The Works Stores Limited Reviews 

I’m really disappointed with this experience. I’ve contacted you twice about receiving damaged books, and unfortunately I haven’t received a response either time. Every time I call, I’m told to ring someone else, which has been really frustrating and upsetting. I spent over £40 on these books and expected them to arrive in good condition, or at the very least to receive an apology or some support when I raised the issue. Being ignored has made the situation even more disappointing.

Didn't buy anything online as for some sale items the minimum order value was 2. Makes perfect sense for paper or pens but also applies to books. Why would I want 2 copies of the same book?

I love shopping in person at The Works, I would definitely give it 5 stars. Prices are really good and the majority of staff are always very friendly and helpful. This review how ever is for an online order I placed over Christmas. I received an email to say I was being refunded for some of my purchases. In fact when my order arrived (great delivery service) at least half of my items were missing from the order. Even if they were sale items, the items should be available if you are able to pay and complete your order

For the past couple of years I have purchased make your own crackers. Unfortunately this year the style has changed. They are a waste of time and money. Very poor design. The cardboard used is far too thick, so hard to fold and stay, and almost impossible to pull. Please bring back the original design as I used the plain ones for making birthday crackers for friends & family. Very very disappointed. Sue

AMAZING !!!
Phoned up on Saturday as I needed a present for my grandson for Sunday.
Gabbys dollhouse out of stock everywhere so I thought I’d see what my local store had.
The gentleman was extremely helpful & said they had one busy books left.
I asked if they could keep it until Sunday & he said it was fine.
I turned up on Sunday to collect & not only had they kept this aside for me but everything else Gabbys dollhouse related 😍
You don’t get this kind of service anymore & I just wanted to say what lovely staff you have in your Penzance,Cornwall branch.
Above & beyond …felt like I had two personal shoppers 😂
A BIG shoutout for Robert & Michael & buy the way my grandson was absolutely delighted with his gifts ⭐️⭐️⭐️⭐️⭐️

I enjoyed going into that shop and they are friendly

Absolute shower of sh*te

I get they are moving, I get it’s a big job but by god. They are rubbish. 12 days + reply and the agents don’t read the emails properly. Items gone missing due to Evri being useless aswell

Extremely poor service. Trying to get them on the phone… non existent. Waited nearly a hour to get through to someone who told me the parcel had been dispatched priority postage after I chased twice.
Ordered this over 5 weeks ago to miss Xmas rush.
Needless to say I had to run out Xmas Eve to replace all the presents that never arrived. Will never use them again absolutely poor service.

I ordered 2 sets of books on the 24/11/2025 for my Grand daughter as a Christmas present. When they arrived from Evri on 10/12/2025 one set was missing. I contacted customer services and was told to reorder the missing set which I did. Unfortunately it is now Christmas Eve and the books have not arrived. Very disappointed.

I placed my order to arrive before the cut off date for deliveries. I got a message from EVRi on the 14th of December and it says we are expecting your parcel in the next 48 hours. They gave me a tracking number and I gave it a few days to see if they had my parcel and it says we are expecting your parcel in the next 48hours. I searched for The Works customer service number and I phoned them and they said my parcel was lost in transit. It's very poor customer service and communication.

3 weeks with no sign of delivery, finding a number to call is almost impossible and the service was atrocious when i got through. Nearly an hour of gold and transfers to be met with rude staff with bad attitudes who sounded inconveniencex that I was shopping in December. Eventually got cut off just as I requested a refund. Arranging a charge back with my bank and a complaint to the ombudsman instead. Disgusting service, don't use them.
Trying to use a high st store to support them but it's not worth it. Stick with Amazon

Please don't order from The Works I ordered a diary back on 17th November they said it was dispatched on 4th December 2025 stating Evri will be delivering it. Gave me Evri tracking number today on Evri website states waiting to obtain package. On The Works website the tracking number not recognised. Sent email to customer services heard nothing so unless you want to lose money don't buy from this site.

**UPDATE**
Finally got a response from customer care on 19th December. (Order placed on 4th) - “We cannot guarantee delivery before Christmas, do you want to wait or get a refund” - Order cancelled. Utter disgrace.

Ordered Christmas gifts on December 4th but over 2 weeks later no comms and online just says “we are not able to find any information at at this time”. Sent an email to customer services, auto reply “we aim to respond within 5 working days” 5 days on, no response.
Yet I am still getting emails from The Works advertising Christmas presents and last minute sticking fillers!!
How in God’s name are they still in business? This is 2025 and most folk offer next day delivery. 3 or 5 days would be ok. However for a paid order to drop into an impenetrable abyss is wholly unacceptable. Hang your heads in shame.

Placed an order 1st December, still not received, sent an email and no response, tried calling but was no 48 in the queue, had an email today saying they had issued a refund with no explanation and no prior contact

If you’re reading this and haven’t ordered yet… don’t.

15 day delivery time in 2025 is bonkers. Last Christmas shipping day on the 8th…

5 working days to respond to emails and position 37th in the phone queue to cancel an order… 45 minute wait.

Not a serious business, shop elsewhere.

Placed an order on the 29th November. Waited over 40mins on the phone to find out where my order is. Told my order has been canceled and can't reorder in time for Christmas delivery. Was told where my items are in shops around London but doesn't help me if i can't get to the shops. NOT HAPPY!!!

This review is regarding the online service, not the physical shops. The shop staff are pretty good, but their stock is now woeful and not worth the effort. I digress.
We placed an online order about a month ago. Nothing was heard after the initial confirmation email. I attempted to cancel the order after a couple of weeks as nothing had been delivered. This was not allowed. I contacted the customer services team. They could not respond before three weeks had elapsed since the order date. Eventually I received a reply from The Works. I could cancel the order and get a full refund. Huzzah! Then nothing. No correspondence or refund. I will have to go down the debit card provider route. Not a recommended company.

I Was advised when ordering online 15 days for delivery, so was expecting after Christmas, but received within a week. All 9 books received as ordered in good condition although loose in box, Could do with some protection to prevent damage. Great and quick service.

My order has just arrived after a delay. The box is virtually destroyed and it is completely and entirely the wrong order. Someone has mine, I have theirs. Livid.

UPDATE- just spoke to a lovely girl (after a 40 minute wait) who sorted out a refund quickly. I feel really sorry for the people answering the phones because the CEOs cannot get the running of a distribution centre right.

Order items online on 21st Nov. Got a reply to say would be here 12th Dec.
My order hasnt arrived and no one is replying now i want a refund.
AVOID!