Georgia (becomingun) wrote in bad_service,
Georgia
becomingun
bad_service

Textbook ordering FAIL.

So I am a theatre student. For those unaware, this means EXPENSIVE TEXTBOOKS. For my Shakespeare class this semester, I was required to have two seperate volumes of the First Folio(as well as a bunch of other crap, but these books are the ones with the bad_service attached) in my hands for the class start date of... Tomorrow.

So, good little girl that I am, I went online and did some price comparisons before I bought(since both these volumes retail at at least $115 each, and I'm poor). I found a good deal at http://www.superbookdeals.com and placed my order on May 5th. I was sent a confirmation email and told that shipping would take 5-10 days max. I printed out the email and waited.

And waited.

And waited some more.



So I decided that if they had not arrived by yesterday, I'd send an email to customer service and do an order track.

So, surprise surprise, I got home yesterday and no books. I went up to my room and pulled up the email with my tracking number in it. I went online and punched it into the little search thing, and I am met with:

CANCELLED - MAY 7

......What? So I call my mother, whose credit card I used to buy the books, and ask "Did you cancel the order? Is the card at its limit, perhaps?" No on both counts, the card has not been used at all in recent months, and she had no knowledge of the cancellation. She asked me, "Did you get an email? Did they call you?" I check through my inbox for the last month, nothing, and I have caller I.D, so I knew there was no phone call. My mother checks her credit card online, and sees nothing of a cancelled order. The card has been charged.

I write them an email and ask about my order, including the order number, and I request an explanation for my order's cancellation and a phone number I can call. I receive this form letter:

Thank you for your interest in Superbookdeals. Our quality assurance process has indicated that our system shows your item has shipped, when in fact is has not. We immediately contacted our sources in an effort to locate a replacement copy, but were unable to do so. As a result we are unable to fulfill your order. We have initiated a refund, and you should receive confirmation via email within the next 1-3 business days.

We sincerely apologize that this error has impacted you, and we regret any inconvenience this may have caused. We are dedicated to providing the best service possible, and we have corrected this error to prevent it in the future.

We greatly appreciate your understanding in this situation and encourage you to contact us if you have any further questions or concerns.


So... They don't actually have the items I ordered, but they advertise them as "In Stock". That's not shitty at all. THEN, when they realise their mistake, NOT ONLY do they not fix the problem on the site, but they cancel the order WITHOUT INFORMING ME in ANY WAY or refunding my money. The site still lists BOTH BOOKS as In Stock.

ALSO, in a more fun turn of events, I contacted them again after this requesting a) a phone number and b) an explanation of exactly what happened, because that's seriously shoddy. I got back today a shorter, almost identical email about how they hope I will shop with them again and how they are dedicated to providing excellent customer service. WHAT CUSTOMER SERVICE????

I am livid. Now I am dealing with an angry prof who thinks it's my fault, and I've had to order the books from a company in the U.K, since they're out of stock or astronomically expensive on almost every other site. I am up shit creek, basically, because of these douchebags.

Any idea of where to go from here? I am SO angry.
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