Book Depository sent me the wrong book and when I checked the internet I found that it wasn’t the first time that this has happened. Of course, that’s no real surprise for a company of this size but I decided to keep notes this time just in case the customer service wasn’t up to par. Here is a chronology of what happened.
On May 4th, I ordered two books from Book Depository: Gronk: Volume 1 and Gronk: A Monster’s Story Volume 2.
On May 7th, I received two emails saying that they were both shipped.
On Saturday May 16th they arrived. Well, Gronk: Volume 1 arrived, but Gronk: A Monster’s Story Volume 2 didn’t. Actually two envelopes arrived, but both of them contained Gronk: Volume 1.
At first I thought that it might have been my mistake but actually the invoice in one of the envelopes clearly states Gronk: A Monster’s Story Volume 2.
I used the contact form on Book Depository at about 7PM (Japan Time) and received a reply about 4 hours later. Faster than I expected.
Hi, I ordered “Gronk: Volume 1” and “Gronk: A Monster’s Story Volume 2” but I received two “Gronk: Volume 1″s.How do I get this problem fixed? Thanks, Alan.
Hi Alan, I am so sorry to hear this. So I can resolve this for you I just need a bit more information.• The order number listed on the packaging slip that came with the book:• The title of the book listed on the packaging slip:• The ISBN number from the book you have received, this is a ten or thirteen digit number usually found on the back of the book above the barcode.With this information, I can look into what has happened and why you have received this.I look forward to hearing from you.Kind Regards,[NAME REMOVED], Customer Advisor
I replied at 11:10 pm with the order no., book title and ISBN on the book.
At 12:32 AM (May 17th) I received the following message:
Thank you for your email. Please let us know how the title received is different from the title ordered.
I replied at 12:48 AM:
I ordered “Gronk: A Monster’s Story Volume 2” but I received “Gronk: Volume 1”.
Here is a copy of the pertinent content from the first message I sent you:
I ordered “Gronk: Volume 1” and “Gronk: A Monster’s Story Volume 2” but I received two “Gronk: Volume 1″s.
So now I have two copies of the same book, “Gronk: Volume 1”. I don’t have “Gronk: A Monster’s Story Volume 2”.
I received a response at 6:07 PM:
Thank you for clarifying further. I am so sorry we sent the wrong book. I’ve ordered a new copy of ( Gronk: A Monster’s Story Volume 2) you. This will be dispatched soon. Please allow a few days for the items to ship and then (7-10) working days for delivery.Please keep the incorrect book with our compliments.
June 3rd – Received the correct book.
I have ordered books from Book Depository many times and this is the first time a mistake was made. It was resolved reasonably quickly and painlessly. I will probably order from them again. Now I just have to decide who to give the book to.