The Book Depository
Reviews and Complaints

I had multiple emails with many customer advisors. Each one of them inaccurately answered my emails, they all answered beside the point and I had to repeat my queries over and over again.
I specifically asked for a refund after not receiving my order for over 8 weeks. Once again, I received an inaccurate reply mentioning things I was not querying about. I did not received an answer to my questions.
It seems to me that the customer advisors do not read my emails and cut and past any kind of reply not related to my queries.
Also, it doesn't seem that the book depository has a system in place to follow the incident by numbers. I gave my order number and also the incident number every single time, thinking they would look at the history. But they don't, they are just repeating the same stuff every single time.
I think this is the last time I order with the book depository. Very poor after sale service. And the fact that they don't issue a tracking number makes things really worse, you can't follow any delivery at all as the post office always ask for a tracking number.
Not happy, do not recommand the book depository.

order number BDU-311-[protected]

The Return of Sproutzilla! (Paperback)
By (author) Tom Jamieson, Illustrated by Mike Byrne
Available - dispatched from the UK in 3 business days 1 £5.76 £5.76
Shipping address:
Helena Rathbone
48 Euroka St
Waverton
Sydney
NSW
2060
Australia Billing address:
Rosemary Rathbone
38, Hermiston Avenue
London
N88NP
United Kingdom

1) Cannot fulfill the order, just keep giving stupid excuses and try to get away. Hoping the next Customer Advisor to take over the issue.

2) Staffs do not understand English, reply like robot( all the same answer).

3) Charge and refund and recharge as they like. (No notification to the customer). Send proof to the Resolutions Specialist and they missing game.
Missing in action. When check again on the status, they play lost of memory game. Ask you to repeat all over again on your query on the delivery status.
And will repeat on the refund, but will not mention on the recharged transaction ( Money taken ).

4) Check on delivery status, Customer Advisor will provide many funny reply. Make you look stupid to check on it.

5) Very rude, do not address customer by name just A or B or there!

6) Provide photo proof, just pretend didn't see it.

7) Don't read the email or don't know how to read, just ask the same thing over and over again. And no solution at all. Playing the delay game hoping that the customer give up the order, so that they do not have to follow up.

8) Good in making the customer like a fool. Stop asking the customer to feedback on the Customer Service provide by the Advisor. After sending the feedback, the same Advisor will still give the same kind of service. Not helpful and unfriendly. Don't waste time on this.

I placed a good sized order with the BD and at the same time registered a change of my e-mail address. My order, unfortunately, was accepted under my old e-mail address and the order confirmation (and presumably all subsequent updates) was sent to the old e-mail which has been disconnected. When I realised this, I contacted the BD, explained this to them and asked that they update my e-mail. Thus began an exchange of messages (on my new e-mail) which has become ludicrous. The BD refuses to accept my new e-mail for this order and refuses to give me the name and contact details of a more senior manager to whom I can appeal. It has become a real Monty Python situation. I cannot believe a company of this size and sophistication can be so utterly pig-headed. Their call centre staff are the most narrow minded bureaucrats that you could ever encounter.

I hope they register this complaint and do something about it. Heaven knows, I have been perfectly friendly and patient up till now, but that forebearance has now run out.

Email address: [protected]@hotmail.com

Order No: BDU-304-[protected]

Book title: Magnetic Resonance Imaging in Orthopaedics and Sports Medicine 3rd Edition

ISBN-13: [protected]
ISBN-10: [protected]

Customer query request numbers:
#[protected]
#[protected]

I wish to complain about not receiving a book and also for the poor level of customer service I have received when trying to follow up with this order not being received.

I have sent several emails without any progress or a satisfactory outcome.

My order is comprised of 2 VOLUMES. I have only received 1 volume. You have clearly not sent me 50% of the order. ( As you will see in the description of this book on your website - the 3rd edition is comprised of 2 volumes).

The order was made 34 days ago (18th October 2019)

I have received VOLUME 2 of the above title (UPPER EXTREMITY).

I have NOT received VOLUME 1 (LOWER EXTREMITY).

I am going in roundabouts with your customer service about trying to have this issue rectified. I have checked with local post and sorting offices - no book is htere. I received one book in the standard time that I would expect a delivery from Book Depository, so therefore you have been using my correct postal address as per the order. I am almost certain that your warehouse distributors only sent one book as opposed to 2 books in this order.

This was a significant purchase - EURO 295, 03 (discount of 10% using discount code). However, the service is now at an unacceptable level. With each email I receive a response from a different customer service agent who ultimately ends up asking the same questions and so no progress is being made with this issue.

Please can you help arrange for them to send me VOLUME 1 (Lower Extremity) of my order as a matter of urgency.

No other outcome or response will be acceptable at this point other than sending the other 50% of my order.

Regards,

Dr Tim O'Flanagan

I ordered 7 kumon books from book depository as it is not available here in Malaysia on 30th September 19.

