I placed an order for my mums birthday on Tuesday(THERE DID NOT MENTION IT'S DELIVERY DATE). I tried to phone there customer service phone line on the saturday but its only Monday to Friday 8 to 6(NOT GOOD). I received an email on Monday saying that its not in stock in ANY of there store. I've cancelled my order and gone to Amazon... 3 left in stock.
The Waterstones website is very easy to use and very informative about future releases from my favorite authors, it's also been a great way to find potential new reads for me as I find the stores can be very disorientating and hard to find exactly what your looking for.
I've purchased a few books from the website and have been very pleased with the service as I have had no problems with it, but upon looking at other websites I have come to find that I was paying a little bit more.
I can't fault the service or the website itself but I do recommend that you shop around for prices as you can save a few pounds on bestsellers and maybe more on lesser known books and as we all know it soon adds up.
I certainly won't use them again. After waiting for over a month for a book I'd ordered, I loked again online and saw the status was still 'waiting to be picked in warehouse'. I caled them and they told me the book wasn't in stock and they didn't have any in any of their stores. 'You should have been emailed about this'.
Well, they never emailed me, never responded to any of my emails, and their own order review service still told me eroneous information.
This is ridiculous. I received a book token for my birthday which i intended to use to buy a Politics text book required for my course. The book was available at several retailers including Waterstones and WHSmith. I've shopped at Waterstones for years so i attempted to buy the book from there.
Unfortunately the nearest branch that had my textbook in stock is two train journeys away so I decided to buy it online. At this point i discovered that i couldn't use my book token online so i went into the store to see if i could order it in from there. I couldn't, but a lady behind the counter suggested that i buy a waterstones gift card with the token which i could use online.
I followed her advise and using the gift card i bought the book online. The website claimed the book was in stock and that delivery would take between two to five days after shipment. I didn't get to test this as my book was never shipped. Waterstones seems to feel that it is acceptable to sell books they do not have in stock. I recieved three emails over a three month period informing me that Waterstones were attempting to aquire the book from their suppliers.
I recently recieved an email telling me that the book wasn't coming and that the money had been refunded to my card. It is three months down the line, I have no text book and instead of a book token i could spend in a variety of stores i now have a gift card for a shop i no longer have faith in. I am deeply annoyed about the service and feel it is misleading to for a website to advertise a book they don't have in stock.
Hi I purchased a eBook from Waterstones and have not received it has it did not load down properly so I emailed them, they sent me a email to help me but I have tried and tried but are still having no luck. so I emailed them back and asked for a refund they still not give me one so I told them I was going to rind head office and all they keep doing is ignoring me.I have also phoned them twice I will never purchase another item from them. I wish I had read the revives
I would not have purchased the ebook
They seem to have lost their individuality, i got to a few different branches quite often and have found it has gotten worse over the period of time.I read a lot of American romance novels and used to be able to walk into the Cardiff Hayes branch and a selected bookcase was filled with all my favorite authors. However now they have put them all into fiction and reduced the amount of books sold by the authors.I began having to look online and also struggle to get new books when they have been released. My nearest branch Newport has lost its soul as such and i find i rarely go in there unless i know of a book being released. I understand lack of space means not every branch can make it easy for their customers however i walked into Weston-super-mare yesterday who not only have a coffee shop but they also have a dedicated section. create some individuality into your stores.
We were accused by the manager of our local store of being shoplifters despite a total lack of evidence. When we complained to the store.experience team they told us that the store manager could expel us if she liked. We disagreed with the manager's assertion and subsequent messages to the store.experience have vanished into the ether. Queries to the online waterstone's message board have, through the online intermediary, revealed that they have no intention of continuing the conversation. Shocking!
Very disapointed with the bishops stortford branch which I have used for 10 yrs.Bought some Italian school books for my son as I had forgotten the name of the book he asked me to get. However I forgot to return the two books not needed from three within the refund period. Found books whilst tidying house yesterday, brought them back and explained the reason for being outside the returns period to the very unhelpful assistant who then informed me she was the Duty Manager. I fully appreciate their policy( i am a senior manager at another retailer) however they ought to be able to use their discression when making decesions. If I had bought a reading book for my son then they may have thought it had been read probably several times over, however these books are dictionaries, and I am now stuck with two italian dictionaries where I was perfectly happy to be able to buy other books as alternatives. A call to their Head office resulted in somebody getting back to me over the weekend...............I will await. However after receiving many years of great service from this particular branch and my son having received lots of gift cards and book presents from here over the year I am very disapointed to be treated in this way where had simple common sense being used would have made a massive difference. Lets hope that common sense prevails after the weekend.
This is a big company and yet when you're in there it doesn't feel like it, it still feels like you're in a classic old fashioned bookshop from a bygone age, well about 30 years ago anyway! You know, before the world became greedy and broken...
They are on the ropes a bit at the minute, e-readers are giving them a bit of a kicking but I have a feeling they'll pull through. Incorporating Costa Coffees into many of their shops was a stroke of genius. Hope it makes the crucial difference.
Personally I think the e-readers will see off the independent high street book shops so rather than flogging a dead horse, throw your weight behind Waterstones. Especially 'cos I've still got a few quid on my loyalty card!! ;-)
This company has the worst customer service I have EVER experienced! They are just a joke. I ordered a book which said it was published in March 2011, wait ages for the book to arrive and call up only to find out that the book has not been published yet! Awful misleading scheming company! I honestly want to sue them for false advertisment!
Friendly staff but I can get it cheaper from amazon
I feel sorry for Waterstones. Everybody buys their books online nowadays so there is no room for a high street store. Their online store is a bit bland and cant compete with Amazon. So they look like becoming the next Woolworths. A shame really because they had so much to offer.
