I had an issue with a book that had not arrived. After contacting customer service at Blackwells, and speaking with Arwa, all was sorted promptly. I received the book within the next few days. Thank... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Dispatch was a little slower than I expected, but response to my email inquiry was prompt. I was assured all was well - and it was! My book arrived here in Australia in about 12 days. The tracking... See more
Company replied
Blackwell's is my go-to for ordering books online. I order books from Blackwell's for delivery to both the Spain and the US. Their prices are very competitive, their selection is vast, and there... See more
Company replied
I bought a book from Blackwells, unfortunately Evri were tasked with delivery. They failed, claiming 'delivery completed' with a 'fake' photo of a random door, not our door! I contacted Evri but no jo... See more
Company replied
Company details
Written by the company
Blackwell’s was founded on New Year’s Day 1879, at 50 Broad Street, Oxford. From humble beginnings the company has built a worldwide reputation for unrivalled customer service, specialist knowledge and a passion for bookselling. Our mission is to become the world’s most trusted bookseller and to change lives through reading and books. We have shops across the UK, including flagships in Oxford, Cambridge, London and Edinburgh, alongside academic, campus and other specialist shops.
Contact info
United Kingdom
- bookshop.blackwell.co.uk
4.4
Excellent
35K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 89% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Quick issue resolution
I had ordered a book but never got a confirmation or tracking number and I didn’t know what to do because I still got charged. I emailed them and they resolved the issue within a day. It was an email issue.
3 March 2026
Unprompted review
Reply from Blackwells.co.uk
Dear frankie rosario,
Thank you for writing your review for Blackwell's. Although we are sorry for the concern caused due to the email issue you experienced in not receiving your confirmation email, we are pleased to have assisted with your queries to offer a positive outcome. Thank you for placing your order with Blackwell's, we hope to be of service again in the future for your next book shopping experience.
With best wishes,
Blackwell's Online Customer Service
I am ordering from abroad and I am Marina
I am ordering from abroad and I am extremely satisfied with the professionalism and quality of communication I had with the employees. I would especially like to highlight Mr. Nourhan Farag, who was at my disposal during the entire process, promptly answered all questions and provided complete support and assistance.
His kindness, expertise and dedication are commendable. Thanks to his professional approach, the entire cooperation experience was very pleasant and easy.
All praise for the work and I look forward to further cooperation.
28 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Marina,
Thank you for sharing your review for Blackwell's, we appreciate all feedback received by our customers on their ordering experience.
We are delighted that you would rate the level of service received highly when contacting our Customer Service team regarding your order. This is always the experience we wish to provide to our customers when reaching out. Thank you for purchasing your books with Blackwell's, we look forward to providing further books to you in the future for international delivery.
With best wishes,
Blackwell's Online Customer Service
Wouldn't use again
More than 2 weeks after placing my order, I still don't have it - quite possibly because my book is being sent via a combination of Whistl and Royal Mail. Next time I need a book I'll use Waterstones.
*UPDATE* It's now 7 working days since my book was dispatched and I still don't have it, despite Blackwells promising a delivery time of 2-4 days. A customer service rep who's almost certainly a bot has thanked me for my patience and asked me to wait another week. Since they keep moving the goalposts as far as delivery times go, I'm about to do a chargeback.
3 March 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Mr. W,
Thank you for sharing your review for Blackwell's and for providing feedback on your experience of placing your order on this occasion.
We are sorry to learn you had not received your order upon writing your recent update on your review. Our deliveries are usually completed 2-4 working days from dispatch to delivery for UK deliveries and that orders usually arrive within this timescale. It is unusual for parcels to take longer and we apologise for any inconvenience caused due to this unexpected delay and that your delivery was impacted by a delay in transit on this occasion.
You have mentioned that you felt your interaction with us was not a human experience, we wished to assure this is not the case, our Customer Service team are indeed human and we do not use this type of service within our support.
If there has been an unexpected delay in transit beyond control, we advise in our terms and conditions to allow 10 working days for an item to arrive before notifying of lost in transit, as agreed upon placing an order with us. Our Customer Service team are always available to assist should an item unfortunately not arrive after this timescale, in offering a swift and positive solution.
https://blackwells.zendesk.com/hc/en-gb/articles/201578743-Where-is-my-book-my-order-has-not-arrived
If your order is yet to arrive or if our Customer Service team can be of support in any way in relation to this order, please do not hesitate to contact us on blackwell.online@blackwell.co.uk and we would gladly be of assistance.
