Had an issue with

Foot Locker

? Get a real response.

You’ve got a problem with Foot Locker and want it fixed fast. Here are all the official ways to lodge a complaint and create a solid paper trail.

1. Phone – Talk to Customer Care

📞 +61 7 4243 4655
Hours: 7 days a week, 9am–6pm AEST

This is Foot Locker Australia’s main customer care line. Use it for urgent issues like:

• Failed transactions
  
  
• Wrong or missing orders
  
  
• Time-sensitive refund questions
  
  

When you call:

• Select the option to speak to customer service
  
  
• Have your order number, store location, and receipt handy
  
  
• Clearly say you want to lodge a complaint, not just “ask a question”
  
  

Ask for a case or reference number before ending the call.

2. Online Form – “Submit a Request”

For detailed complaints (and attaching photos), use the official online form:

👉 Submit a Request:
https://help.footlocker.com.au/hc/en-gb/requests/new

You’ll be asked for:

• Email address
  
  
• Order or receipt number
  
  
• Nature of the complaint
  
  
• Description and attachments (e.g. photos of faulty or wrong items)
  
  

You’ll receive a confirmation email and ticket number. This is ideal if you want everything in writing.

3. Chatbot Flo & WhatsApp

On the Help Centre, you’ll see the Flo chat icon:

👉 Contact & Help Centre:
https://help.footlocker.com.au/hc/en-gb/articles/34438128759579-Contact-Us

• Start chat and type “Feedback” or “Complaint”
  
  
• Flo will prompt you for details and can pass your issue to a human agent
  
  
• You’ll have a written log of the interaction
  
  

From the same page, you can also access WhatsApp support via link or QR code. This is handy if you prefer messaging and want to send photos quickly.

4. Email (Direct Written Complaint)

You can send a complaint email to:
📩 service@footlocker.com.au

Include:

• Full name & contact number
  
  
• Order number or store location
  
  
• Clear description of what went wrong
  
  
• Photos (if relevant)
  
  

Using email gives you a complete record of what you sent and when.

5. In-Store – Speak to a Manager

For in-store issues (staff behaviour, sizing problems, faulty shoes bought in store):

• Go back to the same store with your product and receipt
  
  
• Ask to speak directly with a store manager
• Explain the situation and what resolution you’re seeking (refund, exchange, etc.)
  
  

Store managers can approve refunds, exchanges, or check stock in other stores. If they can’t help, ask what the next step is (e.g. escalation to Customer Care).

6. Social Media (Extra Visibility)

Foot Locker AU is active on social media (e.g. Facebook, Instagram). While not an official complaint channel, public posts or DMs sometimes trigger faster attention.

• Be polite and factual
  
  
• Don’t post your personal details publicly
  
  
• Expect to be redirected to email or the Help Centre for resolution
  

Whichever route you choose, always:

• Save emails and chat transcripts
  
  
• Note down your ticket/case number
  
  
• Take screenshots or photos of important info (e.g. price tags, order status)
  

Foot Locker’s complaint process is fairly standard, but it helps to know what’s happening behind the scenes.

1. Acknowledgement

• Phone: acknowledgment is immediate during the call
  
  
• Online form / email: you’ll get an auto-confirmation with a ticket number

This is your reference for all follow-ups.

2. Investigation & Assessment

A customer service agent reviews your complaint and may:

• Check order history and warehouse/stock notes
  
  
• Review delivery tracking or open investigations with courier partners
  
  
• Request photos of defective/incorrect products
  
  
• Contact the store manager if the issue happened in-store
  
  
• Cross-check against Foot Locker policies and Australian Consumer Law

Examples:

• Delivery issue: they’ll verify tracking, contact Australia Post if needed, and confirm whether the parcel is late, lost or mis-scanned.
  
  
• Product fault or wrong item: they’ll inspect photos and confirm eligibility for refund or replacement.
  
  
• Service complaint: they’ll request feedback from the store involved and may escalate to regional management.
  
  

You might be asked for extra information if anything is unclear.

3. Resolution Proposal

Foot Locker will propose a solution based on policy and your rights:

• Refund or exchange for faulty or mis-sent items
  
  
• Replacement or re-shipment if stock is available
  
  
• Refund if they can’t fulfil the order (e.g. stock errors)
  
  
• Apology and internal action (e.g. coaching staff) for service-related complaints
  
  
• Occasionally a goodwill gesture (voucher/discount) where appropriate
  

Remember: under Australian Consumer Law, if goods are faulty or not as advertised, you’re entitled to a repair, replacement or refund. Foot Locker’s terms acknowledge this.

4. Communication of Outcome

They’ll confirm the outcome via:

• Phone call plus follow-up email, or
  
  
• Email reply to your ticket
  

You should be told:

• What they’ll do
  
  
• Any steps you must take (e.g. returning the item)
  
  
• When you can expect a refund, replacement or update
  
  

5. Timeframes

Typical timelines:

• Straightforward refunds/returns: often resolved within about a week (bank processing can add 3–7 business days for the money to show up)
  
  
• Lost parcels/investigations: can take around 5+ business days while couriers investigate
  
  
• Complex or escalated complaints: may take longer; you should be given expectations
  
  

If you don’t hear back within 3–5 business days, follow up quoting your case number.

6. Who Handles Your Case?

• Customer Care team (central) handles phone, online form, WhatsApp and email complaints
  
  
• Store managers handle in-store incidents and often liaise with Customer Care
  
  
• Supervisors/specialist teams handle escalated or complex cases
  

Foot Locker moves a lot of stock and hype releases, so certain complaint themes show up again and again.

1. Order Cancellations & Stock Problems

• Orders (especially limited sneaker releases) cancelled due to “out of stock” after payment
  
  
• Frustration when online orders are cancelled but resellers still appear to have stock
  
  
• Perception that inventory systems can’t keep up with high demand
  

Outcome: Foot Locker refunds these orders, but customers lose the chance to get the product.

2. Returns & Refund Issues

• Returns refused because original box or packaging is missing
  
  
• Returns refused if shoes show any sign of wear, even if lightly tried
  
  
• Confusion over the 28-day return window and strict conditions
  
  
• Refunds for cancelled orders or returns taking weeks instead of days
• Needing multiple follow-ups to chase a promised refund
  

The box being treated as “part of the product” for sneakers is a big friction point.

3. Shipping & Delivery Problems

Common issues include:

• Orders stuck in “processing” for too long
  
  
• Deliveries later than the advertised timeframe
  
  
• Parcels marked as “delivered” but never received
  
  
• Wrong size or completely wrong product shipped
  
  

Foot Locker typically resolves these via investigations and then refunding or re-sending, but the wait and lack of proactive comms drive complaints.

4. Customer Service & Communication

Patterns in reviews:

• Long hold times on the phone
  
  
• Perception of scripted, offshore customer service that can’t make decisions
  
  
• Promised callbacks that never happen
  
  
• Customers having to drive the process with constant follow-ups
  
  

In contrast, in-store staff often receive praise when they go above and beyond, so service quality feels inconsistent.

5. Policy & Pricing Complaints

• Surprise $10 return shipping fee for change-of-mind mail returns
  
  
• Price discrepancies between shelf labels and checkout
  
  
• Discount codes not working or limited-time promos ending abruptly
  
  
• Frustration with launch raffles or reservation systems for hype sneakers
  

Most of these complaints come from expectations not being set clearly at the start of the purchase.