Sarah Page

I don't normally leave a review however after reading so many negative reviews I thought I'd share my experience. My lazy spa pump broke with only one day warranty left I filled in the form and attached all the relevant photos/videos around 4pm. The next day I phoned to confirm they had received my warranty claim and to ask if they could ship the pump ASAP due to needing it this weekend for my daughter's birthday they advised they needed a video with me holding the lock button for 3 seconds which I sent. They confirmed the warranty and asked to upload a photo with the pump cable cut to prove it won't be used and to prove it was broken upon sending this I quickly received a confirmation that my pump had been dispatched and was out for delivery the next day. The whole process took 4 days from my initial warranty claim for me to receive the new pump. I am so happy with the service you have made a little girl very happy!! Thankyou for your quick response and for sending me the pump as quickly as you did!!

Absolutely shocking customer service from footasylum and I will never shop with them again and would tell everyone to avoid ordering from them. My parcel stated delivered and just left at my front gate for anyone to take. When ordering a parcel worth nearly £100 this is shocking that it is left like this!!! Under the consumer rights act it is the retailers responsibility to ensure my parcel is delivered safely to my address or to the designated safe place. I did not agree to my parcel being left at my front gate and would not have ordered if I knew this would be the case!! I Contacted footasylum customer service who stated parcel was delivered so no refund or replacement then just ended the chat so abruptly. Now I'm left with no outfit for my son on Christmas day and no money to replace it. AVOID AVOID AVOID ordering from here!!!

Footasylum is legally responsible for the parcel until it is successfully delivered into your possession. If you did not give permission for the courier to leave the parcel in an unsecure location (e.g., outside your front door), their refusal to refund you is incorrect.
Your Rights Under UK Law
Under the Consumer Rights Act 2015, the retailer (Footasylum) is responsible for the goods until they are delivered to you or a person nominated by you. A parcel left unattended outside your property without explicit consent does not count as being delivered into your possession.
It is up to Footasylum to take the issue up with their courier service (e.g., Evri or Royal Mail), not your responsibility.
However footasylum do not want to abide by these rules.
I will be taking this matter further

Footasylum response;

Hi There,

Thank you for sharing your most recent experience with us, we are sorry to see that it was not the best with the outcome given, we always aim to try and help resolve any issues a customer is facing as it is our intention to provide you with great service.

However we do take these form of claims very seriously and have processes in place for this. Based on the information/evidence that we have on our end we were not able to move forward with your claim. However if you have any further information that can support your claim please let us know and we would be more than happy to review this over.

Thank You,
Footasylum Team

Based on the evidence and information you have??? It's clear in the photo of delivery this parcel was left outside so I'm not quite sure why you are unable to move forward on your end. As previously stated you are responsible to ensure I receive my package and you failed to do so! Luckily I purchased through PayPal and have raised a case with them!!!

Customer service is amazing here fast communication and very helpful and kind staff. I bought 2 hoverboards and karts last year and my children have been on them everyday since then, battery life is amazing and the quality is excellent never had a problem with them would highly recommend these hoverboards! Really pleased with this company and will return to purchase in the future. Thankyou hoverboards!

Barry and Lee were fantastic had a big issue as washing machine wouldn't fit through gate however they stayed and helped clear and move things to create space for it to fit through garage! Thankyou so much to you both!! Really appreciate it.

Absolutley over the moon with these glasses but more so my son is as for the first time ever he was able to pass the colour blind test with a normal vision result. My son is a strong Deuton so after doing the test I ordered him a pair of glasses lens B as recommended and we are so happy with the results thankyou so much pilestones for helping my son see the world in full colour! 😀

Recieved my hoverboards and karts within 2 days even after ordering after 9pm! The morning after ordering them I wanted to change 1 of my orders to a different model so i phoned up but it just kept ringing so hung up and thought I'd phone back as it had only just turned 9am however to my suprise I recieved a call back straight away from a lovely man who advised to email the items I want changing and within an hour my ordered had been changed and shipped. Haven't opened them up yet as they are for Xmas presents but I'm sure they will be as amazing as the customer service I have recieved so far!! Very responsive and helpful and definitely go the extra mile. We need more businesses who look after their customers as well as hoverboards do!! Thankyou so much guys! ❤