Waterstones Reviews 

Very disappointed. I went in store last Saturday to find a book for my husbands birthday tomorrow. The book was only recently published and I expected it to be in store. Sadly no. When I checked with staff I was advised I could order it to be delivered to store. I told her I wanted it for Friday for husbands birthday and she told me it should arrive on Monday and I would get a text to inform me. Today Thursday. No text. So I made the effort to go to town, pay for parking, especially to go to the store. I was told the book had not arrived yet and they could not tell me when it would arrive.
No wonder why people are deciding to shop online with companies such as Amazon. I am fed up of trying to give my custom to our town centres but end up disappointed.

Book arrived damaged due to awful packaging, got standardised response just asking me to return. No apologies until I communicated my frustration again. Full of excuses; they don't fulfil all orders directly, packaging isn't in their control, all emails get standard responses. I simply don't care. I don't mind errors, but when they post books for a living and can't work out something will get damaged if you book it loose in a huge box, I give up.

I pre ordered a book but now it will arrive whilst I'm away. Waterstones customer care have been very helpful and quick to reply. My order has been cancelled and I've sent it to my daughter. Very good customer care!

Quick, efficient and kind!

Georgina from Customer Support was extremely kind and helpful.
She immediately fixed the issue I was facing and helped me to understand where I didn’t.
She’s an asset and a pleasure to speak to today.

Thank you so much for all of your help today, it’s really appreciated!!!

Excellent customer service after purchase.

Alyssa quickly sorted out an issue I had with an old card, was very professional, helpful and couteous.

Godalming branch. Last Saturday in August. Afternoon. Miserable, dulled, sulky staff. No smile. No hello. Queued and got a puzzled look as if I was intruding. Then told me that the sale purchase couldn't be refunded. No joy... Utter buzz kill. Two characters straight out of central casting for sullen shop assistants. I imagine the PR response will be "can you tell me more so we can help sort this out" etc. Well, as I imagine your staff would say "Can't be bothered".
"Man with frowning face should not open shop" - Chinese proverb

Lisa was very helpful with my enquiry when I got a mix up about a publishing date, and was able to cancel my order and point me in the right direction for the book I needed to re order! Thank you Lisa!

I never have an issue when talking to Waterstones' customer service, the lovely Lorraine has helped me with a misprint in one of my books and was very kind and quick in replying. Thank you so much Lorraine!

I recently had an issue with an online order - this was due to publisher error and no fault of Waterstones but Hayley was so helpful and made sure that I was kept updated throughout.

Whilst in my local Waterstones I bought a ten pound game called worlds smallest Catan . When I returned home I unboxed it only to find pieces missing and the pieces that were there would simply not connect. This purchase has lead me to believe that I should not buy games from there in the future.

The following afternoon I returned to the same Waterstones to return the terrible product but the employee told me that I could not return the product unless it was in the packaging but how was I supposed to know it was so impractical? Just by looking at the packaging?
The same employee then told me that it was simply meant to be an ornament.
The product was not capable of any such purpose nor did it say this on the packaging.

I am very disappointed that Waterstones was selling this product as they are usually of high standards but after this I will not be buying from Waterstones again.

Lorraine was very helpful and kind and kept helping me link my accounts until it was fully completed.

Wonderful Customer Service from Alyssa to resolve my delayed books issue. Excellent customer service and engagement is very rare these days. Keep doing what you are doing Waterstones, what a great company

Used waterstones for many years never had a single bad experience, the services are easy to use online and in store the staff are always more than helpful. Customer services help is fast, understanding and incredibly helpful.

I wish other companies customer service was as good as Waterstones. I needed to change some information on my order and I spoke to Alyssa. Everything was explained as to what I needed to do and nothing was too much to sort. Alyssa was so personable and incredibly helpful; a credit to Waterstones indeed!

Couldn’t have asked for a better experience with the customer service. Adam was so helpful with my request sorted it working 24 hours. Polite and couldn’t be more help. Thank you again

Leanne at customer support team was very helpful and quickly resolved the issue.

I was in the Bangor NI store this evening and the staff member went out of their way to help me find a book!! They’re always super friendly!

Great customer service from Adam, thank you :)