Waterstones Reviews 

I contacted customer support due to our parcel being damaged in the post. Customer service were so friendly and offered two suitable solutions for us. Thank you so much.

Impressive selection of books by the author I was looking for today

The customer service support I’ve received has been amazing. I had an issue with the delivery of my order and got a response very quickly. All the team members I have interacted have been personable, professional and knowledgeable. I will definitely be looking to order from Waterstones again!

I got in touch with customer services as I received a damaged book and I couldn’t have had better service! Georgina was exceptional. She gave me the initial information I needed and has been very quick to respond since and get my replacement on the way. I got my first reply yesterday and everything is resolved today thanks to her. She was polite and friendly in her emails as well. Some of the best customer service I’ve ever experienced! Thank you so much Georgina

I was incredibly impressed with the swift, friendly and helpful customer service of Lorraine at Waterstones Customer Service - wish more organisations were like this!

Waterstones staff have always been most helpful in my experience. I recently had a call with Customer Support to resolve an issue with duplicate Waterstones Plus cards. The support agent, Alyssa, was quick to grasp the issues and dealt with my problem quickly and efficiently, following up my call with a confirmatory email. Efficient and courteous at all times. Very impressive customer service!

I was interested in purchasing some dominoes from Waterstones however I needed to know the size, colour and material of the playing pieces prior to placing an order.
The website unfortunately didn’t give me those specific details so I emailed their customer service in an attempt to gain the information. My enquiry was picked up by Lisa, one of their customer care team who was brilliant in finding the information for me. As it was Waterstones also didn’t have the specific information but Lisa contacted the manufacturer of the set, obtained the information and emailed me back all within an hour and a quarter of making my enquiry.
This is excellent customer service. Well done Lisa and Waterstones. 100% Customer satisfaction.

Fantastic customer service - I lost my gift card and Lorraine sorted it out so quickly - thank you so much!

I can't fault any Waterstones branch that I've visited.
Every time I visit, the staff are super helpful and have no issues with book enquiries and recommendations.
Online ordering is a breeze and the books arrive very quickly in pristine condition.
Their loyalty scheme is great and very easy to get stamps for if you're an avid bookworm.

I received excellent customer service from Georgina. She was friendly and efficient, and she sorted my order out quickly. I really appreciate the professionalism and support. Very happy to recommend shopping at Waterstones.

My online order arrived damaged - completely understand that this can happen. Lisa from CS responded very quickly and resolved my issue straightaway.
Thank you so much!!

I order an e card and entered the wrong email address. I hadn't realised until the day it was due to be sent. Lorraine in customer service corrected my error with no discussion or questions and the correct email to my nephew the next day. Excellent customer service. Well done.

I spoke to Lisa from customer service who was so kind and went above and beyond when sorting my order issue!! Thank you so much!! Cannot recommend enough xx

I had a parcel get lost at a mailing center, & Waterstone’s support (Lisa) was incredibly helpful and efficient in resolving this and finding replacements! Even with one of the books being an exclusive that went out of stock quite quickly.

Credit where it’s due: Waterstones package their books for despatch well, and when you place an order, it arrives quickly and in excellent condition. On presentation and logistics, there is rarely an issue.

But then comes the part that makes you wince - the price tag. For the UK’s biggest bookseller, with one of the strongest buying powers in the market, Waterstones remain eye‑wateringly expensive. You can almost always find the same book cheaper elsewhere without even trying. The only thing that sets them apart from the competition is the signed editions they sell.

Still, I tried to support them. I reached out with a simple question about an upcoming release and their postage thresholds. Nothing complicated. Nothing demanding. Just a basic courteous customer enquiry.

Silence.

I chased.

More silence.

If you’re going to maintain a social media presence and encourage customer engagement, the bare minimum is to actually respond. Ignoring customers isn’t a strategy - it’s an exit plan.

I’d love to support Waterstones, but if they can’t manage the courtesy of a reply, I’ll take my custom somewhere that can. My last purchase will likely be my last as I cannot abide non existent customer service.

Amazing customer service! Lost parcel and helped me straight away resolve it!

I'd had problems placing an online order. My phone call was answered straightaway and I received friendly, helpful advice from Lisa and my problems were solved.
Thank you!

I placed an online order and after a week, called to check in and see if my delivery could be shipped quicker. Lisa helped me and made all necessary arrangements so that I could have a quick delivery of the stock. She split the orders so that they could be shipped from different suppliers. This was extremely helpful. thank you Lisa!

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 .