Waterstones Reviews 5,041

I love Waterstones and have always bought in store. I ordered some books online a few days ago, which was very easy. I hadn't received an order confirmation email, but after I contacted customer servi... See more

We are lucky enough to have 2 branches of Waterstones in Sheffield, always a treat to visit. Well informed staff if you’re looking for something special. In the city centre branch there’s a cafe upsta... See more

On the morning of Friday, 24th October, at about 10am, I ordered online 2 books: Something Wicked The Lives, Crimes and Deaths of the Pendle Witches by Carol Ann Lee and MrBallen Presents Strange... See more

I mistakenly thought I had a valid gift card - I was wrong, but Hayley V was excellent. I love Waterstones anyway, but Hayley personifies why it is still the best bookshop - they actually care about t... See more

I reached out to customer support after a delivery issue with my book. Georgina was kind and helpful and provided an immediate solution to my problem! I’ve ordered from Waterstones multiple times and... See more

I have been searching for a book for Christmas for my grandson and had really given up hope until I stepped into Waterstones, Hanley. What a wonderful refreshing change to be served by someone actual... See more

I rarely post reviews but I had the best customer service experience I’ve ever had today. James C from Waterstones Customer Support was phenomenal. My email was responded to in minutes, and the issue... See more

I ordered some books that they had to order in and most arrived quickly within specified time. One took slightly longer so I contacted customer services to ask for an update. Hayley V was brilliant, s... See more

Exceptional customer service. Had a package with Christmas gifts arrive without most of its contents and a note from royal mail apologising. Contacted Waterstones and after a few emails and pi... See more

Regularly buy in-store, but I won't order from them online again. Full priced hardback book arrived damaged, returned for a replacement, which also arrived damaged (albeit less so). Why there is no... See more

I posted Waterstones gift vouchers in the post , 1st class and signed for but they never arrived at their destination. As I’d noted the gift card numbers Waterstones put the balances on another card w... See more

I ordered a couple of books (for my mom, to give my daughter and her wife for Christmas ) and three rolls of wrapping paper for me ( and to tip over into free delivery!) . Today I received a triangula... See more

Contacted Waterstones after three week wait for books. Received reply within hours from Lisa in customer care, apologising for the delay and arranging to ship the books from stores and shipper direct... See more

I ordered a gift which I collected at harborne (which tbh honest was a bit naff - they were drumstick pencils… but if you tapped the pencils like a drumstick you’d break the lead and make them unusabl... See more

Amazing Customer Service. Thanks to Georgina a massive problem got completely resolved thanks to her and a birthday was saved. She made this entire situation bearable. From ordering back in augu... See more

My daughter and I were served by a lovely person called Gray. Who was exceptionally helpful and kind, my daughter is 11years old but reads Terry Pratchet. Gray said to be careful in the teen section a... See more

Hi, just a quick comment. I had an issue with a book I pre-ordered. It's a very popular series and unfortunately Waterstones is unable to get stock the last couple times. However whilst the ord... See more

I’ve spoken to Lisa today - had to change bank details on the order, and website/app didn’t let me. I hot through within a minute or two, Lisa was super helpful, changed my bank details and also follo... See more

Hayley V in your customer service team was absolutely outstanding! She went above and beyond to help me and even when the item was showing as missing from the warehouse did all she could to find an al... See more

I had somehow managed to pre order FIVE copies of the same book -which all arrived over 3days!! In a panic I called Customer Services and spoke to a lovely lady (lisa) who calmed everything down... See more

I waited 8 weeks for my pre-order (ordered back in August!). It finally arrived today completely damp, warped, and covered in BLACK AND GREEN MOLD. It is a legitimate health hazard. It seems there w... See more

Bought a pack of British Museum playing cards for £8.99 in Waterstones in Brighton - the packing indicated that the cards would be designed with Hokusai wood cut images. When we opened the box, it... See more

Visiting the physical shop yes, great every time. However online experience simply not good enough. I contacted them after I couldn’t make an event but paid for a signed copy of a book, they brushe... See more

