The Works Stores Limited Reviews 1,376

Please don't order from The Works I ordered a diary back on 17th November they said it was dispatched on 4th December 2025 stating Evri will be delivering it. Gave me Evri tracking number today on Evri website states waiting to obtain package. On The Works website the tracking number not recognised. Sent email to customer services heard nothing so unless you want to lose money don't buy from this site.

**UPDATE**
Finally got a response from customer care on 19th December. (Order placed on 4th) - “We cannot guarantee delivery before Christmas, do you want to wait or get a refund” - Order cancelled. Utter disgrace.

Ordered Christmas gifts on December 4th but over 2 weeks later no comms and online just says “we are not able to find any information at at this time”. Sent an email to customer services, auto reply “we aim to respond within 5 working days” 5 days on, no response.
Yet I am still getting emails from The Works advertising Christmas presents and last minute sticking fillers!!
How in God’s name are they still in business? This is 2025 and most folk offer next day delivery. 3 or 5 days would be ok. However for a paid order to drop into an impenetrable abyss is wholly unacceptable. Hang your heads in shame.

Placed an order 1st December, still not received, sent an email and no response, tried calling but was no 48 in the queue, had an email today saying they had issued a refund with no explanation and no prior contact

If you’re reading this and haven’t ordered yet… don’t.

15 day delivery time in 2025 is bonkers. Last Christmas shipping day on the 8th…

5 working days to respond to emails and position 37th in the phone queue to cancel an order… 45 minute wait.

Not a serious business, shop elsewhere.

Placed an order on the 29th November. Waited over 40mins on the phone to find out where my order is. Told my order has been canceled and can't reorder in time for Christmas delivery. Was told where my items are in shops around London but doesn't help me if i can't get to the shops. NOT HAPPY!!!

This review is regarding the online service, not the physical shops. The shop staff are pretty good, but their stock is now woeful and not worth the effort. I digress.
We placed an online order about a month ago. Nothing was heard after the initial confirmation email. I attempted to cancel the order after a couple of weeks as nothing had been delivered. This was not allowed. I contacted the customer services team. They could not respond before three weeks had elapsed since the order date. Eventually I received a reply from The Works. I could cancel the order and get a full refund. Huzzah! Then nothing. No correspondence or refund. I will have to go down the debit card provider route. Not a recommended company.

I Was advised when ordering online 15 days for delivery, so was expecting after Christmas, but received within a week. All 9 books received as ordered in good condition although loose in box, Could do with some protection to prevent damage. Great and quick service.

My order has just arrived after a delay. The box is virtually destroyed and it is completely and entirely the wrong order. Someone has mine, I have theirs. Livid.

UPDATE- just spoke to a lovely girl (after a 40 minute wait) who sorted out a refund quickly. I feel really sorry for the people answering the phones because the CEOs cannot get the running of a distribution centre right.

Order items online on 21st Nov. Got a reply to say would be here 12th Dec.
My order hasnt arrived and no one is replying now i want a refund.
AVOID!

The ladies in my Town of Gosport Hampshire are the best, hard working always a smile, and so helpful in every way, the Works are lucky to have them.
They have overcome huge leaks in the shop roof, and spent time mopping up and saving stock from being ruined. always an absolute treasure all of them, namely,Janet,Tracy,Karen, and Tilly God bless you all.
Mr K.G.Williams. B.E.M. I.S.M.

Absolutely shocking service from The Works - ordered loads of stuff on 25 November, never arrived, no decent updates or explanations, never able to get through on the phone. I cancelled the order and am now receiving emails saying items are out of stock!! Such a disappointment so close to Christmas. I certainly won't order from them again and I'm very surprised they are still trading.

I have been waiting over 3 weeks for my order which hasn't even been packed yet. They let you place an order, then inform you via email that it will take 15 working days to be delivered. It's passed that now, and my order still isn't here!!

Books damaged so not arrived. Had to order again as they could not resend. a few have turned up no way of finding out if the others will be delivered. Tried to phone and was number 64 in the queue. If you are this number in a queue you know there is a big problem

In the past, I have given good reviews for The Works, but this time 1 Star is too high! I placed an order at the beginning of November, and as of today's date (14/12/25), it has still not been dispatched - they were quick enough to take payment for it though! When I placed the order, there was no banner declaring 'allow 15 days for delivery'. When I asked about the order not having been dispatched as quickly as normal, I was told that the delays were mentioned under the 'delivery option', as I'd not had a problem before, I hadn't looked this time. Having communicated again with customer services, I don't think it will arrive before Christmas. I mean, what sort of company moves to a new warehouse this time of year, just madness!

I ordered on the 20th Nov. Was told it will take 15 working days. It still hasn't been dispatched. There is no trace of it in the tracking service. I have contacted customer services and no reply. I am very unlikely to get this parcel (several presents for my children) and also unlikely to receive a refund in time to order more. I think it's absolutely disgusting. I will never shop at the works again. Absolutely appalling way of doing business.

Went to the Newbury Store today in the Kennet Centre. I don't think the woman behind the till could have been less interested. Barely looked up from whatever she was tapping away at on her desk. No 'Hello, how are you today?, just a sigh and a moany 'Wanna bag wiv that?'. She couldn't even be bothered to tell me how much I needed to pay. As soon as we were done, back to tapping and looking at the desk. Miserable.

Don’t waste your time ordering online, they are moving sites so you will not receive any orders I waited 17 days to be told I will have to wait another 5 days to get a refund because my order has been lost.

I placed an order with The Works on November 26, 2025, and it hasn't even been dispatched yet. I've tried emailing, but received no response. When I called customer service, I found myself 32 people ahead in the queue and gave up after 20 minutes of waiting. At this point, all I want is a refund so I can purchase my items elsewhere. Extremely disappointed with the service; I will never order from The Works again!

Said it would take 10 days to arrive but did not arrive at all. Took over a month for someone to actually speak to me and agree to a refund I am still waiting for who knows if I will actually get it. Was met with nothing but bots while trying to deal with this I was hung up on and emails ignored. Shipping company also would not speak to me and no one knew where my parcel was and no one would speak to me or be held accountable. Will never use again absolutely awful service, I wish I looked on here before ordering, get on fine in store but online is a joke and should be shut down

Ordered my items over 3 weeks ago and still not had my delivery. Had an email at 3 weeks (though a 10 day delivery) to say now 6 of my items were out of stock. Still not received or had an email responding back. Such a terrible customer experience - my first and last unfortunately. Which is such a shame as they have some great little bits. Hopefully I get my items before Christmas as they were ordered middle of November! Bought as 3 for 2 and missing items mean I have lost the deals!