Foyles Avis 

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 quick, professional, and incredibly helpful.

I usually interact with Alyssa and John, who are both kind, organized, and a pleasure to deal with. They make the whole process smooth and stress-free.

Thank you, Foyles, for such efficient and thoughtful service—definitely a well-deserved 5 ⭐⭐⭐⭐⭐ from me!

Very good service from online support after I received a book that was damaged in the post. Lisa responded very quickly and agreed immediately to replace it; returns process is straightforward and free.
I buy lots of books from Waterstones online. They have a great range, good availability and an excellent loyalty scheme. Recommended.

I love Foyles because they always suggest interesting books. Their newsletter helps me discover new niche authors, who I would otherwise rarely read.
The shipping service is impeccable. I've NEVER had my books arrive damaged! The customer service is kind and efficient.

I love Foyles, but could you make the Foyalty programme one £9.99 book = one stamp? It's currently £10 = one stamp and quite annoying that usually I'm only 1p off of a stamp...

It is so easy to order from the u.s. to have a book delivered to my friend in the UK. Great customer service. When the order was delayed, they replied immediately to my query about the order. And it's good to know I'm supporting local bookshops as well!

I love Foyles anyway, but I recently ordered some books, a pencil and a calendar. I only received half of my order so I contacted the service team late at night last night and they replied to me this morning. Alyssa, the rep who helped me, was quick with her replies and happy to replace the items I didn’t receive. Super efficient, very nice service team. 10/10 would absolutely recommend.

Very helpful.

Their delivery for the order is shocking. I did not realised that it can take up to 4 weeks for 1 book to be delivered.

So when ordering, double check the delivery time period. Would certainly not be ordering anything from Foyles anymore. Amazon next day , how can Foyles take 4 weeks from ordering, with no further update. You have to contact them for updates.

Still waiting for my book .

Lisa from Waterstones/Foyles customer service was very helpful and went out of her way to assist.

Great customer service. Alyssa was really beyond helpful and resolved my problem with a faulty product that had been posted to me very promptly. Credit to the company. Thanks very much!

The customer service is awful miserable waiters. Food was ok.

Hassle free. Prompt. Sufficient. Concluded. Lost items in delivery. Resent items. Lisa who dealt with my claim was outstanding. Thankyou.

I have tried to buy a years subscription to the monthly random paperback delivery for my wife for her birthday. This required me seemingly to set up a Foyalty account. However I have tried to do this 6 times across two laptops and a mobile phone and receive the same rejection message about CAPCHA, when that does not even appear on screen during the sign in process. I have sent a message to customer services, who responded that I email the subscriptions department. I did this three days ago and have not had a response. I have just called 01283 248 686 at 16:43 on Friday and there is no reply, just an answerphone.
Apart from this being awful customer service, I am thinking that Foyles does not want my business.
If it was not for my wife wanting this subscription I can assure you I would have stopped at the second attempt, not the sixth, plus two emails and one abortive phone call. Honestly this is sub standard service.

Book arrived damaged and had a very quick response to offer free return and replacement. Process was very easy and responsive. Excellent service overall.

Customer service responds within minutes, very impressive. There was a hiccup in my order (the hardcover I ordered was not available, even tho it stated it was). They immediately arranged a refund. And then waived the 1st Class Postage on my subsequent paperback order, without myself asking, as a gesture of goodwill. High integrity, speedy customer service. Thank you Georgina for your 10/10 service

Prompt communication aside, I didn't have to do much apart from going to the store & giving the month period for the children's books that I had purchased (Receipt must've gone with the kids' bag, didn't check). Store Manager checked, found the exact order, gave me a discretionary receipt with stamps. My foyalty login hadn't worked before so I couldn't add it. Service desk helped me reactivate my account, added the stamps, and then, because I asked nicely, added a £6.49 balance which expired 13 months ago (login problem) back onto my account. What!? I am deeply appreciative. Plus, obviously, the bookstores are amazing. It's not (the new) WHSmith.

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 lot of stuff, you could even say "Order includes a pre-order item, so wait time for the order will be longer to ship". I noticed when stuff started shipping (separately unfortunately) they came from waterstone's and from foyle branches but i would hope they would be in one or two big boxes rather than multiple.

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 most gorgeous nails though. Hopefully she'll see this!

I also reached out to the online team where Alyssa helped me resolve an issue of changing my account to a student account. She was patient and helpful.

The customer service team (both in store at Waterloo and online) have been brilliant, very impressed with their efficiency and warmth.