Waterstones — Local services in London

Nipped into this store around 9pm to pick up a travel guide as I'm going away on holiday in a few days time, I had intended to rush in and out as I was sure they would be closing soon. I headed downstairs where a few of the store assistants were packing up some tables and chairs, but one member of staff told me to take my time browsing as the store was open until 11pm and that the bar was open for drinks if I was interested. He later advised that the fiction section was upstairs and when I told him I was after a travel guide for a trip to Porto in a few days, he told me he could provide me with related literature depending on the area. I went upstairs to check out one of his recommendations and received another brilliant recommendation from another member of staff upstairs, who was warm and welcoming. Based on her enthusiastic recommendation, I picked up a book that I had walked straight past on entering the store. As I paid for my books, she had a chat about the place I was visiting and told me let her know how I enjoyed the book she had recommended. I was really impressed by the knowledge and enthusiasm from the staff in this store, particularly as this was late in the evening on a warm bank holiday. Having worked in retail for many years, I know how difficult it can be to work unsociable hours and public holidays, but the attitude and approach of the staff in this store was brilliant. I am a very self-sufficient shopper and rarely expect much more than a hello and goodbye, but on this occasion I really appreciated the interaction with the knowledgeable staff. I will definitely make use of their recommendations again in the future and encourage others...

if you have a problem with people taking pictures maybe put a sign up. because how is this suspicious/offensive when I clearly took pictures only of 2 wall decorations? I clearly didn’t push my camera in someone’s face for it to be offensive? Why are you making us feel like thiefs? lady working in the cafe downstairs asked me why I’m taking pictures and leaving as it seems suspicious like??? You aren’t in a normal cafe If you don’t realise.. this is downstairs in a book shop. You’re also in one of the most touristy cities on earth right in central London so how can you ask “why are you taking pictures”?? And then she said “it’s because a phone has been stolen recently” okay and? Pick pocketing is so common in London and they probably don’t need pictures of some lights for that.. what does that have to do with me taking a picture of some decoration? No sense whatsoever but I stayed polite. If I were just a tourist (which I assume she thought I was) I would’ve felt like I did something completely wrong.. I’ve been to so many Waterstones and never experienced this as I usually take many pictures of books/deco and do also walk out if I decide not to buy something. Does that make me to a possible thief? Seriously that was so offensive.. honestly running up to someone who’s walking out like they stole something. So uncalled for. She also waited until we were right about to walk upstairs. if you want to interrogate someone at least do it right at the moment they’re taking the picture. It’s NOT suspicious to take pictures in a book shop and leave without buying something. If you have a problem don’t keep books in your cafe downstairs or put a sign up...

My partner, heavily pregnant with twins, has visited this shop today looking for a book about baby development. During the visit, she urgently needed to use the toilet. She asked two employees for help, and both denied her access to the toilets saying that she needed to buy something first. When she asked them for help to find the book she wanted to buy, they told her to do it herself, even if the book was in the first floor and she would have had to get there, look for and find the book, get down to the first floor again and pay for it before being allowed in the toilet. As she is very and obviously pregnant, this was clearly not possible in her state. In the end, she had to leave the shop urgently to find a toilet elsewhere. We have found this company policy and the employees' behaviour completely unacceptable and shameful. We really needed the book so we've come back to buy it, but now I totally regret it. As two different employees have behaved in the same disgraceful (and, to be honest, inhumane) way, I understand that this must be company policy and that employees are trained to react like this. I'll go to Amazon next time when...