I had an issue with a book that had not arrived. After contacting customer service at Blackwells, and speaking with Arwa, all was sorted promptly. I received the book within the next few days. Thank... See more
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What people talk about most
Reviews shaping this summary
Dispatch was a little slower than I expected, but response to my email inquiry was prompt. I was assured all was well - and it was! My book arrived here in Australia in about 12 days. The tracking... See more
Company replied
Blackwell's is my go-to for ordering books online. I order books from Blackwell's for delivery to both the Spain and the US. Their prices are very competitive, their selection is vast, and there... See more
Company replied
I bought a book from Blackwells, unfortunately Evri were tasked with delivery. They failed, claiming 'delivery completed' with a 'fake' photo of a random door, not our door! I contacted Evri but no jo... See more
Company replied
Company details
Written by the company
Blackwell’s was founded on New Year’s Day 1879, at 50 Broad Street, Oxford. From humble beginnings the company has built a worldwide reputation for unrivalled customer service, specialist knowledge and a passion for bookselling. Our mission is to become the world’s most trusted bookseller and to change lives through reading and books. We have shops across the UK, including flagships in Oxford, Cambridge, London and Edinburgh, alongside academic, campus and other specialist shops.
Contact info
United Kingdom
- bookshop.blackwell.co.uk
4.4
Excellent
35K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 89% of negative reviews
Typically replies within 1 month
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Awful
Ordered a book on 4th December as a Christmas present, expected to be sent within 7 days, so plenty of time, or so I thought. After 2 weeks, I'd heard nothing, so I had to contact them, and got fobbed off twice last week, saying it would "hopefully" be coming in time. Still nothing, and too late now for a Christmas present. I've had to order elsewhere coming in January.
December 22, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear John Reece,
Thank you for sharing your review for Blackwell’s, we appreciate your time in providing feedback on your ordering experience.
Please accept our sincere apologies for the delay in your order dispatching, which lead regretfully to cancellation with us on this occasion. Although we will always aim to dispatch items within the usually dispatched within timescale provided at the time of ordering, we apologise that it was not possible for your order and for the inconvenience caused due to this.
If our Customer Service team can be of assistance further in relation to your review, please do not hesitate to contact us again.
With best wishes,
Blackwell’s Online Customer Service
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Ordered book on 18th December
Ordered book on 18th December. Website said this would be fine for Christmas delivery. 4 days later and this has not even been dispatched yet. Very unconcerned customer service said it would be dispatched "within next few working days". So not on time for Christmas. So annoyed at myself as I could have just ordered from Amazon and it would have arrived on time but now it is too late. Would never use again.
December 18, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Jess,
Thank you for writing your review for Blackwell’s. We are sorry to hear you are disappointed with the level of service received on this occasion.
Each book on our website has a usually dispatched within timescale, as well as the usual delivery of 2-4 working days from dispatch, due to fulfilling our orders from a range of stock locations which require to travel in transit to our Distribution Centre. This method allows us to offer the 18+ million titles we showcase across our website as available to purchase. Due to this dispatch timescale, we produced our recommended ordering before Christmas dates, which was on our website here: https://blackwells.zendesk.com/hc/en-gb/articles/6509863916060-Christmas-delivery-2025-Last-ordering-dates which were latest dates we would recommend to order by for an item to arrive in time for Christmas, although stated to place your order as soon as possible to avoid any possible disappointment. The 18th was the last day we recommended but only for books that were showing to be usually dispatched within one working day, as these items were already at our Distribution Centre and if any other books were ordered, they would not arrive within time to gift unfortunately.
Should you wish to return the item received to receive a refund, please do not hesitate to email us on blackwell.online@blackwell.co.uk with the subject message ‘TP Review – Jess’ and we can support with providing information on returning an item to us to receive your refund. If we can be of support, we look forward to hearing from you.
With best wishes,
Blackwell’s Online Customer Service
50$ for a Bashed up book, poorly packed
I placed an order of a special edition hardcover book from Blackwells as a Christmas gift. It took quite a while to get here (ordered on the 25 of November, received the 19th of December) but I was pleased it got here before Christmas. Sadly they did not pack the book appropriately for international shipping- it was packed only in a flimsy clear plastic bag. The jacket of the book is bent and wrinkled, all the edges of the hardcover are crushed and bending inwards. It looks as if someone threw it down a flight of concrete stairs… several times. I paid 50$ for the anniversary edition, and feel that I should have received what I paid for in good condition. This could have easily been avoided by packing the book in bubble wrap or within a box, and now I have no alternative arrangements to make before Christmas. Really disappointed.
