Waterstones

Falkland Square, Poole. I ordered three books on line but when I went to the store only two had arrived. In all it took three trips to get the third book. I am a pensioner with cancer and find it difficult to get out. The female staff member I spoke to was not particularly helpful. There is nowhere to sit down in the store. There is no lift and I was not able to manage the stairs so did not get to see the military history section and other genres that were upstairs. Very disappointing and I will not be returning.

I have ordered many books from Waterstone online they all arrived quickly without any problem.

Great to have a Waterstones in Crouch End, but I wish they would just allow me let to quietly browse, and not try and push titles on to me to buy with their enthusiastic hard sell. It's not necessary, and is a bit of a turn off ....

I love this book shop so much. And I cant't wait to share with my good friend. And we will visit it tomorrow.

I used to love going to Waterstones as the customer service was really good and they had a fair selection of books. In the last year or so they have really gone downhill, I have visited multiple branches and experienced nothing but stress, anger and a fully negative experience.

They call themselves a book shop but now where I live the majority is e-readers or pencils or silly joke gifts and desk accessories. The ratio of books to junk is getting worse.

The tables in there are so cramped, a skinny woman like myself can barely squeeze through the piles of junk lying around. Books are crammed onto shelves so tightly you break a nail trying to get them out, or they are just slung everywhere, upside down, back to front, floating around the ceiling, thrown on the floor and the assistance don't spare them a glance.

Offers? what offers. They cut out 3 for 2, BOGOF, BOGOHP, any money off for your card, the only think they managed to keep is money off for reservations which seems to have gone up so there's little point reserving them now as it's near enough the retail price.

Their customer service is the worst. I have been glared at whilst shop assistants stamp past me like I'm a criminal, they throw your change at you, they roll their eyes if you ask for help, they are snide, rude and have even pretended they can't hear me when I ask for a certain section.

I will not be spending my money there anymore! taking my custom to WHSmith!!

I loved this book because it drew me in from the start. It is a beautifully written first novel by an author who obviously loves people.

The story concerns the community living on Esperanza Street in a town near Manila; it is the Phillipines of the 60s and 70s.

Seen throught the eyes of 12 year old Joseph, Niyati Keni gives us so many bright pen portraits of the people Joseph sees every day, either on the street or in the house of Mary Morelos where he works as a houseboy.

The community is on the verge of change and Joseph observes with quiet but startling wisdom what is happening around him.

Being a houseboy gives his easy access to some of the conversations in Mary Morelos' house when she is entertaining the powerful people of the area.

This new author is able to write with grace and gentleness and with brutal force that surprises, as well as humour.I look forward to reading more from her.

I used to shop here just about every week, I have in the past spent a lot of money and time in their stores, not just one, and online. Recently I have noticed how badly this shop has gone downhill.

Before Christmas I went into three different stores, they seemed to all have been overhauled with tons of books crammed by the doors (which are left open regardless of how bitterly cold and windy it is) so you may feel like a penguin trying to look at books. I noticed how they have added more gift stock and e-readers to their stock but they've also crammed everything in so tightly it's hard to get around the shop.

Waterstones was always renowned as a quiet sanctuary to go and enjoy picking out a book. Not anymore. They removed all the sitting chairs, children are running up and down screaming, people throw everything everywhere and the staff can't be bothered to tidy it up, but they seem more than happy to be as rude to you as they possibly can be humiliating and crushing every ounce of your self-esteem. I have been laughed at whilst looking at books, snappy comments, eye rolls, etc. When I ask if they have a book they tut, sigh and sometimes pretend they can't hear you.

I reserved a book online, went to collect it after receiving email confirmation so I phoned them just to make sure as I have had trouble with this service in the past and they confirmed the book was definitely there. I got to the shop and they had sold my reservation to someone else. Another time they insisted they had a book only to then email me later and tell me it's out of stock and I could pay the full retail price instead of reduced online price to have it ordered in within 2 weeks. Not good enough.

I will not be shopping in Waterstones anymore!

Been unable to buy digital books online with Waterstones for months due to their sites inability to take Barclays debit or credit cards.

After numerous phone calls to my bank and Barclaycard - I eventually find out it is Waterstones issue. If they had replied to any of my emails or calls to customer service, I wouldn't have wasted the hours that I did.

Eventually I got a reply from my 5th email to tell me that it was their fault and they couldn't take Barclays cards. The good news was that this would soon be sorted.

However after 6 months it wasn't sorted. Eventually after 9 months it worked. Hallelujah! Great news.

And then a new site, even better - but hold on Barclays cards don't work again.

I've emailed customer services for an answer and once again no reply - despite an acknowledgement tells ng me I would get an answer in 72 hours.

Cowboy company with IT people that would struggle with an abacus

It's bad enough when the company processes your payment, assures you the book has been dispatched and it fails to show up, but the tracking system is shocking and it would seem that they deliberately make it difficult to contact them. This is my first, and last, encounter with Waterstones online. I will stick to Amazon in future.

Found a cookbook cheaper in the supermarket next door - wrote privately on Facebook to let them know. Was asked to email them which i did - only for customer services to patronise me and knock copy of the supermarket@ That made me cross.