Avis - Waterstones

Avis - Waterstones

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Waterstones are a first-class bookseller with dedicated customer service.

I have used Waterstones' online ordering service for quite some while now and they have always fulfilled my orders without any problems. I particularly like the layout of their website and their huge selection of books and other items available to purchase. Their delivery service is absolutely excellent and very speedy indeed. I also like being able to pre-order books by my favourite authors and usually receive my pre-ordered books a day or two after they become available to the public. They package the books very well indeed and their free delivery is very attractive. I will continue using Waterstones and would recommend them to anyone.
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Worst on-line experience ever.

I ordered two books in the first week in March, with a gift voucher to the value of £50.
The books were showing AVAILABLE on line. The order was taken and payment processed. For the next month I received emails telling me they were still trying to obtain the books. That is strange, seeing that they were advertised as available.
At the end of the month I received a curt email telling me that they actually could not obtain them and that my order had been cancelled. Throughout the month I sent a couple of emails but never received a reply. On receiving the news of cancellation, I emailed again and have never received the common courtesy of a reply. That is the rock bottom where customer service is concerned and shows a policy of ignorance and arrogance.
I might add that this is not the first time I have tried to obtain books from Waterstones that actually don't seem to exist, so why on earth show them as obtainable.
As far as I am concerned, Waterstones can,t be trusted and should not be doing business. I will stick to Amazon in the future, as they have never ever let me down.
Disgusted !
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can't beat it! great service

I ordered my books on Tuesday, as I didn't want to wait very long for them I paid the extra £3.30 for 1st class. I received an email on Wednesday to say they had been despatched and arrived as said on Thursday! I didnt mind paying the extra as buying the books online are cheaper then buying them in the shop! Deffo recommend paying the extra for p&p! Brilliant
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Worst book shop in England

I don't know about all waterstones stores the one in birkenhead customer service is absolutely horrendous and I know few people experienced the same the staff and the manager specially they've got no respect for there customers I've seen countless arguments in there because there's a costa coffe in there and there keep givin dirty to looks to people i don't go there no more I've got nothing against anyone but that manager in there if I was waterstones I would never employed anyone like that
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Why shop at Waterstones ?

I try to patronise high street shops as a rule, but why bother with Waterstones (Ipswich) when their prices are not competitive and their staff have an indifference to customer service. Bought two Jeffery Archer paperbacks (Clifton Chronicles 1 and 2) paid £7.99 each - should have bought them from Amazon at £3.85 each with free 24hours delivery. Won't happen again !!

Ray Broome

rnbroome@hotmail.com
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Good selection of books and quick delivery

The range of books available on the website is great, and the reviews of the books are informative. Delivery arrived on time and in perfect condition.
A little more expensive than some other online companies when it comes to the latest best sellers, but very competitive when it comes to classics and books that have been in print a while.
For me, internet book shopping can never replace the pleasure of browsing a bookstore, but Waterstones manage to transfer some of that in store experience to their website.
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Abysmal delivery service

Waterstones invite you to write a review after ordering from them, but are selective in what they publish on their website. I couldn't find the review I wrote for "The Forgotten Highlander" - here's the one I submitted for "Winter Solstice":
"I ordered this 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. Extremely poor service, very dissatisfied, will NEVER use Waterstones again."
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Steer Clear

I ordered a book from Waterstones for £12.99 on 3rd of January. Also had to pay an extra £7.50 for delivery. Got an email on 6th of January to say it was on its way. Book never came. I emailed on the 6th of February to report the book as a missing item. It took two weeks for Waterstones to reply, on the 19th of February, in which they informed me they were investigating it and would get back to me.. It is now the 27th of February and still no word back. I needed the book 2 months ago for college and have since had to buy it elsewhere, so if it ever does arrive I will have no use for it. Dreadful service.
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A dinosaur company

Ordered a book online. After 12 days they emailed to say they didn't have it and would need to order it from their supplier. This company seems to live in the dark ages. Why would it take TWELVE DAYS before they even start to inform me of a 'delay'.

Dinosaur companies who behave like this have no right to exist in the modern world and I sincerely hope they rapidly head towards extinction in Darwinian fashion.
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The worst customer service I have ever recieved!!

I used the collect and reserve service offered by Waterstones to order two books back on 21st November 2013 and managed to pay for them even though I have subsequently found out since they are out of stock. I received no notification about where my order had got to until I called Waterstones customer services and spent over 40 mins on hold until I finally spoke to someone. I have still not recieved either book even though they told me I would have the books by 16/01/14.
Appalling !!!!
Do not use this service and please dissuade everyone one else fro using it.
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Zero customer service, can't actually spend gift cards

A relative of mine insists on buying me gift cards from this appalling company. I would never shop there by choice because of their high prices. There's nothing in the local store that I want to buy but it's okay because I can shop online, right? Wrong.

Waterstones have my relative's money, £20 in total. Unfortunately the £20 is in now in the form of two £10 gift cards. I went to the website and identified books I wanted. The website is shocking, half the entries don't even have a photograph of the product. I had to go to Amazon to find information on several of the products. Hardly a great marketing ploy from Waterstones, is it?

Having spent some time choosing what I was going to buy I added the books to my cart. The total was £19.97. Perfect because I have £20 worth of gift cards. I clicked pay, found the gift card entry box and there it was, a note which said that only one gift card can be used against an order. What? Since the prices of the books I want are evenly split, there is no way I can spend my gift cards online to buy the books I want.

