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

written by 123456789098765432 on 23/12/2013

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 "completely dispatched" and I had been charged, instantly tried to call Waterstones, no customer services on the weekend, so sent an email expressing my disgust with the service. 30 minutes later, I received an email to tell me the item was not in stock and would not be delivered until after Christmas (This time now being too late to order elsewhere and receive, luckily I had already ordered it from elsewhere) I did managed to send an email to Waterstones requesting that my order be cancelled, just as I had selected online almost 2 weeks prior, and I have been informed that they have made a full refund, although 2 days later, I have still not seen the refund.
Unpleasant experience. There is such a variety of places available to purchase goods from, it seems Waterstones have got the mix between sale price and cutomer service horribly wrong. Pay less and expect poor service, or pay more and expect good service, not pay medium and have very poor service. SORT IT OUT WATERSTONES - Stop conning people to buy items you do not even have for sale.