August 2025 by Molly Goodbarn
The staff here are always welcoming and friendly, with plenty of knowledge and a genuine willingness to help. There?s a great selection of books across different genres, as well as board games and toys to enjoy. The café is lovely too, making it an all-round enjoyable place to visit.
July 2025 by Zoey
I am writing to express my disappointment regarding a recent experience at your store, which left me feeling both uncomfortable and discriminated against.
Until now, I have never encountered any issues when purchasing items from the store. However, during my most recent visit, my friend and I queued to purchase a particular item. My friend was able to make the purchase without any problems. However, when it was my turn, I was unexpectedly refused service by a staff member who stated the item was limited to ?one per household.?
I explained that my friend and I are not from the same household ? we are entirely separate individuals ? yet the staff member changed her reasoning, stating it was instead ?one per group.? This inconsistency and shifting explanation felt unfair and discriminatory, especially since we were standing separately and purchasing individually. I chose to leave the store at that point, feeling extremely uncomfortable and disheartened, though I later regretted not addressing the issue further in the moment.
To be clear, I have always understood and respected the ?one per person? policy, but the way I was treated suggested an assumption that my friend and I were trying to circumvent the rules simply because we arrived together. This made me feel profiled and led me to question whether the interaction was racially motivated, especially after I clarified we were not related, yet was still refused service based on the assumption that we were a ?group.?
Following the incident, my friend attempted to raise the concern with store management by phone but was unable to reach anyone. A formal complaint was then submitted through the website, and a representative eventually responded, stating that the staff member ?did not mean it that way? and that I would be allowed to return and purchase the item ? but only if I entered the store alone.
This explanation confused me further. We were told that customers arriving together may be perceived as ?resellers.? While I understand the increasing concerns of reseller. this approach feels overly assumptive and unfair. My friend and I simply share a common interest and had arranged to meet at the MetroCentre to purchase an item we both collect. The implication that friends cannot shop together without being suspected of wrongdoing is disappointing and troubling.
The woman on the phone further explained that the refusal stemmed from an earlier situation involving a large group purchasing the same item, but I do not believe this justifies the way my friend and I were treated. It is not right to generalize or assume customer intent based solely on appearance or proximity.
I sincerely hope you will review the way this situation was handled and provide clearer, more respectful communication and consistency in applying store policies. Customers should feel welcomed and treated fairly, regardless of whether they shop alone or with a friend.
July 2025 by Matthew A
Beautifully presented store with a good selection of books and a small, comfortable and reasonably priced cafe.
July 2025 by katie wilkinson
great selection of books, reasonable priced and the cafe do fantastic coffees and baby chinos for the kids
June 2025 by Graeme Robinson
A wonderful place, they have books!
April 2025 by Angela Lambton
Visited today with my Brother as I was looking for a particular book. The store is well laid out, it looks bright and cheerful love the wooden shelves and tables plus that wonderful book shop smell. The range of books is limited probably because it is one of the smaller Waterstones, there is still plenty to interest people and a good selection.
Unfortunately not many staff but was able to fairly easily and quickly find my book.
There is quite a good children's area for books.
Unfortunately that's where the positives end. The customer service does seem to depend upon how much you are spending, from observing how the assistant was treating the people in front of me in the queue, he was warm, friendly chatty and gave perfect service, nothing was too much trouble. When my turn came with my one book his face fell and set like stone, he was cold, snappy, didn't even look up at me. His attitude was like he was doing me a favour by selling me a book. He shoved it and the receipt at me then turned his back doing some fake tidying. It was quite disappointing. I don't know if I would return.
March 2025 by Angela Shaw
Small but beautifully formed. Nice little cafe inside.
February 2025 by Maruf Olajide
Nice store with pleasant staff, unfortunately the genre range and volume of books is quite disappointing. I guess they are limited by the small size and space of the shop-floor. I think the best way for people like me to shop here is to check or order a book online first and then collect in store when delivered.
The café is alright, but nothing special... It fills up quite quickly, again due to a small floor-space limiting the amount of customers at any one time.
January 2025 by shirley greenwell
Gets busy but coffee excellent
November 2024 by Alan Millin
Coffee and good books, what could be better..?
November 2024 by Sarah Jane
Pleasant and well-laid out store with very knowledgeable and friendly staff. Katie in particular was lovely and had a genuine passion for the books in her store. This is why I support bookshops.
November 2024 by Craig
They do very well to manage the book shop and the cafe at the same time. Always busy and they have a lot of stock the shelves are always filled
September 2024 by Dylan N
The staff have a genuine love for books and it shows from how they approach you and have a casual conversation about books you may be interested in, and in my case, they are spot on.
This is by far my favourite store and I can't wait to come again.
August 2024 by Jessica Rodgers
Been here multiple times and I love the fact that staff are knowledgeable about the books they are selling and can often give recommendations.
July 2024 by Sam
Lovely shop, with fantastic, helpful and kind staff. Came away with two incredible books after being recommended by staff. The little coffee shop looked lovely and inviting ( smelt amazing ) Definitely will be back next time we visit as it it an oasis of calm in the busy metro centre.
