Waterstones Avaliações 5.178

Customer service is superb, unmatched with any other online retailer.

It is always wonderful to shop at waterstones. I had to make some changes to my order and Georgina was amazing. She was quick and helped me sort out my order in no time! Very happy with customer service!

Since Covid, and being in my 80's, I rarely visit bookshops; doing all my ordering online through Waterstones (order history - 101 orders for 509 books) so I am well placed to judge the highly efficient service provided by this bookseller. Seldom have I had to resort to customer services who have been unfailingly outstanding. The latest instance being the return of a duplicated order (my fault entirely). No sooner had I left the freepost package at my Post Office than Lisa had contacted me via the tracking number to confirm a refund was being processed - well before the physical return of the books. My gratitude and admiration is unbounded.
Mike Naylor

Fantastic service in the Newton Mearns, Glasgow branch

Many thanks for retrieving and resending a lost email/gift. Speedily conducted.

Love it don’t care the price is a bit expensive love my local shop at White Rose Shopping Centre the workers are amazing people and so kind thank you :) been before inputted date as well absolutely loved it THANK YOU WATERSTONES!!!

Love the cafe - so lovey to sit in with my husband

My book took a little longer than hoped but the Waterstones support team were first class in providing support

I had a concern which I raised with Waterstones Customer Service team and Lisa went above and beyond to get my answer for me. This has exceeded my expectations and I would like to say a huge thank you.

I don’t often take the time to write reviews for good customer service, but truly exceptional service deserves to be acknowledged. Lisa from Waterstones has been one of the most efficient, reassuring, and genuinely helpful customer support people I’ve ever dealt with. I was feeling quite stressed about an issue with a preordered item, and they resolved everything quickly and with such care. I’m really grateful, it’s interactions like this that remind me there are still wonderful people out there.

My problem was dealt with promptly and efficiently by a very friendly person. Thank you.

The teams in the shops are real book enthusiasts, able to advise on a next read or direct to specialist books. But in addition to the stores the online Waterstones team are also excellent. Georgina recently sorted my expired Plus account, added missed points from a recent purchase and provided instructions I had requested on how to get my Plus card into my digital wallet to make using it easier. Waterstones is definitely my favourite book store!

Great bookshop and amazing customer service. Lisa was really nice and helpful in my request

I mistakenly duplicated my Waterstones Plus physical card whilst setting up or updating web profile resulting in duplicated entry and separate physical and digital card Waterstone Plus numbers. Sarah calmly and helpfully identified the issues and resolved them without any fuss. Much appreciated. Now I have one card number and updated email address on site. Many thanks. Very encouraging and supportive staff intervention resolved confusion.

Needed customer service help as I'd messed up my Waterstones plus card. They were very prompt, all done within half a day!

I love Waterstones and have always bought in store. I ordered some books online a few days ago, which was very easy. I hadn't received an order confirmation email, but after I contacted customer services Lisa very quickly replied to confirm my order was on its way. The confirmation email had failed to reach me due to a typo on my address, completely my fault, but all rectified swiftly. A great service, thanks again!

This is really a review for an online customer service agent called Lorraine, who has recently gone above and beyond in helping me order a book which proved difficult to get hold of. They stayed in regular email contact with me throughout the ordering process, which was about two months in all. In particular, you could tell they were remembering to keep an eye on the progress of ordering the book even without me asking, because I would get updates (even when nothing had changed in the order status, I would get an email saying they were still on it). My order even got cancelled by another customer agent but Lorraine was there to sort it out, because the book was actually, at that point on its way from the publisher. I don't think I've ever received customer service like this before, or at least, not for a very, very long time. Most engagement with customer services these days (in general, not waterstones) leaves you feeling like nobody cares anymore. This was definitely not so with Lorraine, and I really hope their managers see this and they are appreciated for it. My book is due to be delivered today and I can't wait. Thank you.

I waited 8 weeks for my pre-order (ordered back in August!). It finally arrived today completely damp, warped, and covered in BLACK AND GREEN MOLD. It is a legitimate health hazard. It seems there was a mistake while contacting the customer service when we asked about the delay and didn't get a ticket. Taking money, making customers wait months, and delivering a biohazard... maybe handle your limited Special Editions better when you send them.

Edit: I contacted the customer support. This book is now sold out and couldn't be resent. It was a UK special edition of a book I waited 6 months to read, and it was handled so poorly. I just wanted to hold my favorite characters while I read their likely last piece of story. Doubt I'll buy from their online store again after such a thing, and you probably shouldn't either.

I rarely post reviews but I had the best customer service experience I’ve ever had today. James C from Waterstones Customer Support was phenomenal. My email was responded to in minutes, and the issue resolved in a matter of a couple of hours. So friendly, so helpful - absolutely made my day. Thanks James!

Called into Waterstones, Birmingham, what a brilliant experience! The staff are not only helpful but hugely knowledgeable and enthusiastic. Well done. Excellent customer service.