I recently ordered a book from Waterstones after being gifted a voucher. The books were around £10 more expensive in total when compared to other retailers, which I wouldn't necessarily mind if the bo... See more

i bought 2 books that had coffee stains in them from the first floor. customer service was helpful and apparently they have coffee shop customers who take books from the shelves and browse whi... See more

Ann P Munday BH20 7HH I have paid Waterstones £73.96 Delivered by Royal Mail I received two 2026 Art Calendars and "THE SECRET PAINTER" and "The Artist" by LUCY STEPS It is highly unlikely and I s... See more

Racial profiling by the white female karen workers there. And false accusations when the nerdy women are staring at me. Maybe they're upset I don't buy any books there. Much better Cafe's out there as... See more

I went into Eastbourne Waterstones on Friday to look for a specific book & a browse I saw something that made me comment to 2 members of staff about it. They were both young girls.I felt awkward as... See more

My book was definitely packed up, except the cardboard was glued together to a point where you couldn't open it unless you used scissors. Probably super glue with the way that I physically had to rip... See more

I made an order recently and the book I received was defective (certain pages were missing and others were printed twice). Upon contacting Waterstones, I was pleasantly surprised with the quick and pl... See more

I do love the atmosphere during visits to Waterstones, I think there is nothing comparable to bookstores here in Germany. In nearly every store, and I know a lot meanwhile, the stuff is so friendly... See more

In order to fill up my relatively new bookshelf I ordered the first four in the series of Andrzej Sapkowski Witcher books! It was a big surprise when the package arrived and it was left open causing t... See more

I don’t often take the time to write reviews for good customer service, but truly exceptional service deserves to be acknowledged. Lisa from Waterstones has been one of the most efficient, reassuring,... See more

Attended a Waterstones event in Market Harborough last night ,what a gem ...amazing staff that helped me get a ticket ,well organised ,drinks available ,store open for book sales and all done with a c... See more

Waterstones are great at delivering items they personally have in stock. The disappointment here is when they advertise stock they claim they can get from "third party providers". They don't charge fo... See more

Hayley at Waterstones customer support is brilliant. I made a mistake with my email address on my account when ordering some books and I didn’t realise it was wrong until my pre order was due to be de... See more

I got a waterstones student plus card at my local shop but they typoed my email address and the account cannot be activated. I called the customer service twice to get it right. However, the lady who... See more

Small delay in receiving online order, customer services replied by email with all the tracking details in less than an hour, explaining why the delay happened. Amazing customer service at this time o... See more

Ordered a book at 8am 14th October. Website said it was in stock and dispatched within 1 to 2 days. I paid extra for 1st class shipping as I needed the book by 20th October for a birthday present... See more

Always a treat to either go to Waterstones or browse on its website. Every time I’ve had an inquiry, an issue or a request, I’ve found help in the ever so patient staff or the wonderful support team o... See more

I wasn't sure if I'd actually placed the order or not, and felt rather foolish. However, Danielle who I spoke to was quick to find my order and was very reassuring. So pleasant to be able to talk so... See more

I brought some books online which were poorly packaged and damaged during delivery. I'm getting quite fed up of inconveniently having to return items because companies like Waterstones want to save mo... See more

Unfortunately due to the royal mail delivering my parcel to the wrong address I did have to contact Waterstones customer support. tHey were very quick to answer the phone (which is nice to be able to... See more

Had an issue with a book not being shipped after the due dispatch date, waited a week longer than it said. Emailed customer support and a person named Andy responded and got the issue sorted the same... See more

I am back in Canada, but have been a customer of Waterstones since I lived in the UK years ago. Their selection is great and customer service is top notch. They really go above and beyond to help y... See more

Spoke to Lisa who handled my equiry. Excellent service from start to finish. Clear and concise instructions of the procedure and all timescales met comfortably. Lisa made the whole experience so e... See more

I have been a customer of Waterstones for so many years without any issues. I recently received a book I ordered that had some damage. Nothing major but it would have been awkward if I'd bought... See more