Footasylum: most-reported complaints
Automated analysis of 2,749 public Trustpilot reviews published 2024-07-13 to 2026-09-23. TrustScore 4.4 from 88,912 total reviews — see the Trustpilot page. Quick answer: is Footasylum legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, with 451 complaints out of 973 identified issues. Support being unhelpful was the second most common concern, accounting for 207 reports. Late deliveries were also frequently mentioned, with 167 reports showing a rising trend. Additionally, 125 reviewers cited faulty or damaged products as a key issue.
How to reach Footasylum
These are the contact details Footasylum publishes on its Trustpilot profile, as of our last check on 2026-09-27 — it publishes no phone number there, email [email protected].
The company claimed its Trustpilot profile on 2016-05-20, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-26. Trustpilot ranks it 67 of 126 in Activewear Store. We last checked this profile on 2026-09-27 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: FOOTASYLUM LIMITED (no. 05535565), active, incorporated 2005 (21 years); next accounts due 2026-10-31, last accounts filed 2025-07-10, 5 registered charges. 3 current officers (26 on record historically), 3 resignations in the last 24 months; 10 filings in the last 12 months (190 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 54 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 31/10 Win £300 to spend on sneakers at Footasylum, Meadowhall”, “E: 30/3 Win £100 to spend with Footasylum (Facebook/twitter)”, “E: 15/01 Win a £250 Footasylum voucher (Jet2 app)”.
Elsewhere: 2.9★ on Google (180 reviews) · 4.8★ App Store (33,403) — a 1.5-star gap between its Trustpilot and Google scores.
TrustScore over time
4.5 → 4.4 across 16 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (98%, 0.2d) · 2026-08-18 (98%, 0.2d) · 2026-08-21 (99%, 0.2d) · 2026-08-24 (99%, 0.2d) · 2026-08-27 (99%, 0.2d) · 2026-09-01 (98%, 0.2d) · 2026-09-04 (97%, 0.3d) · 2026-09-07 (99%, 0.3d) · 2026-09-10 (98%, 0.3d) · 2026-09-13 (98%, 0.3d) · 2026-09-16 (98%, 0.3d) · 2026-09-20 (99%, 0.3d) · 2026-09-23 (98%, 0.2d) · 2026-09-27 (99%, 0.2d) · 2026-09-27 (99%, 0.2d).
Severity: 17% of this company’s 1011 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In July 2026, 75% of 190 one-to-three-star reviews were 1★; in September 2026, 80% of 290.
Counted from July 2026 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 5.8 days between the experience and publishing their negative review (1058 reviews record both dates).
Two readings of the same reviews
Trustpilot’s own automated summary of this company’s reviews reads as predominantly positive. Our classifier, reading the review text in our recent window, judged 20% of those reviews to be complaints — most often delivery failed. Both are automated readings of the same public reviews; they weigh them differently.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 1031 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 1031 company replies to negative reviews analysed, 59% engaged with the specific problem and 33% were generic templates.
What employees say
Employees rate Footasylum 3★ overall from 609 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 1716 company-invited reviews in the recent window average 4.10★, while 604 organic (uninvited) reviews average 4.36★.
20% of its 1635 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 46% of this company’s complaints vs a 21% median across 152 ranked companies in its sector.
Review velocity: 10,899 of this company’s 88,912 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about Footasylum?
Delivery failed
451 reports · 46% of complaintssteady“Order was £360 and delivery not received”
The company replied on 2026-09-17: “Hi Chelsea, Thank you for getting in touch, and I am sorry for the delay and frustration you've experienced while getting this sorted. I can confirm that we have processed a full refund has now been…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“trainers were not in stock and therefore the delivery could not be fulfilled.”
The company replied on 2026-09-06: “Hi Matthew, I’m truly sorry to hear about your disappointing experience with your son’s order and the lack of communication you received. This is not the level of service we strive to provide at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Tried to talk to footasylum and was told I needed cctv to prove item was taken.”
