Foyles Reviews 

I love Foyles, I love bookstores, but I also come here because I love the cafe upstairs...HOWEVER, as an ex-barista I try never to look when they make my coffee here. I'd love to offer my free services to teach the staff how to make coffee here. Just this morning I ordered a mocha, the lady didn't let the water run through the machine before inserting the handle with newly ground coffee (BIG NO NO..means I get old espresso grind through), the coffees are INSANELY HOT, which means you are blasting the milk to insane temperatures (the lady inserted the dirty milk wand, without blasting air through it first into my milk, walked away for a few seconds, allowing the milk to scream and no air to come through and I had to wait 8 minutes or so for it to cool off..it is also NOT good for your gut to overheat the milk, shouldn't be hotter than 90 degrees)...but to top it all off..she let the espresso run only 8 seconds (should be 27-29 seconds), I assume because she hadn't run the water through the machine first...so I had a mocha with not even a full shot of espresso for 4.50. Wohoo! This is not the first time.

Alyssa was diligent and patient in both dealing with, and solving my problem.

Excellent and efficient service, with a very helpful customer service team.

I had forgotten to show my Foyles account number when purchasing items for the past month and the Foyles support team replied within 10 minutes of my enquiry and were able to ‘catch me up’ inside 15 minutes. Very impressed.

I recently wanted to place a book order online and use the remaining credit balance on a soon-to-expire gift card. Alyssa responded quickly to my request for help when I could not identify the required Security Code on the card. Subsequently I had trouble accessing the basket and moving on to Checkout. Again, Alyssa was ready with advice within minutes. I was able to complete my purchase and am thoroughly satisfied with this degree of customer service. It could not have been better.

Very quick response from the help centre and resolved my query within minutes.

I was very impressed today by the friendly and efficient service from Alyssa.
I had needed advice on children´s books about planes for a boy aged 7, the son of a good friend.
Alyssa got back to me very speedily with three wonderful titles, which I can now buy for Kasper, who dreams of becoming a pilot when he grows up.
Many thanks for your help !

Quick friendly service from Alyssa, who unclogged a blockage in the delivery of the book I'd ordered.
Many thanks,
P

Prompt and reliable

Used their customer service over email and I spoke to Alyssa, she is very kind and helps you with whatever you need!

I accidentally made a click and collect order in London and thought it was for Essex and had to contact customer service and had no issues.

Thank you so much Alyssa, I suffer with anxiety and you made the process stress free and easy for me 🫶🏼

Firstly let me say that the service from Alyssa in Customer Support was very good, she found out what was happening and tried to help as best she could. However the two stars relates to the service from Foyles themselves. I ordered a book in late December and sat back and awaited it's arrival. Bearing in mind the time of year I gave them 6 weeks rather than the 4/5 weeks they suggest before chasing it when it didn't arrive. When I contacted customer support they found that the seller hadn't got one and couldn't send me one, so wasting 8 weeks (by the time we found that out). I thought I was ordering from Foyles, be aware that you aren't, they are just some sort of intermediary. Very poor service from Foyles, but well done Alyssa.

The fastest and more efficient customer service ever. Good job Foyles!

very kind and helpfull customer support. Immediate responses

I recently had reason to contact Foyles’ online customer services team with a query regarding ‘Foyalty’ points received in their Charing Cross store. Despite sending my initial query late at night, I received a response early the next morning, and it was dealt with swiftly and professionally. I then had problems submitting an online order, which again was dealt with in a professional and timely manner - what I assumed was a problem on my end was actually a fault with the website but the knowledgeable advisor, Alyssa, was able to guide me through possible solutions in the meantime. Alyssa is a credit to the customer service team - she was polite, professional, and responded very quickly to my (never ending) queries. Once able to submit my order, the process was quick and easy, and I look forward to receiving my book.

While I value the great atmosphere of the store. I'd like to suggest a more seamless approach in the coffee area. Encouraging customers to use their own cups is not only environmentally friendly but also a positive practice. Perhaps addressing this aspect without restricting customers (students) from bringing their cups could enhance the overall experience.

My daughter advised that she had sent me an e-gift card whilst she had been on holiday in 2022, for whatever reason could not find the e-gift card and forgot about it until the other day. I then contacted Waterstones Customer Service Team and asked if they could trace the card. Within 2 days I received an email and received my gift. Once I had identified my problem , it was sorted promptly and efficiently , thank you Lorraine, help much appreciated.

Waterstones (Lorraine) was extremely helpful and efficient at dealing with a Waterstone Plus app a/c query.
Thank you

Pre-sales and after sales top of the notch. Books difficult to find appear at Foyles! Keep it up.

I didn't realize that one of the items in my order was due to be delivered very late. I contacted support and they solved it instantly. The other book was quickly sent and delivered.