Waterstones Avaliações 5.178

I had a question on the balance of a gift card. Lisa dealt with my question quickly and efficiently providing a copy of a missing receipt.

My order had an issue during the shipping and delivery process and Waterstones went so far and above my expectations when I reached out to customer service. They are phenomenal.

Amazing customer service. I have a problem with a book I ordered being out of stock. I contacted them via their website and got a response from Steve. He was very helping and even contacted the author of the book. It was all sorted in less than 24 hrs. I just wish other companies could be as nice and supportive as Waterstones.

Great customer support team. Inspiring venues that encourage everyone to read

I telephoned Waterstones' Wolverhampton shop this morning to enquire about the in-store availability of an item. The sales associate told me there was no stock available and in then realising no sale was therefore going to be made presumably, the sales associate promptly hung up on me mid sentence.

Felt very rude. I was made to feel like a nuisance and unworthy of speaking to rather than a valued customer.

I was dealt with in a relegated manner and made to feel small by Waterstones' dismissiveness. I came away deeply upset.

My belief in Waterstones is now so low I have no confidence in their willingness to provide appropriate redress for the disrespectful unprofessionalism I was dealt.

Instead all I expect is their recycled and regurgitated answer to every other person's negative review here. Near enough word for word, it'll read:

"Hello,
Thank you for your feedback, I am sorry to hear of the experience you have had with our team in Wolverhampton, this certainly falls far below the standard of customer care that we strive for.
We do expect our staff to treat all customers in a courteous and polite manner so I'm sorry that this was not your experience on your recent visit.
I have raised this with the store manager and they are currently investigating this further. They will be discussing this complaint with their staff members to prevent it from happening again.
Thank you for bringing this to our attention, it is only with feedback from our customers that we can address instances when our standards of service are not being maintained.
Have a lovely day,
Waterstones Customer Support"

Waterstones will post that empty response for appearances sake and I, the mistreated customer, will be left with no tangible redress for my experience.

E-mailed yesterday (Thurs about 24/04/2026) about a certain publication and they responded the next day. It is nice to go directly to the publishers of the book but I got into trouble when they did not inform me that the book was out of print and they are printing a new one. To prevent the sad experience from happening again, I called Waterstones (because I am ordering in bulk). The price is still the same and these people will tell you if the book is available or out of print.

Lisa has been excellent is assiting me and resolving my issue is no time

Extremely kind customer service, Adam has resolved my issue (a wrong edition had been shipped to me due to sharing the ISBN/barcode with an older edition) within 20 minutes. Not the first time their customer service quickly resolves an issue for me. Highly recommend.
Thanks again!

Great customer service. Excellent, professional and expedited results for my problem. Thank you to HayleyV for her all her help. She is a credit to Waterstones.

Great company with a decent loyalty scheme. The staff are wonderful and knowledgeable in store and you get free delivery over £25 when ordering online, which is a nice touch. I’ve been using them for years and have never been disappointed.

Lisa from customer service was very helpful :) thanks!

I ordered a book online and the delivery was delayed. I contacted customer services who were super helpful and chased the order up for me, and sent a lovely message as a follow up, thank you.

I needed to contact customer support regarding whether it was possible to move Plus card stamps from one card to another following a bereavement. Lisa responded quickly, professionally and sorted the cards out.

Great customer service from Lisa, email query answered within 24 hours as promised, couldn’t have asked for a better experience

Barry was really helpful sorting out a refund for me. It was actually my error but he found a way to help me and was super quick about it too. An excellent customer service experience - rare these days.

Lovely experience. Staff always super helpful and very polite. Warm welcome everytime in the store highly recommend

I had an issue with a book that I ordered but after I emailed them, Lorraine assisted me with the issue and tried to send me a copy of the book that I purchased. Absolutely amazing service. Perfect 👌💎💎💎💎💎💥💥💥💥💥🌟🌟🌟🌟🌟🙏

Prompt, polite and friendly support from Lorraine at Waterstones Customer Service after receiving a book with water damage. Amazing customer service, was impressed.

I had an issue with a gift that I had purchased online for my daughter. I returned it and I received excellent customer service from a lovely man called Barry. He rectified my issue and got the item dispatched with no bother. Highly recommend :-)

Georgina kindly and speedily fixed the errors I had made on ordering very efficiently after I contacted the customer service team through the website. Really appreciated her help and books subsequently arrived in a timely manner.