Whsmith reviews

Whsmith reviews

Very low
1.6
from 0 - 10
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
Review company
55 Trustpilot review(s)
|
Latest review
ShowHide Rating distribution
Rating distribution

Reviews

About

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

"Must try harder..."

Ordered 2 revision guides - one arrived after 2 weeks and for the other one I received an email after 2 weeks to say they would try and get it in stock but otherwise would cancel and refund - in the meantime I had given up and gone into a branch of WHS and bought both books (although more than the online price). If ordered from Amazon they would have arrived in a couple of days which is what I was expecting.

If you dont mind when or if the book will arrive then go ahead and order,but if it is needed by a certain date eg for a present or for exam revision then I suggest you try elsewhere.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Dreadful service!

Having placed an online order four weeks ago, it was only when I emailed them that I was informed my order had been cancelled.
I will avoid this company in the future.
I wish I had read all the negative reviews before I placed my order.
AVOID AVOID AVOID
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

There's a price on the product? No sir we charge whatever we feel like!

I recently purchased two books at buy one get one half price. When I got to the till (self service as their till points are never manned) I noticed the charge was more than I expected but I assumed one of the books was priced up at £8.99. It was only later on I discovered the cover price said £7.99. The company feel they can charge what they like and the customer has to guess what the cost will be. It's a disgusting way of trading and I won't be going back to any store in a hurry
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

WH Smith Amazing Adventure that Never Was

My son was given a WH Smith 'Gift Experience' by his Grandmother. When we tried to book the Segway ride of the experience we were told we had to order a voucher, which needed to arrive in the post and then we had to wait some more before we were allowed to book. When we recently looked at the voucher again we found it had run out. My mother in law had paid £39.00 for a voucher that was difficult to use and was valid for less than a year. What a con! Just give cash (it has no use-by date!) and do ot bother with these vouchers. They seem to be designed to not be used.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Not impressed

The greetings card shelves in Harrow store looked a total jumble, like they hadn't been tidied up this side of Christmas. Does no-one actively manage the place? They should be ashamed of it.
In spite of the disorder I spotted a card I liked. It was nothing special, just a plain card, but the price was £2.99 - double what one would expect to pay at The Card Factory for example.. On top of this they had the cheek to charge me an additional 1p for a little plastic bag to put it in. Then I was handed no fewer than three different discount vouchers that were of no interest to me, but I wasn't given a receipt for my purchase.
Rather than being a pleasant shopping experience, it will make me think twice before setting foot in there again.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Two months on and no book; no response; no refund

I ordered a book from WHSmith online on 6 November. I have not got the book. I have used their contact form three times and have never had a reply. I have phoned their customer services who said they would call me back but didn't. I phoned my local store but they didn't have the book. The book was a guide for a walking holiday which I took in December. I tried WHSmith because I didn't want to use Amazon but ended up buying from Amazon who delivered my book for free the following day(the day before my holiday) WHSmith still has my money and I have had to pay for phone calls. Other than going to the small claims court, I really don't know what to do.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Wouldn't even give them one star

I am absolutely disgusted at the service I have received after ordering with whsmith online. They have sent me my items in several parts (nothing wrong with that particularly). They then told me they couldn't fulfil one part of my order. Next they then sent me another part of my order but have included the wrong items in part of it! I ordered online as I have no time to get to the shops so I now have to keep these horrible cards and use them. Some of the items were bashed and creased on delivery but yet the packaging was intact so obviously they were damaged before being sent. Last night I tried to contact them using the online form but it appears not to work. And when I checked on here someone has mentioned that they told whsmith the online contact form didn't work, months ago!

Today I get told they can't fulfil yet another part of my order.

Their Facebook page seems not to be 'manned'.

