Waterstones Reviews 

I had made a mistake with an order and ordered a product twice and Lisa at Waterstones Customer Support was able to deal with this very promptly and efficiently and I had a refund in the pipeline within half an hour plus a confirmation email that the problem had been dealt with. Very good support from Waterstones Customer Support Team.

Amazing customer service by Lisa!

Superb support from Lorraine with my Waterstones plus card!

After a tracking mixup, I was anxiously awaiting my book and Alyssa was so gracious in helping me find my shipment and kept in touch until it arrived. She made this book lover feel supported! Thank you Alyssa!

Excellent customer service from Alyssa

Communication was great, really helpful and polite. Very friendly!

Excellent customer service by Alyssa.
I contacted to ask for help with a refund and Alyssa was extremely helpful- responded immediately and provided step by step instructions. Refunded immediately also. Fantastic service - thank you!

Hayley V was helpful, professional and a pleasure to speak with. She’s a credit to Waterstones.

I love ordering books from Waterstones and popping into the shops. Books are always of great quality and the staff are very friendly, plus their reward scheme is great!

I love ordering specific books from Waterstones, the UK covers are some of the best. I specifically ordered the full set of Brandon Sanderson's Skyward series. All of them got delivered with no issues except the first book, Skyward. You wouldn't notice unless it is opened, but the title pages were glued underneath the inside cover, it ended up fully ripping the tops of the first few pages when pulled apart. This probably happened when the book was made, no fault of Waterstones. But upon sending in my damage request with pictures, the CSR (Alyssa) helped me immediately and apologized. A replacement book was sent out ASAP. Excellent customer service. All of my experiences with Waterstones have been wonderful! And shipping is always fast!

They were great sorting out the problem I had very fast response from them great customer service can’t ask for better service

Customer Service - Lisa, in my case - very helpful and pleasant.

Had a great customer service experience.
Lisa was quick to help when i forgot to input my payment information which ensured i got my very sought after book that i got in the presale :)

Excellent service due to due to my own error Waterstone sorted the problem efficiently and well executed

Tom from Richmond was truly wonderful when I visited Waterstones Richmond today, just five minutes before closing time. I had come into the store at the very end of the day, and I completely understood that the team would have been preparing to close after a long working day. In that situation, many people might understandably have been focused on closing the shop and gently rushing customers towards the exit. However, Tom did the complete opposite. I was looking for a particular book, but I could not find it, and because it was so late, I felt awkward asking properly for help. I was almost talking to myself about the book rather than clearly asking anyone, as I did not want to be a burden so close to closing time. Tom overheard me, noticed what I was looking for, and immediately took the initiative to help.

He went out of his way to search for the book across the different sections where it could possibly have been, and he did so with such kindness, patience, and genuine enthusiasm. He eventually found the book and brought it to me, making me feel welcomed rather than inconvenient. I had not planned to spend any money that day, but Tom’s warmth, honesty, and high standard of customer service completely changed my mind. Because of his support, I decided to buy the book, and as it was part of a “buy one, get one half price” offer, I ended up buying two books instead of one. What started as no purchase at all became two purchases simply because Tom cared enough to help. His genuine kindness really brightened my evening, and I left the store feeling grateful. Thank you, Tom, for such thoughtful and excellent customer service. I will definitely come back to Waterstones Richmond and hope to see him again.

Great customer service, really quick to answer with very clear answers.

Always super friendly and helpful staff.
I emailed Waterstones support and again they were really helpful and got back near enough straight away. So lovely.

The best bookshop! Great selection of books, great staff in store and online experience is great too. The Customer Service Team is tops, fast response, lovely service.

Still waiting for a copy of a book I ordered a month ago, in your Carlisle store. My husband has been in to the Branch who again reassured him that I would be contacted by email as soon as it comes in. that was a fortnight ago, still waiting.