Waterstones Reviews

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  • Quality of service

  • Layout of shop

  • Value For Money

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Latest Reviews

★☆☆☆☆

“Complete incompetence”

Written on: 21/09/2014 by Aliana467 (1 review written)

It's bad enough when the company processes your payment, assures you the book has been dispatched and it fails to show up, but the tracking system is shocking and it would seem that they deliberately make it difficult to contact them. This is my first, and last, encounter with Waterstones online. I will stick to Amazon in future… Read Full Review

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★☆☆☆☆

“Check prices first”

Written on: 05/09/2014 by Jaxon417 (1 review written)

Found a cookbook cheaper in the supermarket next door - wrote privately on Facebook to let them know. Was asked to email them which i did - only for customer services to patronise me and knock copy of the supermarket@ That made me cross. … Read Full Review

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★★★★★

“A Relaxed, Professional Environment that is a joy to...”

Written on: 29/07/2014 by Shopaholic666 (7 reviews written)

Waterstones is definitely my favourite book shop. As soon as you walk in you are greeted by the wonderful smell of freshly printed books, a smiling face on customer services that will bend over backwards to help you and a selection of books and small gift items to die for. As a avid reader, Waterstones has never failed me. They do their very best to stock as many books as possible offering a wide variety of choice for people of all ages and all genres sometimes with good deals on as… Read Full Review

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★☆☆☆☆

“Titles available , in stock”

Written on: 20/07/2014 by Rufusthedog10 (1 review written)

Asked assistant , for titles , conn igguldenn , quantum of plait , ( was corrected on the spelling of the tittle , fair enough in a book shop,)not in store but could be ordered from another one , David morrell , the fine art of murder , Russell Whitfield , the gladiatrix series , and jf Lewis ( vampire ) staked , revamped ... Didn't exist ......??… Read Full Review

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★★★★★

“Great Range of Books”

Written on: 07/05/2014 by JonPrice1 (1 review written)

I visited one of their stores recently during lunch break, and i was surprises of the books they had in stock, I bought a few novels that were only available online, so I don't have to wait anymore… Read Full Review

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★☆☆☆☆

“Waterstones! Never Again ”

Written on: 26/02/2014

Never again will I order on line or purchase books in store at Waterstones. Having received a gift token for Christmas, I ordered two books on line. 1 is showing as despatched but has still not been delivered 28 days later. The other I'm told is out of stock, and so I'm still waiting to see if that one will ever materialise. 5 days ago I contacted Waterstones customer services to log my concern, again by email, and other than automated reply have heard nothing. Having read other appalling… Read Full Review

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Snorbens's Comment

Written on: 03/03/2014

I ordered "Winter Solstice" 10th December 2013 as a Christmas gift. IIRC, the website suggested delivery would be around 6 days but it was not until February 2014 when I received an email to say the book had been despatched from the warehouse and would shortly be available at my local store. The onus is still on the customer to contact the local store to ensure it has arrived for collection. I was extremely dissatisfied with their service and will NEVER use Waterstones again.

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★☆☆☆☆

“Genuinely the worst online shopping experience EVER!!!”

Written on: 04/02/2014 by DHogg (1 review written)

DO NOT BUY ONLINE FROM WATERSTONES YOU HAVE BEEN WARNED!!! It only gets the one star, because I am not allowed to give ZERO or NEGATIVE scores. The site is clunky and slow. The search function is terrible. If you forget your password, it will take hours to get a link sent toi your e-mail address. If you send an e-mail to them, you will get an immediate acknowledgement, but then you won't hear any more. I can't get the site to distinguish between billing address and delivery address. I… Read Full Review

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★★☆☆☆

“Not all books delivered for Christmas”

Written on: 24/12/2013 by MissusP (1 review written)

We tried to do the right thing this year and not order books from Amazon. Big mistake. I ordered five books on Dec 7 from Waterstones online. A week later we received an email saying that two of the books weren't in their warehouse and they'd have to find them from one of their stores. We have a local store, so this shouldn't have been a problem, especially since the books were current titles that I saw plenty of when we were there. It took a week for them to deliver the three books they did… Read Full Review

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★☆☆☆☆

“Christmas Present Out of Stock - Cancelled & Still Charged”

Written on: 23/12/2013 by 123456789098765432 (1 review written)

What an awful online company, offering poor feedback to customers, and very bad information. I ordered a book, which was not clearly labelled as "out of stock" The order page made me think all was good, until a few days later when I realized I hadn't had any communication about my order. Went to my online account to find the item was out of stock so selected the option to cancel my order. Purchased the product from elsewhere, a week later received an email telling me the book had been… Read Full Review

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★☆☆☆☆

“TERRIBLE WEB SITE”

Written on: 03/12/2013

Had a gift voucher for £10. Bought 3 books online (£26) all of which stated "Free postage". Went to pay and saw that £4 postage had been added. Still went ahead with purchase, thought I would ring them and sort it out later. Entered gift voucher details but was told that the card was not acceptable. And I was left hanging in the air. There is little wonder that Amazon beats them hands down… Read Full Review

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★☆☆☆☆

“Waterstones, Once Bitten, Twice Shy!”