I will never, ever use their online store again. I am so cross. In fact now I've read the reviews here too I don't think ill shop in their high street stores either.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

How tomake a customer feel unwelcome

Pre ordering a book at the Littlehampton store, 8/12/13 12:45 pm
I was served by a very argumentative young lady, who even got angry when I said that I had not been served by her before (I am a regular customer). Informing me that she was the Duty Manager and always serves everyone. When I pointed out that sorry but she had never served me before, took the receipt she handed me and went to look at the book. She obviously thought I had left the shop as she then proceed to talk about and insult me. Hearing what she was saying I made my presence know and told her that talking about customers behind their back was not a good thing to do .
We all know that there are times when work is difficult ( I've been in customer services ) but the big no no is to talk infront of customers, you use descrtion and wait for your break in staff room. This is unprofessional behaviour, I assume she does not like her job , is not trained properly or this it is ok to talk about customers to other customers, very bad news. "Smiths no longer have me as a customer"
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Save your time, your money and your breath! Terrible, terrible service - Customer Service Un-helpful and Did Not Believe Me!!!

I ordered a couple of city maps using WH Smith online service on 7th October. I received an estimated despatch date of 10 days, then received an email within 2 days that the order had actually been despatched but heard nothing more. I waited... and waited.... and had to buy my maps elsewhere because my business trip arrived. No facility to cancel the order online. You have to wait until your order is delivered and then go to the shop and ask for a refund there!
I sent an email today to customer service but the webpage did something crazy, by which I mean I submitted my email, clicked 'submit' but then it cleared my email address and I had no means of knowing whether it had been sent. So I telephoned. Well - THAT was an experience! 0845 number, of course. Spoke to someone who said it was 'very strange' that I had received an email advising me the order had been despatched and not to have received the automated delivery. Not directly calling me a liar, but repeated it enough times to do so in effect. Passive -aggressive. I told him patiently that he needed to feed back to the IT department ... but then he interrupted me until I said, 'Excuse me, I am speaking'. Managed to get my feed back across but the result was a) he repeated it was strange I had not received the 'automated' email, b) the site was perfectly fine, c) if I wanted a refund I would have to go to the shop in Lewisham and ask for a refund. I pointed out he had a) not offered an apology, b) seemed to have no interest in helping his company improve the customer service, and c) as a consequence I would never use the online service again and would post a review online. He couldn't give a fig.
Absolutely no awareness of what constitutes good customer service, no humility and an arrogance that will harm the business, as evidenced by other reviews here.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't bother, stick to Amazon!

I ventured into WHSmith in Bromley today, it's been along time as I usually shop online with Amazon. I picked up two children's annuals, (buy one get one for £1) a Guinness book of records 2014 and Ripleys believe it or not two for £20.00.

When I got to the till I was told the bag that was sufficient in holding my books was 12p!! I asked for the normal bag and was told that they were 1p each and would not be strong enough to hold my books!!! It's a book shop!!!

I find myself turning into Victor Meldrew ( I don't believe it)! I left the books and walked away, surely if they sell the books they can give you a bag to get them home in? This is not a supermarket after all.

When I got home I went straight onto amazon got both annuals for £8 this is cheaper then WHSmith and the other two books for £18, two pounds cheaper then WHSmith. No delivery charge and no packaging charge.

Won't be bothering with WHSmith again!!!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Terrible

Years ago I complained about a store security guard in Blackpool. I worked as a balloon artist in the town centre for years. Having witnessed their security guard conducting himself unprofessionally (he has a bad reputation) he started to harass me. The worst thing was telling his own girlfriend, other store guards, etc lies about me and over his radio. The word soon got out in Blackpool that I was a registered sex offender, having been convicted of child porn among other sex crimes towards children. If I had been a Big Issue Seller perhaps he would have branded me a drug dealer but I worked with children so he branded me a convicted pedophile instead.

When I complained to the female manager, she told me she wouldn't listen to my complaint until she had heard his side of the story. I had to wait for him to arrive in the store before I was allowed to explain in detail. This was made impossible because just him being in my presence was intimidating and I couldn't explain myself and I just left. I made it very clear to her that I didn't want him to be there. He could defend himself when I'm gone. The manager did it on purpose, no question. She didn't want to know. Perhaps the guard had told her that I was a troublemaker. so she wasn't going to handle my complaints. This would happen every time I complained to her.

