Why Waterstone's is struggling

Twenty years ago, Waterstone's was my dream bookstore. I loved browsing my (then) local stores in Richmond and Kingston. But in recent years the chain has lost its way. It was no surprise to read in The Guardian that it had a very poor Christmas.

The Guardian's report says people are browsing but not buying. And they're taking photos on their mobile phones of book covers in store to see if the titles are cheaper on Amazon.

I plead guilty to taking photos. But I'm more likely to be getting ideas for birthday or Christmas presents than bargain hunting. Waterstone's is struggling because it has been badly managed. I hate the practice - copied from rival Books etc - of having tables of books dominating the store, rather than decent displays of the latest titles. Those tables seem to carry a muddled selection of titles: fiction, non-fiction, new releases, 3 for 1 offers. I usually lose interest and walk out.

But more serious is the limited selection. I'm a regular visitor to the Richmond Waterstone's again after a gap of 15 years now I work just round the corner. But I'm invariably disappointed to discover the store doesn't stock the business, tech or current affairs title I'm after. By contrast, a quick search on Amazon or eBay comes up trumps, which means I'm more likely to buy online rather than order the title in Waterstone's. And even that option is flawed: I recently tried to order a BBC audio book in Waterstone's, only to be told they couldn't find it. Two days later, it arrived at my door ... from Amazon.

I wish Waterstone's well. It's still one of my favourite stores. But the fact I've still not spent a birthday gift token from the chain after almost three months is not a good sign. Once upon a time, to use a traditional storytelling opening, I'd have spent it in minutes not months.