On the 22nd October 2019 I received 4 out of the 7 books which were packaged in 3 separated parcels. What concerns me was according to my order, all the books were despatched already. I contacted help support and was told to wait until 1st November 2019. I am still haven't got the remainder of the books until now. I contacted customer service again twice and still no response.

I am very unhappy with the service as I really need the books. If they can't send the book, just refund so I can get at other bookstore.

Hello,

My name is Shoshi Herscu. I ordered the book "Big Magic" by Elizabeth Gilbert on July 26, 2019 and haven't received it yet. The order number is:
BDU-209-[protected]
I sent an email about this and informed that I received a copy of "The Ascension Keys" by David Wilcock in bad condition (torn on the side and I had to glue it so I could read it). I checked with the post office here in Israel. Could you please check what can be done? I don't want to pay twice and read it online. I prefer reading a paperback and I think that I'm supposed to receive the copy that I ordered on Book Depository.
If you want to send a replacement, please send it to the following address:
17/5 Tidhar Street,
Haifa 3465601
Israel
If I'll receive the original copy in the meanwhile, I'll either contact you to pay for the replacement or send you back the extra copy.

I'm looking forward to receiving your response.

Best regards,

Shoshi
Phone: +[protected]

I was trying to order a book but got stuck when trying to enter my address details. Finally apparently, SUCCESS! My correct address came up. Then the let down. A notice came up that "the address details are wrong". So where do I go from there? No alternative but to abandon ship. Since then I have had an email saying there is still something in my basket, come back and complete your order. But I can't. I wish I could. My correct address is not being accepted. I have in the past successfully ordered many books from you, delivered promptly, so what has gone wrong? And why am I not being recognised as a regular customer? Why do I have to enter my details every time? Do you not have a customer database, like, for instance, Amazon?
Jacqueline Green [protected]@aol.com I live in Haverhill, England and my telephone number is [protected]

I bought a book and put a message to receive shipping track number (if possible). A impolite person named Jamie J (Customer Advisor) send and received a couple of emails to me and later told me that since my email is different the one I used in website, he cannot give me the shipping track.

Then he asked me 6 personal questions: address, other emails, bank payments that I used, ... and I answered all of them, giving him all my previous addresses, email addresses, Billing address, ...

The impolite and unprofessional guy, after receiving all my data told me to send him an email from my old email!

I am complaining that if he is not able to help, he should not send more emails to me and ask a lot of questions. This is the last time I buy from this unprofessional book seller. They are not able to send track number and they just have a fool sit there answering emails

on the 20th September 2019 i ordered two books and was notified on the 23rd that they had been sent. One book was being sent from the Uk and was received on the 8th of October, the other book was being sent from Australia and has not been recieved.

I emailed Candice who replied and asked me to check the address. I confirmed the address was correct and asked at my post office, who said they need an article id number (which all parcels have) and then they can track it.

I replied to Candice again asking for this, she replied saying another book was being sent which may take a few days to dispatch and 3-5 days further to arrive as they dont expedite deliveries.

Again I requested an article id numer so my post office could track it, she asked if I still wanted another book sent, and to just give the post office my name and address to see if its being held.

I am dissapointed and upset with the lack of customer service provided, I have found Book depository to be very competively priced and reliable in the past.

This service is not acceptable. My husband who is studying has had to have extensions for his assignments due to this book not arriving as stated when being purchased, and now we still have no book and are awaiting another.

I feel honest communication is the most important for good quality customer service, if the book was not sent and therefore an article id not able to be provided, it should have been comminicated, apoligised for and rectified in a suitable manner (ie. fast tracking another book).

I will no longer use, or recommend this company.

Kind Regards Annie Karaberidis
PH:[protected]
email: [protected]@hotmail.com

So I do an order. Supposedly it has to reach in 4 days and be dispatched pretty soon. Three days have passed, still processing. I contact customer service, no response at all when in 24h I should have a response. Nothing at all. This is strange coming from such a large company.

I demand an immediate refund and cancelling of my order. I've already done another one from other page so I will not be needing this one and obviously no need to pay for a product that hasn't even been dispatched.

I placed an order for the book "Dear Evan Hansen" and it was confirmed and received on September 14, 2019 and it said it would arrive at my delivery location (Melbourne, Australia) within 5-8 business days and was dispatched from the depot on September 17, 2019. It is now OCTOBER 3, 2019 and it has not arrived. That is just one of the complaints I have. The other complaints are titan I have EMAILED the company THREE TIMES and filled out the "contact us" form online TWICE and have NOT HAD A REPLY AT ALL. This is disgusting. I would like a reply ASAP and a new book sent out in hardcover, free of charge for all of this. If I do NOT receive an email or phone call from the company within the next 5 Business days, I WILL be taking this further such as the Ombudsman or A current affair etc. It is just appalling and I am so disappointed in the company as I have ordered soo many products from here and never had a negative thing to say except for all of a sudden now.

If someone form the company could email me back at [protected]@s.padua.vic.edu.au or call me on (+61) [protected] it would be amazing. I will then give them my order number etc.

Thankyou.

