Customers often mention very fast delivery and a website that’s easy to order from. Reviews frequently praise specific customer service agents for sorting lost parcels and exchanges. A clear run of complaints points to late or missing refunds and delivery problems that don’t get resolved. Some customers also say items arrived damaged or poor quality.
Examples from available reviews (Aug 2022 – Mar 2026).
Easy ordering and very fast next-day delivery impressed reviewer.
“Ordered 10 pm delivered next day 10am.”
Sammia resolved the customer's issue quickly.
“Sammia was really helpful, and resolved my issue quickly.”
Returned items received but refund delayed and customer service poor.
“I'm Still waiting on my Refund”
Received trainers in poor condition and low-quality packaging.
“£90 trainers and like they from a cheap market stall.”
Positive reviews often name agents who fixed lost-parcel and exchange problems. Negative feedback tends to focus on refunds that don’t get sorted, orders that are cancelled, and staff who don’t follow up. Both themes show up repeatedly in service comments.
Many customers point to strong sale prices and appealing deals as reasons to buy. Some complain about unexpected return charges and sale prices that vary by size. A few reviews also flag negative checkout encounters in store tied to staff behaviour.
Reviewers regularly describe the website as simple and quick to use. Fast delivery comes up often as part of the ordering experience. A small number of comments mention inconsistencies in the app or listings around returns and sizing.
Many reviewers say the clothing and trainers arrived in good condition and feel good quality. Others report dirty, damaged, or second-hand items being sold as new. These two tracks create a clear split in product feedback.
Customers often describe helpful live chat and agent conversations that solved issues quickly. Other reviews mention chats ending abruptly, cancellation requests being ignored, and weak follow-up. Several people say refund and return updates arrived late even after they tried to make contact.
Feedback divides between smooth, fast orders with strong help from agents and experiences marked by missing refunds, incorrect or poor-condition items, and poor in-store interactions. The main positive theme is speed and ease when ordering. The main negative theme is refunds and delivery issues that aren’t resolved.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (60) · Reviews (20) · Reviews (1) · Quotes shortened · As of: March 2026
Customer service agent failed to resolve a claimed delivery issue.
“My order did not arrive to me or my concierge”
Received allegedly used items sold as new, horrific experience.
“they sell used/second hand and sell as new items.”
Cancellation requests ignored and unhelpful customer service prevented cancellation.
“Worst customer service ever”
Parcel arrived on time but shoes were too small; returns impressed.
“I was really impressed with the returns method”
Good selection and straightforward checkout with hoped-for quick delivery.
“A very good selection to view, a straight forward procedure to choose and pay”
Footasylum refunded shipping and reshipped after delivery company error.
“footasylum was very helpful and refunded my shipping and also sent me my new order.”
The process was straightforward, quick, and easy.
“Very straight forward , quick and easy”
Razia helped with my faulty item return.
“Razia was very helpful with my faulty item return”
Marz efficiently resolved a lost-parcel issue.
“Marz was very helpful and understanding when my parcel got lost”
They love the company's offers.
“Love their offers!”
They were helped with a delayed return refund which is still pending.
“Very helpful sorting out my return as waiting along time for money to be processed”
Kyle provided very good and helpful service.
“Very good Kyle was a great help”
Staff provided caring, professional customer service resolving delivery concerns.
“all of their staff shown such a great level of care and professionalism that I've never seen before.”
Fast delivery and an easy, efficient ordering experience.
“Very fast delivery, efficient. Easy website to order from.”
Marz helped cancel an order placed by mistake.
“Marz was very helpful in cancelling my order i placed by mistake 👍👍”
Reviewer describes their experience as excellent.
“excellent ,”
They say delivery is always fast.
“Fast delivery always”
They praise the first delivery and product quality.
“I can’t believe the first delivery and quality things”
Chloe provided excellent help resolving a delivery issue.
“The help from a young lady called Chloe was excellent, the matter was taken in hand to resolve.”
Tanveer provided excellent customer service.
“Tanveer was very helpful”
Delivery was perfect and fast.
“Perfect and fast delivery”
Website was quick and easy; delivery was fast with updates.
“The website was so quick and easy to use, no glitches, easy to navigate.. Delivery was super quick, and I was kept updates at all times..”
They received amazing service, especially from Abbie.
“Amazing service, thank you so much specially Abbie”
Reported alleged racist manager behavior and refused refund within policy.
“racist and discriminatory behavior”
Order marked delivered but store had no record; customer service unhelpful.
“They closed the online chat abruptly and left me out of pocket.”
Returned items received but refund delayed and customer service poor.
“I'm Still waiting on my Refund”
Received men's shoes labeled as women's and faced expensive returns.
“They advertised a shoe as a women's size 7 and I received a Mans shoe”
Returned coat tracked to Footasylum but refund repeatedly delayed.
“Finally tracked parcel to foot asylum so waited for refund.”
Multiple orders canceled and account banned after customer inquiries.
“4 orders canceled in a row”
Received trainers in poor condition and low-quality packaging.
“£90 trainers and like they from a cheap market stall.”
Wrong items delivered and customer service refuses refunds.
“first order completely wrong items came”
Missing socks; company claims packing CCTV shows correct packing.
“was told that cctv had been checked of my order being packed”
One item missing from delivery and company didn't believe customer.
“I was missing a tshirt from the order.”
Interviewee experienced disrespectful and rude manager behavior.
“she was very rude and disrespectful”
Returned coat lost and company refused refund despite return proof.
“Never get the refund!”
Exchange request returned with same size, warehouse rejected for alleged damage.
“they just send me back with same size stating that the box is damaged”
Received dirty items and encountered rude live chat support.
“Every time I have ordered from Footasylum they are all dirty.”
Exchange denied despite stated free return policy and no flexibility.
“No was the answer, it has to be within 28 days.”
Believes a staff member with cancer was unfairly dismissed and criticized company.
“was fired just weeks after receiving her cancer diagnosis.”
Parcel marked delivered with photo; driver suspected of stealing and company unhelpful.
“Delivery driver left a photo of the map of my street as ' proof of delivery”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Footasylum is a UK retailer focused on trainers, streetwear, footwear, and casual clothing. It sells through an online store and physical shops across the UK and Ireland. The website features branded trainers, seasonal ranges, sale sections, and size filters. Shoppers can choose standard or expedited delivery and use an online returns portal. Support is available by phone, email, and through in-store teams.