Waterstones Avaliações 5.178

Lisa in the customer service team was incredibly helpful & dealt with my query so quickly to a very high standard. She had a great manner on the phone & her email response was spot on. Really great service, thank you :)

Ordered 4x books online. When they arrived, packaging had burst open - 1 book was missing and the other 3 books were damaged to a point where they were no longer giftable.

The packaging seemed inadequate (too small for 4 books and no protection for the books) - which is probably why the parcel burst open. Subsequently ordered from a different bookseller - which bubble-wrapped the books in a box marked fragile, which was much better!

They helpfully refunded the 3 returned books - however their policy in this situation made life difficult to get a refund for the missing book. Ultimately, for the sake of £7, I can't be bothered to jump through the hoops of contacting Royal Mail as suggested by the Waterstones customer service - especially as it's likely Waterstones' fault for the poor packaging.

NOTE that the individual customer service agent that got in touch via email was pleasant and helpful, and I appreciated the proactive communication!

Emailed the London store about an event happening in June but never got a reply or any communication in response

I love Waterstones anyway. Everyone is very knowledgeable and has great recommendations. It feels like a community. The remote support were fantastic with a big shout out to Georgina who added me stamps for me from my receipt to my account. Keep up the good work! 😊

What a fantastic customer service waterstones has, polite efficient and helpful, Lisa helped with my query , shes a credit to your company

Very helpful customer service, fast response and solved the problem with my order perfectly

Visited the liverpool one store yesterday (19th March) and had a great interaction with a staff member .... didn't catch there name , but she took the time to talk to my neuro spicy daughter, about there joint love of all that is Sarah j maas! This girl was so patient and chatty ! A real credit to the L1 branch ( this was upstairs on the cafe floor )

Really quick response (within 12 hours from initial query) and Lisa was super helpful in getting things sorted within a couple of emails.

Very helpful and informative customer support, and I am an eager student plus member. Waterstones is definitely where I spend a lot of my time and money! 😅

Always a pleasurable experience to browse a Waterstones bookshop.
I received excellent customer service when I was accidentally overcharged in store.

The books are just lovely and the customer service is even better. Prompt, helpful response times. Will be a forever return customer.

Fabulous customer service with Waterstones as they are focused on quality and employ knowledgeable human beings as first point of contact simply in the end of a phone 🎉rather than frustrating AI or chat ….which is not quality customer service just shoddy cost cutting ….well done Waterstones

Just to say a big thank you to Adam at Waterstones for great customer service. I'm a regular customer, both in store and on line. I had ordered a signed copy of a book which was dispatched by Waterstones but not delivered by their courier - and with no way of finding out what had actually happened to my book. I called customer service to ask for help. Adam was very helpful, located a further signed copy and arranged for prompt dispatch.

Very quick and friendly customer service.

Great experience with waterstones. Had a small issue and they resolved and was very friendly and efficient!

I ordered a book which a friend had already bought me as a surprise so when i returned it, Barry from the returns team help me out and i now have another book on the way. Highly recommend Waterstones as the stores are great to explore

Had an issue with my payment method. Called and spoke to customer service agent, Lisa, who immediately sorted everything out, making sure via email later that the issue had been resolved and that i was hassle with the outcome.

Whenever I have to email in, they always respond fast and solve whatever issue I have with little to no hassle 🫶🏻

Thank you Hayley!!! You seem like a really awesome person and Waterstones is v lucky to have you ;)

I needed to reach out to customer service due to issues with my order, they handled the issue quickly and were very friendly!