Love visiting a Waterstones. Last visit I bought a signed copy that turned out to be missing the signature - didn’t realise this until I got home. Contacted customer service and they shipped a new s... See more
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Review summary
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Lisa was very helpful and quick to respond to my original query, and then gave some additional information which I found really useful. Great Customer Service!! This is one reason why Waterstones is t... See more
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... See more
Company replied
Great customer service for cancelling an order that was taking to long to arrive before we were moving house and were even given a link for where the book was in stock. Cecilia was very helpful an... See more
Company details
About Waterstones
Written by the company
Waterstones' mission is to be the leading Bookseller on the High Street and online providing customers the widest choice, great value and expert advice from a team passionate about Bookselling; uniting readers with the perfect books and bringing them together with authors through our events programme.
Browse millions of books online - Fiction, Non-Fiction, Children's, Textbooks and Audiobooks. Discover our range of Signed & Exclusive editions, Gifts and Games. Sign up for our Waterstones Plus card to earn and redeem as you spend in our shops, cafes and online. Free UK delivery to store and on orders of £25 or more.
Contact info
United Kingdom
- www.waterstones.com
4.6
Excellent
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 61% of negative reviews
Typically replies within 2 weeks
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Lovely staff and excellent customer service
Always a pleasure to shop at Waterstones, either in the book store part or the coffee shop in Maidstone. Best coffee in Maidstone and all of the staff in this store are so lovely, always help to help with recommending books or generally just being nice people! If would say the coffee shop staff and book shop staff definitely contribute to people visiting the store and as my bank balance will testify buying books I don’t really need! 😀
I had to contact customer service this week and Lorraine was so helpful- solved my query politely an quickly- thank you!
May 22, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that both our shop and our online support have been able to provide you with such positive experiences.
I will be sure to share your kind words with Lorraine and our Maidstone team.
Have a lovely day,
Waterstones Customer Support
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Fabulous selection of children’s books…
Fabulous selection of children’s books for any age. Lisa went out of her way to assist with online order that didn’t want to go through. Many thanks, a very happy customer 😁
May 20, 2026
Unprompted review
Reply from Waterstones
Hello Sue,
Thank you for your feedback, I am glad to hear that Lisa could help you with placing your order.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Really speedy response to my request…
Really speedy response to my request for exchanging a damaged book. Process for exchanging was simple and easy.
May 21, 2026
Unprompted review
Reply from Waterstones
Hello Catherine,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Waterstones customer service is great
Waterstones customer service is great!
You can easily and quickly speak to someone on the phone!
Lisa was extremely polite and helpful and sorted out my issue straight away and also followed up with an email.
Really impressed!
May 20, 2026
Unprompted review
Reply from Waterstones
Hello Laura,
Thank you for your feedback, I am glad to hear that Lisa was polite and helpful and could resolve your query straight away.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Danielle Dream ......
Danielle is absolutely delightful to chat with and extremely knowledgeable regards customer queries relating to Waterstones UK
She is also warm & customer focused plus approachable and friendly - This is difficult to manage over a chat stream but I have thoroughly enjoyed chatting with Danielle this afternoon - she is funny eloquent and loves language ...............
Magickal woman .....
May 19, 2026
Unprompted review
Reply from Waterstones
Hello Harrie,
Thank you for your feedback, it is wonderful to hear that Danielle was so knowledgeable and friendly with you on our webchat.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
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Impressive customer service
When I had a couple of questions about gift and plus cards, I contacted customer service through the website. This was an easy process, and the response was both quick and helpful - pretty rare qualities in the world of customer service, these days!
May 19, 2026
Unprompted review
Reply from Waterstones
Hello Peter,
Thank you for your feedback, I am glad to hear that our team could be so helpful for you with your plus card and gift card queries.
Have a lovely day,
Waterstones Customer Support
Great Customer Support
Really fantastic service from Adam at Waterstones Customer Support! Very patient and helpful and couldn’t recommend him more. Thank you for your efficiency.
May 19, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am happy to hear that Adam was patient and helpful while responding your your query.
I will be sure to share your kind words with him.
