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... Ver mais
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Veja o que dizem as avaliações
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... Ver mais
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 no... Ver mais
Gift vouchers take up to 45 mins to arrive, which is frustrating given they're something you often have to buy last-minute. Now I'm sitting here refreshing my email, while the online order just says "... Ver mais
Detalhes da empresa
Sobre Waterstones
Escrito pela empresa
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.
Informações de contato
Reino Unido
- www.waterstones.com
4,5
Excelente
5 mil avaliações
Respondeu a 74% das avaliações negativas
Normalmente responde dentro de 2 semanas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Extremely Helpful
I had an issue with an error in my address and staff memeber (Barry) was extremely helpful and sorted my issue extremely quickly.
17 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Catherine,
Thank you for your feedback, I am glad to hear that Barry was so helpful in resolving your query so quickly.
I will be sure to share your kind words with him.
Have a lovely day,
Waterstones Customer Support
I have to say the customer service is…
I have to say the customer service is excellent, very helpful with quick replys. I order all my books from Waterstones, they come well packaged and in mint condition. Their pre ordering service is my favourite
17 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Donna,
Thank you for your feedback, I am glad our team could reply to your query so quickly and that you like our pre-ordering service
Have a lovely day,
Waterstones Customer Support
Excellent customer service today
Excellent customer service today. Lisa managed my gift card issue straight away and within a couple of hours everything was sorted. Very prompt action and helpful communication, thank you!
16 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Lisa could rectify your gift card for you so quickly.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Lisa did a great job
Lisa did a great job. When my order seemed to disappear she sorted it out very quickly and then, when an empty package arrived instead of my books, she immediately got it sorted and a new shipment was ordered right away, I didn't have to do anything.Great customer service, thank you Lisa!
16 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Pauline,
Thank you for your feedback, I am glad to hear that Lisa could help when you had some difficulty with your delivery.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Great service
Great customer service from Alyssa
Thank you
16 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Sharon,
Thank you for your feedback.
I will be sure to share your kind words with Alyssa.
Have a lovely day,
Waterstones Customer Support
well packaged, good communication
I am really impressed with how well packaged my order was. I buy a lot of special editions and the bane of my life is sending back damaged books because the retailer cannot pack them properly.
This wasn't an issue here. There was also a delay with my preorder (which was coming from overseas) but they were communicative.
27 de fevereiro de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback, I am glad to hear that your package was well protected from any damage and that our team communicated well with you in the face of a delay.
Have a lovely day,
Waterstones Customer Support
Quick and excellent response from…
Quick and excellent response from customer service team. I have always received great customer service from Waterstones in store as well.
12 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Susan,
Thank you for your feedback, it is great to know our team are so quick to help you both online and in store.
Have a lovely day,
Waterstones Customer Support
Excellent prompt response
I ordered a couple of books from Waterstones online but they were damaged in the process of being delivered by Royal Mail. I contacted Waterstones and they couldn’t have been more helpful. They responded within a couple of hours offering me a partial refund or replacement books. I replied late that day opting for the latter and first thing the following morning received confirmation that this had been actioned. The new books arrived the next morning! Thank you to Lisa in Customer Service for such a helpful and prompt response.
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Angela,
Thank you for your feedback, I am glad to hear that Lisa was so helpful and prompt in resolving this for you.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
The Dorking store is exceptional
The Dorking store is exceptional. Really caring and knowledgeable staff.
12 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback, I am glad to hear that you enjoy our environment and team in our Dorking store.
Have a lovely day,
Waterstones Customer Support
Brilliant customer service!
I accidentally placed an order for the wrong address, and only realised a couple of days after I had placed the order, so therefor got in contact. Lisa responded within 24 hours and was extremely helpful and advised me on what to do and the process was so easy and efficient! This is why I continue to love buying from brands such as Waterstones because their customer service is just brilliant! Thank you so much! x
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Hannah,
Thank you for your feedback, I am glad to hear that Lisa responded to you so quickly with aid.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Perfection bookstore
Waterstones go above and beyond for their customers thank you.
12 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Imaan,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Customer service was really helpful and…
Customer service was really helpful and on the ball - sorted out my Waterstones+ card issue straight away.
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback.
Have a lovely day,
Waterstones Customer Support
Sorted out quicker than a flash
More than helpful in sorting out missing item. Problem was sorted very quickly
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback.
Have a lovely day,
Waterstones Customer Support
Books to help a child with reading
I am looking for books for a 5 year old to learn to read. Lisa at Waterstones Customer Services promptly provided the details that I am looking for.
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Richard,
Thank you for your feedback, I am glad to hear that Lisa could help you to find the right books.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Amazing customer service from Michael…
Amazing customer service from Michael today! I had a slight issue with my website order (turned out to be a system error) and Michael helped me to resolve it very quickly. Michael took the time to explain everything to me in detail and they were polite and professional in doing so. This made for a very pleasant experience contacting customer service today.
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Erika,
Thank you for your feedback, I am glad to hear that Michael was polite and professional while helping you.
I will be sure to share your kind words with him.
Have a lovely day,
Waterstones Customer Support
The measure of good customer service is…
The measure of good customer service is how they deal with little mishaps. Delivery today was missing some books one phone call and couple of emails letter, the missing books are being despatched and partner is happy.
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Johan,
Thank you for your feedback, I am glad we could replace your missing delivery for your partner.
Have a lovely day,
Waterstones Customer Support
Fast response from customer support
Fast response from customer support, great talk and everything, books are always in perfect condition even though they travel internationaly.
11 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Kat,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Waterstones
Waterstones, replied and sorted out the problem I had, effectively and efficiently.
6 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello Sarah,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Great work from online Customer Service support team.
Had a minor problem with a delivery (some items were accidentally left out of the package). Customer Service response (from Dan A) was rapid and extremely efficient and I received the missing items within 24 hours of the Service team picking up my email. This excellent service easily overcame my disappointment with the initial problem and restored my confidence in Waterstones, who I will happily continue to use.
10 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Dan was rapid and so efficient while replacing your missing items.
I will be sure to share your kind words with him.
Have a lovely day,
Waterstones Customer Support
Appreciative of the support staff!
I recently had an issue where I needed something explained to me, and the person I talked to was very polite and considerate! The problem was solved shortly.
I also love seeing the range at the Waterstones stores I’ve been to and cannot wait to go back again.
Thank you so much for the help Lisa!
9 de março de 2026
Avaliação não solicitada
Resposta da Waterstones
Hello,
Thank you for your feedback, I am glad our teams have been so polite and considerate when answering your questions.
Have a lovely day,
Waterstones Customer Support
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