Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

Whsmith Reviews

2.1 Rating 122 Reviews

23 %

of reviewers recommend Whsmith

Company Reviews

2.1

Based on 122 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

Read Whsmith Reviews

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.

Write Your review

Tell us how Whsmith made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“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

“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

“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 4 years ago

“Dont order anything online from this company! I ordered several items on the 9th December standard delivery and received an email a couple of days later to say they were on their way. When the order didn't arrive, I looked at order details in my account and it says they wont arrive until after Christmas! This was not mentioned when placing my order! So I tried to cancel but nothing has been confirmed. I have emailed them twice! No reply! No phone number for customer services or at all! I always thought WHSmith was a reputable company. Please don't waste time and money buying anything online from them. I'm so disappointed and annoyed as I want my money back and also a response to let me know what's happening!!!”

Posted 3 years ago

“How are these clowns still in business? I had a bad experience with them a couple of years ago, but then decided to give them the benefit of the doubt and order a D&D book (at around £30) from them, which was listed on their site as 'click and collect, next day'. A week later, after numerous emails to them (they are not taking calls or online chat) they have just ignored me. And now they have amended my online order, without contacting me, to 'click and collect, delivery AFTER Christmas'. How dare they. This is a Christmas gift, and they ought to realise that this could probably be the case. I have since noticed on other review sites that I am not lone and WH Smith has done exactly the same to many customers. Are they trying to set some sort of record for abysmal retailer of the year. Is it even legal to advertise goods for sale on next day delivery knowing full well that they can't deliver? I've cancelled my order online, although God only knows when they'll refund my money, and ordered from Waterstones. It's £5 dearer but I'll get delivery before Christmas. It's time these dinosaurs were put out to pasture and made room for a retailer who could actually honour their deliver what they promise.”

Posted 3 years ago

“I ordered 2 books in November for Xmas presents! It is now almost March, one book I have been told you can no longer get for me and the other is still on order after being promised it for December, then January, then February!! I will never order from WH Smith ever again, what a shambles!!”

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

“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

“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

“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

“You do not even deserve 1 star. I have been writing to your customer care department on a number of occasions since 23 September 2018. I complained about a faulty product that I was sold. You initially answered to apologise and told me you would solve the situation....but no nothing happened! I have tried to communicate with you approx 6-7 times via email since then, but apart from you automated response I Hear no moreEx . I have requested my complaint to be forwarded to management- but that gets ignored as well. Absolutely shocking customer services WHSmIth”

Posted 5 years ago

“I ordered a book (in stock) online on 01/07. I received an email saying it had been dispatched to store for collection on 04/07. 10 days later it was still not in store and having chased this over email it was apparently now in store. I picked up the book on 17/07, to then receive the email to say my book was in-store AFTER I had already collected it. Appallingly slow service. How can it take a delivery lorry 13 days to go from a depot to a main City Centre store. When I emailed Customer Services to chase the order, not a single word of acknowledgement or apology. Can't fault the staff in-store (even they acknowledged there have been many cases of very very slow online (in stock) orders being delivered to store).”

Posted 5 years ago

“Slow delivery, poor communication, censored review. No wonder WHSmiths is on the skids!”

Posted 5 years ago

“I had a terrible racist experience at the Royal Preston Hospital branch. The lady at customer service counter named Jackie, served all white customers who came after me and when they left, I started putting my things on the counter.she shouted with extreme arrogance and anger loudly these people came here. I am a doctor working in this Hospital”

Posted 2 months ago

“My order which I made 11 May still hasn’t been shipped. I’ve emailed three times but no reply. Order no. 19464213 Very poor service and communication Fran Townson”

Posted 10 months ago

“I have visited the WHS Hayes branch on 4 different occasions and have been very disappointed. There is a total disregard to customer service and customers are treated as vegetables. I stood in a que of more than 18 people and there was just one counter operating, whereas there are 5 counters available and always closed. The clerk at the counter was competing with the costumer with a game called " Let's see, can you stand longer OR can I work slower" whereas there was a blond haired Asian talking on the phone and walking in and out the doors past the waiting customer, Totally ignoring them and without a single word of apology for the delay. Laughing and giggling she spent 25 minutes on the phone and then disappeared. This happened on two occasions Next time take a packed lunch and a sleeping bag too, you never know things might get Worse”

Posted 1 year ago

“Using a self service till in store I was charged more for a credit card purchase than that shown on my receipt! No explanation but did refund when shown in store. Check your card receipt against your statement!”

Posted 1 year ago

“I f I could give this company no stars, I would. They have merged with the post office in Finchley Road and they are hopelessly inefficient. Recently I have stood in two queues waiting to conduct a simple transaction for over an hour with ONE person at the counter and a rude and ignorant "manager" who told me there was nothing he could do about it. I will never go into this place again, and the will buy items I was planning to purchase elsewhere. Please avoid this place if you can.”

Posted 1 year ago

«
1
2
»

Whsmith is rated 2.1 based on 122 reviews