Have a lovely day,
Waterstones Customer Support
Lorraine has been exceptional in helping with my query
Lorraine has been exceptional in helping with my query. This has been the best customer service I have received in a very long time so well done Waterstones and specially Lorraine
May 19, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Lorraine could provide you with such a positive experience when contacting us.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Very easy and quick communication…
Very easy and quick communication problem fixed immediately
May 19, 2026
Unprompted review
Reply from Waterstones
Hello Charlie,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
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Alyssa from Waterstones customer…
Alyssa from Waterstones customer service was so helpful when I couldn’t find my order number from my online Waterstones order. She was so friendly, patient and kind, didn’t make me feel silly for not knowing or remembering what I ordered! It made such a positive impact, I am usually made silly for making mistakes. Thank you so much Alyssa.
May 18, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Alyssa was so helpful and patient with finding your order number for you.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Very helpful
I spoke to Lisa regarding 2 of my orders arriving damaged.
Lisa was very understanding, helpful and quickly resolved the problem for me.
May 18, 2026
Unprompted review
Reply from Waterstones
Hello Talisa,
Thank you for your feedback, I am glad to hear that Lisa could help you so quickly with your damaged order.
Have a lovely day,
Waterstones Customer Support
Outstanding Service
I made the mistake of pre ordering the same book on two different days. Once I realised I contacted Waterstones who said that the books had been posted and that when they arrived I could send one back, they sent me a link to a very helpful website which was easy to use and allowed me to print a return label.
Quick visit to the local Post Office (they even offered to collect) and job done, and it didn't cost me a penny even though it was my fault.
Absolutely outstanding service.
Well done Waterstones, you'll be my first choice in furure.
May 18, 2026
Unprompted review
Reply from Waterstones
Hello David,
Thank you for your feedback, I am so glad that our returns system was so helpful for you and that our team could resolve your duplicate order.
Have a lovely day,
Waterstones Customer Support
Contacting Waterstones Support
I had made a mistake with an order and ordered a product twice and Lisa at Waterstones Customer Support was able to deal with this very promptly and efficiently and I had a refund in the pipeline within half an hour plus a confirmation email that the problem had been dealt with. Very good support from Waterstones Customer Support Team.
May 18, 2026
Unprompted review
Reply from Waterstones
Hello Zoe,
Thank you for your feedback, I am glad to hear that Lisa could help you with your duplicate purchase so quickly.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
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Reply from Waterstones
Hello Natasha,
Thank you for your feedback.
I will be sure to share your kind words with Lisa.
Have a lovely day,
Waterstones Customer Support
Superb customer support
Superb support from Lorraine with my Waterstones plus card!
May 15, 2026
Unprompted review
Reply from Waterstones
Hello Claire,
Thank you for your feedback, I am glad to hear that Lorraine was so supportive while helping you.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Alyssa to the rescue!
After a tracking mixup, I was anxiously awaiting my book and Alyssa was so gracious in helping me find my shipment and kept in touch until it arrived. She made this book lover feel supported! Thank you Alyssa!
May 13, 2026
Unprompted review
Reply from Waterstones
Hello Tara,
Thank you for your feedback, I am glad to hear that Alyssa not only found your tracking but stayed in contact with you until you had received your order.
Have a lovely day,
Waterstones Customer Support
Excellent customer service from Alyssa
Excellent customer service from Alyssa
May 15, 2026
Unprompted review
Reply from Waterstones
Hello Iseabal,
Thank you for your feedback, I am glad to hear that Alyssa gave you such a great experience.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
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Communication was great
Communication was great, really helpful and polite. Very friendly!
May 15, 2026
Unprompted review
Reply from Waterstones
Hello Jessica,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Excellent customer service by Alyssa
Excellent customer service by Alyssa.
I contacted to ask for help with a refund and Alyssa was extremely helpful- responded immediately and provided step by step instructions. Refunded immediately also. Fantastic service - thank you!
May 15, 2026
Unprompted review
Reply from Waterstones
Hello Helen,
Thank you for your feedback, I am glad to hear that Alyssa could help you so quickly with your refund.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Hayley V was helpful
Hayley V was helpful, professional and a pleasure to speak with. She’s a credit to Waterstones.
May 15, 2026
Unprompted review
Reply from Waterstones
Hello Barry,
Thank you for your feedback, I am glad to hear that Hayley V was so professional and helpful while helping you.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
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