast and friendly approach 👏🏻
Very fast and fri...
M
Miguel Cerquinho
trustpilot.com
Sep 30, 2025
Customer Service
I was having problems receiving a purchase I made online but Alyssa from customer service sorted everything out, replied immediately and was always re...
J
Jack Collings
trustpilot.com
Sep 30, 2025
Online Customer Service
I was having some trouble getting my account sorted with loyalty etc after making a purchase, however the customer se...
G
Gemma
trustpilot.com
Sep 30, 2025
Excellent Customer Service
Customer service sorted out my query so quickly and efficie...
N
Nabila
trustpilot.com
Sep 30, 2025
Foyalty card issues resolved
I had some problems with my Foyalty card and transferring stamps. I emailed Georgina at Customer...
A
Alison Anderson
trustpilot.com
Sep 30, 2025
We visited your Brigstowe St
We visited your Brigstowe St, Bristol store on Sunday the 6th of April and received excellent customer service from a friendly, extremely helpfu...
A
Aleksa Cakic
trustpilot.com
Sep 30, 2025
Perfect customer service
Absolutely phenomenal. They response quickly, honestly and with such clarity. I...
C
Chui Cheung
trustpilot.com
Sep 30, 2025
Dedicated assistance whenever you need
I have always received good help at Waterstones store no matter where the location was. The staff in the store and the online customer service are ver...
S
Susan Catten
trustpilot.com
Sep 30, 2025
Poor Customer service over book subscription
I ordered as a gift for my son a years paperback subscription on 27th January. On 29th January he received a parcel only containing a receipt which ob...
J
Jemma Hole
trustpilot.com
Sep 30, 2025
Kindness and care from 2 lovely people
It was a somewhat trivial issue I had - a missing piece in a small puzzle - but the response I had was exemplary. Alyssa was attentive and responded v...
Conclusion
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.