Report: #1037228

Complaint Review: The Book Depository

  • Submitted: Fri, March 22, 2013
  • Updated: Tue, March 26, 2013
  • Reported By: AnglyCustomer — California
  • The Book Depository
    world wide but headquaters Gloucester, U.K.
    United States of America

The Book Depository non refund and no response for my inquiry Gloucester, Nationwide

*UPDATE Employee: Apology for service

Show customers why they should trust your business over your competitors...

"The Book Depository is awful store . 

March 20th, morning , I ordered two books but while waiting for showing up order conformation site, something wrong happened ...... over 5 minutes I waited but finally my PC was frozen. Later I ordered again.

I was afraid that I might order same books twice and asked customer support to make sure and cancel one order if there are double orders. Customer support just sent cancelation notification about order BDA-010-04761169689 and never mentioned another order BDA-809-93761266545 active. 

I checked my order history and knew there was BDA-010-04761169689 cancelled. Still now BDA-809-93761266545 has nat came up in my order history,

Later I ordered same books at Amazon com (I live in California , USA).

Next morning, on 21th, I got notification about order BDA-809-93761266545 and they said to me that ''Nineteenth fashion in detail' was dispatched (shipped ) and I could not cancel this ... I have to receive it and return it from SF USA to England. After they receive this , they will refund book fee on my credit card . Also they don't pay returning cost from SF, USA to England.

Many times I asked why this happened, why my order history can not show up order BDA-809-93761266545, why I need to pay returning cost from USA to England even though I have no way to know order BDA-809-93761266545, Customer support just said that they can not assist this case any more. 

Also I read another review, same double order happened and he returned one book from Australia to England, it past 6 months, they continued to say ''they have not received it yet and they can not refund him". Finally he gave up collecting refund !!

I am so afraid that same case will happen and I can not get refund about book at all. 

I am still thinking that book Depository must pay refund book and returning cost from USA to England.

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#1 UPDATE Employee

Apology for service

AUTHOR: Steve James - ()

Hi, I'm so sorry you had a poor experience with us.

One of my team has looked at this for you and arranged an immediate refund. 

I'm not sure why the fault occurred and you didn't receive the appropriate email confirmation of each order but we will look into this separately.

Please come back to us if you need any further assistance.

Best regards

The Head of Customer Services
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