Waterstones Reviews 

I can't fault any Waterstones branch that I've visited.
Every time I visit, the staff are super helpful and have no issues with book enquiries and recommendations.
Online ordering is a breeze and the books arrive very quickly in pristine condition.
Their loyalty scheme is great and very easy to get stamps for if you're an avid bookworm.

I received excellent customer service from Georgina. She was friendly and efficient, and she sorted my order out quickly. I really appreciate the professionalism and support. Very happy to recommend shopping at Waterstones.

My online order arrived damaged - completely understand that this can happen. Lisa from CS responded very quickly and resolved my issue straightaway.
Thank you so much!!

I order an e card and entered the wrong email address. I hadn't realised until the day it was due to be sent. Lorraine in customer service corrected my error with no discussion or questions and the correct email to my nephew the next day. Excellent customer service. Well done.

I spoke to Lisa from customer service who was so kind and went above and beyond when sorting my order issue!! Thank you so much!! Cannot recommend enough xx

I had a parcel get lost at a mailing center, & Waterstone’s support (Lisa) was incredibly helpful and efficient in resolving this and finding replacements! Even with one of the books being an exclusive that went out of stock quite quickly.

Credit where it’s due: Waterstones package their books for despatch well, and when you place an order, it arrives quickly and in excellent condition. On presentation and logistics, there is rarely an issue.

But then comes the part that makes you wince - the price tag. For the UK’s biggest bookseller, with one of the strongest buying powers in the market, Waterstones remain eye‑wateringly expensive. You can almost always find the same book cheaper elsewhere without even trying. The only thing that sets them apart from the competition is the signed editions they sell.

Still, I tried to support them. I reached out with a simple question about an upcoming release and their postage thresholds. Nothing complicated. Nothing demanding. Just a basic courteous customer enquiry.

Silence.

I chased.

More silence.

If you’re going to maintain a social media presence and encourage customer engagement, the bare minimum is to actually respond. Ignoring customers isn’t a strategy - it’s an exit plan.

I’d love to support Waterstones, but if they can’t manage the courtesy of a reply, I’ll take my custom somewhere that can. My last purchase will likely be my last as I cannot abide non existent customer service.

Amazing customer service! Lost parcel and helped me straight away resolve it!

I'd had problems placing an online order. My phone call was answered straightaway and I received friendly, helpful advice from Lisa and my problems were solved.
Thank you!

I placed an online order and after a week, called to check in and see if my delivery could be shipped quicker. Lisa helped me and made all necessary arrangements so that I could have a quick delivery of the stock. She split the orders so that they could be shipped from different suppliers. This was extremely helpful. thank you Lisa!

I don't normally complain or post about bad retail experiences but yesterday left me very dissapointed.
Visited Waterstones at Byres Road, Glasgow, to collect a book I had reserved.
When approaching the counter, it took the staff member several minutes to even make eye contact with me. There were no other customers.
When trying to show her my confirmation email, she ignored it and acted uninterested, making me repeat myself 3 times as to what I was collecting.
When she finally got the copy of the book I had reserved, she didn't let me see it. Just abruptly asked if I wanted a bag, continuing not to make eye contact. Not so much as a smile.
The interaction made me feel so uncomfortable and awkward, I didn't get my points card scanned as she didn't ask for it and I didn't want to inconvience her further. The sooner I got out the shop the better.
There was no thank you for my purchase or pleasant goodbye.
After leaving, I thought I would add my points to my plus account via my receipt, but no receipt in bag. So lost out on that too.
I'm very disappointed. I much prefer to buy my books in person at Waterstones and love the shopping experience and their events, but I will definetly not be returning to Waterstones at Byres Road.

Siena and Jack at Cardinal Place branch went out of their way to help me -collecting a book from Hatchards and bringing it to Victoria for me as I passed through London for 24 hours -this was exceptional service -thank you .

One of my pre-orders hadn't come through yet (I hadn't been charged either) but it was past it's due date. I contacted customer service. Lisa found out the new updated release date very quickly for me. Very friendly, and very helpful.
Thank you.

Was once my favourite Seller (for anime figurines), 😔 but now, no longer ☹️; as they’ve stopt selling them for over half-a-year (such as Bakugo & Loid)! 😭

Thank you to all the staff at the cafe at Waterstones in Norwich.

Your care and attention shown to all of your customers are exemplary. The cafe is a real oasis of calm in the hustle and bustle of the city.

I love this place, I go every weekend and get myself a new book. Always a good read and all up to date stuff :)

Thanks again to Holly V at head office and the manager at the Hastings store of sorting everything out.

I lost a gift card and informed Waterstones, I provided as much information as I could. Lorraine from there sorted everything out for me and was so helpful.great customer service.
I received a new gift card. Brilliant

I spoke to 2 people today, Lisa and Danielle. Both of them were so helpful and real, what a pleasure.
Recommend they both get a pay rise

Had to ring customer service with a expiry date query for vouchers, Alyssa was great, polite, helpful and got back to me within the hour. Thank you Alyssa