Waterstones Avaliações 5.178

There is a comprehensive range of titles on the website. Ordering online was easy with good communications throughout and helpful customer service

I love browsing in Waterstones stores. There’s always a good selection of books and the booksellers are friendly and knowledgeable. I try to support British businesses so have been going out of my way to shop at places like Waterstones instead of Amazon. However, I feel like I am being punished for this decision. Having only placed around 5 or 6 Waterstones order, 2 orders arrived with damaged books. The first time I didn’t say anything as I don’t mind my books being damaged or used, it’s not eco friendly to get rid of them, but the second time I had to ask Waterstones for a replacement as the book was meant to be a gift. The spine was damaged and some of the pages were warped. The books came in a thin cardboard box with no padding so I’m not surprised I’ve had multiple instances of damaged books.

Most annoying of all is what has happened with my preorder. In early January I preordered a book with a publication date of 12th February. It is now the Friday 13th February and the book hasn’t even been dispatched (although they’ve just taken the money out). I selected 2nd class delivery, so assuming it actually gets shipped tonight it won’t come until Monday 16th at the earliest as there is no post on Sundays. This is appalling for a preorder. The entire point is to receive the item on the day of its release. If I had ordered it from Amazon, not only would it have been £1 cheaper but it actually would have arrived on the day of publication. I don’t want to seem like a Karen but I don’t think this is acceptable for a preorder.

Hayley V was friendly and helpful and got my issue resolved within a couple of hours to sort out a replacement of a sold out book.

Quick and efficient customer service! Thanks

Really great customer service. Lisa helped me with my enquiry and was incredible helpful and resolved my issue with speed. Thank you!

Lisa was very friendly and helped to get my query resolved as soon as possible

Quick and efficient help. Thank you!

I purchased books from the Waterstones' website and I'm very happy to say that their customer service was very helpful in handling the delivery. They always replied quickly and kindly and even updated us on the situation.
Thank you very much to the team.

I dealt with Cecilia in customer services who went of her way to help me with a lost receipt.
Brilliant!

I had to contact customer service department regarding my loyalty card. The problem was resolved promptly.

Super service, good communication

I shop in store and online with Waterstones fairly regularly. Following a recent online order, part of my order hadn't arrived and as the wait was longer than usual and the item was showing as 'in stock' on the app, I contacted Customer Services. I spoke to Danielle who was extremely pleasant and resolved my query immediately; the rest of my order is now on its way. Thanks Danielle for your kindness and the rest of the Waterstones team!

Thanks to Danielle's knowledge the problem I had with a torn flycover was dealt with smoothly, her warmth comes across in her voice and made me feel a valued customer, she took on board a suggestion I made and I never once felt that she was in a hurry to get on to the next problem, add to that I made a blunder in returning my book, and the next day she was there again to reassure me.
First class member of staff, well done to Waterstones for employing her.

Christmas order was very prompt and complete. One book had a publisher issue and the service department (Lorraine) dealt with it with brilliant efficiency.

A phone enquiry to update my Plus card balance was dealt with very quickly and easily by a very pleasant phone operator, Georgina. It’s so good when dealing with companies is so straightforward. Well done Waterstones !

First rate customer support.

Ordered a book online. It arrived damaged from a manufacturing error. Contacted the helpline, and was immediately supported with free return postage and labels. Within one week of returning the book, a replacement was sent. Excellent customer service with great communication throughout.

Danielle was brilliant, friendly, efficient

A huge thank you to Lisa, who worked tirelessly to ensure my refund could be issued via a new Book Token, as I had thrown my others away. Without her, I would have lost a significant amount of money.
However, overall the service wasn't great, my books were seriously slow to dispatch and when they arrived they were in the wrong language!

Lisa was really helpful and very prompt with my Customer Service ticket. Thank you again!