Waterstones Avaliações 5.178

Sadly my book arrived damaged, after contacting customer services a replacement was posted out to my address. Lisa from customer support was very accommodating and responded the same day to further enquires.

Always received excellent customer services during each interaction.

Fabulous staff. So helpful with an international transaction. I can’t speak highly enough of the amazing staff at Waterstones.
A special shoutout to Lisa.

Extremely friendly and helpful. Lisa at customer service was fantastic.

I had a really great experience with customer service. Lisa was absolutely amazing she handled my issue quickly, efficiently, and made the whole process feel easy and stressfree. She was patient, professional, and genuinely helpful from start to finish.
Its rare to come across such friendly and effective support, and Lisa truly made a difference. Thank you for the excellent service!

Customer service was excellent . Alyssa who dealt with my query went above and beyond to help me . Starting with a very fast response to my query regarding a product unavailable locally and online she tracked down the single copy available and gave all details to enable me to contact the Bristol galleries branch so i could quickly order the last copy . The staff member at Bristol galleries was also very helpful and clearly explained delivery process setting expectations .He was very cheerful and happy to help despite me calling the store near end of day closing time . I would definitely recommend Waterstones their customer service is exceptional

Cecilia helped me with the issue I was having with my loyalty card. She was extremely helpful, very quick to come back to me and a delight to deal with. Thank you very much ☺️

YET ANOTHER DISAPPOINTED INTERNATIONAL BUYER: REALLY REGRET NOT READING ALL THOSE NEGATIVE REVIEWS BEFORE PURCHASE

With respect & without prejudice

Am not retiree-with-too-much-time-on-her-hands-&-nothing-to-do-but-complain. Rather, am serious collector of first editions (mostly UK & Australia, some US) so, in good faith, bought book from Waterstones 11 March 2026 (£22 book + £19.80 postage = £41.80). Big mistake. Book arrived damaged: jammed naked into a too-small cardboard envelope with no protective wrapping so dust jacket torn & corner bumped.

Asked for—& received—reply-paid details for full refund. However, AusPost (am in Sydney NSW Australia) couldn’t use that UK reply-paid so I had to fork out another AUD43.80 (~£23) just to return book to begin to get refund—all because of shoddy dispatch by Waterstones!

Believe Waterstones must know that its reply-paid works only in UK, not overseas. Its reply-paid offer to me therefore demonstrably false, deceptive & misleading. Definitely not legal here, but apparently Citizens Advice in UK (closest organization I can find to our NSW Dept of Fair Trading) can help only UK folk.

Would therefore be grateful for any readers’ suggestions about other avenues for redress (eg Ministerial to Parliamentary Under-Secretary of State within Dept of Business & Trade). Amex could’ve done charge-back if I’d approached it before Waterstones but, regrettably, I believed Waterstones honourable so did not. Amex unable to help now with refund for return postage because Waterstones already refunded original cost of book & postage to Australia. Lessons learned.

Was assured Waterstones would refund the return postage (retained all emails, including that confirmation email ‘yes, just provide receipt as proof of postage’) but—surprise surprise—it reneged. Very very very small print apparently says return postage the responsibility of buyer. Fair enough for change-of-mind, but utterly unconscionable for goods damaged through fault of Waterstones shoddy dispatch & no fault of mine.

Repeated emails to customer service & copied to CEO with very reasonable request for return postage refund all declined/ignored. Emails & tracked-signed-for snail mail to CEO James Daunt also ignored.

Believe that speaks volumes about risible customer service rort by Waterstones & its short-sighted penny-pinching bloodymindedness. Its denial of quite reasonable request for refund of AUD43.80 return postage for damaged book will cost Waterstones considerably more in lost repeat business from me and, I trust, from all other prospective international buyers—and perhaps also some UK ones.

Further believe Waterstones cares only about profit—certainly not its good-faith buyers—& doubt it’s bothered by pesky reputational damage. Also believe it will put my damaged return back on shelf—likely at full price. Caveat emptor indeed.

Finally, to that one-star reviewer who will now buy not from Waterstones but from Hatchards, please know that Waterstones apparently owns—and operates—Hatchards.

Were it possible, would give Waterstones no stars.

A quick incisive solution from Lorraine at
Waterstones Customer Support . Helpful, polite, to the point.Thank you.

I made an error in writing my email address on the on-line order form. I immediately contacted the company (on email) to check that my order had been received and dealt with as I had paid the money out. A staff member contacted me the very next day + I confirmed the error with them such that they were able to reconcile my order with my correct email address.

Always fast shipping with good packing. Excellent customer service … fast and efficient resolution.

I have tried to purchase a paperback book twice thru waterstones.
I had to cancel both orders due to unavailability. The staff response and feed back has been great and they even advised of another book. Company that could supply me the book.

Thank you to Lisa and the team for their correspondence

Andrea

I’ve had a brilliant experience dealing with Waterstones Customer Support recently. As an independent author navigating the complexity of national distribution, I was fortunate enough to be assisted by Adam Yates.

He provided a level of transparency and professional guidance that is rare to find. Adam took the time to truly understand the technical side of my project’s rollout and acted as a dedicated bridge between the central systems and the local branches.

It’s rare to find someone so committed to ensuring a seamless experience for both the creator and the customer. Because of Adam's intervention and clear communication, I feel much more confident in my ongoing partnership with Waterstones.

High-level service that genuinely supports the creative community.

5 stars.

I had an issue with accessing the balance on my Waterstones card for discounts, and I contacted Waterstones customer support for help. Lisa was incredibly helpful and quick with fixing the issue, and her explanations were very clear.

Had an issue with incorrect book sent. It was dealt with promptly and completely resolved. Customer service was excellent overall.

I ordered a number of books online from Waterstones and then afterwards found I had previously added something in the basket which I no longer wanted. Cecilia, a member of the Support Team, couldn’t have been more helpful. I had a very quick response to confirm that the book had been removed and a refund processed. Excellent customer service.

Big thanks to Cecilia talking me through and answering questions made the process very easy

Ordered the latest ‘must have’ squishy for my little one, unfortunately, it got damaged in the post and arrived popped. Emailed customer support and in ten minutes they’d replied back and dispatched another. Fantastic service so easy to deal with

I had a problem with my Waterstones Plus card and the customer service was great. They set me up a new card and when contacting support they added on the stamps no problem. The in store experience is what keeps bringing me back, even if they prices are higher than some big online retailers.

Spoke with someone via email about a return due to a book being damaged in the post and they couldn't have been more helpful. They answered all questions I had happily and explained stuff where I got confused. I always have a great experience with waterstones, online and in person

I received a Needoh cube I ordered for my daughter but it was damaged and leaking. I contact the customer support team with a picture to show them the evidence and Lisa on the support team was amazing. She quickly rectified the issue by asking whether I would like a refund or a new one posted out. She arranged for a new one to be posted out to me very promptly. Great service