Waterstones is the UK’s leading book retailer, with stores covering the length and the breadth of the country.
However, this bookshop isn’t a library and you don’t have to be quiet if you’ve encountered a problem! So, we’ve outline Waterstones complaints procedure to help you get your voice heard by the right people.
Before You Complain…
Please be aware that the books in Waterstones are published and printed separately from the shop themselves, so if you have a complaint about a fault or the content of your book please contact the books publisher. You can still complain to Waterstones about the following though:
- A Service Issue
- A Staff Issue
- Refunds Or Returns
- Delivery or Online Problems
To Complain By Phone
Undoubtedly the best way to lodge your complaint with Waterstones is over the phone. They’ll put you in touch with the correct operator, in the right department and try to solve your problem while you’re on the phone. If they can’t, they’ll even call you back.
You can get through to them on this free-phone number: 0844 220 4110
To Complain Online
If you’d rather give the phone a miss and complain via e-mail, you can do so by filling out their online contact form. And remember, in this age of social media, don’t be afraid to post your complaint to them directly via their twitter account. You can get some tips about complaining effectively using Twitter here.