Lisa was very helpful and quick to respond to my original query, and then gave some additional information which I found really useful. Great Customer Service!! This is one reason why Waterstones is t... See more
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Review summary
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Reviews shaping this summary
Love visiting a Waterstones. Last visit I bought a signed copy that turned out to be missing the signature - didn’t realise this until I got home. Contacted customer service and they shipped a new s... See more
Company replied
I’m impressed at how helpful Lisa and Peter were when I asked a question about stocking my recently published poetry book (bilingual) . Lisa quickly passed my query to the relevant department and then... See more
Company replied
Great customer service for cancelling an order that was taking to long to arrive before we were moving house and were even given a link for where the book was in stock. Cecilia was very helpful an... See more
Company details
About Waterstones
Written by the company
Waterstones' mission is to be the leading Bookseller on the High Street and online providing customers the widest choice, great value and expert advice from a team passionate about Bookselling; uniting readers with the perfect books and bringing them together with authors through our events programme.
Browse millions of books online - Fiction, Non-Fiction, Children's, Textbooks and Audiobooks. Discover our range of Signed & Exclusive editions, Gifts and Games. Sign up for our Waterstones Plus card to earn and redeem as you spend in our shops, cafes and online. Free UK delivery to store and on orders of £25 or more.
Contact info
United Kingdom
- www.waterstones.com
4.6
Excellent
5K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 62% of negative reviews
Typically replies within 2 weeks
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Great customer service.
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.
June 3, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Lisa could get this update for you so quickly.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Was once my favourite Seller (for anime…
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)! 😭
June 6, 2026
Unprompted review
Reply from Waterstones
Hello Hussain,
Thank you for your feedback, I am sorry to hear that we are no longer stocking the anime figurines you enjoyed purchasing.
While I cannot guarantee that we will be able to stock these again, I can certainly raise this with our product buying team for their consideration for you.
Have a lovely day,
Waterstones Customer Support
Thank you to all the staff at the cafe…
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.
June 4, 2026
Unprompted review
Reply from Waterstones
Hello Robin,
Thank you for your feedback.
I will be sure to share your kind words with our team in Norwich.
Have a lovely day,
Waterstones Customer Support
I love this place
I love this place, I go every weekend and get myself a new book. Always a good read and all up to date stuff :)
May 1, 2026
Unprompted review
Reply from Waterstones
Hello Sanjeev,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Thanks again to Holly V at head office…
Thanks again to Holly V at head office and the manager at the Hastings store of sorting everything out.
June 4, 2026
Unprompted review
Reply from Waterstones
Hello Sean,
Thank you for your feedback.
Have a lovely day,
Waterstones Customer Support
Great customer service
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
June 3, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Lorraine was so helpful in answering your query.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
I spoke to 2 people today
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
June 2, 2026
Unprompted review
Reply from Waterstones
Hello Gary,
Thank you for your feedback, I am glad to hear that Lisa and Danielle worked together to answer your query.
I will be sure to share your kind words with them.
Have a lovely day,
Waterstones Customer Support
great customer service
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
June 2, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback.
I will be sure to share your kind words with Alyssa.
Have a lovely day,
Waterstones Customer Support
I made a query on my Waterstones Plus…
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.
June 2, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Hayley at CS was quick and efficient…
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.
May 29, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Hayley could help to get this delivered to you.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Excellent customer service!
Excellent customer service!
Lisa was very polite, to the point, she also provided great advisory!
Thank you!
June 2, 2026
Unprompted review
Reply from Waterstones
Hello Marta,
Thank you for your feedback.
I will be sure to share your kind words with Lisa.
Have a lovely day,
Waterstones Customer Support
Excellent customer service
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.
June 1, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback, I am glad to hear that Lisa could uphold the good experiences you have had with us online and in store.
I will be sure to share your kind words with her.
Have a lovely day,
Waterstones Customer Support
Thank you Alyssa
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!
June 1, 2026
Unprompted review
Reply from Waterstones
Hello Frances,
Thank you for your feedback, I am glad to hear that Alyssa was so helpful with the payment query on your order and getting you entered in the competition, best of luck!
Have a lovely day,
Waterstones Customer Support
Reply from Waterstones
Hello,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Great Selection
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.
May 10, 2026
Unprompted review
Reply from Waterstones
Hello Dan,
Thank you for your feedback.
Have a lovely day,
Waterstones Customer Support
Thank you for the prompt response and…
Thank you for the prompt response and for addressing my query so quickly. I really appreciate your swift assistance with this matter
May 29, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback!
Have a lovely day,
Waterstones Customer Support
Great Job !!
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)
May 28, 2026
Unprompted review
Reply from Waterstones
Hello Paul,
Thank you for your feedback.
I am glad to hear our team could protect your parcel from damage.
Have a lovely day,
Waterstones Customer Support
Amazing customer service
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
May 28, 2026
Unprompted review
Reply from Waterstones
Hello Emma,
Thank you for your feedback, I am glad to hear that Lisa has this resolved and replaced for you so quickly.
Have a lovely day,
Waterstones Customer Support
Ordering from France
Ordering from France, I had an issue with my order tracking number. My email request got a very quick and nice reply and I've been provided with the right tracking link. Thanks to Lisa :)
May 27, 2026
Unprompted review
Reply from Waterstones
Hello Virginie,
Thank you for your feedback.
I will be sure to share your kind words with Lisa.
Have a lovely day,
Waterstones Customer Support
Customer Support
Alyssa at customer support dealt very promptly with my query re my app and account.
Easy to deal with.
Delighted.
May 28, 2026
Unprompted review
Reply from Waterstones
Hello,
Thank you for your feedback.
I will be sure to share your kind words with Alyssa.
Have a lovely day,
Waterstones Customer Support
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