The Book Depository - advice

shopaholicleo

Has anyone else dealt with this site? The problem is that I ordered a book around the 26th August costing around £5.72 (I know it's not a lot, but it's the principle). It was meant to arrive within 24 hours but after 2 weeks waiting, I cancelled my order. I was not refunded and upon emailing them, they said that I wasn't charged as my order was cancelled. I have checked my statement and it said that I was charged when I placed the order. The Book Depository seem to have no record of this payment, even though I have contacted my bank and got an authorisation number. They have now stopped responding to my emails and there is no number to contact them. What can I do?

bugs

I've used them a lot and always been very happy with their service - even to the extent that about a month ago, I realised a book they'd sent me had a printing error, emailed about it and got a reply within minutes, saying they would send out a replacement and I could keep the damaged one too - which they duly did. So I'm really surprised that they aren't responding if there's a problem and hope you'll get it sorted out. I like them because the postage is free and they seem to carry/be able to source things a bit better than some other more well known places so I hope this is a blip.

The email address I used is help@bookdepository.co.uk but on http://www.bookdepository.co.uk/WEBSITE/WWW/WEBPAGES/viewarticle.php?type=aboutus&id=1 they have email addresses for various individuals. There is a phone number on a press release for them somewhere but I can't find it at the moment I'm afraid. Hope some of the alternative emails help.

red

shopaholicleo wrote: »

Has anyone else dealt with this site? The problem is that I ordered a book around the 26th August costing around £5.72 (I know it's not a lot, but it's the principle). It was meant to arrive within 24 hours but after 2 weeks waiting, I cancelled my order. I was not refunded and upon emailing them, they said that I wasn't charged as my order was cancelled. I have checked my statement and it said that I was charged when I placed the order. The Book Depository seem to have no record of this payment, even though I have contacted my bank and got an authorisation number. They have now stopped responding to my emails and there is no number to contact them. What can I do?

if you are getting no-where with the company, you will probably have to have the bank contact the company - depending on how you paid, you will be protected. i'd send them a final email saying that you are going to open a dispute with your bank reclaim the money back with the hope that they will come back to you, but if they fail to do so to your satisfaction, contact your card provider for advice. good luck!

beadysam

They have been brilliant with everything I have bought from them - although each item I order arrives seperately for some reason! Everyone I know that orders from them can't praise them highly enough...

ngdragon

one of the best companies I have dealt with- great prices too

Lugh_Chronain

I’ve dealt with The Book Depository on numerous occasions and haven’t had any problems regarding ordering, however, I think some of the posters here are missing the point. This thread is about getting a refund and if The Book Depository aren’t delivering this then as far as I’m concerned that is bad business. Unless I’m reading the OP’s post wrong I don’t think he has done anything wrong so why are they delaying his entitled refund. It’s enough to put anyone off doing business with them unless that is it’s resolved soon.

shopaholicleo

I am really annoyed, they didn't give an explanation as to why the book I ordered was so delayed and now they are denying I ever paid them! I know it's a small amount of money but its the principle really, I know I've paid them and I've sent them a reference, so it's a simple thing to check. As I paid by debit card and it's such a small amount, I'm not sure what I can do. The bank says they can't do anything.

I regrettably don't think I can order from them again after this.

jb5

If you paid on a debit card, then you may be able to "chargeback".

Working lunch recently had a series of items on "plastic card" protection, visa debit cards provide the best protection in this regard.

working lunch

I have also used BD a number of times and have been very happy with their service. Only had one problem order and that was dealt with very satisfactorily, (that particular order was placed through Amazon marketplace, though that SHOULDN'T make a difference).

I hope you get it sorted.

HTH

shopaholicleo

Thanks but I paid for it on a Solo card...

shopaholicleo

They still won't budge, I keep sending them the e-mail with the authorisation code, and they keep denying I ever paid. I phoned my bank again and they said they can't do anything.

Lugh_Chronain

You could write to them as a last resort. Their address is as follows:

The Book Depository Ltd
Goodridge Business Park
Goodridge Ave
Gloucester
Gloucestershire
GL2 5EB

Maybe you could try to get a copy of your bank statement and send this along with your complaint.

You could also try contacting Consumer Direct 08454 04 05 06. If you search Saynoto0870 you might find an alternative number for your area.

Good luck!