Waterstones Reviews 

2 books I had ordered were unfortunately faulty and proceeded to fall apart on reading - Barry in customer services was super quick to reach out with clear instructions for resolving, and I’ve since had replacements sent out - great service and quick resolution too.

Positive experience with a price difference issue with Waterstones. The customer service person I spoke to was very kind and helpful.

An absolute pleasure working with Waterstones from start to finish. The chatbot was quick to put me in touch with a human who was responsive and swiftly moved to email. Lorraine was proactive with updates so I didn't have to chase.

Actually, I did have a problem, but there Customerservice was very prompt in fixing it. The gift email didn’t arrive, but they resent it as soon as I asked.

Such lovely customer service help on line - quickly resolved the issue that I had created due to my own error and was so polite and friendly - so nice - thankyou Danielle for your help

Who is Adam, and why are you not using him to his full potential! That is a man that has the capacity to be the spokesperson for Waterstones. He was incredibly helpful, so funny and sweet and sorted my problem which such ease, I found myself grateful for my damaged book because it meant I had the pleasure of talking to him. I hope you know what a treasure you have in your team.

Phoning customer services was so easy and they were extremely helpful with my problem that had occurred with an online order,no hanging about in a queue with dull repetitive music,very helpful and my problem was quickly solved .

I appreciate Lisa's prompt and helpful response to my ticket. I'll continue to shop at Waterstones.

Barry from customer services was so very helpful and completely understanding of my situation. He corrected my error at no additional cost to myself, which in the current economy was very much appreciated. Absolutely would recommend using Waterstones again with the added assurance of great customer services. Thank you Barry.

Lisa in customer services was absolutely fantastic today, my payment wouldn’t work so Lisa retried for me and it all went through fine on my preorder. So helpful and lovely to talk to, I also really appreciated the call being answered really promptly and Lisa also followed up via email which I thought was excellent. Exceptional customer service.

The customer service was phenomenal, I had an issue and it was resolved in a timely manner and very pleasantly by their team.

The three people who helped me after my book cancellation were so kind and helpful, they helped me so much and we're very understanding through the whole process.

Emma replied so quickly to my query, and took the trouble to sort what was really a problem with PayPal.
I am very grateful! I could not have sorted it without her help.

Customer service was outstanding! I contacted Lorraine online regarding an outstanding order of a book that was impossible to get hold off. Not only did she go out of her way to look into for me but continually kept me updated on her progress so excellent communication. Really impressed and pleased that while my son was not able to get his book the end result was a happy one!

Wonderful customer service. They helped me for an online order and Lisa were very helpful for solving the issue. Kind and patient. Really appreciated.

Have always had excellent service from Waterstones, both in-store and via customer services/website ordering.
I cannot recommend the staff highly enough for their professionalism, enthusiasm for their books and their commitment to ensuring you have your questions answered, issues resolved and are happy with the result.

The BEST customer service I have dealt with in a long time! Sorted my problem out very very quickly! So nice and efficient! Waterstones should be really proud of this!

I contacted Waterstones’ customer service because the book I had received was a little damaged and wanted to know if it was possible to get a replacement dust jacket at the very least (since the book is now out of stock).
The person who took care of my request was quick to respond, very polite and very helpful. Since I live outside the UK, free post wasn’t possible so I was offered a gesture of goodwill.
This is the second time I’ve reached out to their customer service (the first being to ask about restocking - also a great CS experience since that person reached out again once the book was back in stock - going the extra mile) and I cannot say enough times how fantastic they are.

I needed to speak to customer services and spoke to a ' Lisa' who was extremely helpful and went, what appeared to be, that extra mile to reassure me (re: my query).
I've started collecting the Macmillan library series: stunning, clothbound, pocket-sized classics with gold foiled edges and ribbon markers! My daughter loves all my leather bound books and this is a further collection for her when I pass. Online ordering is so easy and the books arrive in mint condition. I look forward to receiving a book or two each month and love watching this collection grow. Thankyou Waterstones....

Lisa, on Customer Service, was so helpful and patient. and I really appreciate her help - and expertise. A credit to Waterstones.