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That my local Waterstones!
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It's not quite my local waterstones. But it is the one I'm mostly to shop in. A very big branch with a wide range of stock - rather than endless copies of the same book which can make some big stores actually dull.
I had a different problem with Waterstones - only resolved by contacting the author and the publisher. It still took over 3 months, but was resolved to my satisfaction. The author was particularly annoyed, and I'd recommend contacting them if you can whenever you have a problem with their books.
Waterstones email customer service does seem to have a poor reputation.