“I placed an order on line nearly 4 weeks ago. Order was acknowledged but since then - nothing. The progress shows that it has not left the store yet. I have sent emails via the 'help' system on the website but not received any reply. Poor service.”
“Ordered 2 jigsaws... one received the other has not been sent out although both were showing as in stock... I have been patient waiting but is neat a month on... no communication from Waterstones. I have sent 2 emails to them only to receive automated reply. Very poor service.. we are all experiencing difficulty with Covid19 but if so called reputable companies cannot
Cope with demand then dont operate by taking peoples orders then not sending out... lockdown will be over by the time and if I ever receive the item. Will not use Waterstones again. My advice avoid.”
“I recently had 2 orders - one for myself and the other sent to my daughter as a present. Both orders despatched and received within a week of ordering. came by Royal Mail and I was able to follow their progress thanks to an email from Waterstones which gave acces to PO tracking system. All very satisfactory.”
“Great customer service. I was picking up a few books and knickknacks for Christmas. I was helped by a wonderful member of staff at the Edinburgh Princes Street store. Couldn't be happier!”
“Pre-ordered a signed first edition book. When book was received it was not signed. Very disappointed as they now seem to have no signed books left (I ordered it 4 months ago), and I could have ordered it elsewhere. The unsigned book I can get for half the price from Amazon. Still not heard from them following my complaint and their phone line has an half-hour queue. Needless to say, it is the last time I will be using Waterstones online.”
“Friendly knowledgeable shop staff. Places to sit while trying out a book or books.
Often picking up something very different, (I am a Science Fiction addict!) But will often pick up a totally different genre becauce it has been put out on a table.
Plus free delivery to home store, no waiting in!
And the best loyalty card and stamp collecting!
On line is fine, but real book shops are best!”
“I ordered a book from Waterstones that was advertised as "usually available within 1 week". After 1 month I had to chase them whereupon they told me they couldn't get the book, they offered me no compensation or apology for wasting my time. Eventually I had to tell them that the book was still showing on their website as "usually available within 1 week". Subsequently I was able to acquire the same book without any trouble via another retailer.”
“Quick and easy 'Click and Collect' ordering process - handy to see if the nearest shop has stock available of the book I want to avoid a 'wasted' trip.”
“They've got a great loyalty scheme set up - both a stamp card for every £10 you spend and a plastic card to collect points otherwise. Great customer service aswell.”
“Staff are very friendly and helpful. If you are looking for a particular book, they will search it for you. Also it's just a really nice and calm atmosphere in the shop, itself.”
