Hatchards Reviews Summary

Customer Service

Pros:

• "The staff have been there for years, know their books, and a delight to talk to."
• "The staff here are so friendly especially the American fella and the blonde girl."
• "The staff are fantastic, willing to help find the books, you can tell they love books."
• "All the employees are very knowledgeable and give great recommendations depending on your interest!"
• "The staff are brilliant so helpful and knowledgeable and kind."
• "Polite and knowledgable staff are also on hand to assist with choices or make suggestions."
• "The staff are extremely helpful and knowledgeable."

Cons:

• "I can't stress enough how I do NOT recommend getting this subscription."
• "Customer service on the ground floor and on the basement floor is appalling: staff disregarding customers to talk to their friends who came to visit?!"
• "Horrible customer service. Ordered a book for delivery more than two weeks ago, still hasn't received. Called to the shop few times. No one knows what's happening with the order."
• "Unfortunately my recent visit was ruined by a member of staff (male, longish hair) who rudely barged into me whilst frantically stomping around the store (no apology), whilst patronisingly barking at a very lovely and helpful shop assistant."
• "A beautiful book shop - until recently, one of my favourites. But, their online customer service support is appalling."
• "I used to love coming here on visits to London it's such a beautiful shop. On this occasion I found them condescending and snooty to the point I put my books back and went elsewhere."
• "I've had two outstanding orders since the summer and have been waiting over two weeks for a proper response to my queries."

Selection & Availability

Pros:

• "The bookstore is on 5 floors and has everything you might be looking for."
• "Such is its pedigree, authors rush to stack their signed copies on Hatchard's shelves."
• "There are always author signed copies of the latest books and their gift wrapping service is both excellent and free."
• "Wonderful collections, clearly labelled."
• "They have, among other things, special sections for books about Churchill, and books by P.G. Wodehouse and Agatha Christie."
• "Huge and well organized selection of books (four floors, I think)."
• "They seem to be able to find the books that the larger Waterstones down the road can't."

Cons:

• "Some sections seemed fairly limited - particularly the manga and graphic novel sections could be expanded."
• "The only downsides are their cloth sacs to buy commemorating the store are (surprisingly) not special, and there’s no place to sit if you have trouble standing for long periods."
• "The only thing I found disappointing about my visit was that the store is, rather than being truly independent, a subsidiary of Waterstones."
• "In reality, the feel of this bookshop is no different from the Waterstones down the road."
• "However, since it was bought by Waterstones in the late 1990s, its individuality has been lost. It has a good range of books available, but there's nothing about Hatchard's other than the name over the door which would make you think it was anything other than another branch of Waterstones."
• "The only drawback was a relatively small 'Other Languages' section."
• "Sadly, unlike Foyles, another excellent London, there are no seats for weak-kneed, back sufferers, physically frail buyers wanting to browse for longer than 5 minutes..all seats have disappeared even before the pandemic set in."

Store Atmosphere

Pros:

• "Lovely old library with smell of books, super calm to rest from the hecticness of London, the floor creeks when you walk in. It feels like stepping back in time :)"
• "A delightful little bookstore. Originally founded in 1797, this was one of London's first bookshops."
• "The interior is beautiful, plants adorn the walls and staircase and give the whole space a very welcoming vibe."
• "Beautiful looking store that gives you sense of traveling back in time."
• "The store feels as though stepping into a magical land with new book smell permeating every corner."
• "It’s the oldest bookshop in Britain apparently! You can see that from the carpet on the stairs but all the rest is very...commercial!"
• "That place is the definition of a hidden gem. Amazing bookstore atmosphere."

Cons:

• "A little crammed on account of the location and need to store inventory."
• "It gets a little too busy/congested for relaxed browsing with tourists at the weekends."
• "The lift entrance however is very narrow so beware."
• "One of the most beautiful bookshops in the world. A wide range of choice that covers new borns to the elderly."