The company replied on 2026-09-06: “Hello Rebecca, Thanks for sharing your feedback with us, I am so sorry to hear that we were not able to move forward with your claim. We always want to try and help in the best way we can, but we do…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
Support unhelpful
207 reports · 21% of complaintssteady“trainers were not in stock and therefore the delivery could not be fulfilled.”
The company replied on 2026-09-06: “Hi Matthew, I’m truly sorry to hear about your disappointing experience with your son’s order and the lack of communication you received. This is not the level of service we strive to provide at…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Tried to talk to footasylum and was told I needed cctv to prove item was taken.”
The company replied on 2026-09-06: “Hello Rebecca, Thanks for sharing your feedback with us, I am so sorry to hear that we were not able to move forward with your claim. We always want to try and help in the best way we can, but we do…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Despite several attempts to speak on live chat to change my request was ignored.”
The company replied on 2026-09-06: “Hello James, Thanks for sharing your feedback with us, I am so sorry to hear about the delivery issues. We always want to try and help in the best way we can. We hope that you have a better…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Delivery late
167 reports · 17% of complaintsrising since 2026-01“Despite several attempts to speak on live chat to change my request was ignored.”
The company replied on 2026-09-06: “Hello James, Thanks for sharing your feedback with us, I am so sorry to hear about the delivery issues. We always want to try and help in the best way we can. We hope that you have a better…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“24 hours late Evri emailed to say they would try again the next day.”
The company replied on 2025-11-23: “Hi Loren, We’re truly sorry for the experience you’ve had. We completely understand how frustrating it must have been to deal with repeated delays and lack of clear communication, especially for such…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“took about 3 weeks to come”
The company replied on 2025-01-27: “Hello Harrison, Sorry to hear about your experience! We understand how frustrating this must be. If you’d like, we can merge your gift cards into a single one for easier use. If you contact us online…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
1 reader marked this review helpful on Trustpilot.
Faulty product
125 reports · 13% of complaintssteady“Item arrived damaged.”
The company replied on 2026-09-06: “Hello Lauren, Thank you for sharing your feedback. We're very sorry to hear that you are having difficulties contacting us. Please contact our customer service team with your order details using the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they've delivered a day late, my options are fill in a returns form”
The company replied on 2026-09-21: “Hi Dale, Thank you for your review, and I’m really sorry to hear how frustrating this situation has been for you – I completely understand your concerns, and frustration on this situation. Please…”
Our classifier read this reply as a substantive response.
It promised: refund.
“they don’t wanna give my refund i showed them my jacket came ripped”
Support unreachable
99 reports · 10% of complaintsfalling“Order was £360 and delivery not received”
The company replied on 2026-09-17: “Hi Chelsea, Thank you for getting in touch, and I am sorry for the delay and frustration you've experienced while getting this sorted. I can confirm that we have processed a full refund has now been…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“wrong order 2 days on chat can't speak to anyone sent all the proof and still no acknowledgement”
The company replied on 2026-08-11: “Thanks for taking the time to leave this review. I'm very sorry to hear about the experience you've had. I completely understand how frustrating it must be to receive the wrong order and then spend…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Item arrived damaged.”
The company replied on 2026-09-06: “Hello Lauren, Thank you for sharing your feedback. We're very sorry to hear that you are having difficulties contacting us. Please contact our customer service team with your order details using the…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Refund refused
84 reports · 9% of complaintssteady“I ordered a pair of runners and got a completely different pair”
The company replied on 2026-09-09: “Hello Clare, Thanks for taking the time out to leave us a review. We’re really sorry to hear about what happened with your order and, in particular, the lack of communication throughout the process.…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“you want refund me so I am down £160 but you don’t care alter lack of customer service is appalling”
The company replied on 2026-09-04: “Hello Deborah, Thanks for taking the time out to leave us a review. We’re really sorry for the delay and any inconvenience caused. Please be assured that we’re currently working on this for you,…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“Footasylum refused to help because I couldn’t provide CCTV footage.”
The company replied on 2026-07-08: “Hi Kelly, Thank you for your review, and I am really sorry to hear how frustrating this situation has been for you. I completely understand your concerns and apologise that this has not been the…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Compare Footasylum with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.