Lachie Barnsley

Lately, it's been taking longer and longer for shipments be delivered to Canada so I wait longer to flag an item not received. The particular item was ordered on Aug 4
(Another item order made on the same date, 4th of August 2029, took just over a month to receive- Sept 5th.)
It's September 20th the item (BDU-108-[protected]) has NOT arrived. I'm very disappointed this item never arrived as it is a limited edition and I was assured it would be sent out; this after a previous transaction for same item was cancelled by Book depository because seller ran out of this item. Now, I will have to purchase it elsewhere at a higher price, if it is still available. I emailed book depository 4 times over the week and didn't get a single response, for a refund. As a regular paying customer of Book Depository I do no appreciate being ghosted by an online seller and am not sure what I can do.

I have been chasing delivery of this package by using this contact form and had no response. Can you REPLY?
My course started last week and still no book although ordered on 1st September! and dispatched on 4th September.
I want some tracking link to find out where the package.
Extremely disappointed with the service as your website claims the order will be delivered 5-10 days . It is more 13 days from dispatch now!
Expecting a reply today please. I would not like to leave a bad review if this is just a one-off.

I ordered a book at depository book store. but the book has arrived yet till now..
I tried to email company.. big cheater company will tell you that book has dispatch and ask you make sure your address, check it at your local post office without tracking number from cheater company.. I hope there are current duty can stop it for prevention more victims

Order: BDM-085-[protected], put on 30/07/2019, confirmed on 5/08/2019.

according to the tracking page, the order is confirmed and dispatched. However, the press shop which is indicated as pick-up point has closed, and i do not have any information where my parcels have been redirected. I do not have a barcode number, nor any infornation about the freight company, so that I could track my parcels.

I'm VERY unhappy as it's an order of more than 150€ of book, School Books (!) and now the school year has started and my kids dont have their books. :( The whole family is disapointed. Shall i order them again?! then I may end up getting a double shipment one day. PLEASE HELP

Nora Csanyi
[protected]@gmail.com

Ordered books on the 24th July and yet to receive it. Books were to be shipped from UK to Grenada WI. Books have been dispatched according to site but have not arrived. Tried to reach the company in every way possible. One person responded via fb saying my BILLING address had an ISSUE. Sent them screenshots of my card being charged but no response to date. makes no sense cause the books were dispatched.

I have been e-mailing book depository since the 8th july.
Firstly with victoria pyne and then with shabana r, since early august and my request has been falling on deaf ears! In fact, shabana has not answered any of my questions and just robotically keeps saying the same thing over and over again.

Victoria told me to send the booklet back to the appropriate address; which I did do on the 11th july. I sent everything that was requested and apparently book depository has not received the booklet

Subject: re: customer query: my order - order reference bdu-889-[protected]

The book I thought I was purchasing was:
Becoming supernatural by: dr joe dispenza
Order date 4th july

When I received a thin booklet; that was a ridiculous set of questions that have been compliled in a free (clearly stated in the booklet) booklet; to I guess go work with group discussions after reading the book.
I thought this was a complimentary issue and waited patiently for my book to arrive.
After another month, I thought differently and stated to communicate with book depositoruy.

I accidently clicke on the wrong version of what I thought was the book and I had no idea I was purcasing a freeeeeeeeee (do I make my self clear) booklet of stupid questions. Of which I paid over $20 for.

My absolute discussed, has been over the absolute lack of responsibility on book depositories behald, in that, what is a free booklet, (clearly stated in the booklet) being sold for the same price as the book and is easily mis identified as the book when purchasing it,

Now, the company is not taking any liability that a loyal customer (who purchases books all the time), who has done everything requested, is still bookless and has sent back (at my own cost) a stupid free booklet that should not be listed for sale in the first place.

Is this really how you treat customers? I know what happened; the
As a small business owner I am appalled to be treated this way and it actually is about the principle here, now!

Following is the email I received after ordering the book "I love Lemondate". The status of this order continues to show "processing". I have emailed twice to find out what the issue is, but to date have not received a response. This is to be a birthday present - am not happy at all! Can't even find a telephone number to call anyone. I want to know when I might receive this book

Order number: BDU-087-[protected] Order date: 16th August 2019
Hi Robyn Eisenhut,

Thank you for shopping with Book Depository, your order number is BDU-087-[protected]. Your order will be dispatched from our warehouse soon, and we'll let you know once it's on its way to you. You can view your order status online.

Australia Order paid for by: PayPal

Order details Qty Item price Total

I Love Lemonade (Paperback)
By (author) Rowan Sommerset, By (author) Mark Sommerset
Available - dispatched from Australia in 3 business days 1 A$15.26 A$15.26
Delivery FREE
GST A$1.39
Total A$15.26

Thank you for shopping with us,
Book Depository Customer Service Team

I bought 4 books (Order number BDU-806-[protected]) in the last week of July 2019, which were dispatched on August 8th. Until today (!?!?) they haven't arrived in Portugal although the delivery to Peru takes 25 working days. I'm asking myself how is it even possible? Can anyone explain me what takes so long? Another thing is why there is no proper a tracker of my order?

Annoyed customer