Waterstones

Aussies, please beware Waterstones bookstores. Learn from my mistake and, before purchasing from it, read numerous negative reviews buried on its website from other international buyers about their awful experiences with Waterstones—especially about books damaged by poor Waterstones dispatch and subsequent refund issues. Waterstones reneged on its assurance to me (email on file) of refund not only for cost of damaged book & its postage to me but also for my AUD43.80 return postage—without which I could not begin to get any refund! Very very small print apparently says buyers pay return postage. Fair enough for change-of-mind, but utterly unconscionable for book damaged by Waterstones shoddy dispatch and no fault of mine. (Book jammed naked into too-small cardboard envelope so dust jacket torn and corner bumped. Am book collector and this matters.)

Incidentally, would be grateful for any advice about avenues for redress. Citizens Advice UK (like our Fair Trading) can only help UK buyers, and Amex could’ve made charge-back had I approached it before Waterstones but, regrettably, believed Waterstones honourable so did not. Now, Amex unable to help with return postage refund because Waterstones already refunded cost of book and postage to me. Lessons learned!

Were it possible, would give NO stars to Waterstones.