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Waterstones Review

Depends

Should I use Waterstones?

Buy books, stationery and gifts, online and in store - waterstones.com

· 4 days ago

Waterstones is a UK bookshop chain with almost 300 shops, not a software product. Book buyers get a solid high street option; tool buyers clicked the wrong link.

Confidence

Medium. Based on 20 public sources. Many snippets are truncated, so detail is thin.

Ratings

  • Value for moneyNo buyer pricing evidence in sources.
  • Ease of use
  • Feature depthNot applicable; this is a retail shop.
  • Support quality
  • Security posture

Pricing

Varies by title

Books

ModelNot disclosed
Monthly feesNot disclosed
HardwareNot disclosed

Best for

  • UK book buyers
  • High street browsing and click-and-collect
  • Gifts and stationery shopping

Not for

  • Anyone buying software or SaaS tools
  • Teams evaluating business products
  • Non-UK shoppers wanting fast local delivery
  • Buyers who avoid chains over independent bookshop tactics

Gotchas - check before you buy

low

Delivery charges are calculated per order; check the delivery page before checkout

low

Complaints go through a formal process starting with customer support

low

No public security page on the website

Pros and cons

Pros

  • Almost 300 bookshops across the UK
  • Secured £125M growth funding in 2025
  • App praised as user-friendly on the App Store
  • Named a winner at the British Book Awards
  • Forbes calls its digital-era bookselling a success

Cons

  • Undercover stores disguised as independent bookshops drew press criticism
  • Named among Blue Yonder supply chain ransomware victims
  • Website complaints appear on Tripadvisor
  • Consumer claims site lists money-loss complaints
  • Guardian criticizes its effect on independent bookselling

Sources & method

- 14 sources - Ransomware hit through third parties in 2017 and via Blue Yonder; the site publishes no security page.

official x2review x5security x2news x5
  • 2017 ransomware attack, Waterstones was one of hundreds of companies hit by a ransomware attack.
  • Blue Yonder supply chain breach, Waterstones is named as a victim in the Blue Yonder supply chain ransomware incident.

Key stats

  • Ease of use: 4/5

    Rating

  • Varies by title

    Starting price

  • 14

    Sources

  • Analyzed

  • Value for money. No buyer pricing evidence in sources.
  • Ease of use: 4/5. App Store review calls the app user-friendly.
  • Feature depth. Not applicable; this is a retail shop.
  • Support quality: 2/5. Disappointed reviews and a consumer claims page exist.
  • Security posture: 2/5. Two third-party ransomware hits; no public security page.
  • 102 Customer reviews Genuine reviews on Reviews.io
  • ~300 Bookshops Almost 300 shops per public directory
  • 1982 Founded By Tim Waterstone
  • £125M 2025 funding Growth capital deal

Pricing

Books

Varies by title

  • Per-title pricing set online
  • Delivery calculated at checkout

Security

Ransomware hit through third parties in 2017 and via Blue Yonder; the site publishes no security page.

  • 2017 ransomware attackWaterstones was one of hundreds of companies hit by a ransomware attack.⁷
  • Blue Yonder supply chain breachWaterstones is named as a victim in the Blue Yonder supply chain ransomware incident.⁶

What users say

Shop visits and the app get praise, while website orders and support draw complaints.

“The app is user-friendly”
Apple App Store review
“Very disappointed from WATERSTONES WEBSITE”
Tripadvisor review
Full analysis

Based on 20 public sources. Many snippets are truncated, so detail is thin.

UK bookshop chain, not software. Great for buying books; wrong fit if you expected a tool.

Methodology

Based on 20 public sources. Many snippets are truncated, so detail is thin.

Read how a report is made.

Sources

  1. Read Customer Service Reviews of www.waterstones.comtrustpilot.com
    review
  2. Waterstones Reviews - Read 102 Genuine Customer Reviewsreviews.io
    review
  3. Waterstones - Ratings & Reviews - App Storeapps.apple.com
    review
  4. Very disappointed from WATERSTONES WEBSITE - Tripadvisortripadvisor.com
    review
  5. Sauchiehall Street, Glasgow - Tripadvisor reviewtripadvisor.co.uk
    review
  6. More Blue Yonder Supply Chain Victims Namedinsight.scmagazineuk.com
    security
  7. Waterstones affected by ransomware attackfacebook.com
    security
  8. Waterstones under fire for secret shops - BBCbbc.com
    news
  9. Waterstones secures £125m growth capitalbusinessweekly.co.uk
    news
  10. Waterstones: The BookSeller's Success In A Digital Era - Forbesforbes.com
    news
  11. How Waterstone's killed bookselling - Guardiantheguardian.com
    news
  12. Online Pricing And Payments - Waterstones Helpwaterstones.com
    official
  13. Delivery Options - Waterstones Helpwaterstones.com
    official
  14. Waterstones email address and contactsgetprospect.com
    news

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