Shockingly bad service
I placed an order for one book. Paid for one book via the checkout. Then two weeks later two books arrived in two boxes, two separate invoices. I checked my credit card statement and I had been billed twice. It seems their order confirmations had gone into spam and I was unaware this occurred until they arrived with me. I attempted to contact them by email and got no reply after several days. Covid19, so partially understandable. I then used live chat today and was basically told to return it. No apology or acceptance at all that this might be their fault. So much for the customer always being right. I asked for it to be collected or a pre-paid label provided - they refused. They also failed to offer to reimburse me transportation costs if I paid for it myself. The issue is that they are in the US and I am in the UK. The cost to return a book this heavy by DHL exceeds what I paid for it (around £41) and is therefore not realistic. I explained this several times and was met with a repetitive response that I would need to return it to get a refund. He then changed tack and asked me to refuse the delivery (even though it was delivered) but once I explained I had to open it to check was inside he changed his mind and said that was not possible and I would need to pay to return it myself - despite my repeating this would cost more than the item... He eventually offered to pass it to a manager, but did not seem confident when or if I would receive any better resolution. Really shocking service. They essentially duped my order through a glitch in their website and charged me twice, then refused to even entertain it was their issue and then refused to do anything about it, essentially demanding I return it, knowing full well I could/would not due to the cost involved. Given that this was essentially an unauthorised transaction, what should have happened is an unreserved apology, a promise to investigate their systems to ensure this cannot happen again and an immediate full refund. Then they can sort out collections or pre-paid labels or whatever if they wanted it back. Would give zero stars if I could and will obviously never use again.
By Daniel B.