December 19, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear TZ,
Thank you for reviewing your ordering experience with Blackwell’s. We are very sorry to hear of your experience on this occasion and apologise for the condition your book arrived in. If an item has arrived contained in only a plastic bag, unfortunately it means that the packaging was damaged in transit and replaced by the postal services to arrive in this way by USPS, which would also explain the regretful condition your book arrived in. All our parcels are dispatched within cardboard wrap around parcels or padded envelopes, to ensure items arrive safely. We do not post items within plastic bags and wish to assure parcels being damaged in transit and arriving in such a manner is an incredibly rare occurrence. We apologise for this happening and for the disappointment this will have caused, especially as you required it as a Christmas gift to give.
As we have resolved this matter directly with you, if we can be of any further support in any way, please do not hesitate to contact us again and we will happily assist.
With best wishes,
Blackwell’s Online Customer Service
Blackwells (now Waterstones) refuse to fully refund your damaged items. Beware
My new book costing £40+ was bought as a gift. It was damaged with creasing to the cover and page edges. I informed Blackwells, who without consulting me said it was only "minor damage" that doesn't affect the reading, so only 30% refund is provided. No opportunity to return for a refund as is my statutory right - only if I pay for return postage.
If not resolved, I will be submitting a complaint to the appropriate authorities. Blackwells has gone downhill now it is owned by Waterstones, as has Foyles. All the books come from the same supplier who damage books.
December 19, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear SG,
Thank you for writing your review for Blackwell's and for providing feedback on your order placed with us. We appreciate all customers taking the time to review and thank you for sharing your experience.
We apologise for the upset and inconvenience caused in your book arriving damaged in transit on this occasion, we would never wish for a customer to receive a book that has been damaged and can understand the disappointment caused in one arriving this way.
As we have resolved this matter directly with you, if we can be of further support in any way, please do not hesitate to contact us again and we will happily be of assistance.
With best wishes,
Blackwell’s Online Customer Service
Exceptional Customer Service
The prompt and friendly customer service provided by Heba fully resolved a mistake I made on my end. I appreciate the understanding and the accommodation made and the overall professionalism speaks to her as a great ambassador for Blackwells. I will certainly make a point to order again.
December 16, 2025
Unprompted review
Reply from Blackwells.co.uk
Hi Brunella,
Thank you for sharing your 5 star review for Blackwell's. It is lovely to hear that you felt supported by a member of our Customer Service team when requiring assistance with your order. We are delighted that due to this, you would place future orders with us.
We hope to be of service again soon, thank you for shopping with Blackwell's.
With best wishes,
Blackwell's Online Customer Service
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Customer service fobbed me off with a 'hopefully'
I ordered a book for a christmas present for my grandson. I ordered it on 10 December. By 19 December it still said the order was being processed. I contacted them via chat. I was told that 'hopefully it will be sent in the next 24 hours' and 'hopefully I would get it in time for Christmas'. It wasn't - is still 'being processed'. How can this be good service!! I cancelled the order and ordered the book elsewhere. Blackwell's you should be ashamed of yourselves for such poor service and for fobbing off customers with 'hopefully'. There are other bookshops. I would advise people to use them. I will not be using Blackwells again.
December 19, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Hazel,
Thank you for writing your review for Blackwell’s, we appreciate you taking the time to provide feedback on your experience. Please accept our sincere apologies for your order being delayed in dispatching which lead to cancelling with us on this occasion.
We offer 18+ million titles available to purchase across our website and to be able to supply this, we fulfil our orders from a range of locations which require to travel in transit to our Distribution Centre, before being dispatched straight out to the customer. This period is advised on the book page at the time of ordering, with books showing to usually dispatch within a set timescale and can be found under the add to basket button, at checkout and in the confirmation email. We apologise that your order experienced a delay in arriving in to our Distribution Centre beyond this usual period, especially as it was required as a gift for your grandson. We always aim to dispatch items within the usually dispatched within timescale and apologise that this did not happen with this order.
