Comments on: Waterstone’s Doesn’t Get It! http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it Inspiration, ideas and opportunities for your business! Tue, 16 Mar 2010 12:38:13 +0000 http://wordpress.org/?v=2.8.5 hourly 1 By: Alan Afif http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-85837 Alan Afif Wed, 27 Jan 2010 09:54:07 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-85837 While trying to download an ebook, I found I had not installed the required ebook software which I then duly installed. However, my option to then download the ebook disappeared and I had to order it again to successfully downloaded it. I was charged twice. I emailed to explain and got no reply. I phoned customer services and they explained that they are not liable but, as it was my first mistake (what a transgression!), they would refer it to Head Office for a possible refund (I have to phone them again in a few days to find out). What a contrast with iTunes! When I asked to re-download an mp3 I had lost on rebuilding my computer, they immediately made it available again for another download. They were polite, helpful and couldn't do enough to make a good impression. If I don't get my refund from Waterstones, I will definitely not use them again and close my account. While trying to download an ebook, I found I had not installed the required ebook software which I then duly installed. However, my option to then download the ebook disappeared and I had to order it again to successfully downloaded it. I was charged twice. I emailed to explain and got no reply. I phoned customer services and they explained that they are not liable but, as it was my first mistake (what a transgression!), they would refer it to Head Office for a possible refund (I have to phone them again in a few days to find out). What a contrast with iTunes! When I asked to re-download an mp3 I had lost on rebuilding my computer, they immediately made it available again for another download. They were polite, helpful and couldn’t do enough to make a good impression. If I don’t get my refund from Waterstones, I will definitely not use them again and close my account.

]]> By: Damien http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-65033 Damien Fri, 01 May 2009 12:53:03 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-65033 I would never use Waterstones again, like eveyone else I ordered some books online and like everyone else they were all out of stock, every attempt to contact customer services was met with an automated response, they have no customer service, they have no commitment to customer concern, they have no care of customer satisfaction, watchdog or some other group should be made aware of what such a shambles and waste of time Waterstones are. The FREE delivery should have sent alarm bells ringing,The American saying "You get what you pay for" can be used here, you pay nothing and thats what you get. Waterstones=No service,No Customer support and complete waste of time, if you are thinking of ordering from these people I strongly suggest going to Amazon or some other place, dont beleive me then just type a google search on Waterstone Customer Reviews. I would never use Waterstones again, like eveyone else I ordered some books online and like everyone else they were all out of stock, every attempt to contact customer services was met with an automated response, they have no customer service, they have no commitment to customer concern, they have no care of customer satisfaction, watchdog or some other group should be made aware of what such a shambles and waste of time Waterstones are.

The FREE delivery should have sent alarm bells ringing,The American saying “You get what you pay for” can be used here, you pay nothing and thats what you get. Waterstones=No service,No Customer support and complete waste of time, if you are thinking of ordering from these people I strongly suggest going to Amazon or some other place, dont beleive me then just type a google search on Waterstone Customer Reviews.

]]> By: Customer Service Speaker and Trainer - The Amazing Service Guy - Kevin Stirtz » Customer Service Articles » Customer Service Carnivale http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-21285 Customer Service Speaker and Trainer - The Amazing Service Guy - Kevin Stirtz » Customer Service Articles » Customer Service Carnivale Mon, 18 Aug 2008 16:38:16 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-21285 [...] your customers want and how you’re doing in delivering it to them. John Crickett relives a story about a local bookstore that clearly does not live this by [...] [...] your customers want and how you’re doing in delivering it to them. John Crickett relives a story about a local bookstore that clearly does not live this by [...]

]]> By: Corporate Vigilance http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-20879 Corporate Vigilance Mon, 11 Aug 2008 22:54:35 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-20879 <strong>August 10, 2008 Edition...</strong> Welcome to the August 10, 2008 edition of corporate vigilance edition of Corporate Vigilance presenting an array of opinions, instruction, and helpful information as it relates to business and personal finance.... August 10, 2008 Edition…

Welcome to the August 10, 2008 edition of corporate vigilance edition of Corporate Vigilance presenting an array of opinions, instruction, and helpful information as it relates to business and personal finance….

]]> By: Jason http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-20752 Jason Sat, 09 Aug 2008 18:14:40 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-20752 I agree with you, but equally it's quite funny that I'm willing to pay more in Borders sometimes because of the comfort of having a coffee shop, comfy sofers, air con and so on. Somehow Borders is a "destination" like Amazon is online, while Waterstones is "just a book shop". However even at Borders I'd reconsider if the price difference was that great - luckily I can check on my Palm Treo to see the cost on Amazin while I'm out ;-) I agree with you, but equally it’s quite funny that I’m willing to pay more in Borders sometimes because of the comfort of having a coffee shop, comfy sofers, air con and so on. Somehow Borders is a “destination” like Amazon is online, while Waterstones is “just a book shop”. However even at Borders I’d reconsider if the price difference was that great – luckily I can check on my Palm Treo to see the cost on Amazin while I’m out ;-)

]]> By: Anon http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-20667 Anon Fri, 08 Aug 2008 09:50:05 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-20667 As far as I know Waterstones is owned by HMV and they have the same policy. The reason why I think they do that is because I think that the online store is licensed to or owned by a different company. As far as I know Waterstones is owned by HMV and they have the same policy. The reason why I think they do that is because I think that the online store is licensed to or owned by a different company.

]]> By: Thriveal http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-20648 Thriveal Fri, 08 Aug 2008 01:34:07 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-20648 This is a classic example of how employees are not empowered to what they need to do to please their customers and make them loyal... for life. Thanks, Jason M. Blumer This is a classic example of how employees are not empowered to what they need to do to please their customers and make them loyal… for life.

Thanks, Jason M. Blumer

]]> By: John http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-20628 John Thu, 07 Aug 2008 20:18:13 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-20628 Chris, That's shocking. In this day and age I just don't understand how businesses manage to be this bad. Chris,

That’s shocking. In this day and age I just don’t understand how businesses manage to be this bad.

]]> By: chris http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it/comment-page-1#comment-20620 chris Thu, 07 Aug 2008 17:10:15 +0000 http://www.businessopportunitiesandideas.com/784/watersones-doesnt-get-it#comment-20620 Yes! Waterstones just doesn't get it. I ordered a book from their website for a great price, but when I turned up at the store, it hadn't arrived yet. However, they wouldn't let me have the one which they had on the shelves, which was about £8 more! The cashier suggested that I buy the one on the shelf, then come back to return it after the one I ordered online had arrived!!!! Yes! Waterstones just doesn’t get it.
I ordered a book from their website for a great price, but when I turned up at the store, it hadn’t arrived yet. However, they wouldn’t let me have the one which they had on the shelves, which was about £8 more!
The cashier suggested that I buy the one on the shelf, then come back to return it after the one I ordered online had arrived!!!!

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