Like a lot of people i have relatives who know i love books and send me book tokens. Nothing wrong with that - its mildly annoying when you get ones for Waterstones as i know i can get the same books much cheaper elsewhere but never mind.
I ordered 2 books online and one ACTUALLY arrived - waited for the second one.. and waited.... and waited..... I checked the status of the order and found that the book, which i had ordered in good faith from a company advertising it for sale was not available, when i contacted the support services they said they diddnt have the book, the book was out of print and they would send it to me when it was available???
So, just to recap, they are advertising 'potential books that may or may not exist at some point in the future'
I decided not to hire an holistic detective to investigate this and instead cancelled that part of the order only to discover that i could not get the money back as i assume Waterstones see it as theirs as its in their bank account. I therefore went to the shop and attempted to buy a physical book (as opposed to a temporal/potential books they sell online) only to be told there was no money on my card dispite having an e-mail saying the money had been credited back to me.
Another e-mail later i was told that the money was in my 'briefcase' online and it appears to me that i can now only use it on the online system.
I then (with some trepidation) ordered another book only to find the whole thing happening again - book not sent out yet - nobody interested.
So, just to recap..... DO NOT SEND RELATIVES WATERSTONES BOOK TOKENS UNLESS YOU DO NOT LIKE THEM SEND WANT TO ANNOY THEM!!!
My only regret is that there is no function on this site to give no stars.
I ordered a book on-line from Waterstones using a Gift card. It took them one month to tell me that they were unable to obtain the book. They made a refund of my Gift Card into something called an e-wallet. I had to ring up their Customer Service to find out where the refund had gone to, but they were little better than sarcastic, speaking as if I ought to know this. I noticed that Amazon had no difficulty in having the same book for sale. I ordered another book, which Amazon are selling for half the Waterstones price, and I am still waiting. I am amazed that Waterstones think that they are so good. They are not. Stick to Amazon, they are miles ahead.
Although the Waterstones website states that my order will be delivered within 48 hrs, I found out that the books were dispatched 4 days after receiving my order. Today the customer service lady told me that it could take a further 10 days to arrive to my door. This is unacceptable service because I urgently need the books to revise for exam next week. In comparison with Amazon or Bookdepository's speedy online service, the waterstone's is just rubbish.
Ordered two books which were both listed as 'in stock' dispatch usually within 24hours. Got email to say book1 dispatched - took 10 days to arrive, damaged due to inadequate packaging (customer service not interested).No updates on book 2. I check my account some weeks later to find book 2 now 'availability unknown' and that they had dropped the price. Phone calls to customer care unanswered - phone just rings and rings (40 mins! no 'sorry for the delay your call is important you are 5th in the queue' type message). Email customer care - no answer. 5 emails later eventually get an answer 'we don't know when it will be in stock'. No mention at all of my question about would I get the book at the now cheaper price.
So I cancel the order. But it takes a further 6 email requests to get a refund!
Moral(s) of this tale - don't encourage relatives to buy you a Waterstones gift card
- don't shop at Waterstones.com as their website stock lists are very 'thin' to their competitors
- shop at a big internet site named after a very large South American river instead as they know about customer service, they have a massive stock list, their prices are considerably cheaper than Waterstones.com, they keep you upto date about your order, and you get your stuff quicker and better packaged.
I've ticked the 'inform Waterstones about my review' box underneath where I am typing. No point really as they will not be interested if my experiences are anything to go by.
After nearly a fortnight I received the completely wrong book. I was waiting on a £24 Politics textbook which I needed quite urgently, what I received was a GCSE booklet on 'Of Mice and Men'.
How could you get it so wrong?
Customer services were a mumbling, unapologetic joke, who seemed to know little of how long I could expect to wait for an exchange once I had returned it and when their warehouse would open again after Christmas, cue long pauses to suggest a 'What do you want from me?' attitude.
I will not use Waterstones again (they are overpriced more than anything) and will inform others of my negative experience. Such a shame for them as I'm a student in my first year, who will need to purchase at least two textbooks and six novels per term, as well as books for my children - they could have made some decent money out of me over the next three years and beyond. Fools!
Waterstones is incompetent on a corporate level(although individual staff try to be helpful,but are fighting against the systemic company uselessness).
The web site is useless,the hypertext links do not work.the response e mail address given on the help line,after the telephone questionaire does not wok.
Dealing with Waterstones is a deeply depressing and dispirititng experience.
Sony E reader
I purchased the pocket edition along with carry case and charger for my wife before Xmas last year and the screen is now blurred and unreadable I bought with cash I had saved up and lost reciept , took it back to Cribbs Caiuseway in Bristol lady very nice until she went to someone upstairs who without even talking to me to see if the serial numbers etc were from that store just dismissed me and sent me on my way I am so angry I know I lost the reciept but there must be a way of checking I cannot afford a new one and feel very angry I will make it my goal in life from today to tell everyone I meet not to shop there
Was given a Waterstones Gift Card. Their website was terrible but managed to place order paying for most of it with gift card. They charged me the full ammount on my credit card anyway, then refused to acknowledge their mistake. Terrible website. Don't get one of their Gift Cards for anyone you like.
Ordered 10 items on 20 Nov '09 - plenty of time 'till Xmas !
All items "in stock".
Order accepted; iimmediately e-mailed to say that one item would
Rang Waterstones.com who assured me that other 9 items would not be delayed.
17 days later - nothing.
Popped into Salisbury Waterstones shop; everything on shelf.
Rang Waterstones.com. No interest until cancellation of order intimated. Suddenly, items being shipped (which ? - unknown), and charge already made to credit card.
Sent complaint to Website and finally got list of items not sent.
Day 19 - half value of original order arrived.
Other items 7 days away.
Anticipated total time to delivery ~ 26 days !
All books on shelf in High Street.
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