If our Customer Service team can be of support further in relation to your review, please do not hesitate to contact us again.
With best wishes,
Blackwell’s Online Customer Service
Issue with purchase resolved expertly
I had an issue with a recent purchase which arrived damaged. The matter was dealt with promptly and efficiently by customer service representative Heba Sherif. I am truly grateful for Heba's assistance.
December 17, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Lara C,
Thank you for writing your review for Blackwell's.
It is wonderful to hear that you felt supported by a member of our Customer Service team whilst requiring assistance with your order. This feedback will be shared with the team. We apologise for any disappointment caused in your book arriving with damage and hope you will consider purchasing with us again in the future, so we can continue to showcase the level of customer service we always aim to provide. Thank you for purchasing with Blackwell's.
With best wishes,
Blackwell's Online Customer Service
Fast response from the customer…
Fast response from the customer service's email but the inquiry system on the website is very confusing.
It took 4 weeks from dispatching to my home. The bookstore did nothing wrong but the local post office made mistake.
November 15, 2025
Unprompted review
Reply from Blackwells.co.uk
Hi CHAN,
Thank you for writing your review for Blackwell's. We are sorry to learn you found speaking with our Customer Service team to be a confusing experience but pleased to have assisted swiftly with your query. If our Customer Service team can ever be of assistance in regard to an order or delivery, we are always delighted to assist with support.
We hope you will consider shopping with us again, so we can showcase the level of service we always aim to provide. Thank you for purchasing with Blackwell's.
With best wishes,
Blackwell's Online Customer Service
Ordered book to the US it arrived…
Ordered book to the US it arrived heavily damage and they won't exchange or refund the item
December 16, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Katie Campbell,
Thank you for writing your review for Blackwell’s. We are sorry to learn your order arrived with damage and apologise for the upset this will have caused.
If an item arrives with damage, we advise to notify us within 72 hours of delivery so we can assist with next steps and provide our support, as agreed within our terms and conditions when placing your order with us. If we are regretfully contacted a longer period after this time, we are unable to offer the option of receiving a replacement or refund but customers are welcome to return an item to us to receive a refund as per our returns policy: https://blackwells.zendesk.com/hc/en-gb/articles/360021262940-What-is-Blackwell-s-returns-policy
If we can be of further support, please do not hesitate to contact us.
With best wishes,
Blackwell’s Online Customer Service
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Slow dispatch but good service
Slow dispatch time. Book was eventually sent but never arrived due to Evri. Refund was issued and staff were helpful (although it was difficult to find a telephone number? Never got the book, but at least we got our money back.
December 15, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear John Rea,
Thank you for sharing your review for Blackwell’s, we appreciate you taking the time to provide feedback on your ordering experience. We apologise for the level of service you received on this occasion regarding your delivery and that your book sadly did not arrive safely with you within the usual delivery timescale. Please accept our apologies for the disappointment and inconvenience this will have caused.
Our Customer Service team have resolved this matter directly with you, if we can be of further support in any way, please do not hesitate to email us again.
We apologise for your delivery experience on this occasion and hope you will consider us again in the future, so we can showcase the level of service we always aim to provide.
With best wishes,
Blackwell’s Online Customer Service
The worst online shopping experience…
The worst online shopping experience ever. I ordered a book in August. I didn't receive any confirmation of purchase whatsoever. After two weeks, the bookstore charged my account twice and sent two the same orders. I have been waiting for a refund for the second order since August (4 months already). I still haven't received the funds. Communication with the bookstore is terrible. I do not recommend it. Please order books from other bookstores.
December 13, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear MM,
Thank you for sharing your review for Blackwell’s. We are sorry to hear of your experience on this occasion.
If an order is placed with us successfully at checkout, you will see a screen appear thanking you for placing your order, containing your order number, alongside an automated email sent confirming the placed order. Some email providers can block the automated email, as it is sent from a noreply email, so we would always advise to check spam, junk, other and promotion folders to try to locate the confirmation email. Our Customer Service team are always available to help should you not receive a confirmation email and require support in being informed whether the order is successfully processing and would always advise to do this before placing a second order, to avoid any order duplication. Payment is then always taken at the time of dispatch from our Distribution Centre.
