Website & Phone: ⚑
Old Tappan Road
Poor customer service. I ordered a papperback book from them. I had an account that was few years old and my delivery address was no longer valid but at no point during the purchase the delivery address is displayed. I realized my mistake too late after pressing the order confirmation. The book is coming from the US so i had two full weeks before the book would turn up. That's plenty of time to correct the problem you'd think. No. I've been trying for 2 weeks now to get them to change the delivery address or authorize the courier to hold it in their depot. They have not responded to the 5 emails i sent them and there is no other way to contact them. With COVID19 the courier no longer require a signature so they will just drop it on the doorsteps 200 miles away from where i live now. And i know no-one there that coukd return it to the courier. So frustrating
[EDITED] I've upgraded my rating from one star to four. Ideally that would have been a 3.5 but given they resolved my problem it's more a 4 than a 3. They ultimately contacted me, apologies for the delay in responding, which given the COVID context i could understand and sent me a replacement book at no cost. It is still disappointing they can only be contacted by email and all of this could have been easily avoided if they had been more reactive.
I immediately sent an email to customer service.
The very next morning Lorraine replied, apologizing, and I received a full refund on my credit card.
Not happy with my 'book', but am impressed with their customer service.
Also, I contacted service support at customer-service but they are not replying (I'd sent the first letter 4 days ago, valid on February 7, 2019).
Update, February 24, 2019:
Finally, the money was returned. As service support said, it can take no more than 48 hours, but for me it was around a couple of weeks. As for satisfaction – I've also asked how to get the book I tried to buy (without getting the same error), but they ignored this question.
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