They said their books are always going to have additional shelf wear, and that most companies would not take liability for products that arrive damaged. I wanted to return the book for a refund (or exchange it if they were getting more in stock), but Book Outlet only offered a 50% refund since they didn’t think the damage warranted more. It was a “bargain” book, not a “scratch and dent,” so it wasn’t supposed to have damage. I received a book that was heavily damaged in one corner (the dust jacket had two 1” tears and was crinkled up, the cover board was scrunched in, and the last 60 pages were folded up). But my business will be going elsewhere, as will the rest of my family's, and all of my 5 star reviews will be changed to 1 star because this kind of behaviour is juvenile and uncalled for and I won't purchase from a company that can't own up to its own quality errors and instead tries to turn it around on the customer. My family visits the Book Outlet retail store at least once a week (has been since it was literally opened), and I make many purchases myself. Denying me a return/refund/credit for items that were NOT AS DESCRIBED is ridiculous. While they were investigating my use of multiple coupons, they should've investigated their obvious lying about the condition of books on their site. No response from customer service since then, as it appears I am being entirely ignored. Then, I received a message saying that because I had used multiple coupons, this would "need to be looked into". I was told that they would give me credits for the books that were damaged. Upon receiving damaged items, I contacted the Book Outlet Customer Service. I have purchased over $350 worth of books recently, and used many of the coupons I've saved from my recent orders. And guess what, two weeks later they claim that they haven't received the book back, and that I should pay for it after all. I returned it, but it was a return card that did not give me a receipt. After proving our previous conversation they sent me a return card for the book. Not till I a couple of weeks later managed to find the address directly to the CEO I received a reply (after another weeks waiting), who first said that they never approved cancellations. The book and the invoice both arrived (a lot later than promised) and when I tried to contact them to correct this I had no luck. I contacted them on Messenger, where they said they would cancel the order and the invoice. After a couple of days I got a notice saying that it was not. Ordered a book before x-mas because the site said it was in stock and I was in a hurry. The poor customer service runs rampant across the company.Don't order from this company! Disaster from beginning till the end. I make these suggestions each time I receive a survey and NOT ONCE have I received a response or comments. I know the brown paper once used was wasted but the books arrive in much better condition. But the boxes are flimsy and the books are allowed to jiggle around during shipping. When the books arrive in good condition your prices cannot be beat. When the books arrived I was then told that title was out of stock & you do not refund return postage or the cost of books So I am out twice. Also I was required to return the damaged merchandise This I did - return postage was $30. I’m still wondering how to accomplish this. One time I was required to prove things fell out through tears & holes. In addition I’ve tried numerous times to get positive results. I’ve received books missing pages - broken spines with loose pages. I’ve lost small books & bookmarks out of the holes & tares. I have yet to receive a parcel that was not mangled. Tracking is weird - difficult to really know the schedule & where package is in its journey. Do you care about customers & customer service
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