Written on: 15/10/2013 by Tonyholbury (1 review written)

I ordered two books on line, 'The Hitch-hikers Guide to the Galaxy' and 'The Quick Red Fox' the latter was not available and I got the message that the system was waiting for an order, after two months I checked with customer services and it turns out its 'out of print' and they cancelled the order, now the trouble starts... I forgot my password, done this before simple thing reset the password but I did not reckon on the e-site. I sent a password reset request and got a link sent to my e-mail… Read Full Review

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★☆☆☆☆

“Atrocious order tracking - an incompetent e-business”

Written on: 20/06/2013

Thought I'd throw a bit of business in Waterstones' direction - an online order with quoted expected delivery time of 7-10 days. 5 days later, I received an automated message to notify me that the book was out of stock and would be ordered in from their supplier. Either I am to believe that Waterstones are so incompetent that it takes them 5 days to figure out if a book is in their warehouse (which is something any e-business that manages stock should know within hours if not instantly), or… Read Full Review

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★☆☆☆☆

“very poor service”

Written on: 22/05/2013

Took the time to order a book into a store for £6 more than I would have had to pay on Amazon, since I felt I should support physical bookshops in general. The book took two whole weeks to get from Waterstones distribution centre to the shop in question. So basically they could have ordered one from Amazon, had it delivered to the store, and sold it on to me at a profit. In fact they could have waited a week, done that, and still been quicker. I understand that Waterstones prices are higher… Read Full Review

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★☆☆☆☆

“hopeless customer service - dont order online”

Written on: 22/03/2013 by buckleylb (1 review written)

I ordered online last night. Problem with website and order duplicated. Sent email right way. Today midday email saying too late, order dispatched. Rang up and was told it couldn't be cancelled and I could return them. Queried if I would be charged 2 sets of postage, customer service said they didn't know and I would have to ring back again! I now also have to make time in my busy week to go to a post office. This is bad enough but an hour later saying that one of the orders wasn't complete. I… Read Full Review

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★☆☆☆☆

“Online ordering - RUBBISH !!”

Written on: 18/02/2013

Ordered a stocking filler book for my daughter 15 days ago - when i ordered the item was available on a 7-10 day dispatch. I have been tracking the parcel over the last week and noticed that the order was still saying " being processed". I today rang waterstones to see where the book was - I was informed that it has now been put on another 7-10 days wait meaning it won't arrive till after christmas ! If I had been told this at the start I could have ordered else where. First and last time… Read Full Review

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★★★☆☆

“Waterstones need to lower their book prices”

Written on: 13/01/2013 by jan2013new (13 reviews written)

I have a feeling that Waterstones may run out of business like so many other book shops because their prices are far too expensive. Amazon is their main competitor and so Waterstones need to reduce their prices to stay in business… Read Full Review

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★☆☆☆☆

“Extremely Slow Processing and Delivery”

Written on: 23/12/2012

The processing of orders is extremely slow. I ordered several expensive law books from them and it took them such a long time to process and deliver. Never again. I should have ordered through Amazon… Read Full Review

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★★☆☆☆

“What price loyalty?”

Written on: 17/12/2012

Lost my loyalty card but thought worthy of getting a replacement after purchasing a Kindle Fire from them - 3 points for every £1 and I felt good about supporting my local High Street stores. I was given a telephone number to ring, as surprise surprise they can't do it instore, but when I called the number, I just got a message to press 1 for loyalty card, 2 for customer service. I pressed 1, but no other info given, just awful music and no idea how far down or up in the queue I was. After 8… Read Full Review

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★☆☆☆☆

“Book never arrived!”

Written on: 08/09/2012 by Tallfella (1 review written)

Orderered a book that has not turned up after 3 months!!!. Admittedly it's not a run of the mill book but why say you can get it if you can't… Read Full Review

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★☆☆☆☆

“incredibly slow delievry”

Written on: 16/08/2012 by sahibamajeed (1 review written)

i am so disappointed as i ordered a book in July for a friend. it was meant to be her birthday present. it has now been a whole month and i still haven't recieved my book. i looked at the status and it said that the book had been shipped and will be given to me within the next 10 days. it has been 3 weeks since i had recieved that message and there is still no sign of the book. i wouldnt reccomend this to anyone. very poor service. very disapointed… Read Full Review

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