Waterstones Reviews 

I made a query on my Waterstones Plus card and Lisa replied within a couple of days and was able to address my concerns in a friendly and helpful manner. Great customer service.

Hayley at CS was quick and efficient with following up what looked liked a failed delivery of an on-line book purchase. It transpired that the book in fact was 'stuck' with Royal Mail for several days ( despite first class postage). The book was promptly delivered 12 hours within Hayley's tracing. So lovely to talk to real person who assured me that she would stay with the matter until resolved. Eat your heart out AI.

Excellent customer service!

Lisa was very polite, to the point, she also provided great advisory!
Thank you!

I've been a Waterstones Customer since childhood and have always been impressed with the shop itself and the customer service instore. I recently had a problem registering my loyalty card against my online account, and Lisa in the online customer services team very helpfully resolved this super quickly.

Alyssa was really, really helpful. I was kind of panicking because I ordered this book and there was an issue with the card abd the bank said it wasn’t on their end going through and I have been really looking forward to getting the limited edition of Land by Maggie Farrell and entering the competition. I know it is silly but I do get really excited about new books from my favourite authors coming out. But as I happened to be in Ireland and not at home in UK, I was having an issue with payment. She sorted it out straight away, sounded really kind and friendly AND she was in on a bank holiday! It was so quick and handy, I hope she has a lovely rest of her day and thank you very much!

Great service, very responsive, easy email exchange.

They're of course excellent retail wise. But I do appreciate their online store too.

The selection of books they have, particularly special editions, signed books, pre-releases, all are easy to find and order.

Dispatch and comms are great, no complaints. I've pre-ordered a few times and always received on the date promised without fail. I've not had any issues, so never needed to contact customer service for help.

Thank you for the prompt response and for addressing my query so quickly. I really appreciate your swift assistance with this matter

I called ahead of delivery to ask if my order be securely packed to avoid any damage in the post. The polite lady at customer services said she'd make sure my order arrives undamaged, it did .

Thank you for everything ! (10/10)

I had an issue with an item I had delivered. What an absolute treasure Lisa is on the customer service team. I contacted them and within 12 hours it was all resolved and a replacement issued. Amazing communication and attentiveness as well as a really helpful and friendly attitude to assisting me. I will remain a loyal customer to Waterstones and recommend them highly

Ordering from France, I had an issue with my order tracking number. My email request got a very quick and nice reply and I've been provided with the right tracking link. Thanks to Lisa :)

Alyssa at customer support dealt very promptly with my query re my app and account.

Easy to deal with.

Delighted.

I’m impressed at how helpful Lisa and Peter were when I asked a question about stocking my recently published poetry book (bilingual) . Lisa quickly passed my query to the relevant department and then Peter got back to me straight away with a helpful answer. Many thanks to them. This is so refreshing to find a big company taking such care to help a new author.

Made a mistake on an order and bought 2 copies of the same book. I called up, got answered instantly. They were helpful, polite and resolved the issue quickly and efficiently. Great customer experience.

Lisa from the customer services team was absolutely brilliant! I was really unhappy with a situation, where books I had returned for an exchange had not been received and the books I wanted were now out of stock, but Lisa turned that around completely. Not only did she constantly keep me updated through the day, she also made the outcome much better than I could have hoped for. It was just yesterday afternoon that she hunted down the books, arranged delivery, and early this morning I have received them! Very friendly and warm to talk to as well, polite, extremely helpful, understanding, prompt with resolving my issue, what else can I say. 10/10 service. Thank you Lisa x

Because of a publishing error my book had pages falling out, it was a special edition. Waterstones customer service (Alyssa) was very nice and accommodating, considering I did not have proof of purchase. Responses were quick and my problem was sorted within a few days, picked up a replacement book and the lovely manager (Cat) let me know that I could bring the book in immediately if something similar happens again. Amazing experience.

Fantastic customer service and so reliable with orders AND pre-orders.
I've used Waterstones regularly for years, probably decades and place a regular monthly mail order alongside often pre-ordering favourites.
Always arrive safely packaged, very quickly and never had a problem at all - far from it.
Recently somehow failed to pre-order a book that I thought I had, so rang the helpline to check. Nope, hadn't ordered it. A wonderful helpful lady called Lisa instantly placed an order, adjusted the price to honour the initial price I thought it was when it was first advertised as coming out AND waived the postage cost, really valuing the fact I was a regular. Plus sent it straight away first class so arrived within 1 day for the bank holiday weekend.
I buy a lot of books online and Waterstones is definitely the best in my experience.

I had an issue with a payment for a pre-ordered book which had now come in stock. The response to my query was handled expertly and promptly by Alyssa who kept me informed throughout and sorted the issue. Excellent customer service which was much appreciated

Hayley V has been amazing chasing up a delayed order and always keeping me in the loop on any further issues or delays! Thank you again Hayley for all your help!