“I have returned an item via their Freepost that was not as described (diary described as slimline but was bulky and poor quality ) and am still waiting for a refund.No acknowledgement bar the standard 'Do not reply to this e-mail' response.Disappointed and will not be using their on line service again.!”
“If, like us, you wish to order an Ecard gift to a relative overseas, you may as well forget about it! We have struggled for two hours with what must be the most convoluted online system we have ever encountered, with absolute NO SUCCESS! Absolute RUBBISH!”
“Ordered some books to collect from store a week ago and they’ve done nothing with my order. You’d think they would be able to get them to store within a couple of days. All other retailers manage to. To make matters worse they aren’t responding to my query. Awful, won’t be using again.”
“Bad customer service, well actually ZERO customer service. I've contacted them 5 times now by email as their phones are not in service and I haven't had a reply yet. Its been one month since I ordered my book and there is no sign of it.”
“Absolutely shocking service. Ordered a book in April and 6 months later they have still not fulfilled the order. They do not respond to my contact. How is this acceptable? I would never ever recommend anyone using waterstones.com”
“Very badly run company.No quality control.Most books are damaged in some way.Books bought online are usually damaged and have to be returned.When you return a book to your nearest branch they refund the money and put the book back on the shelf .”
“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.”
“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.”
“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.”
