Waterstones Reviews Summary

Store Layout and Accessibility

Pros:

• "Recently refurbished. Nothing (on the ground floor) where it used to be."
• "Lift access within shop provides level access, and lack of division between bookshop and cafe gives it a flexible, welcoming feel."
• "Located in the Centre of Leeds and has east Access to disabled."
• "Its revitalised store features a well-stocked collection, clean surfaces, friendly staff... and a Children's bookshop!"
• "A three storey building with plenty of space to walk around and seating areas."
• "This branch in Leeds is very warm and welcoming and as expected was busy, but there’s a good amount of floor space and displays are well planned so it didn’t feel crowded."
• "Set over 3 to 4 floors everything from children's educational adult and much much more, there are little toys pens and gifts available."

Cons:

• "Kids section, is just too cluttered you cannot see the wood for the trees."
• "Do not like the new layout. Which overpaid design genius decided that making us drag children/grandchildren up a steep flight of steps was a good idea?"
• "Difficult to find right section without asking assistant."
• "The store is over 3/4 floors and the kids section is on the second floor so although it's great as no kids can easily escape getting up there in a pram is time consuming as everyone appears to use the lift."
• "Then attempting to pay; counter seems much reduced in size as it is now two which confuses folk queuing."
• "Everybody was very pleasant but I wanted 2 maps which are on display on the top floor and the lift was out order."
• "Amazing book store, with some faults (most prominently the two steep and tiring flights of stairs)."

Staff and Service

Pros:

• "Friendly staff willing to go above and beyond to help you find a book."
• "The staff was very friendly and helpful plus the young lady I spoke to was the first person I could hear through a mask as I'm hard of hearing and I lip read."
• "Staff are lovely and knowledgeable."
• "Both staff I spoke to were very helpful and ensured I got the right pre order and found the one book in particular I was looking for."
• "The staff in here are always super friendly and have great recommendations."
• "Wonderful staff always ready to help, even if you don't buy."
• "Staff are very friendly and the store itself is very clean and tidy."

Cons:

• "In the middle of helping me the staff member just left me to take a payment for someone else who rudely interrupted."
• "One of the staff members was extremely rude and seemed like they didn't want to be there."
• "There was no offer of help to find what I was looking for."
• "Staff, though perfectly friendly, indistinguishable from customers."
• "Till stall could be more engaging."
• "Awful experience, long queue then messed up the transaction when we did pay. Rude staff."
• "Having two tills with separate queueing is idiotic. Everyone ends up waiting too long."

Cafe and Amenities

Pros:

• "They have an accessible first floor cafe and reading area and they SELL CAKE!"
• "There is even a cafe on the upper floor where you can get a coffee and jump straight into your new read."
• "I adore the coffee shop in here. I can read my book in a relaxed atmosphere. Never pushed to give up my seat. Comfy chairs & sofas."
• "The cafe inside has many good options, great coffee, cold yes, soups and sandwiches."
• "There is also a cafe with comfortable seating to leisurely peruse a book while enjoying a coffee and a cake."
• "The coffee shop located on 2nd floor, with really comfy seating options, good coffee and really tasty mini Red velvet cake."
• "The Costa is a nice place to stop and flick through your purchases."

Cons:

• "Cafe had limited choice..but pot of tea and coffee ok.."
• "The cafe on the first floor is so-so for food and pricing."
• "The hot chocolate was £3.20 with an added pound for cream and marshmallows which is extortionate for cream and marshmallow."
• "Also, says it closes at 6pm but the café closes at 5pm and it's not displayed anywhere."
• "Only criticism is the air-conditioning above coffee bar seating, too cold specially at this time of year."
• "Waterstone's café however, although generally pleasing, has recently stopped selling their gluten free wraps, which frequently is the reason for my visit."
• "Lack of gluten free options and often have to bring my own food to cafes as coeliac is quite difficult."

Product Selection and Availability

Pros:

• "Nice big shop with a large selection of books and has a nice cafe on the top floor."
• "A massive range of books, games and accessories."
• "Book ordered and received on time."
• "Excellent availability of books."
• "The store was clean, uncluttered and offered a great selection."
• "The actual book shop had all the books I wanted in stock."
• "Great selection of books across genres."

Cons:

• "I was saddened that I couldn't find any natural science text books; physics, chemistry or biology."
• "I like waterstones because I'm quite oldskool when it comes to reading preference! Much prefer paper books lol.. they didn't have the book I wanted."
• "Sadly the hardback version was out of print but he was super knowledgeable about his explanation."
• "Unfortunately didn't find the book I was looking for."
• "Went to buy a few books the other day and when I got home I was incredibly disappointed and annoyed to find out that the cover of one of the books that had been in between two others was had been folded over and almost ripped."
• "If buying from waterstones.com be aware that even with an email with click and collect ready for pick up expect the store to be unaware of your order."
• "Just turned up at your store at 18.36 and you are closed! It says on Google that you are supposed to be open until 19.30."