On another occasion I complained to a male manager of the store. He was just as rude. As soon as I told him of my complaint he turn to the right or left, facing away from me. When I told him to look at me when I am talking to him he said '' I don't need to look at you to listen to your complaint ''. He also refused to give the agency details which the guard worked for, He claimed it was confidential information. I could be anybody.

The last time I complained was to the Head Office. I got a letter telling me that the guard didn't work for them so I would have to complain to the agency. They didn't give me any details of the agency and told me to not contact them again regarding this matter. However if I wish to contact them regarding something else then I was welcome to.

OK he might work for the agency but they have a responsibility. They should have contacted the agency with my complaint. Not just simply not do anything about my complaint.

I have never got over what happened to me. My life was made hell in Blackpool because of him. I was harassed by hundreds of people over the years.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't use WHSmith online - they don't know what they're doing!

I ordered an item on 16 Aug 2013. By 8 Sep it had not arrived. Their website had its status down as 'ordered' I wrote an email asking for information. This is what I received:

"Please accept my apology for the delay in despatching it to you. We are currently experiencing an issue that has affected some customer orders that our Technical Team are currently working to resolve. I regret that on this occasion, it has been necessary to cancel your order.
I am very sorry that we have let you down on this occasion. I do however hope that despite this unfortunate matter, you will remain our valued customer.
Kind regards
Linda Robbins
Customer Service Co-ordinator"

They didn't inform me that there was a problem, just left me hanging on. They could have got in touch to let me know, or not taken the order, but this is the worst way round. When I got in touch, they cancelled the order, which wasn't what I wanted. I then checked other online reviews for WHSmith Online. All of them were bad. Don't use them. They don't know what they're doing. They must be losing SO much business!!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

This company employs college dropouts!

I applied for a job at WHSmith about 3 months ago and was called to a group interview. Being an LLB (Law) graduate with no job, the company chose 15 year old kids over a 21 year old degree holder. Anyway, the pay is absolutely rubbish as the company only does £6 an hour! I advise everyone out there to not apply for jobs at WHSmith. You are not worth it!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Customers comes last in this store!

I am writing this review after several visits to this store located in the shopping Mall in Ilford. On this occasion I found the queue was particularly long while the floor manager was more concerned with restocking a shelf with two of his staff. It was on ly after about ten minutes that one of the assistants came to sere the customers.
After patiently waiting another five minutes I was served by the assistant. She then took my money for the item purchased and then proceeded to spray the air around with a couple of bursts of "Trust Pink" product, before handing me my change.
There appears to be total disregard for the customers. The traditional standards of service with a smile and politeness has disappeared since this shop has been managed by by a new generation of Asian, African managers who are not concerned about customer satisfaction.
Contrast this with the shop next to this, Wilkinson. It is efficiently run with polite staff and a pleasure to visit.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Only use if you don't care when your order arrives

WH Smith have got no idea about how to deal with online deliveries. I ordered a Kobo with first class delivery and it took them nearly 3 days to get round to dispatching it. But that's OK, according to their customer service dept, because the time scale only starts when the item is dispatched. So basically they can take as long as they feel like to get round to dealing with your order. I paid an extra £5.99 because I (wrongly) thought that would mean it would the Kobo would be there within a couple of days. There is just no sense of urgency or seemingly any need to provide good customer service, and they compare really badly with every other online retailer I've used in the last few years. I won't be using them again and I will certainly be telling everyone else not to bother either!
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Don't Bother!

I ordered two books 2 months ago, one book was delivered and it stated that the other book would be available in 1 to 2 weeks, two months on I still haven't received the book. I sent an email yesterday asking for any information regarding when I might expect delivery or any info at all, I had checked the website information regarding the book again and it still stated 1 to 2 weeks for delivery, I received a response email today stating that the order had been cancelled as per MY request! I didn't request my order be cancelled at all, I just wanted some info about it. This has happened before, made an order that totalled nearly £90 in books and I only ever received one of the titles ordered, think I will shop elsewhere from now on. I used to buy all my books from WHSmith and they were at one time a great company, such a pity that they couldn't keep it up.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Terrible. Customer service - Hounslow branch

