Waterstones Arvostelua 

In the last three months I’ve pre-ordered two special edition books from here. As they use Royal Mail BOTH books arrived damaged. I’ve taken pictures and sent them to Waterstones with a complaint and asking for a refund. BOTH times they have refused saying I can still read them! Well yes, but that’s not the point it is it?! I didn’t order “damaged” books, YOU didn’t advertise the books would be sent damaged! If that’s your attitude on your site offer customers the option of a book that’s been thrown around or a book that’s been cared for and I’ll choose the cared for one everytime! Your excuse is a pathetic one, your partial refund offer of 25% ridiculous the book is damaged at the spine anything can happen to the spine now where the book can fall apart if I attempt to read it! Your customer service is non existent your staff member Georgia is rude/sarcastic and belligerent to say the least. I don’t order a damaged book it’s a full refund process and nothing more! I won’t be using you again due to your attitude, your lack of care with the gods your selling and for using Royal Mail when you know they’re the worst delivery company around. My last order with you I’m done.

My parcel was damaged in the post and two books were undelivered. Within a few hours Waterstones resolved the issue and organised replacements with no arguments. Georgina, from their customer support department, was extremely helpful.

After a very long day! I made contact with ‘Jade’ in customer services. Jade was so professional, attentive in all I had to say, re my order and payment! I immediately, received a ticket support, explaining what is happening. Jade dealt with my problem, immediately, and had it solved and sorted , very quickly. My payment is now sorted, and books are in process of being delivered. Jade has made my weekend at launching of book, (author my niece Cynthia Murphy)a much more relaxing time to look forward to. So professional, again ‘thank you’ Jade!
Martha Delahunty Ireland

I spoke to Lisa today, I was following up with a book order, Lisa was extremely helpful, she explained clearly what she was going to do regarding the situation with my order and explained what she would email once she had an outcome, true to her word I received an email from her today.

Lisa from Help was super kind and helpful! Thank you so much.

i bought a book and it was a good read. staff were very friendly and the ormskirk branchg has a wide selection of books

Thanks to Lorraine for chasing up my order to make sure it gets here before my partners birthday, what a star!

Happy to say that at Waterstones, on the very rare occasions something goes wrong with an online order, the customer service to right the issue remains of a very high standard, and the problem efciciently resolved by an actual human being!

I might also add that in store (and mine is most specifically the Guildford branch) Waterstone's staff are also consistently excellent.

They carry great products especially some of my top favorite authors AND get stock of signed books from them, which is difficult to find anywhere else. Their customer service is also excellent as I had a little issue with my order and it was addressed quickly with clarity and kindness. Thank you Cecilia and team! Have been and will continue to be a customer of Waterstones.

Had an issue with a book not being dispatched after publication date. I reached out to Waterstones customer service team who promptly looked into this for me and kept me updated through the entire process. Was very happy with the service received.

The customer service I received on a query I had was superb very efficient and really helpful thank you

Customer service is helpful, and the signatures are worthy for any collector!

After having problem after problem with my books arriving….no fault of Waterstones, I reached out to customer services and had some fantastic help with a lady called Hayley! Can not thank her enough for all the hard work she put in, in trying to locate my books for me!

Like I said never any issues with Waterstones!

The staff at Waterstones Deansgate Manchester are fantastic and so knowledgeable. Several staff helped me find the perfect book for my daughter and she was so happy with the choice. Thank you to the fab staff.

Thought I'd steer from ordering on amazon for once and support an actual book store as I had a gift voucher. Ordered five 20 pound hardbacks. All arrived in a cardboard envelope, all had dents and tears. 100 pound order and they can't even be bothered to put it in a box? Vinted level packaging, complete joke. Generic template reply from customer service. Overpriced and carelessly packaged. I'd advise steering clear and ordering through travelling man, who individually bubble wrapped each book and shipped them in an actual box. Won't be ordering from here again.

Georgina was extremely helpful and polite! Especially with the time difference! I’m in the US! I had an issue with my address and needed to change it but the book I had preordered was now out of stock. Georgina was able to cancel the order internally and get me swapped over to a new one with the correct address!! Thank you so much for taking that stress away!! Top tier customer service!!!

Unfortunately the book was not appropriate for my selected reader, but the staff were really kind and helpful and understanding and arranged a return very quickly =)

Absolutely amazing customer service, I contacted Danny A through the website chat service around a damaged item (manufacturer's fault, not waterstones) and he was absolutely amazing in getting it resolved and a replacement copy of the game sent out as soon as possible. Really appreciated !!

I ordered a signed copy of John of John, but after a few days with no email to tell me it was dispatched I followed up with Customer Service. I spoke with Lorraine, a Customer Service Advisor who was very prompt in getting back to me and managed to source a new copy for me. She answered all of my questions and really appreciate the time she took to help, long live bookshops. Thank you Lorraine!

Lorraine was amazing, she followed up daily on my issue until it was rectified. She was so helpful and nice. It was some of the best customer service I’ve received.