If an item is refused delivery or returned to us, we will issue a refund upon the item being received back at our Distribution Centre. If the order is returned by refusing the delivery, the parcel does not have therefore any tracking information and it can take many months to be received back, especially if it is from an international country. We apologise for the upset caused in not yet receiving a refund from us and we thank you for your ongoing patience in awaiting confirmation.
With best wishes,
Blackwell’s Online Customer Service
Very slow
I order a book a week ago and it’s still not been sent. This is the only thing my son has asked for as a gift. I have contact customer services and it’s like they don’t care as it’s an auto reparative of my question response and they said it “might” get sent at the weekend. I’m sorry might is not good enough!
December 12, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Lynsey Green,
Thank you for writing your review for Blackwell's. We are sorry to learn you are disappointed with the level of service received with your order on this occasion, especially as you felt not supported with your query.
Although we will always aim to dispatch orders within the usually dispatched within timescale advised at the time of ordering, we apologise that an unexpected delay in transit from our stock locations to our Distribution Centre resulted in your order dispatching beyond this usual period. We believe your order dispatch query has now been resolved but if this is not the case, please do not hesitate to contact us again and we can assist with any further queries you may have regarding the status your order. Upon dispatch, delivery is usually 2-4 working days for UK delivery.
If we can be of assistance further in relation to your delivery, please do not hesitate to contact us. We hope your order arrives safely soon and you are pleased with your purchase.
With best wishes,
Blackwell's Online Customer Service
Come on Blackwells you can’t ship a…
Come on Blackwells you can’t ship a collectors book in poor packaging, package looked like it’s been kicked around a football Field. The book is damaged the easier option for you is 35% refund. I now have purchase the book again, but it won’t be from you. I am entitled to a full refund and a return label but accepting your 35% refund will be the quickest way of not having to deal with you.
For limited editions, and collector books you should be offering a paid shipping service and decent packaging I’m sure collectors won’t mind paying for shipping.
December 11, 2025
Unprompted review
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Good service spoiled by EVRI delivery
Prompt acceptance of order and despatch. Decent packing but by using Evri all is compromised - courier did not ring/call and parcel left outside on edge of street on a damp evening.
December 6, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Nick,
Thank you for sharing feedback on your experience of purchasing with Blackwell's. We are sorry to learn your parcel was not delivered safely by Evri on this occasion and apologise for your book being left in an environment where damage may occur. We wish to assure this is not the usual level of service our postal services provide and apologise for this happening with your delivery. Your feedback has been noted and we appreciate you taking the time to provide this.
If we can be of support further in relation to your order, please do not hesitate to contact us. We hope you will consider ordering with us again in the future and should you do so, we look forward to being of service.
With best wishes,
Blackwell's Online Customer Service
Great customer services.
It is easy to say what made my experience great - it was a lady called Heba. She was so kind, helpful and understanding when I had problems with an order. I cannot thank her enough.
December 3, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Dorothy Jane,
Thank you for writing your review for Blackwell's. It is lovely to learn you felt supported by one of our Customer Service advisors and you were pleased with the customer service received when requiring our support. Thank you for purchasing your books with Blackwell's, if we can be of further assistance, please do not hesitate to contact us again.
With best wishes,
Blackwell's Online Customer Service
Late, never sent on time, damaged book. Stupid!
Absolutely took forever to arrive; two different books two different packages both late. Then the second came and it was DAMAGED. I’ve bought second hand books in better condition. Absolutely will never buy from them online again; substandard when the job of sending books in the post quickly and undamaged is all you had to do.
Fail. And your competitors deserved to take ALL YOUR CUSTOMERS.
December 5, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear TL,
Thank you for writing your review for Blackwell's. We are sorry to hear of your experience on this occasion and that you were disappointed with the level of service received.
Each book on our website has a usually dispatched within time period, as well as the usually delivered in 2-4 days delivery for UK or usually 10-15 business days for International. Parcels will arrive individually, as each book has its own usually dispatched within timescale but unless you live in the EU, we offer the option of consolidating the order at checkout that can be selected, so books can arrive together if preferred. If your order took longer to arrive then the usually dispatched within timescale and usually delivered time, we apologise for this occurring and for any inconvenience caused due to this.
