Waterstones Arvostelua 

I don't normally complain or post about bad retail experiences but yesterday left me very dissapointed.
Visited Waterstones at Byres Road, Glasgow, to collect a book I had reserved.
When approaching the counter, it took the staff member several minutes to even make eye contact with me. There were no other customers.
When trying to show her my confirmation email, she ignored it and acted uninterested, making me repeat myself 3 times as to what I was collecting.
When she finally got the copy of the book I had reserved, she didn't let me see it. Just abruptly asked if I wanted a bag, continuing not to make eye contact. Not so much as a smile.
The interaction made me feel so uncomfortable and awkward, I didn't get my points card scanned as she didn't ask for it and I didn't want to inconvience her further. The sooner I got out the shop the better.
There was no thank you for my purchase or pleasant goodbye.
After leaving, I thought I would add my points to my plus account via my receipt, but no receipt in bag. So lost out on that too.
I'm very disappointed. I much prefer to buy my books in person at Waterstones and love the shopping experience and their events, but I will definetly not be returning to Waterstones at Byres Road.

Siena and Jack at Cardinal Place branch went out of their way to help me -collecting a book from Hatchards and bringing it to Victoria for me as I passed through London for 24 hours -this was exceptional service -thank you .

One of my pre-orders hadn't come through yet (I hadn't been charged either) but it was past it's due date. I contacted customer service. Lisa found out the new updated release date very quickly for me. Very friendly, and very helpful.
Thank you.

Was once my favourite Seller (for anime figurines), 😔 but now, no longer ☹️; as they’ve stopt selling them for over half-a-year (such as Bakugo & Loid)! 😭

Thank you to all the staff at the cafe at Waterstones in Norwich.

Your care and attention shown to all of your customers are exemplary. The cafe is a real oasis of calm in the hustle and bustle of the city.

I love this place, I go every weekend and get myself a new book. Always a good read and all up to date stuff :)

Thanks again to Holly V at head office and the manager at the Hastings store of sorting everything out.

I lost a gift card and informed Waterstones, I provided as much information as I could. Lorraine from there sorted everything out for me and was so helpful.great customer service.
I received a new gift card. Brilliant

I spoke to 2 people today, Lisa and Danielle. Both of them were so helpful and real, what a pleasure.
Recommend they both get a pay rise

Had to ring customer service with a expiry date query for vouchers, Alyssa was great, polite, helpful and got back to me within the hour. Thank you Alyssa

I made a query on my Waterstones Plus card and Lisa replied within a couple of days and was able to address my concerns in a friendly and helpful manner. Great customer service.

Hayley at CS was quick and efficient with following up what looked liked a failed delivery of an on-line book purchase. It transpired that the book in fact was 'stuck' with Royal Mail for several days ( despite first class postage). The book was promptly delivered 12 hours within Hayley's tracing. So lovely to talk to real person who assured me that she would stay with the matter until resolved. Eat your heart out AI.

Excellent customer service!

Lisa was very polite, to the point, she also provided great advisory!
Thank you!

I've been a Waterstones Customer since childhood and have always been impressed with the shop itself and the customer service instore. I recently had a problem registering my loyalty card against my online account, and Lisa in the online customer services team very helpfully resolved this super quickly.

Alyssa was really, really helpful. I was kind of panicking because I ordered this book and there was an issue with the card abd the bank said it wasn’t on their end going through and I have been really looking forward to getting the limited edition of Land by Maggie Farrell and entering the competition. I know it is silly but I do get really excited about new books from my favourite authors coming out. But as I happened to be in Ireland and not at home in UK, I was having an issue with payment. She sorted it out straight away, sounded really kind and friendly AND she was in on a bank holiday! It was so quick and handy, I hope she has a lovely rest of her day and thank you very much!

Great service, very responsive, easy email exchange.

They're of course excellent retail wise. But I do appreciate their online store too.

The selection of books they have, particularly special editions, signed books, pre-releases, all are easy to find and order.

Dispatch and comms are great, no complaints. I've pre-ordered a few times and always received on the date promised without fail. I've not had any issues, so never needed to contact customer service for help.

Thank you for the prompt response and for addressing my query so quickly. I really appreciate your swift assistance with this matter

I called ahead of delivery to ask if my order be securely packed to avoid any damage in the post. The polite lady at customer services said she'd make sure my order arrives undamaged, it did .

Thank you for everything ! (10/10)

I had an issue with an item I had delivered. What an absolute treasure Lisa is on the customer service team. I contacted them and within 12 hours it was all resolved and a replacement issued. Amazing communication and attentiveness as well as a really helpful and friendly attitude to assisting me. I will remain a loyal customer to Waterstones and recommend them highly