Thank you again for reviewing your experience, if we can be of support, we look forward to hearing from you.
With best wishes,
Blackwell's Online Customer Service
Swift and resolute.
Was looking for a replacement to Book Depositary as they have stopped selling books and came across Blackwells.
Bought a set of 3 books first and then ordered another 3. The second batch containing 3 books, one of them arrived torn. So I contacted customer support and was handled very professionally and was refunded on the torn book because the return postage fee would be higher than the book’s cost.
Ordered another copy and support was great as my replacement copy came carefully wrapped.
Would hope to order again in the future. Thanks to Arwa who supported me in my issue and was swiftly handled and settled.
18 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear lovelism,
Thank you for taking the time to write your review for Blackwell's. We appreciate all customer feedback on their ordering experience.
Although we are sorry for one of your books arriving with damage in transit, we are pleased to have resolved this with you in offering a positive outcome. It is great to hear you felt supported with your query when contacting our Customer Service team and that due to this, you would order with us again in the future. Thank you for purchasing your books with us, we look forward to being of service again soon for your next reads and hopefully becoming a new go-to bookseller.
With best wishes,
Blackwell's Online Customer Service
Good service
. Very good customer service and the book arrived as described. Disappointed at the use of EVRI as a courier.
7 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Gerard Clark,
Thank you for reviewing your experience of ordering with Blackwell's. We are pleased that you felt supported when contacting our customer service team and your book arrived as expected.
In regard to our postal services, the final stage of delivery for our parcels are delivered by Evri and Royal Mail. Unfortunately it is not possible to direct a parcel journey, as factors such as size/weight/location etc are taken in to consideration when the final carrier is arranged. We hope you will consider ordering from us again in the future and should you do so, we look forward to being of service.
Thank you for purchasing with Blackwell's.
With best wishes,
Blackwell's Online Customer Service
Kind and helpful
Kind and helpful, quick follow-up when I had questions regarding my purchase. Highly recommended😊
12 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Frank Egil Olsen,
Thank you for writing your review for Blackwell's. It is lovely to hear you felt supported by our Customer Service team when you reached out with your query. Thank you for recommending our service to others, we hope to be of service again soon for your next book shopping experience.
With best wishes,
Blackwell's Online Customer Service
Found the book I was looking for
Found the book I was looking for. I live in New Zealand and was able to track my order easily. I received my order almost a week before the estimated time. Pricing is very competitive with other providers. Very impressed.
26 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Doris Andrews,
Thank you for writing your review for Blackwell's. It is great to hear you were able to locate the book you wished to purchase with us and that you were pleased with the level of service received, in regard to speed of delivery to you in New Zealand and our competitive pricing. Thank you for purchasing your book with us, we hope you will consider us again in the future for your next book purchases and we look forward to being of service.
With best wishes,
Blackwell's Online Customer Service
Faster Shopping
I appreciate how black Walls continues to email me. My difficulty was that it took
longer than expected from England since I live in the United States. I would suggest finding ways to ship faster and offering a PDF or e-book option while we wait. Thank you very much, Dr. Archie Johnson.
21 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Dr. Archie Johnson,
Thank you for reviewing your experience of ordering with Blackwell's. We are sorry to learn your order took longer than expected to arrive with you and if it was longer than the usual 10-15 business days we advise for international delivery from dispatch, we apologise for your order experiencing an in transit delay. Normally, we are pleased to offer a quick delivery to the US as we have smooth processes, in that they usually arrive sooner than the 10-15 business days we advise for international delivery. If this was not the case on this occasion, we hope you will consider us again in the future, so we can showcase this level of service we can provide.
Unfortunately, we do not sell e-books, so we are unable to sell digital books as suggested but thank you for this feedback.
Thank you for placing your orders with Blackwell's, we hope to be of service again for your book purchases.
With best wishes,
Blackwell's Online Customer Service
My granddaughter wanted a book called…
My granddaughter wanted a book called .. every cowgirl needs a horse.... which I couldn't find anywhere. Luckily Blackwell's had it in stock. Very happy with delivery and excellent customer service x
20 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Liz Mackay,
Thank you for writing your review for Blackwell's. It is lovely to learn you were able to locate the book your granddaughter wished to be gifted and that we were able to provide this to you when it was hard to locate. Thank you for purchasing your book with Blackwell's, we hope to be of service again in the future for your next book purchases.
