The Book Depository
Reviews and Complaints

I have ordered three tarot decks and they were all dispatched on August 6th but I didn't receive them up until now. I have tried to contact the company, sent two emails but no responses up until now. It's been longer than 48 hours that I have sent the emails but their customer service is simply not responding.

I have read some of the complaints on here and I see that many people have been having the same issue, and the worst part of it is that they do NOTHING to solve the problems. I am hoping to get a response from the company AND the full amount refunded back into my account because I did not get the delivery.

And no, nothing's wrong with the post office in my hometown. I called them & went there personally and they said they never got the merchandise.

Order # BDM-162-[protected]

Hello there.

Re: Amazon Order: Order # [protected]

I ordered the above item in 2017 but have only very recently started listening to the CD's.

Sadly one of the discs has some scratches which I thought might have just been sound effects.

However I cleaned the disc with a micofibre cloth, played it again and the sounds continue even during the narration
so I think it must be faulty.

I appreciate that I have had the set for a considderable time now but this is the first time of playing so
am wondering if I can either get a replacement or refund please?

From a brief glance through current products selling onAmazon ot doesn't look as though this edition is still available
but I culd be wrong.

Thank you,

Yours Faithfully,

Neil Dudley

I have purchased a book and a set of Oracle Cards from them on July 10th, 2019 and they say it was dispatched on July 15th from UK. This order was a gift to my friend in Spain and it was to be posted there. Yes, the address is correct. Since start of August (today 7th ) I have been emailing them. No replies. I went to their FB page and sent a message today, there was a response and once I informed them about my complaint - dead. Nill. Nada. Nothing. Total silence. As Amazon aquired this company in 2011, I tried contacting them about this. They refuse.

I returned two books with packing slip to the above address, books were purchased last April and returned for refund. As I did not receive any response regarding this, I was in contact with Nicole Meyer Customer Advisor who told me I had to wait 10 weeks before anything would be done about the refund. When this time was passed, I have continued emailing her with undefined responses. The last two emails have been ignored. I would like to know what has been done about the books and when I will have my entitled refund. I am a very good customer but at present refraining from further ordering as I expect this to be sorted quickly. Books are: "The Invitation" John Arnott and "Essential Training for Preparing for the Glory" John & Carol Arnott. They were duplicated copies from the previous order, all explained in emails to Nicole Meyer. I would be appreciative to receive an immediate acknowledgement of this complaint and action taken pronto... time has been way too long. thank you, Beverley Bakker

PAID for three rare books.
BDM - 655 - [protected]
12 July 2019
Still no email confirmation regarding dispatch. When the Book Depository appears to be the last place where these books appear to be available, and based on past fairy reasonable experience, I nevertheless wish I had researched first the numerous bad reviews.
Probably end up taking this up with bank.
What total time wasters

Book Depository failed delivery and made wrong account refund and claimed that is nothing, they can do to correct it.
They are irresponsible. Every email you sent get directed and replied by another/other persons. There is no accountability established and these people "lip serviced" agents and do whichever is least effort and convenient for they to act. The sequential response falls onto the next other person. So they don't care sincerely upon your compliant neither they r willing to do a proper response. Whatever that is easiest n less effort = that will be their response. Your complaint will go round and round till it died of natural death.

Have not received one of three books in the same order after more than one month. I keep getting templated responses from the email customer service that do not solve the issue and just looks like they want to prolong this until I forget about it. keeps telling me to check with my local post office (which they don't give any tracking number for), and they keep adding the amount of time I should be waiting. more than 1 month is already ridiculous!

I ordered two doreen virtue card decks that I wanted to give as gifts. I have waited two weeks, when your website says they will arrive from and within Australia within 2-3 working days. Today, I have finally received one of the decks, but not the second one. and I have two emails stating that I have ordered and paid for two card decks and then received an email that I have ordered one. I have paid for two and I also have my crdit card statement. I have sent numerous emails and I am going to take action to consumer affairs and contact my bank if I do not receive and answer.
BDU-127-[protected]

All I want is the other card deck I paid for or a refund on one of the decks $21.99

Customer Details
Name: Jose Luis dos Santos Fernandes
Email: fernandes.[protected]@gmail.com
Order No.: BDG-360-[protected]
Postcode: 3030-327 Coimbra, Portugal

Customer Query:

To Book Depository,
Dear Sirs,

I have ordered the Quantitative Methods and Techniques for Planning, C. Wong - Paperback through Order number BDG-360-[protected] on the 2nd of March, 2013.

