Waterstones Avaliações 5.178

Prompt delivery of books and the rewards card makes a difference. Some books were missing from our order, customer service shipped out replacements with minimum quibble. Book place of choice

I had an issue with updating my payment info on open pre-orders and wasn't able to do it myself. So I called the customer service hotline and Michael helped me very quickly and competently.
Also in the past when books arrived damaged they were very helpful in rectifying these issues.
Honestly, great experience.

Nice place with the latest releases. Got my hands on some UK Edition Harry Potter books when on holiday. As a Potterhead, I’m very happy with my purchases !

Recieved excellent customer service .Thankyou very much

Contacted customer service about exchanging a book as I had returned it but wasn’t sure how I’d get the exchange. A lovely lady named Lorraine made it her personal duty today to ensure this was done and sent out a replacement.

Our American family lived in England for a year and we grew to love Waterstones! Whether browsing & purchasing in-person or ordering online back home in America, their selection is excellent and their customer service is outstanding.

I sent an email enquiring about an order which was replied to almost immediately. The answer was professional and friendly. Alyssa is a real asset to the company. I was bowled over!

Five star 🌟 service from Customer Support, Alyssa, resolving an issue with being able to apply a National Book Token after a cancelled order.

Many thanks ! Great, polite, efficient communication and service having rung and been answered promptly!

⭐ 2 Stars – Very Disappointing Experience

Last Christmas (2025) I was trying to locate a specific Lego activity book for my grandson. I contacted Waterstones online but was told it was not available.

In mid-February 2026, I received an email from Waterstones informing me that the activity book was back in stock. I immediately ordered and paid for it to be delivered to my 8-year-old grandson. The confirmation email stated it would be dispatched within 2–3 days.

After a week, there had been no delivery. I contacted Waterstones and was then told the item was out of stock. I explained that I had only ordered it because they had contacted me to say it was available. I expressed my disappointment and received an apology.

Three days later, I received another email saying the book was available in another location and that if I placed a new order, the delivery fee would be waived. I did so immediately. However, I was then informed it was too late — the books had already been purchased and were no longer available.

A refund was issued and apologies were made, but I am very disappointed in a service that does not appear to properly check stock availability before contacting customers. Thankfully, my grandson was unaware of my attempts to purchase the book, otherwise he would have been very disappointed as well.

Sorted out my account promptly. Very pleasant staff.

Had a problem accessing my Waterstones Plus loyalty account. The support I was given by Cecilia at customer services was efficient, friendly and timely. Thanks.

Waterstones online were very helpful. Regrettably I got conflicting advice from the advisors in Waterstones. They told me I would get an activation email for my new Waterstones Plus card which I never got.

so helpful customer services they sorted out my problem "Tout de suite" .thank you:)

Alyssia was absolutely great, helpful, fast and so polite. Really pleasant exchange, made my experience with waterstones lovely. And waterstones remains my top place for books and stationary thank you Alyssia :)

I preordered a book in October 2025 which was due to be released in February 2026.
Roll on to February 2026 and I suddenly received an automatic email saying my order was cancelled with a side note that apparently they tried to contact me a few days ago. I was very surprised and after checking my inbox and junk folder, I found no communication from Waterstones.
I then emailed customer service and asked for a reason why this order had been cancelled they bluntly said they were unable to resolve the payment. I was very disappointed to hear this as I gave them my details back in October to preorder the book and I have had no communication via email or phone to say that this was even an issue. This could have easily been resolved. I am now hoping the book is now in stock so I can reorder.
Waterstones please review your customer communication practices.

Spoke to a lovely advisor she was patient and kind and extraordinarily helpful, problem resolved in minutes!

Even though the book was not of good quality, following sending the item back, the after care service from Barry was swift, and dealt with efficiency. Great aftercare service. Thank you.

I received a paperback memoir which I had ordered on line. Unfortunately it had some damage to the front cover (the bottom corner had been folded back leaving it badly creased) which wasn't done in the packaging process. I contacted their customer service department to let Waterstones know what had happened, as I considered this to be below the standard I would expect from this company. I had a very prompt reply, and to cut a long story short, they apologised, offered redress and ensured that their packaging department was aware, to avoid a recurrence in future.

I had a fantastic experience with Waterstones Customer Support, thanks to Lorraine.

She was incredibly prompt, professional and genuinely helpful throughout my query. Lorraine assisted me with setting up my account and digital Plus card, checked and updated my balance, reviewed transaction history, and added a recent purchase to ensure everything was accurate. Nothing was too much trouble.

What really stood out was how responsive and personable she was, she genuinely cared about resolving everything properly. Thanks to her help, my daughter will be delighted when we pick up her book this weekend.

Customer service like this deserves to be recognised. Thank you, Lorraine!

Thank you, Georgina for your help sorting out my account issue. Fast and efficient customer service.