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Whsmith Reviews

2.1 Rating 123 Reviews

23 %

of reviewers recommend Whsmith

Company Reviews

2.1

Based on 123 reviews


Shipping & Delivery
Delivery Methods	Postal Service, Own Driver
Average Delivery Time	Over A Month
On-time Delivery	Greater than 12%
Accurate And Undamaged Orders	Greater than 72%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week

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About Whsmith:

Online at WHSmith.co.uk, customers order from over 2 million books plus thousands of magazines gift packs, stationery products, gifts, toys and games.. With over 550 stores on the high street and 490 stores at airports, train stations, hospitals and motorway services, WHSmith is one of the UKs leading retail groups and a household name.

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Whsmith 1 star review on 13th December 2021

Whsmith 1 star review on 13th December 2021

Whsmith 1 star review on 14th October 2021

DESISLAVA DIMITROVA

Whsmith 1 star review on 14th October 2021

DESISLAVA DIMITROVA

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought a folio with a refill paper pad. Cost £17. Went to buy a refill pad for it. Nowhere sells them - including WH Smith who sell the folio?! £17 folio now completely redundant after 2 months use.”

Posted 4 years ago

“Ordered books online. Books never received. Their system for tracking orders is not working. Apparently their system for tracking refunds is also not working. They claim they refunded me for the books they never sent. But they didn't. Just took my money!”

Posted 4 years ago

“Don't ever order anything from WHSmith online - absolutely no customer service. Have tried calling them twice to chase an order placed on 2 Dec wanted before Christmas, just got their hold music, then after 25 mins, they cut me off. Have tried e mailing 3 times too but not even an acknowledgement. They are quick enough to take my credit card payment however.”

Posted 4 years ago

“Tried for over 1 hour to speak to someone to order a couple of items. The same with most company's they say they are busy and someone should be with me soon. 2 hours later still can't get a answer, waste of time. Won't try to order from them again.”

Posted 4 years ago

“Placed an online order for 5 items on 04/12/19 for store collection. Thought this would be more reliable than delivery.. Had an email on 09/12/19 staying 4 items were ready for collection, great! Went into store to collect on my lunch break, a member of staff rang upstairs for someone to bring down my order... 10 mins later still nothing... 20 mins later they say they can’t find my order and a staff member offers to walk me around the store and pick out the items I ordered instead. 5 mins later my package is finally found, a bit dusty, but I really didn’t care at the is point. 15 days after my original order date I’m wondering why I haven’t received my 5th item (the most important) I call the number recommended, 20 mins later on hold I hang up as I have to get back to work, ring again.. 25 mins on hold and have to hang up again, next day try again, finally get answered 21 mins in. On querying my final item, I get told it’s out of stock at the publisher and they don’t know when it will be back in stock yet! No e-mail telling me this, no apology from the customer service number I rang, I just have to wait apparently, very poor. The only good thing about this ordeal (which gave the 2nd star) was the customer service in WHSmith Salisbury, all staff I dealt with were polite, apologetic and clearly concerned about how long I was waiting in store. A simple email apologising would have been enough, I really didn’t expect this from WHSmith of all places, I ordered the product here as I thought i wouldn’t have to worry. I wish I’d read the reviews as well”

Posted 4 years ago

“Ordered a book online. It says in stock. When phoned, waited for over 20 min before someone answered with no apologies for the wait.😡 Got told the book is from US, you should have known!, it will be shipped in another 3 weeks! No indication on the website to say that it will take this long. 😡”

Posted 4 years ago

“WHSmith... worst place to get books online, I placed an order 20 days back and since then I was following up with their customer service. First they confirmed that they would process a refund and very next day I received an email stating order has been processed and it cannot be canceled. It’s been 20 days since then, I haven’t received a book or a refund and their customer service do not reply to emails or calls either.”

