waterstones review

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Average Ratings

Quality of service	4.2/10
Layout of shop	5.5/10
Value for Money	4/10
Reviewer Rating	3.9/10
Overall Rating	3.6/10

33% Recommended3 out of 9 Reviews

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By schroedie on 8th Jan 2008

schroedie's Ratings

Goods purchased & cost	Books £45
Quality of service	0/10
Layout of shop	8/10
Value for money	0/10
Overall value	0/10
schroedie's recommendation

Good Points

None

Bad Points

The service.

General Comments

I ordered 8 books from Waterstones online towards the end of November as Christmas presents: the money was taken from my account on November 30 (before the books were despatched). Five were allegedly sent early in December and I was then told the other three would be delivered in seven weeks - so I cancelled those. The other five never arrived - I phoned on December 17 and was told there'd been an attempt to deliver them, a card had been left and they'd be at my local sorting office. I had no card but I rang the sorting office who had no parcel for me and wondered how the firm knew a card had been left. Since then I've emailed three times and received no reply, written to head office (no reply) and rung twice more: the last time I spoke to a girl who offered to resend the books or refund the money - I took the money. It's back in my account today, over 40 days since it was taken out by Waterstones. This is appalling, and their lack of communication made it worse!

I like the shops but found the online service abysmal. Fortunately Amazon were able to supply everything in the few days left before Christmas, and even refunded the special delivery postage as their books didn't arrive on the day specified. Waterstones didn't answer my emails, letter or phone calls, and offered no compensation for this dire affair. I won't be shopping with Waterstones again.

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