A complaint about Waterstones

Status: Approved

#CustomerService #Communication #Delay  Frustrated Disappointed Annoyed 

Kindly shared by A. Dickinson

What happened

Signed Nigella book order still "processing" two weeks after the book's release. Online chat is disabled, as is their call centre. Shops are closed due to lockdown. Only option is to send a message (one has been ignored already) or email them.

What I wish had happened

I would have liked to have received my book on time. Failing that, an email explaining why it has not been despatched. Failing that, a contactable customer service line.

Where this happened

On the Internet

Waterstones Customers

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33% Customer Service
Feelings:

Frustrated

Disappointed

Annoyed

33% Communication
Feelings:

Frustrated

Disappointed

Annoyed

33% Delay
Feelings:

Frustrated

Disappointed

Annoyed

Bookshop Customers

Most talked about by Bookshop customers

High
Low

How this makes Bookshop customers feel

High
Low
33% Customer Service
Feelings:

Frustrated

Disappointed

Annoyed

33% Communication
Feelings:

Frustrated

Disappointed

Annoyed

33% Delay
Feelings:

Frustrated

Disappointed

Annoyed

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  1. Waterstones

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