SUBMIT A COMPLAINT

The Book Depository / refund not full

United Kingdom Review updated:

As a long time Amazon book shopper I thought I would try BD for a set of books that I have been wanting for a long time – The Oxford Dictionary of National Biography (60 volumes).
I first e-mailed them and asked if they actually had it in stock, very quick reply – oh yes we have 30 sets. All good so on the 23rd Feb I ordered the books and almost immediately $AU2217.86 was debited to my AMEX. So far all good, with 30 copies in stock I expected to get them soon.
On the 4th March I received an e-mail and was told the order was cancelled, could not supply and would refund the money to my AMEX. Annoying but still OK, I will order from Amazon at a slightly higher price.
The next day I checked my AMEX and noted a deposit from BD of just under $AU1400, a shortfall of around $AU800.
Three e-mails later I eventually get an e-mail saying they had payed the correct amount and would do nothing about it and saying not to contact them about the matter again. They even hinted that they would not cooperate with AMEX in any investigation.
The matter is now in the hands of AMEX international investigations who I trust will resolve the matter.
Will I or anyone I know do business with BD again? Absolutely NO. Dont do business with them for anything other than cheap books where you potentially have little to lose.
If a BD manager wishes to contact me and resolve this matter I will be happy to post a retraction but as it stands at the moment I have been well and truly shafted by BD to the tune of over $AU800.

St
Sort by: UpDate | Rating

Comments

  • Th
      Mar 11, 2011

    As per our previous email correspondence, a refund for the full amount was issued and received by your card provider. We have also provided documentary evidence of the full refund, in the form of a screenshot from our account, and a unique transaction reference which details the transaction between ourselves and your card provider. As we have provided proof of the full refund, your enquiry would be best directed towards your card provider. Please quote the transaction reference we have provided, as this will assist them in their investigation, and help them resolve your issue swiftly.

    Best Wishes,

    Thomas Randles
    Customer Service Manager
    The Book Depository

    0 Votes
  • St
      Mar 11, 2011

    Thank you Thomas, as I have said I am quite happy for this post to be removed once a resolution is attained which is what I have told the Complaints Board.
    Correspondence from BD today has certainly clarified your position and I am now happy for AMEX to follow through their investigation.
    I am still not happy with the amount of time I had to wait for a reply to my questions and The tone of e-mails I received from your staff.

    0 Votes
  • Th
      Mar 11, 2011

    Thank you, if AMEX requre any further details we will be more than happy to supply any additional information required in order to get this matter resolved as quickly as possible.

    Best Wishes,

    Thomas

    0 Votes
  • An
      Mar 22, 2013

    "The Book Depository is awful store .

    March 20th, morning, I ordered two books but while waiting for showing up order conformation site, something wrong happened ... over 5 minutes I waited but finally my PC was frozen. Later I ordered again.

    I was afraid that I might order same books twice and asked customer support to make sure and cancel one order if there are double orders. Customer support just sent cancelation notification about order BDA-010-04761169689 and never mentioned another order BDA-809-93761266545 active.

    I checked my order history and knew there was BDA-010-04761169689 cancelled. Still now BDA-809-93761266545 has nat came up in my order history,

    Later I ordered same books at Amazon com (I live in California, USA).

    Next morning, on 21th, I got notification about order BDA-809-93761266545 and they said to me that ''Nineteenth fashion in detail' was dispatched (shipped ) and I could not cancel this ... I have to receive it and return it from SF USA to England. After they receive this, they will refund book fee on my credit card . Also they don't pay returning cost from SF, USA to England.

    Many times I asked why this happened, why my order history can not show up order BDA-809-93761266545, why I need to pay returning cost from USA to England even though I have no way to know order BDA-809-93761266545, Customer support just said that they can not assist this case any more.

    Also I read another review, same double order happened and he returned one book from Australia to England, it past 6 months, they continued to say ''they have not received it yet and they can not refund him". Finally he gave up collecting refund !!

    I am so afraid that same case will happen and I can not get refund about book at all.

    I am still thinking that book Depository must pay refund book and returning cost from USA to England.

    Customer support and this Book Depository was so awful !!

    0 Votes
  • Ra
      Feb 12, 2019
    The Book Depository - Haven't receive my book for 20 days
    Malaysia

    I had made an order on 10 January 2019. But I still haven't received my book.
    My order number is BDM-627-95016780125
    I would like to change my address to
    PV13 Platinum condominium,
    No.9, Jalan Danau Saujana, Taman Danau Kota, 53000 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.
    Please solve this problem as soon as possible. Thank you

    0 Votes
  • Mo
      May 19, 2019
    The Book Depository - Book Ordered
    Australia

    Hi,

    This is not a complain but I can't find anywhere in your website a number to call in.
    I have placed an order just now and I was wondering if that can be cancelled and if a full amount will be refunded?

    If you can please call me at 07 3186 2065, thanks.

    Monalisa

    0 Votes

Post your comment