Waterstones faced a backlash on Wednesday after its flagship Piccadilly store was overwhelmed by crowds during its annual BookFest event, which some attendees described as 'hell on earth'. The celebration of literature, which promised booklovers the chance to meet authors and obtain exclusive merchandise, instead saw long queues snaking up stairs and out onto the street, with social media users joking they had 'survived' the experience.
Kellie Greenhalgh, 33, who attended the event, said she did not see any staff members and that the queues were blocking staircases and lifts. She told the BBC that one author had a panic attack and had to leave. Another attendee, who uses crutches, said she was twice knocked over in the overcrowded conditions while trying to get a book signed.
Amy White, who visited the shop, noted that general shoppers were still trying to browse shelves, pushing through queues of event-goers, some with children or elderly relatives unaware of the event. Despite the chaos, Waterstones insisted that safety was 'never at risk', though it apologised for the 'negative experiences' and acknowledged that some guests may have felt 'uncomfortable or distressed'.