With best wishes,
Blackwell's Online Customer Service
Great!
Great, fast international shipping! When I had an issue with my package being lost (it wasn't luckily, the mailman marked it as delivered thwn dropped it off the next day instead) they were very willing to help make it right!
26 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Amanda,
Thank you for writing your review for Blackwell's. We are delighted that you would rate our service for international delivery. It is also great news that your order was successfully delivered so our support was not required further on this occasion, although we are always please to support if our help is ever needed. Thank you for purchasing your order with us, we hope to be of service again soon for your next reads.
With best wishes,
Blackwell's Online Customer Service
International delivery
International delivery. Great selection of books. Easy site to navigate and shop. Packaging is reliable. Books have come to me in good condition.
26 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Tatjana Radulović,
Thank you for reviewing your ordering experience with Blackwell's. It is wonderful to learn that you would rate our service in terms of our wide range, ease of using our website and the items received when placing your international orders with us. Thank you for shopping with Blackwell's, we hope to be of service again soon for your next book purchases.
With best wishes,
Blackwell's Online Customer Service
Excellent customer care
While there is so much that is distinctive and commendable about what Blackwell's offer, especially in the form of books, of course, what has impressed me consistently has been their commitment to customer care, as has been reflected, in my experience, by the understanding and knowledgeable manner in which they have dealt with any queries that I have raised, not to mention their commitment to free postage and packaging, a stark contrast to the big A.
9 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear APH,
Thank you for sharing your review for Blackwell's. We are very pleased to learn you would rate our Customer Service care that you have received when requiring support with your orders. It is always our aim to offer a high level of customer service with all customer queries, so we are delighted that you felt supported when making contact.
It is also great to learn you would rate our service in regard to our range of books, delivery included in the price and packaging. Thank you for placing your book orders with us, we look forward to being of service again in the future.
With best wishes,
Blackwell's Online Customer Service
Never Order From Them
I ordered books from Blackwell’s in early November and waited almost four months without ever receiving them. After multiple failed delivery attempts by their service, not only did I never get my order — Blackwell’s also processed a refund without asking me or consulting me at any point, even though that was not the resolution I wanted. Their lack of willingness to provide real support or meaningful alternatives was deeply frustrating. The delivery logistics and customer service handling were both extremely poor, and this experience has seriously damaged my trust in Blackwell’s services. I do not recommend ordering from them based on this experience.
3 November 2025
Unprompted review
Reply from Blackwells.co.uk
Dear Elle Verdu,
Thank you for sharing your review for Blackwell's, we appreciate your time in providing feedback on your experience of ordering with us on this occasion.
Blackwell's would never wish for a customer to not successfully receive their order and apologise that regretfully your parcel was not received on this occasion. We wish to assure this is a highly unusual occurrence, with thousands of parcels successfully delivered to our customers around the world daily. Please accept our apologies for the disappointment caused in your order not successfully being received on this occasion.
If an item has been sadly lost in transit with the postal services and 25 business days has passed for international delivery, we will provide a refund as lost in transit after investigations. This allows our customers to place a new order should they wish to. We apologise for any frustration caused in this refund being issued in this way.
We hope you will reconsider ordering with us again in the future and should you do so, we look forward to being of service. If our Customer Service team can assist further in any way in relation to your order and experience, please do not hesitate to contact us on blackwell.online@blackwell.co.uk
With best wishes,
Blackwell's Online Customer Service
Reply from Blackwells.co.uk
Dear Cristina Zugravu,
Thank you for posting your 5 star review for Blackwell's. We are thrilled that you would rate our Customer Service highly. Thank you for purchasing your books with us, we look forward to providing further orders to you in the future.
With best wishes,
Blackwell's Online Customer Service
Pretty OK but Parcels Get Lost Often
Pretty ok website just extremely long shipping time and delivery time. Decent book prices, they do free shipping in Europe so that's very nice but the parcels get lost very easily and relatively often so the quite long wait for the books (if you don't live in the UK) doubles. They do send a replacement no issue or give you a refund so that's nice at least.
