“Id put a 0 star. I went to hemel Hempstead store today with my two old daughter and 4 year old austic son he was wearing his green sunflower lanyard. I go to waterstone alot as my children love books but today was horrible. As soon as i walked in i was being watched like a hawk ( the store wasnt busy but there where other people in store) i was showing my children the soft toys my daughter took a liking to three dinosaurs (which i DID intend on buying) because my daughter is little she kept dropping one of the dinosaurs instead of asking me if we wanted it they where taken away from my now crying child. We moved on to the books before i could touch a book one of the employees was standing right next to me which made me feel extremely uncomfortable. I understand they have to keep the work space tidy but my children where excited and i would have and did clean up after them but all they did was take our books away in the end the other lady came over and very rudely asked me if i was buying the toys and books i had hold of if not put them back. I was shocked in the end i put everything back as they where rude treat me like a criminal was made to feel like scum. No one else in the store was treat like that. I had about £140 worth of goods I wanted to buy but after that customer service I didnt want it. I asked them for there names Maria and Donna and left the shop with two crying children I hope these two employees get disciplined as an apology isnt going to be good enough.”
“Popped in to my local branch to buy a book and a card. The branch was busy and looked interesting.
I was however shocked that the woman who served me was wearing a Palestinian Flag badge.”
“Online order, not dispatched, tried to contact after 10working days but impossible to speak to someone and their online contact does not reply despite several email requests. Will not be using again.”
“Given a Waterstones voucher as a birthday gift. Their system will not accept it for an online purchase. Visited a store today where I was told their till system was down and I could not use their card. Hopeless. Similar happened with a Christmas gift. The review score here looks acceptable but that averages all reviews. Over the last three years only three reviews have scored higher than one star (and one of those is only two stars).”
“My book was publish on 26th January 23 placed on all various websites my gripe is most of the website only publish images of your book but no synopsis and for me a synopsis sells a book. Apparently Olympia publishers have responded back that is down to the wholesaler. Waterstones have done one better no synopsis and no image of my book even I wouldn't be purchase a book without any information let alone no image. Olympia agreed there should at least be an image of my book cover and have contacted Waterstones who in return are in no hurry whatsoever regarding my book. (and Olympia are also in no hurry in pursuing this on my behalf unless I keep on badgering them. I shouldn't be the one chasing!) As they (Waterstones) are more interested in more well known authors who have war and peace etched with their synopsis giving it all the stars and spangles when it will sell without any synopsis. and also my book isn't actually on any shelves of any bookstores. I'm not looking for a best seller but do feel left out when well know authors are giving a platform which is all and and good but I do think, wholesalers, publishers, bookstores should equally give new authors a chance also.”
“I Ordered and paid for a book in July . I Still have not received it in November Automated reply to my emails blaming the move to a new warehouse.
Will never use Waterstones again .”
“I went to the Plymouth store to get a signed copy of Kim Sherwoods Double Or Nothing. The girl behind the counter opened the book fully and started to look through it. I was shocked and annoyed because I had chosen the best copy. Books are for reading and COLLECTING. Awful understanding about needs of the customer.”
“1. They don't allow you to edit your address, which is crazy if you preorder a book, because then you're not allowed to make life choices like move in the 10 months that you are waiting for it if you want to receive the book. 2. It's September, and I have been waiting since June for an exclusive signed edition for a book I preordered in May. Since June, anytime I ask about when it will be delivered, I get a templated email saying deliveries are delayed, but if I ask for more information, I just get sent that email again (or ignored) even though I see online that most people have received their copy months ago. I am supposed to get a different exclusive signed book this month that I have been excited for since February when I preordered it, but I am seriously doubting I will get it.
TL;DR Waterstones is very unorganized and has terrible communication/customer service skills.”
“I live in the US and pre-ordered a SIGNED copy of Good Pop Bad Pop. It is *literally* IMPOSSIBLE that I would pre-order an unsigned book SEVEN MONTHS ago.
WELL, they sent me an UNSIGNED edition. On Jarvis Cocker's actual IG post, he states that it's a signed copy available for pre-order. NOTE: The copy that JARVIS COCKER shows DOES NOT HAVE THE BLACK SIGNED BOX IN THE UPPER CORNER EITHER. He STATES IN HIS POST, and I quote: "There's a link here if you'd like to pre-order a SIGNED COPY. " There WAS NO pre-order for an unsigned copy.
May I ALSO ADD that Waterstones OWN TWITTER ACCOUNT sent this tweet, showing that pre-ordered books WERE SIGNED, AND THE LINK.... goes directly to SIGNED COPIES OF THE BOOK, the very link I used to purchase the books. And FUNNILY ENOUGH, it's on the SAME DAY that I PLACED THE PRE-ORDER. Are you telling me AGAIN that I'm mistaken??? Might I further point out that I ordered the books at 7:28am, only an hour and a half after the Waterstones tweet?
If they buggered it up and no longer had the signed books, I would have appreciated an email stating so, not the indignant reaction of telling me that I am LYING and didn't buy the SIGNED edition. Adding insult to injury is the fact that one of my books arrived crushed and the spine and pages were WET, and starting to mould.
I ended up ordering two more SIGNED COPIES of the book from Abebooks.com, which were more expensive (because they weren't pre ordered for £20/each) BUT SIGNED and packed WELL. They didn't even want to refund me for wet, damaged book until I opened a PayPal case against them!
NEVER AGAIN will I order from Waterstones.”
“Only received one of the two books, while paid for two and also for customs. Then after calling the customer service, I have been asked to send an e-mail with my questions why I haven't received my complete order. He could not inform me by phone. What a poor service!”
“Maybe if your prices weren’t so ridiculous I’d continue to shop with you.
As a family we read a variety of books from all genres and also
Play D&D.
We happen to notice on average your prices are above and beyond your competitors, and more specifically we noticed the D&D handbooks are almost double the price compare to almost everyother retailer.
Same thing HMV used to do and their now almost a shop of memory in every high street. And afte talking to your staff it looks
Like this is where Waterstones is heading also”
“Been ordered books since the start off the lockdown from Waterstones, love the ease and speed in delivery plus the fact you get points for every purchase just sway me away from using Amazon. I love supporting the smaller companies!”
“I wanted a quick turnaround gift for my Nephew so opted for an e-gift card. However, Waterstones uses a third party company that only issue them from Monday to Friday!! Yes, you heard me - An e-voucher which can take up to three days to arrive. Archaic springs to mind! I missed my Nephews birthday as I also had to wait for them to make a refund and then had to resort to purchasing a gift card from Amazon. I had no apology from Waterstones - just a confirmation that they'd refunded me back. Dreadful service.”
“Ordered a book for a birthday present in Feb 2021.Was informed delivery 2 to 4 days which I paid for.Had read due to Covid delivery was a bit slower.Allowed myself 7days.Two weeks later I still have no book or any communication from Waterstones. Have emailed them 3 times. Will NEVER use them again.”
