Waterstones Reviews 5,196

Customer Service - Lisa, in my case - very helpful and pleasant.

Had a great customer service experience.
Lisa was quick to help when i forgot to input my payment information which ensured i got my very sought after book that i got in the presale :)

Excellent service due to due to my own error Waterstone sorted the problem efficiently and well executed

Tom from Richmond was truly wonderful when I visited Waterstones Richmond today, just five minutes before closing time. I had come into the store at the very end of the day, and I completely understood that the team would have been preparing to close after a long working day. In that situation, many people might understandably have been focused on closing the shop and gently rushing customers towards the exit. However, Tom did the complete opposite. I was looking for a particular book, but I could not find it, and because it was so late, I felt awkward asking properly for help. I was almost talking to myself about the book rather than clearly asking anyone, as I did not want to be a burden so close to closing time. Tom overheard me, noticed what I was looking for, and immediately took the initiative to help.

He went out of his way to search for the book across the different sections where it could possibly have been, and he did so with such kindness, patience, and genuine enthusiasm. He eventually found the book and brought it to me, making me feel welcomed rather than inconvenient. I had not planned to spend any money that day, but Tom’s warmth, honesty, and high standard of customer service completely changed my mind. Because of his support, I decided to buy the book, and as it was part of a “buy one, get one half price” offer, I ended up buying two books instead of one. What started as no purchase at all became two purchases simply because Tom cared enough to help. His genuine kindness really brightened my evening, and I left the store feeling grateful. Thank you, Tom, for such thoughtful and excellent customer service. I will definitely come back to Waterstones Richmond and hope to see him again.

Amazing store, as a kid in late 80s early 90s there was a lady in my local store (Shrewsbury) who would phone round the other stores to get a copy of the books I was after transferred if they where out. Now I get the same amazing service the staff in every store are always friendly and helpful and the shop is epic.

Great customer service, really quick to answer with very clear answers.

Always super friendly and helpful staff.
I emailed Waterstones support and again they were really helpful and got back near enough straight away. So lovely.

The best bookshop! Great selection of books, great staff in store and online experience is great too. The Customer Service Team is tops, fast response, lovely service.

Still waiting for a copy of a book I ordered a month ago, in your Carlisle store. My husband has been in to the Branch who again reassured him that I would be contacted by email as soon as it comes in. that was a fortnight ago, still waiting.

Love visiting a Waterstones. Last visit I bought a signed copy that turned out to be missing the signature - didn’t realise this until I got home. Contacted customer service and they shipped a new signed one (to an EU country) the same day without any extra costs to me.
Great books and excellent, kind customer service!

Click and collect is pathetic. You can only order one book at a time. Then tells you that you have to go to a shop 90 mins away and collect it, when i have a dhop 10 mins from me. Waste of time.

Website is awful. When typing in an author the results just show authors they are pushing. I wanted books by J M Hall. I’ll go back to using Amazon!

The best uk bookshops. Always take care of their customers.

Went into the Barrow store to replace all my worn out books. However I was very disappointed when I went in.

Firstly, it’s not wheelchair accessible. I got stuck numerous times and was ignored by staff who didn’t even offer a greeting.

Secondly, most of the shop was dedicated to gifts and accessories, and the books they did have in followed no logical pattern in their placement.

I needed to replace a few series of books, but Waterstones had other ideas. They only had one or two books out of entire series and no gaps for the rest.

I ended up buying just 1 book… and was charged 25p for a PAPER carrier bag!

Guess I need to go elsewhere for the rest.

Shame it’s gone downhill so much because this was my favourite shop. Not anymore.

Extremely helpful customer service got my issue sorted straight away

Lisa was amazing!!! I had made a mistake on my order and she was able to fix it up for me super quickly!! She is a legend! Always love shopping at Waterstones :)

I received a very swift reply to my email asking for a purchase to be credited to my loyalty card and it was done very quickly.

Very easy and query was sorted out very quickly in a friendly positive way .

I had a question on the balance of a gift card. Lisa dealt with my question quickly and efficiently providing a copy of a missing receipt.

My order had an issue during the shipping and delivery process and Waterstones went so far and above my expectations when I reached out to customer service. They are phenomenal.