Since the Order BDG-360-[protected] has been placed on the 02-03-2013, year after year, or even less, I have asked Book Book Depository for the paperback I have ordered and paid for.

Almost 6 years have passed since I ordered and payed for the book, and I am most interested in asking C. Wong or Book Depository, for any special reason for such delay about not sending me the paperback?

I now complain against the Book Depository for not sending me the paperback I ordered and paid for it on 02-03-2013.

In order to justify all my insistence with the Book Depository, I attach many of the mails I have wrote and received from Book Depository, doing with the matter.
But still until now, no Quantitative Methods and Techniques for Planning, C. Wong - Paperback ordered by Number BDG-360-[protected] on the 2nd March 2013 has been sent to me.

So, once more I ask the Book Depository to please be gentle and good enough to send me the "Quantitative Methods and Techniques for Planning By (author) C. Wong - Paperback", that I Ordered and payed for on the 2nd March 2013, once it has been republished on 2/4/2019, or even any other time before this date.

After waiting and asking the Book Depository for along 6 years, why are you always saying that the item has been delayed at the publishers, while at this moment I still can find out in the internet, lots of information about the above referred Paperback, such as:

https://www.bookdepository.com/Quantitative-Methods-Techniques-for-Planning-C-Wong/9780761942825
*Book Depository*
Quantitative Methods and Techniques for Planning
Hardback Planning and Governance: Principles and Practice English
By (author) C. Wong
Product details
Format Hardback | 256 pages
Publication date 04 Feb 2019

Publisher SAGE Publications Inc
Publication City/Country Thousand Oaks, United States
Language English
ISBN10 [protected]
ISBN13 [protected]
List price: 87, 50 €

https://www.tomlinsons-online.com/p-14900008-quantitative-methods-and-techniques-for-planning.aspx
*TOMLINSONS, The Online Book Service*
Quantitative Methods and Techniques for Planning
By (author) C. Wong
ISBN13: [protected]
Imprint: SAGE Publications Inc
Publisher: SAGE Publications Inc
Format: Hardback
Published: 04/02/2019
Availability: Available
List Price: £60.00

Now, 6 years after I have ordered and paid for the Paperback (the real great value at the time), I can't see any reason or good justification for not having it from the Book Depository.

Thankfully, with my Best Regards,
Jose Luis dos Santos Fernandes

I attach the mails I have wrote and received from Book Depository along 6 years, all converted in .jpg:

Customer Details

Name: Manpreet Kaur

Email: [protected]@hotmail.com

Order No.: Order number BDU-[protected]

Postcode: 1473

I got my my order however one of the book which i needed urgently is missing from the shipment .i have ordered book -Matching Supply with demand - An introduction to operations Management however your team sent me a book with name - Curing & Smoking by Steven Lamb.

I contacted team and inform. same instead of resolving this issue they response so unwilling to help .I told situation that have my classes from next week need book urgently however answer is cant do much . This is not customer oriented behavior .

no actions to help customer.
if you lost big money for website that you ever trust. what will you do?

waiting for deck more than 30 days (as website shown 7-10 days)
when I asked, answer is "check the local post office"
already checked for many times till post officer complained and looked down me why don't know tracking no.needed to follow the parcel.
when I sent mail back to "bookdepository" told me repeat, check local post office and address. Are you deaf or blind? I told you ten times tracking no.!

share me any docs to prove you sent out

I am a regular customer of Book Depository. I normally get very good service here but three books relating to the Maigret series were not delivered.
I inquired as to why the books had not arrived and found out that the address was incorrect.
I was then given a screen shot of the address but having bought many books from this webiste and all of them to the same address it seems strange that there should be any discrepancy about my address
I am still waiting for the books

It is this Book Depository
they sell books they never deliver
I ordered two small books, never arrived!

