Waterstones Reviews 

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 Peter got back to me straight away with a helpful answer. Many thanks to them. This is so refreshing to find a big company taking such care to help a new author.

Made a mistake on an order and bought 2 copies of the same book. I called up, got answered instantly. They were helpful, polite and resolved the issue quickly and efficiently. Great customer experience.

Lisa from the customer services team was absolutely brilliant! I was really unhappy with a situation, where books I had returned for an exchange had not been received and the books I wanted were now out of stock, but Lisa turned that around completely. Not only did she constantly keep me updated through the day, she also made the outcome much better than I could have hoped for. It was just yesterday afternoon that she hunted down the books, arranged delivery, and early this morning I have received them! Very friendly and warm to talk to as well, polite, extremely helpful, understanding, prompt with resolving my issue, what else can I say. 10/10 service. Thank you Lisa x

Because of a publishing error my book had pages falling out, it was a special edition. Waterstones customer service (Alyssa) was very nice and accommodating, considering I did not have proof of purchase. Responses were quick and my problem was sorted within a few days, picked up a replacement book and the lovely manager (Cat) let me know that I could bring the book in immediately if something similar happens again. Amazing experience.

Fantastic customer service and so reliable with orders AND pre-orders.
I've used Waterstones regularly for years, probably decades and place a regular monthly mail order alongside often pre-ordering favourites.
Always arrive safely packaged, very quickly and never had a problem at all - far from it.
Recently somehow failed to pre-order a book that I thought I had, so rang the helpline to check. Nope, hadn't ordered it. A wonderful helpful lady called Lisa instantly placed an order, adjusted the price to honour the initial price I thought it was when it was first advertised as coming out AND waived the postage cost, really valuing the fact I was a regular. Plus sent it straight away first class so arrived within 1 day for the bank holiday weekend.
I buy a lot of books online and Waterstones is definitely the best in my experience.

I had an issue with a payment for a pre-ordered book which had now come in stock. The response to my query was handled expertly and promptly by Alyssa who kept me informed throughout and sorted the issue. Excellent customer service which was much appreciated

Hayley V has been amazing chasing up a delayed order and always keeping me in the loop on any further issues or delays! Thank you again Hayley for all your help!

Always a pleasure to shop at Waterstones, either in the book store part or the coffee shop in Maidstone. Best coffee in Maidstone and all of the staff in this store are so lovely, always help to help with recommending books or generally just being nice people! If would say the coffee shop staff and book shop staff definitely contribute to people visiting the store and as my bank balance will testify buying books I don’t really need! 😀

I had to contact customer service this week and Lorraine was so helpful- solved my query politely an quickly- thank you!

Fabulous selection of children’s books for any age. Lisa went out of her way to assist with online order that didn’t want to go through. Many thanks, a very happy customer 😁

Really speedy response to my request for exchanging a damaged book. Process for exchanging was simple and easy.

Waterstones customer service is great!
You can easily and quickly speak to someone on the phone!
Lisa was extremely polite and helpful and sorted out my issue straight away and also followed up with an email.
Really impressed!

Danielle is absolutely delightful to chat with and extremely knowledgeable regards customer queries relating to Waterstones UK
She is also warm & customer focused plus approachable and friendly - This is difficult to manage over a chat stream but I have thoroughly enjoyed chatting with Danielle this afternoon - she is funny eloquent and loves language ...............
Magickal woman .....

When I had a couple of questions about gift and plus cards, I contacted customer service through the website. This was an easy process, and the response was both quick and helpful - pretty rare qualities in the world of customer service, these days!

Really fantastic service from Adam at Waterstones Customer Support! Very patient and helpful and couldn’t recommend him more. Thank you for your efficiency.

Lorraine has been exceptional in helping with my query. This has been the best customer service I have received in a very long time so well done Waterstones and specially Lorraine

Very easy and quick communication problem fixed immediately

Alyssa from Waterstones customer service was so helpful when I couldn’t find my order number from my online Waterstones order. She was so friendly, patient and kind, didn’t make me feel silly for not knowing or remembering what I ordered! It made such a positive impact, I am usually made silly for making mistakes. Thank you so much Alyssa.

I spoke to Lisa regarding 2 of my orders arriving damaged.
Lisa was very understanding, helpful and quickly resolved the problem for me.

I made the mistake of pre ordering the same book on two different days. Once I realised I contacted Waterstones who said that the books had been posted and that when they arrived I could send one back, they sent me a link to a very helpful website which was easy to use and allowed me to print a return label.
Quick visit to the local Post Office (they even offered to collect) and job done, and it didn't cost me a penny even though it was my fault.
Absolutely outstanding service.
Well done Waterstones, you'll be my first choice in furure.