Waterstones Bewertungen 5’176

So happy that the local shop has been reopened. It is smaller than it used to be, however it is great nevertheless. We love their shops. It is however difficult to find Sale Assistants to provide help especially in the shops in Central London. This is something that needs to be improved please.

Having been told my birthday gift voucher wasn’t valid when I visited a local branch of Waterstones I contacted Cecilia in Customer Services who could not have been more helpful. She replied promptly, confirmed my voucher was indeed valid, and advised me what to do should the same thing happen again at the till point. Her warm and friendly manner made her a delight to deal with, and I subsequently made a successful purchase.

Very helpful Lisa at customer support.

I cannot rate Waterstones Customer Service highly enough. Lisa replied to my email very quickly and sorted out my problem straightaway. Thank you.

I had trouble signing in, but customer service responded quickly and was friendly, attentive, and genuinely engaged in resolving the issue. Thank you to Cecilia for the excellent support!

I had some issues with the payment for my order and a lady called Lisa helped me through the entire process and she was the utmost helpful and couldn’t have been nicer

Excellent customer service, Barry is especially helpful,many thanks!

A big shoutout to Lisa from Waterstones Customers Support. After receiving a copy that due to a printing error wasn't singed. Lisa made sure i received a new copy (in perfect condition) which arrived within a week (overseas). So thank you!

There is a book in your shop from a author Steve Delano garcia called edge of abyss how can the author write a book like this when for years he has abused women one of his ex partners he still emotionaly calls her every day including threatening her and her partner.. disgraceful that a book can be put in your store the author also has police records of abuse to women.
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I had a swift response from Lisa to a query I had made about the pricing on a book. She gave me the reasons for the overcharging and how I could get a refund. As I had expected to wait for a few days for a response I was pleasantly surprised.

Gift vouchers take up to 45 mins to arrive, which is frustrating given they're something you often have to buy last-minute. Now I'm sitting here refreshing my email, while the online order just says "awaiting fulfillment". There is absolutely no reason why this shouldn't be instant. Next time I'll just get an Amazon voucher as they arrive right away.

Thanks so much to Lisa in the Customer Support Service for all her advice and action when my delivery went missing. Love Waterstones and always will, thank you Lisa!

My husband picked up a book he wanted in the Stoke-on-Trent store for a bargain £3. We bought a few others, but it wasn't until we got home we realised we had been charged the full price of £12.99 for it. We emailed Waterstones customer service that evening and first thing the next day we had an email from Alyssa who helped us resolve this problem very quickly and easily. These things happen and it was a pleasure to have the cost put back onto our Plus card within minutes of the email reply. Thank you Alyssa!

Brilliant choice of books and I love their events too.

Danielle helped me with my Waterstones plus membership today. Super attentive, friendly and helpful. Resolved my log in issues very quickly. Great customer service! Thank you Danielle.

Preordered a book that unfortunately arrived damaged, however spoke with Adam who was very helpful. He helped me organise sending it back and replace it with a new copy. Very happy with the service!

I order an e-gift card with the wrong email address and Cecilia from customer service resolved the next day for me.
Super helpful, swift, easy and kind.
Big thanks to her for her help

Just to say a big thank you to Lisa at Waterstones customer support. She was very aimable and helpful and also solved the problem I had with the website.

Lisa in the customer service team was incredibly helpful & dealt with my query so quickly to a very high standard. She had a great manner on the phone & her email response was spot on. Really great service, thank you :)

Ordered 4x books online. When they arrived, packaging had burst open - 1 book was missing and the other 3 books were damaged to a point where they were no longer giftable.

The packaging seemed inadequate (too small for 4 books and no protection for the books) - which is probably why the parcel burst open. Subsequently ordered from a different bookseller - which bubble-wrapped the books in a box marked fragile, which was much better!

They helpfully refunded the 3 returned books - however their policy in this situation made life difficult to get a refund for the missing book. Ultimately, for the sake of £7, I can't be bothered to jump through the hoops of contacting Royal Mail as suggested by the Waterstones customer service - especially as it's likely Waterstones' fault for the poor packaging.

NOTE that the individual customer service agent that got in touch via email was pleasant and helpful, and I appreciated the proactive communication!