You advised that one of your books arrived damaged in transit, we are terribly sorry to learn of this. If you have not yet received support by contacting our Customer Service team, please kindly email us on blackwell.online@blackwell.co.uk with a photo of the book received and we can discuss this further. We ask to please use the subject matter 'Trustpilot Review - TL' so we can assist in relation to your feedback.
If we can be of assistance further regarding your order, we look forward to hearing from you.
With best wishes,
Blackwell's Online Customer Service
Terrible company
Terrible company, inadequate response system. They dont even know their own address?
I asked for a return label for books i ordered and and accidentally ordered the wrong ones so i bought a label through yodel, its been an absolute JOKE trying to communicate with the people that work there, they fob you off, give you the wrong address and then say its our fault. Its been over 3 weeks now the books have been returned and i have had nothing but grief from this company its unreal.
My money is stuck with them and they apparently contacted other companies and theyve confirmed its not arrived? I received tracking to confirm delivery how am i the one whos at a loss here? You gave me the address i sent it and now im getting 10 replies to one message i sent and i sent proof of delivery the tracking everything and still they wont accept its their fault. I would not recomend this company to anyone. Their reply system is a joke you cant even reply to the same email, and you deal with 10 different people at a time!!!!
November 14, 2025
Unprompted review
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Stellar customer service
I emailed customer service about a seemingly delayed shipment. A representative emailed me within 15 minutes of my original inquiry with a response. The mistake was on my end (embarrassing-I had forgotten it was a pre-order and that I wouldn't receive my book until it had been printed in March 2026), but the response was kind and explanatory, ending with the representative stating Blackwell's was only an email away if I had further questions. Of course it offers incredible books and gifts, but I would shop Blackwell's again just for their exemplar customer care.
December 1, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Molly Garriott,
Thank you for sharing your review for Blackwell's. We are delighted that we were able to swiftly support with your order query and that due to the service received, you would place further orders with us in the future.
Thank you for placing your pre-order with us, we hope you enjoy it upon publication in 2026. If we can be of any further assistance in relation to your order, please do not hesitate to contact us again.
With best wishes,
Blackwell's Online Customer Service
Sent by Evri, and of course they lost the order!?
I have used Blackwells online in the past with no problems; I prefer to give them my trade rather than Amazon, I always find what I want at a good price,plus I lived and worked in Oxford for thirty years and know the actual shop well. In the past, orders have been sent via royal mail to where I now live in Scotland. Why, oh why, then did this order go via the ghastly Evri? Of course they lost it; The tracking showed it got within a 12 miles, then stuck for a week with no updates, I feared the worst. I got a full refund and the online chat staff were lovely and helpful, but I did not trust Evri to deliver a replacement copy. One from Amazon came within two days. I am sorry to say, I will not order from Blackwells again, as Evri just cannot be relied on over long distances, whereas the post arrives every day here. What a shame, I feel like a traitor, but I have another lost Evri parcel from a different company that I have just been informed is probably lost as well. Please, please, stop using this dreadful company.
December 1, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Trisha Goodwin,
Thank you for sharing your review for Blackwell's We are sorry to learn your order did not arrive safely with you on this occasion, please accept our sincere apologies for this occurring and for the disappointment and inconvenience caused.
Our parcels are delivered by Royal Mail and Evri, which is why you have previously received your orders via Royal Mail, as they are one of our delivery partners. The route a parcel takes is dependent on a few factors such as location, size, weight etc and we are unable to request a dispatch route in advance. We are saddened to learn that due to this, you may not purchase with us again in the future. We wished to assure that parcels sadly not arriving is a very rare occurrence, with thousands of parcels dispatched weekly to our UK customers. Please accept our apologies for the inconvenience and disappointment caused in this order regretfully being lost in transit.
Thank you for your time in providing your feedback and for your past custom. If we can be of further assistance in any way, please do not hesitate to contact us.
With best wishes,
Blackwell's Online Customer Service
Good service
I had a query regarding a book I wanted to order. It was easy to use the online chat and I was able to get an answer quickly and feel more confident about my order.
The book and delivery was good and as expected.
November 27, 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Patricia Roberts,
Thank you for reviewing your experience of ordering with Blackwell's. We are very pleased to hear you used our chat feature to speak with our Customer Service team and that we were able to assist with your query before placing your order with us. Thank you for shopping with Blackwell's, we hope you will consider us again for your next book purchases.
With best wishes,
Blackwell's Online Customer Service
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