Posted 4 years ago

“BARRY BRANCH. Now THAT was surprising! I have been in so many W H Smith branches that seem tired and cluttered, but last week was a REVELATION! I called in to the Barry branch and wa struck by how clean, tidy and pleasant it is. Stock was nicely displayed, but the best part was the pleasant welcome from the staff. FULL MARKS TO THE BARRY STAFF. Now, W H Smith, This is how all of your branches should look.”

Posted 4 years ago

“Made 2 orders for over £20 and £5 discount advertised was not taken off. Tried calling customer service constantly without success. Have sent several emails, all unanswered! Really poor service.”

Posted 4 years ago

“Went into the WHSmith on the m4 services .. they were offering a £3.99 meal deal at lunch time consisting of a sandwich.a drink and a pack of crisps... poorly displayed unclear pricing resulted in three meals actually costing £17.50 .. with the assistant repeatedly saying this isn't in the deal ... Clarity of pricing and transparity of what's in the deal is required . Grrr”

Posted 4 years ago

“Ordered 3 cds on Sunday they arrived on Tuesday , no problem, would order again”

Posted 4 years ago

“I ordered a book which was due to be delivered in 2-3 days. After this time passed I sent an email and was told delivery would be in 2-3 days. The book still did not arrive ten days after the ordered was placed, so I sent a further email. The result being my order was cancelled as it was lost in transit. If I still want the book I must place another order, one would expect they would first explain the delay as lost in transit and offer either to resend or offer a refund. I will not use this company again. Good news is I placed an order with someone else and save nearly £9..00 on the book. so in the end WH Smith did me a service.”

Posted 4 years ago

“Seem to be incapable of fulfilling online orders competently. When collecting in store staff in Halesowen store are rude and in desperate need of customer service training. Items missing from the order for the 2nd time. Customer services are incapable of dealing with complaints and resolving issues. Negative experience all round. Will never shop with them again.”

Posted 5 years ago

“I've ordered before, and the condition of books has been okay though far from mint. My last order of 3, each book was in an unacceptable state. Bits of the cover on each one was torn off, and the side of one book was torn in the middle about 2 inches while still being attached fine and the binding being fine, the innards being fine (no idea how). On their site they have one paragraph referring to online orders, basically 'send it to Norwich' and f that, no way am I sending goods miles away. I returned them to my local store for a refund. Support took too long to respond through email, sent them a message on Thursday and I returned my order this Monday afternoon, which was then they responded. In store they were kind and helpful. The support said I should take them to my local store. At least the staff seem okay. Taking my business elsewhere.”

Posted 5 years ago

“If you are looking for blotting paper don't go to wh smiths. I got some today. I may as well have used a concrete hen. Their blotting paper is waterproof. What a waste of money. Never mind I will take it back for a refund.”

Posted 5 years ago

“i went into town (worksop) this morning into WHSmith on a very cold day -2 outside and ended up leaving as was so cold in shop and when i asked the staff they told me heating is broke on 1 side of shop poor girls working in that cold is against law also needs fixing ASAP its so wrong to work in that its disgusting working in this temperate”

Posted 5 years ago

“Ordered a simple pack of labels & they sent me a "Do it yourself" Last Will & Testament Law Pack! After 2 weeks received the labels but on my back account it had taken out £47.44 in 5 separate transactions & paid in £35.96 in 7 separate transactions - I kid you not, it's like dealing with the third world”

Posted 5 years ago

“I think your staff at the Weston Favel store need to be selected to attend a customer service seminar.”

Posted 5 years ago

“Ordered book for delivery to shop which was delivered quickly. Shame about the problem of getting the book in the shop as there was no information about where to collect the book from. Obvious choice is book counter, the book department being unmanned !!, so eventually went to main shop checkout and found they have the items delivered directly to store adjacent to main checkout tills.”

Posted 5 years ago

“I purchased a beautiful children's encyclopedia for my granddaughter as 1 of her Christmas presents front cover now ruined by a sticker stuck on front of book and left it all marked”

Posted 5 years ago

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Whsmith is rated 2.1 based on 123 reviews