Waterstones Avaliações 5.178

I always have find the costumer service of Waterstones excellent, quick to reply and kind.

They are always extremely helpful and don’t mind to explain every option to you to see how they can help you best

Had an issue with my Plus card and Georgina was really helpful and got it sorted very quickly

I had to contact the company due to a difficulty regarding payment collection.
My initial query was acknowledged and would be actioned on the next working day. I received a message to say the issue was being investigated on 26th Jan. Within an hour, they confirmed the relevant detail had been corrected and the due payment now collected.
All resolved within 1 hour.
Great customer service!

I was looking for guidance on how to use book tokens online whilst ordering books from Waterstones.
Spoke to Lisa who gave me excellent and clear instructions on the process. My books are now on the way! Great selection of books and great service. What more can you ask for?

I notified about a book that had not arrived and a replacement was immediately offered to me. Very good customer service from Lisa!

I received an empty parcel (not Waterstones doing). Contacted the support team and spoke with Lisa.
The issue was solved quickly and completely satisfactory.
Thank you Lisa!

Great service at Waterstones in Lakeside Essex and my ancient loyal card was updated. I'm looking forward to having more time to roam stores for books to read. Also, the store was tidy and clean, well done guys!

Shopping at Waterstones online then discovering my book was out of stock was disappointing at first
Then after contacting Waterstones customer support it became a very positive experience Georgina.@Waterstones customer support swiftly responded to me kindly The support that I was given.by Georgina was in my experience exceptional
Georgina went of their way to assist me with freely.given time patience understanding Georgina went out of their way to reassure me qas very reassuring & support Georhina resolve the issue speedily eff ecciently & miraculously the book was soursed for me Georginas amazing help went above & beyond the normal customer support I was unhappy my book was out of stock initially.
However Georgina restored my faith in online shopping & purchasing online from Watersones as Georgina is an exceptionally great representative of Waterstones and with.the.suport I received this showed that Waterstones realky do.care about their customers. Georgina was so very knowledgeable understoid my query immediately Georgina was very empathetic respectful courteous and very kind whilst being so polite helpful and was very professional at all times The store staff too are very amicable helpful.knowledgeable approachable & always very helpful Shopping & browsing and purchasing books & a variety of items @ Waterstones is always a great experience
The ambiance in their shop in Livetpool 1 is excellent The large store is very busy yet a.relaxing experience The books are well stocked always up-to-date interesting varied reqder choices . Other interesting items are available too great for gifting The greetings and occasion cards are amazing & excellent variety.unique × high quality I am a very happy grestful customer & also delighted to highly recommend shopping at Waterstones ,online & in store Waterstones are above & beyond everyother booksellers in my experience & online & in store shopping is always a very reassuring positive.experience plus you can rely in theur consistently reliable outstanding customer support As I found with with Watersones customer soppert staff Georgina .

I ordered three books and a bookmark for my husband intended for Christmas gifts, but unfortunately the postie had left the parcel outside and they were only in paper packaging. I contacted Waterstones customer services to ask how I go about getting replacements, as I wasn't sure if I could take them back via a store, or if I had to make a claim via Royal Mail or something. They got back to me immediately with the knowledge that water damage to books can actually cause dangerous mould spores to grow, and I was to dispose of them immediately and they would send a replacement order first class. I clarified that it was only 2 out 3 books that got wet (not even that badly, but they had curled enough that they were inappropriate to gift), and the bookmark was completely fine, but they insisted that out of goodwill they wanted to send the whole order again. I had no idea that water was so bad for books, and I'm so grateful for the speed and kindness in which this was dealt with! I can't remember the guy's name who I spoke with, but hopefully you can trace him via my order number and pass on the praise :) Thank you!

After Christmas I had an old gander of the Waterstones website. To my amazement their anime figurines were on sale. Well blow me down with a feather I put them into my basket and bought them.
It was split into 2 packages. 1 arrived and the other one I didn’t get because apparently I wasn’t in. So I had to reschedule a new delivery. I did to the post office (now they can’t say I wasn’t in) but the post office declined the parcel and sent it back to Waterstones. 2 weeks later I get an email from Barry, who I am so grateful for said they could send it back to me!
I was surprised to get that offer as I thought I would just get a refund. Yes I checked if the figurines were in stock but they were not so I am over the moon to get them sent back.
Thank you Barry

One book in my international order did not arrive. Within 24 hours, Waterstones sent a replacement via a different courier and the book arrived safely. The correspondence with customer service was quick, clear, and courteous.

I reached out to customer support after a delivery issue with my book. Georgina was kind and helpful and provided an immediate solution to my problem! I’ve ordered from Waterstones multiple times and this was my first issue. Georgina responding and helping me right away definitely shows they care about their customers. Thank you, Georgina!!

Loraine resolved my request in an exceptionally professional manner, being fast and efficient.
I am impressed with her patience while dealing with an unsure customer.

I really appreciate the thoughtful help and advice to solve delivery - Andy at Waterstones help line dealt efficiently and politely to find a positive solution
Thank you

Waterstones are a good, reliable company. The website is easy to use and items arrive quickly in good packaging. I was kept updated throughout the delivery process and Andy from Customer Service was very helpful in tracking down part of my order that was missing. A great experience and will purchase from again!

Lisa was fantastic - really quick, giving helpful information, and with great approach.

Made me pay for first class stamp and after 10 days still haven’t received,my book, what kind of service/buisness is this?!!!

Edit To Waterstones Reply 21.01.2026
Thanks for E -mail
Yes Andy did reply

Andy (Waterstones)
Jan 12, 2026, 14:31 GMT
Hi Chris, thanks for contacting Waterstones.
Your comments have been passed to the relevant team.

But ignored by relevant team

Further problems since Cant be bothered any more Will run card down and not bother again with Waterstones.
Awkward as had to ask kind person who bought me card not to buy Waterstones again

Received a gift card for xmas.
Used online and delivery was frustrating.
Ok things go wrong
When they do and Waterstones are given a chance to assist/rectify then to not reply is contemptuous and shows they have no respect for customers.
Thanked purchaser sincerely but asked nof to buy from Waterstones in future (feeling awful) However they agreed and,were disappointed in Waterstones themselves, also an avid reader.
Will use rest of card and buy from Works in future
Cannot buy everything from Works but for anything else can use Amazon or Worlds of Books or even library for books I dont want to keep - plenty of alternatives
Waterstones are also way overpriced

Customer Service at Waterstones is great. They actually get back to you within the 24 hours that they stipulate, or even quicker in my case. They sorted my problem out easily and obviously I will definitely be shopping at Waterstones again soon. Jayne

Perfect service from Lisa, thank you!