r/BuyCanadian • u/MissCookie022625 • 17h ago

Questions ❓🤔 Book outlet - poor customer service

I was buying from bookoutlet since it’s Canadian website. I had little to no issues in my first two orders but I last ordered in mid September and several of the twelve books I ordered were in horrible condition.

has anyone reached out to them and got quick reaponses? It’s been 3 weeks and I still haven’t heard back and I just followed up for a third time. Their website says it’s 24 to 48 hours response time…

6 Upvotes

88% Upvoted

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9

u/Previous_Tea_2250 16h ago

Three weeks and three follow-ups is enough to start preserving your paper trail. Keep photos, the packing slip, and the dates of each contact; if they stay silent, check your card issuer’s dispute window before it expires.

1

u/MissCookie022625 13h ago

Thanks for your suggestion. I just looked and they might have ignored my first two requests because I used a different email (even though I stated the date and order number in the email). 

I guess I’ll wait another three days to see if they respond before I start the chargeback process. That would be my last resort because I really wanted to support a Canadian business…

2

u/Amakenings 9h ago

It’s likely the mix up with the email. I’ve had few issues but they either refund or replace the book promptly (if they no longer have stock, they will just refund).

I actually think doing a chargeback is a little offside unless you’re planning on returning all the books. Based on your description, you have issue with condition of 2-3 books out of 12 total.

1

u/MissCookie022625 9h ago

Agree! Those couple of books with issues I don’t think they should’ve shipped them at all - the rest of them were fine (with black marks at the top or roughed up corners). 

1

u/MissCookie022625 9h ago

But I’m also annoyed that I had to follow up three times even though my first email contained the order details and I got a response saying that turnaround time is 24 to 48 hours. 

1

u/Amakenings 8h ago

No, I agree with you. Most of the books have been in great condition, but I have a couple that I asked for replacements for because of the level of damage.

If email isn’t getting a response, I’d try calling them to see if that gets faster resolution.

1

u/MissCookie022625 6h ago

I haven’t been able to reach to them because of work + toddler but I might just have to do so during my break tomorrow… I am getting anxious because it’s almost 30 days since I order and honestly, I don’t have time to deal with returns. I was hoping they would either replace or refund me without me sending them the damaged books back. 

6

u/Adpiava 8h ago

FYI, while they are Canadian, the CEO has ties to a fundamentalist Christian organization with damaging views

https://www.cbc.ca/news/politics/fundamentalist-christian-movement-1.6793677

1

u/lifeinmyhoodie 3h ago

Ughhhhhh thank you for this - I had no idea.

3

u/McLOLcat 10h ago

I've always got quick responses, including one time when they sent me a replacement book because the one they originally sent was sliced open. 

3

u/Driftingblondemom 10h ago

Ive always had great experiences. Now that the website has changed - theyve made several issues on different orders and I havent heard back yet. Im extremely frustrated - which sucks because Ive been ordering from them forever. I really hope they get their shit together. Im going to send ANOTHER follow up email now. Ridiculous

1

u/MissCookie022625 9h ago

I ordered and received my package before they changed their website. I might have sent my follow up email to them right before their launch 🫠

3

u/lemonzested 8h ago

I can’t say it’s related but the two times my CC has been compromised has been within a day of buying something from Book Outlet or Book Depot.

1

u/MissCookie022625 5h ago

Dang. Good to know. I’ve never shopped on book depot before but this is my third order with book outlet and I’ve never had any trouble (knock on wood).

1

u/Comfortable-Nature37 12h ago

I’ve had great experiences with them. Maybe try giving them a call?