22 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Ugnė Dzikaitė,
Thank you for sharing your review for Blackwell's. We appreciate all customer feedback and thank you for providing your experience on this occasion.
We are sorry to learn that you have experienced parcels not arriving safely with you and apologise for this occurring with your local postal services. International deliveries are successfully delivered to our customers around the world daily, so we are sorry to learn you have experienced this on more than one occasion. Our Customer Service team are always available to support should an item sadly not arrive in transit and we are pleased to have assisted with your order queries, to offer a positive solution when contacting us to notify.
It is great to hear you are pleased with our website, competitive prices and delivery included in the price and would rate our service for this. We hope you will consider ordering with us again and should you do so, we look forward to your next visit. Thank you for purchasing with Blackwell's.
With best wishes,
Blackwell's Online Customer Service
I had a problem with a damaged book and…
I had a problem with a damaged book and the person I contacted at Blackwell really helped me. My experience talking via email was great and she really helped me out.
18 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Armeen Ali,
Thank you for writing your review for Blackwell's. Although we apologise again for your book arriving regretfully with damage, we are pleased to have supported upon being informed and offering a positive solution. Thank you for purchasing your books with Blackwell's, we hope to be of service again in the future.
With best wishes,
Blackwell's Online Customer Service
Reply from Blackwells.co.uk
Dear Tara,
Thank you for reviewing your experience of Blackwell's. It is great to learn you would rate our Customer Service support, our Customer Service team are pleased to assist with any queries, 7 days a week. Thank you for ordering your books with Blackwell's, we hope to be of service again soon for your future book purchases.
With best wishes,
Blackwell's Online Customer Service
I love this company
I love this company! I live in the US, so when a British book comes out, we have to wait awhile to get it here. I can go online to Blackwell’s, order it and get it way before it’s available here with free shipping! The prices are great. They even beat Amazon a lot of times, and the one time I had to contact customer service about a question, they were so nice!
17 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Deana Marie,
Thank you for writing your review for Blackwell's. We are delighted to learn that you enjoy purchasing your books with us, especially UK editions for delivery to you in the US. Our Customer Service team are always happy to assist with any queries and it is great to know you felt supported when you needed help with your order. Thank you for purchasing your books with us, we look forward to continuing to be of service.
With best wishes,
Blackwell's Online Customer Service
They're now using Evri...
They've started using Evri for delivery, so lo and behold my book arrives wet and sodden - It's readable now it's dry, if a little bendy.
They didn't even give the option to pick up from a parcel shop which is usually more reliable for Evri... Order at your peril!
So I need to find another bookshop to order from that isn't Amazon...
12 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear John W,
Thank you for sharing your review for Blackwell's, we appreciate all feedback received from our customers on their ordering experience and thank you for your time.
We are very sorry to learn your order arrived water damaged and apologise for the disappointment this will have caused. Our parcels should be left in a secure location where weather damage is not a factor and we apologise that this was not the case for your delivery. Should a book sadly arrive in this condition, we advise to please contact us within 72 hours of receiving, on blackwell.online@blackwell.co.uk with a photo of the book received, so we can advise and support.
https://blackwells.zendesk.com/hc/en-gb/articles/201193097-My-order-has-arrived-damaged
If you did not contact us when you received your parcel, please do not hesitate to contact us with your order number and a photo of your book now, with the subject header 'Trustpilot - John W' and we can be of assistance.
We hope you will reconsider ordering with us again in the future and should you do so, we look forward to being of service.
With best wishes,
Blackwell's Online Customer Service
Great Service
Ordered 2 books online and immediately had email confirmation. Recieved one book and payment taken however no payment taken for 2nd book. On enquiring via email late on Sunday night, a response was in my inbox first thing Monday morning confirming 2nd book and that payment would be taken on dispatch could not fault them at all and would 100% recommend them to anyone.
16 February 2026
Unprompted review
Reply from Blackwells.co.uk
Dear Deniece Parris,
Thank you for reviewing your experience of ordering with Blackwell's. It is great to hear you felt supported when contacting our Customer Service team, we are always pleased to assist with any queries and are happy that you felt reassured by our positive reply and quick response. Thank you for shopping with Blackwell's and for recommending our service to others, we look forward to your next order placed with us.
With best wishes,
Blackwell's Online Customer Service
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