History Guild / BCA

goffman

Hi guys

I'm a long time member of this site but only just signed up for the forum myself after a bad problem with a company arose, I'm looking to vent a bit and maybe for some advice.

Anyway, the company is the History Guild book club, aka BCA.

I joined them over 12 months ago now to take advantage of their offer of the excellent Simon Schama books at a ridiculous price, and I was informed that I was required to buy a number of books (3 I was told at the time) to complete my commitment. Fair enough.

So as time went on I was cancelling the editors' choice every month either over the phone or by the website, and looking out for books to suit me. However, every few months I would still receive an editors' choice, which I always complained about by email and they sent me a free return label as it was their error.

In around August I purchased three books from them. Admittedly they were on special offer, but no one had told me (and I have never received a copy of the terms and conditions, despite asking on numerous occasions) that these were not eligible. Only after receiving and paying for the books was I told that these did not count. Oh, and it was 4 books now, not the three I was told!

Okay, I said, but can I (again!) have a copy of your t&c or a link to it on the website? No answer. They are only answering the bits of my emails that they wanted to.

I moved house in July and informed them of my change of address which they stated they would update for me. They did. Apart from the fact that they left my house number off my address. Hence any correspondence was being returned to them. In August I cancelled my editors' choice by phone as my net connection wasn't up properly yet (slow BT!). However, on 6th October the editors' choice I had cancelled duly arrived. Again I complained by email about this and was promised a free return label (their mistake) within a fortnight. A fortnight later, no label, put another complaint in. This went on until nearly Christmas. During this time I have been charged two months worth of late return fees!

In with my November edition of the club booklet was a note that if I didn't meet my commitment within 28 days I would be charged the full amount for the books I had at the beginning of the deal. Ok, so on the 28 November I purchased four books - not special offer ones. I immediately fired off an email to customer support to confirm that this would meet my commitment. I got an email back stating that it DID meet the commitment. Good. I still have this email (and all the other emails). I paid for the books I had ordered about two weeks after they arrived.

However, a couple of days ago I received my latest bill from them for over £100! How can this be?! £95 of it was for not fulfilling my commitment. I immediately tried to ring them, but they do not have humans operating the telephones so it is impossible. So I returned to email.

I wrote them an email giving them 48 hours to rectify this, stating and copying in the proof that I had met my commitment, also stating that if this entire debacle was not rectified I would go to the BBC Watchdog program and Trading Standards. I also mentioned about that they should refund the late payment charges and the return fee for the book I cancelled and they still dispatched.

This morning I got back a response stating that I did not meet my commitment, as one of the books I purchased did not meet the requirements. However, I have an email from customer services which categorically states I did. I have fired off another email to them giving them 24 hours to reconsider before I go to the authorities about it and requesting the name and address of their CEO or equivalent. I have also contacted Trading Standards for advice (awaiting a response).

Is there anything more I can do at this stage? Anyone else had similar?

Sooler

Terms & Conditions are on their website ...
http://www.visit.historyguild.co.uk/nmatc.asp?pageVer=TAC

It says on the How It Works page
"When you join the club, you agree to buy at least 4 books in your first year of membership. *"

"* This can be any title except those marked 'Does not count towards your Membership Agreement'."


Does their website or free colour magazine contain any books that are marked 'Does not count towards your Membership Agreement'?

Fat_Boy

My wife had a load of hassle with BCA and their club committments. There is a way to get to speak to a human if you ring their number (not sure how the wife did it but it involved a lot of swearing), however be advised their CS appears to be in Bangladesh and they speak appaling English.

I know how frustrated my wife got with them, so you have my upmost sympathy!

And welcome to the forum

goffman

Thanks for the warm welcome! :beer:

"* This can be any title except those marked 'Does not count towards your Membership Agreement'."


Does their website or free colour magazine contain any books that are marked 'Does not count towards your Membership Agreement'?

I can honestly say I have never seen it. I just checked on the book they are disputing and there is no mention of that either. In fact I would never have purchased the book if I had seen that kind of warning on the page. I have checked through a number of books (including ones heavily discounted) and can find no reference to it ever saying that on any of them! I shall check through the booklet tonight.

As far as the customer service side is concerned, yes it is annoying that I cannot speak to anyone, but I have found what I assume to be the Indian/Pakistan/Bangladesh (delete as appropriate) customer service to be most helpful email-wise. It is only when it is passed to the UK customer services that they become unhelpful.

Thanks for the link to the T&C as well (there is one after all!), I shall digest it later!

Somerset

goffman

Can't advise on what you do next ......... just that I also found them hard work, getting editor's choice books cancelled. returning them when they were sent 'by mistake' etc etc. My experience wasn't as bad as yours, but the whole deal just wasn't worth all the time and trouble, and I got out as soon as I could.

goffman

Just read the "Terms and Conditions". Really, I was expecting something more substantial than a few lines!

Ted_Hutchinson

I found them a dreadful company to deal with. We had one arguement after another with them sending books we hadn't ordered, not sending ones we did order, and then being sent threatening letters when it was their fault we did not complete our minimum order in the due time. I really will never be tempted to deal with any part of that group again.

taxi97w

I fulfilled the 4 book committment deal but was getting naffed off with having to tell them not to send the editor's choice. I eventually got to speak to someone (can't remember how- it was a while ago) and told them that I would ditch my membership if they kept sending me documentation about editor's choice. I said that I could choose to purchase the editor's choice if I wish on my own accord because it is in the monthly review. Now I get the statement without the editor's choice section on it.

krisskross

I also was a member many moons ago........my utmost sympathy to anyone struggling with them. I dsliked the having to opt out of a book every month, and them assuming that you wanted the darned thing and sending it if you were a bit too slow.

Sooler

goffman wrote:

I can honestly say I have never seen it. I just checked on the book they are disputing and there is no mention of that either. In fact I would never have purchased the book if I had seen that kind of warning on the page. I have checked through a number of books (including ones heavily discounted) and can find no reference to it ever saying that on any of them! I shall check through the booklet tonight.

I had a quick browse of their website and couldn't find a single book marked as such.

Don't know if it appears when you put the books in the basket or go to check out. If there's no mention of it anywhere, as well as in the booklet, I'd consider that they were in breach of the terms and conditions.

RightRevBod

Any books that they sell you are unsolicited gifts.

Either sell them or give them away. Otherwise, charge them storage charges.

See this thread here: http://forums.moneysavingexpert.com/showthread.html?t=143811