Footlocker Anmeldelser 

Dear Ann Freeman,
Chief Executive Officer, Foot Locker Inc.,

I am writing to you directly because my experience with Foot Locker customer service has been unacceptable, unresolved, and repeatedly mishandled. After weeks of chasing, contradictory information, and generic responses, I feel I have no choice but to escalate this matter to the highest level.

This complaint concerns order D1_FA 19010720, and the refund I am still waiting for despite being told twice that it was being processed.

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Timeline of Failures

04/02/2026
I received an email confirming my refund was being processed and would be completed within 5 to 10 working days.

This did not happen.

Multiple Live Chats
I chased repeatedly and was given the same copy and paste responses with no investigation, no ownership, and no escalation.

13/02/2026
I was told the refund was being processed again, with another 5 to 10 working day timeframe.

Again, nothing happened.

Most Recent Update
I was then informed that the original refund email “meant nothing” because the item supposedly had not been delivered to the depot, and therefore no refund had ever been initiated. This directly contradicts the written confirmation I received on 04/02/2026.

This is not just poor service — it is misinformation.

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Product Handling Issues

I originally returned a full tracksuit due to sizing issues.
Instead of receiving a proper exchange, Foot Locker sent me only the top, claiming the bottoms were refunded.

Why would I want half a tracksuit when I purchased a complete set?

I was then told I had to wait for the top to arrive and return it again before anything could be resolved. This process has been chaotic, inefficient, and completely unreasonable.

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Personal Impact

I also want to make it clear that this ongoing situation has caused me significant stress and anxiety. Constantly chasing a refund for weeks, receiving contradictory information, and having no resolution has taken a real toll on my wellbeing. In the current financial climate, this refund represents an important amount for me and my family, and the repeated delays have created unnecessary pressure. I am asking for this to be resolved urgently so I can put this matter behind me.

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My Concerns

1. Why was I sent a refund confirmation email on 04/02/2026 if no refund had been initiated?
2. Why did I have to chase repeatedly only to be told on 13/02/2026 that the refund still had not been processed?
3. Why was I sent half of an exchanged product?
4. Why has no one taken ownership or escalated this issue despite my repeated attempts?
5. Why am I still waiting for my refund when this began in January?

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What I Expect

- Immediate processing of my refund
- A written explanation for the misinformation and delays
- A review of all chat transcripts to understand the repeated failures
- Compensation for the time, stress, and inconvenience caused
- Confirmation that this complaint has been escalated to senior management

I am a loyal Foot Locker customer and spend a significant amount of money with your company. This experience has been extremely disappointing and far below the standard expected from a global brand.

I look forward to a prompt and thorough resolution.

If I could I’d give it zero, order item from store for home delivery and told order was cancelled as out of stock even though still showing in stock online, to prove this I ordered the product online which arrived but now have to travel 120 mile round trip to get a refund from the store as the won’t do a remote refund even though they told me they could but they won’t, poor customer service

They are worst company ever seen in my life and not professional at all and I would never ever deal or buy from them anymore, never ever buy again,

Excellent service and fast delivery no complaints 👌

Poor Services ... I really hate how customer service they are not giving. I never come to the store.I will suggest please dont go in this shop for wasting your time and efforts.

Had a fantastic experience everything arrived on time and the correct sizes with no damage was nervous with the reviews that are on the site but honestly will definitely order again soon thankyou footlocker

I wish I had checked the reviews here before ordering. Like many others, I have been scammed by a "failed delivery" loop between Foot Locker and DHL.

My parcel was sent to a pickup point, and despite me never even arriving there, the tracking was updated to claim I "refused delivery." This is a blatant lie. When I contacted Foot Locker customer service, they refused to resend the items (purchased at a sale price) or provide a voucher so I could re-purchase them. Instead, they told me I have to wait for a return process that—according to hundreds of other reviews here—takes weeks or never happens at all.

To Foot Locker: Under the Consumer Rights Act 2015, you are legally responsible for the goods until they are in my physical possession. Since you have failed to deliver, you are in breach of contract. I am not waiting for DHL’s slow return process to get my money back. I have requested an immediate refund and will be escalating this to a Chargeback dispute via my bank and reporting the case to Trading Standards via Citizens Advice.

To other shoppers: Save your money and your sanity. They have a 1.6-star rating for a reason. They take your money instantly but will leave you fighting for weeks when their delivery partner fails. Truly the worst retail experience I’ve had in years.

