Reviews in this sample show recurring problems with in‑store service and staff behaviour at several branches, especially travel locations. Pricing complaints appear frequently for drinks and small packaging items, and there are multiple reports of payment or pre‑order issues online. A minority of customers report positive outcomes, notably quick customer‑service email resolutions and a broad product range. Consumers searching for WHSmith reviews should weigh reports of poor service and value against occasional good experiences with selection and prompt customer support.
Examples from available reviews (Oct 2022 – Feb 2026).
Overall a good experience with easy navigation, quality products and prompt delivery.
“WHSmith’s customer service is top-notch”
Staff were insulting and humiliating during a purchase, causing distress.
“I felt so humiliated disgusted disrespected embarrassed”
Extremely high prices charged for single jiffy bags and envelopes.
“£7.25 for one single brown jiffy bag”
Customer service resolved elderly mother's voucher issue within 24 hours.
“problem was solved within 24 hours. Amazing service”
Most reviews describe rude or unhelpful in‑store staff, with repeated accounts of confrontational or dismissive behaviour that deters repeat visits.
Several reviewers complain about high prices for drinks and mailing supplies and feel overcharged, describing purchases as poor value or 'rip off'.
Customers report problems with queues, limited staffing, blocked displays and difficulties completing purchases both in‑store and online.
A small number of reviews mention expired items or missing stock, while others praise the range and availability of books and stationery.
Many reviewers describe poor staff communication and unsatisfactory responses from customer service; a minority note quick, effective resolution by email.
Overall impressions are largely negative with many customers saying they will not return; a few reviews highlight prompt issue resolution and good selection.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Attempted to charge £20 for cigarettes at London Waterloo.
“he tried charging me £20😡 What a joke!!!!”
Assistant was unhelpful and told customer to get a solicitor.
“no , get a solicitor to help”
Unprofessional staff refused to serve and were argumentative at Terminal 4.
“Very disappointed with the rude and unprofessional service at WH Smith, Terminal 4”
A staff member was ignorant and cigarette prices were extortionate.
“Appalling service by an ignorant member of staff”
Staff member believed they had given too much change and dispute remained unresolved.
“VERY WRONGLY Convinced She Had Given Me More Change Than She Should Have!”
Colchester store is dirty, poorly stocked, and understaffed since last year.
“the shop is so dirty and dusty”
Paid over £5 for two small drinks and will not return.
“It came to over £5?”
Company failed to respond to a serious complaint about a franchise manager.
“The sheer lack of response from this company over a serious issue”
Store is cheap and convenient for shopping.
“Cheap and convenient for shopping.”
Overcharges customers on cigarettes and many other items compared with elsewhere.
“They overcharge the recommended price...”
Reviewer alleges WHSmith is a scam and runs an abuse ring.
“WHsmith is a scam company”
Helpful assistant named Poppy at Crawley Mall aided the customer.
“she was very helpful her name was Poppy.”
Book recycling scheme accepted only 2 of 18 paperbacks despite good condition.
“only 2 were considered for return.”
Helpful staff member Amanda but store prices described as outrageous.
“Downside....outrageous prices!!!!!!!!!”
Reviewer reports racist treatment and rude customer service from staff Jackie.
“I had a terrible racist experience at the Royal Preston Hospital branch.”
Customer criticises high prices for cigarettes and EE SIM at Edinburgh Airport.
“Charged £19.49 for a packet of cigarettes”
Headphones failed to charge and return policy refused refund after 30 days.
“POLICY says if not returned within 30 days I might as well put them in the bin”
Reviewer says don't buy from them.
“All us nit what it seems don’t buy from them and keep their company going”
Customer accidentally bought non-returnable e-gift cards and feels uninformed.
“they're egift cards and non returnable.”
Reviewer struggled to verify an online account and prefers phone support.
“it's very frustrating when you can't verify it !”
As an avid reader and stationery enthusiast, I recently stumbled upon WHSmith while searching for a good online shopping destination to cater to my needs. To say that this brand has exceeded my expectations would be an understatement.
Their online store provides a vast range of quality products ranging from books, stationery and toys, satisfying my every need. I was particularly impressed by their selection of hard-to-find books that are usually not available in regular bookstores.
Navigating through the website is easy with all items clearly arranged in different categories which made finding what I needed effortless. The icing on the cake was their “Expert advice” section which provided helpful tips on various topics relating to reading, writing and studying.
Once I had placed my order at WHSmith's digital counter, there were no issues faced during delivery as it reached me well within time without any damages to the product packaged securely for transportation.
To summarize my experience: WHSmith’s customer service is top-notch with staff members always ready to assist me throughout the journey. Their user-friendly interface coupled with quality products make it one of my go-to destinations for purchasing stationery or catching up on reading material.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
WHSmith is a UK retail chain specialising in books, stationery and convenience items. It operates both high‑street and travel‑location stores (airports, train stations) alongside an online shop, selling reading material, office supplies and everyday travel essentials.