Okay, not to worry, I can reserve and collect, right? Wrong. The reserve and collect service won't actually send a book to your local store, it'll just keep a copy for you if they have it. The only way to fill my order with reserve and collect involves a 100 mile round trip taking in 2 distant stores which have stock.

I decided to e-mail customer service and ask them to suggest how I might successfully spend my gift cards. After a week, they did not answer. I e-mailed again. After another week, they did not answer. So, clearly, they simply do not respond to their customers.

My only hope now is that if I go, in person, to my local store they might be able to order the books in. Somehow I doubt that they will. After all Waterstones already have 'my' money.

As someone else said, if you actually like the person you are buying a gift for, do not burden them with Waterstones gift cards.

Pitiful, pitiful service.
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What a waste of time!

Ordered a European city map online, good price, free delivery, but after a week passed I was wonderering what had happened to it.
I checked "My Account" that they forced me to create when I ordered, including a crappy password that had to have at least one upper case letter and at least one number, because the one of my own choosing was not good enough for them. I hate sites that dictate what your password must be like.
What I learned was that my order was still "in progress".
Then I read the reviews on here. Wish I had done that first!
The only good thing I can say about Waterstones is that they do not take your money until the order is fulfilled, as I read somewhere on their site. That meant cancelling my order with no worries was easily accomplished.
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Truly, wholly and utterly appauling.

Rude customer service, then claimed I was being abusive for asking for an apology from them for their horrendous conduct. They missed Christmas despite me ordering two weeks in advance. They used pathetic excuses, cowardly off-handing responsibility first to Royal Mail and then onto me! Furthermore their customer 'services' passed my case around like a game of pass the parcel.

Awful customer service, just use Amazon!

Hateful business, I will never order from them again.
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No Star

NO STAR RATING!!!

Dreadful customer service
Original Order placed and paid for didn't arrive
Replacement Order raised ... still hasn't arrived
No acknowledgement that they have a packaging, handling and processing issue
WHO in this day and age of instant technology expects their customer to wait patiently for 5 weeks for a book that Amazon can have delivered the next day!!!
I am still battling to (a) get the books I have paid for to be delivered or (b) a full refund because they haven't met their contractual obligation and haven't delivered!!!!!!
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liars and untrustworthy

will not give me a reason for book publication refusal, will not answer emails and have no system in place for complaints. only interested in ghost written celeb books and are actively engaged in blocking self published authors. after supporting them for years I will now shop online with everyone else.
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AVOID SHAMBOLIC SERVICE

recieved email saying book not in warehouse. been a week now and i have no idea when the item will arrive. xmas eve tomorrow. why take an order for an item the dont have. isnt their stock controlled by computer!!!! cant the supplier get the book to them in less than a week. item was a pound more than Amazon.. ..shocking service
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Cracking Click and Collect

If like me you hate having to wait for things to be delivered the click and collect service is spot on. I work 5 minutes from my closest Waterstones so it was really easy to order the books I wanted then pop over and pick them up in my lunch break. I ordered the books in the morning and picked them up that lunch time (though I don't think such a quick turnaround is guaranteed) and they were cheaper than if I'd just picked them up off the shelf.
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Terrible Customer Service

It is no exaggeration to say that my husband has called the customer service number at regular hourly intervals for THREE days. We have left emails and had the (completely free) department who deal with giving out loyalty cards take our details for them to get back to us and had nothing. Our call is held in a queue, sometimes over thirty minutes at a time, and we go from position number 10 to number two, after which the call mysteriously gets hung up. These numbers are so expensive to call. Either this happens, or, the number is hung up immediately. There is only one number to track deliveries, and the delightfully un-busy loyalty card department are so stubborn and officious they wouldn't even transfer our call.

The reason for calling them constantly is that something has been shipped, money taken out and yet nothing has been delivered.

By the way, during the course of writing this email, whilst my husband was again on the phone - his thirty minute phone call was yet again dropped when he was at position number 1 in the queue 'all our advisors are busy at the moment, please try again later'. This is appalling. I never thought I'd say it but I'm looking forward to them going out of business to Amazon at this point.
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Impossible to contact

I placed an order on the Waterstones online service for three books, paying for them as a bulk order. I had asked for the books to be delivered to a local store. After a week of not hearing anything about the books I received an email to say there had been payment issues with one of the books (strange as they were all paid in the same order, with the same card) and I was told to contact them via phone. I tried there number on 3 separate occasions. Each time I was put on hold for between 10- 20 minutes and was told I was moving up the queue, only to be told when I reached number 1 in the queue that 'all their operators were busy at present, call back another time, goodbye.' and the call was disconnected. I have also tried email, even though I was advised not to and as I expected, no response.

This has been very frustrating as it has wasted both my time and money trying to contact them. I have had to cancel the order of all three books because I can not get in touch with them which is really disappointing.

This is something that I think is really important to feed back to the company as it is driving customers away and not giving them a chance to rectify the situation but unfortunately I have no way of doing this.
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Appear to be in decline...

Amazon seem to have won the battle. Went into the local store in Newcastle yesterday to buy a book reviewed in the Sunday Times. The staff member I spoke to on the ground floor sent me to the third floor for "smart thinking" section. The colleague upstairs did his best, but there's no "smart thinking" section, apparently, and books are distributed around various categories on a whim, it seems - he never did find the book.

The computer says they've got it, but deoesn't say where it is! I'm afraid the company seems to have rather given up. Fine if you want the Alex Ferguson book, I dare say....

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A propos de...

Buy books online at Waterstone's - the UK's leading bookseller. Browse millions of books - fiction, non-fiction, children's, eBooks, textbooks and audiobooks. Free UK delivery to store and on orders of £10 or more*

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