Absolutely awful company DHL refused my parcel at the delivery point I ordered these on the 10th of January. It’s now the 6th of February past the 14 days of the refund policy and still no refund. I’ve contacted them constantly as I never even received this parcel or refused it and I’m still waiting for a refund nearly a month on would never ever use this company again !!! avoid

⛔️⛔️⛔️The refund time is probably the longest I've come across, I will think twice before purchasing from footlocker again!!⛔️⛔️⛔️

Returned an item, dhl seem to have lost it and they never sent a confirmation of posting which they said would. The shop can’t show the parcel on their machine, presumably this is why it’s lost and not showing in the system.
Footlocker are absolutely no help, they keep saying we need proof of drop off to start a claim. Which we cannot get. Customer service is shambolic. I appreciate part of this is likely dhl issue, but the way once footlocker have your money they are just not interested in helping at all to resolve the issue.
Be warned if you try and return an item via their courier get photo proof of the machine once it’s scanned.
Will never buy here again purely because of this. Now back with credit card hopefully they can help get my money back.

Do not waste your time with these clowns!!!!!!!
They will just cancel your orders if you are lucky.

Awful company.Sent the wrong size trainers which I returned a month ago and still no refund.Keep diverting me to a chatbot.Avoid

I bought a pair of trainers from Foitlocker (FL) online on 12th Jan. I received an email on 16th Jan to say there were issues processing my order. On 17th Jan I received another email saying I had cancelled my order and they would issue a refund. On 19th Jan I contacted their customer services to chase up my refund. Their customer services told me I needed to return the shoes before a refund could be processed, and the refund would only be processed up to 14 days after the shoes are recorded as received! I checked their website and this tells you if an order is cancelled the refund will be processed and it can take your bank 3-10 working days to process - this isn’t true. I will be contacting Trading Standards.

AVOID AVOID AVOID !
This company is beyond comprehension! You order a pair of trainers and it says delivery in 2-6 days ! 10 days later ypu get an email saying it’s delayed! They estimate another 2-3 WORKING days before it even leaves the warehouse. Those days come and go ! Still no email! No notification! No news whatsoever! Just left guessing. £200 down and no trainers. You try to reach out and they don’t even bother responding. They basically take your money then say stuff you!!! and you are absolutely powerless to do anything. It’s borderline criminal. I am contacting trading standards through the uk citizens advice services to raise a complaint. I am also instructing a small claims case against them for my money and my costs. Please please please don’t be tempted to use this company! Even if you see things at a reduced rate or see trainers that are hard to find elsewhere! It’s not worth it because you have a very real chance of not getting anything! Merchandise or your money! They truly don’t care one iota! There is no other company who treats customers with such disdain and disrespect! FOOTLOCKER is appalling ! There is a reason they have been closing stores left right and centre to restructure the company. It’s because they are a bunch of incompetent Morons!

Trainers started to fall apart after only 3 months. They told me it was wear and tear and would not replace. The trainers were not cheap. Surely you would expect to get longer wear from them than 3 months! Anyway Footlocker aren’t interested. Buy you trainers elsewhere. Somewhere with decent customer service!

Disgusting company to deal with. Waiting weeks for a refund on an item that was returned to them. They takes days to reply to emails, only to say they will investigate and get back in 3-10 working days, meaning yet further delay in them returning money that belongs to the customer. Vile service.

⭐ 1-Star Review

I am extremely disappointed with Foot Locker UK’s handling of my recent order.

My delivery was sent on the wrong date, despite the delivery information provided to me. Because of this error, I was not at home. Instead of following proper delivery procedures, the parcel was left unattended in my front garden without my consent or any safe place agreement.

When I returned home the following day, the parcel was gone. As a result, I have lost both the product and £150, and I am still without the item I paid for.

I raised this issue with Foot Locker and was told an investigation would take up to 10 working days. That timeframe has now passed, yet I have been told I must wait until 17 January, with no explanation for the delay and no resolution offered so far.

This situation is completely unacceptable. The incorrect delivery date and unsafe handling of my parcel are not my responsibility, yet I am the one left out of pocket. Customer service has been slow, unclear, and unhelpful throughout.

I expected much better from a company of this size. Unless this is resolved promptly with a full refund or a secure replacement, I cannot recommend Foot Locker to anyone.

Returns issues. After initially being sent a return label that did not work in 3 different stores I was sent another with a drop off location that included a UPS locker. Apparently whatever contract they have with UPS does not included lockers. Fast for at least 20 emails back and forward and they still refuse to acknowledge that they provided me incorrect information and with with UPS to at least get the parcel back to me. Frustratingly it's impossible to speak to anyone other than a first line support agent to discuss and they have closed the case. A classic case of 'win the argument and loose the customer'

Order was delayed, then delayed again. Wouldn’t allow me to cancel even when I spoke to a human (the char bot didn’t understand my request!)
Customer service slow and patronising.
Won’t buy from here again. I now have to wait for the order and return it, as I have had to purchase from somewhere else.

If you could leave zero stars I would! Shocking online experience, ordered Asics GEL-NYC Rgd - Men Shoes on the 25/12/25 and next heard on the 29th that there was a delay. Next heard on the 1st Jam saying I’d cancelled my order and was getting a refund!!! I NEVER CANCELLED THE ORDER! Clearly, FL never intended to fulfill the order.
I don’t mind issues with ordering or delivery but don’t lie and say I did something which I didn’t.