The manager in the Hounslow WH Smith branch seemed to be one of the most rude, person I have ever come across he seemed to be in a different planet. WH smith should take this issue seriously as they were being since 2010 rated for being one of the worst performing companies (described in various websites) in customer relation services. The manager did not seem to explain the problem when I told him that I will complain to WH Smith he told me to happily do so . I am suprised that WH Smith continues with employing such people as a friend of mine had an issue with the same manager. He doesn't seem to have respect or courtesy when explaining to customers about a situation instead trys to muscle his position. Terrible.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Un-helpfull

On a recent holiday in Aberdeen I wished to purchase a book by Anne Cleeves, after searching the book section and not finding what I required, I saw an assistant at the front of the store who I asked for assistance " Excuse me, can you tell me if you have Anne Cleeves recent book" the reply was "the book section is up there" I replied and said "I've already looked, but didn't see it" again she replied "the book section is up there" before walking away, I at least expected her to come and look, or ask another member of Staff if she didn't know.
Needless to say I won't be shopping in W H Smith in Aberdeen when on holiday there again.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Read the 'T & Cs' and avoid

My 11 year-old son used his godfather's present of a W.H. Smith gift card to order a white Parker Pen for school on 15 December 2012. By the time the new term was well underway on 13 January, he bought a pen elsewhere and asked me to cancel the order. My request was 'not allowed'. The 'terms and conditions' tell me that: 'If we can't supply your order within 60 days, we will cancel the order.' So, although the site has a 'cancel this order' button - the customer can't. Only W.H. Smith can.

If a child places an order, the T & Cs state that W.H. Smith 'may seek compensation from you where you are not 18 and we have suffered financial loss as a consequence' and 'when you place an order this means you are aware of any age restrictions on the products and agree that you are old enough to buy them'. All this is in spite of children not being legally responsible for a contract.

I had seen W.H. Smith as a friendly High Street presence and they may well be so. Their web site is as unfriendly as can be. The threatening nature of the admonition to children is just awful. I shall not be visiting the site again.
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Absolute rubbish - will never order from them online again!

I ordered The Official DSA Complete Theory Test Kit (2012 ed) online from WH Smith on 23rd December 2012. On 29th Dec 2012 I had an email saying the order has been dispatched and will be with me in 3-5 days. It is now 3rd January 2013. No order. Tried to call the 0845 number - was on hold for at least 20 minutes before giving up. Called a local store - staff member said the 0845 number is the only way to enquire about online orders. I ordered online as I have been ill; I have a chest infection and have been in bed for days. I then had to call a local store & the staff member there took my details & the product details and confirmed they have the item in stock & are putting it aside for me with my name on it so I dont have to get out of bed with this chest infection and get into a taxi for a wasted journey. I tried to access the website which promptly stopped working and went into some kind of weird format where HTML seems missing and none of the links work when you click on them. I have no idea how to go about getting a refund for the item they have not delivered as the website doesnt even work properly and nobody answers the phone. Absolutely shocking 'service'. I will never shop with WH Smith online again and will tell everyone I know - facebook, twitter, the works- to avoid them.

Is Whsmith your company?

Get to know your customers. Simply claim your company now. Get real customer insight and respond to your reviews. It's free.

Claim this company Learn more

Is this your company?

Try out Trustpilot's exclusive tools for gathering reviews-- get started with our Kickstart service! And remember, it's absolutely free to respond to reviews. Learn more

Claim this company

Whsmith Details

About this company

Fantastic offers on a huge selection of Books, Stationery, Magazines, DVDs, Music, Gaming, Gifts & Cards with FREE DELIVERY on all orders over £15.

Visit Whsmith

Category

Whsmith is ranked 142 out of 144 in the category

Trustpilot's Commitment

Trustpilot is committed to ensuring better online shopping experiences for everyone, which means we work hard to fight fake reviews. Find out more.

If you notice fake reviews on this company profile, we want to hear about it. Please contact Trustpilot here.

Trustpilot Subscriber

This company subscribes to Trustpilot Business services. Read more about our services for companies here.

No companies can delete or otherwise censor reviews.