If there is anyone who can help or look at this false kind of trade!
dr Elham Khalil
Langestraat 20- B
Hilversum
Netherlands

Free delivery worldwide

Your order is on its way

Order number: BDU-190-[protected] Order date: 9th April 2019
Hi Elham Khalil,

We're pleased to let you know that your order is winging its way to you, and is due for delivery according to the times below.

Shipping address:
Elham Khalil
Langestraat 20 B
Hilversum
Noord Holland
1211 GZ
Netherlands Billing address:
Elham Khalil
Langestraat 20 B
Hilversum
Noord Holland
1211 GZ
Netherlands

Order details Qty Item price Total
Etched in Stone: Archeological Discoveries That Prove the Bible Etched in Stone: Archeological Discoveries That Prove the Bible (Paperback)
By (author) Lisette Bassett-Brody, Foreword by Lon Solomon
Available - dispatched from the UK in 6 business days 2 £10.69 £21.38

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

I ordered X 3 university books on the 20/02. The first order never arrived so they were resent approximately around 8 March. Two of the books have now arrived and not the third. I am now 6 weeks into my semester and my last textbook has never shown up. When I complained over email, they just keep offering to repost but this will be the third time and they are not offering fast post so I could be waiting up to another ten days. These books were ordered nearly two months ago.

Dear Book Depository,

Please help.
I sent inquiry to [protected]@support.bookdepository.com regarding below order but sadly, I did not receive any updates.

Order number : BDU-[protected]
May I know the exact location of my parcel as I track from the system, I was informed that the books were dispatched but without any tracking number.
Can you please assist to check and let me know asap as I need the books really urgently? I need to know the estimated arrival date.
Thanks ! 😊

Regards,
Dan

Elaine Chan
Order number BDU-882-[protected]

I bought book in Nov 2015 which was waiting publication. Since it has been 3.5 years, I asked for cancellation and refund.

I did not receive my refund. They could not even tell me the details of my credit card. Considering it has been 3.5 years and I have cancelled some of my credit cards, it is not unreasonable.

Nope...the answer I get from 2 officers is that refund has been made. Therefore, it is now my problem. No book, no refund. Just my loss.

3.5 years with no updates when it will be published then a refund which was made without checking if I still hold the credit card.

What should have been done is for Book Depository to check with me - we will make the refund to Visa/master credit card end XXXX. Do you still have the ccredit card?

It is disappointing!

To: Mr Steve James

Please look into the matter that requires your favorable response to resolve it.

Matthew

以下為轉寄郵件：

寄件人: Book Depository
日期: 2019年3月11日 GMT+8 10:23:37
收件人: Matthew Chan
標題: Re: Re: Your Book Depository refund is on its way
回覆給: Book Depository

##- Please type your reply above this line -##
Chantowena J (Book Depository)
Mar 11, 02:23 GMT

Hi Matthew,

This is Chantowena from Book Depository. I trust this email finds you well ?

I can fully understand your frustration, however, sadly this is beyond our control and at the discretion of the publisher.

We are unable to proceed with the pre-order as this was already canceled and refunded.
Kind Regards,
Chantowena J,
Customer Advisor

Matthew Chan
Mar 10, 07:04 GMT

To: Team Manager

I don't care what you were dealing with your suppliers. I was buying the book from you but not your suppliers. I was being told my order was on its way on 4 March. It was kind of cheating if you were not doing so, and I am not responsible to bear your fault / any misunderstandings between your suppliers and your company.

The fact is that you are selling the same book at a higher price, but cancelled my pre-order on 9 March, which was ordered at a lower price on 23 November 2018. And you now ask me to order it again at a higher price, due to cancellation initiated by your side? I hereby request you to proceed my pre-order right now.

Please check with Mr Steve James if your previous reply is current strategy of your company, before replying to me.

Regards
Matthew

從我的 iPhone 傳送

> Book Depository 於 2019年3月10日 02:52 寫道：

Amber-Jade (Book Depository)
Mar 9, 18:52 GMT

Hi Matthew,

I'm very sorry, it appears one of our suppliers provided information to us that they were able to supply this, but were then not able to provide it and the system automatically cancelled the order due to lack of stock. However, it was then made available to us again from an alternative supplier. You are welcome to place a new order for this title.

Apologies for any inconvenience caused.

Kind Regards,
Amber-Jade,
Customer Advisor

Matthew Chan
Mar 9, 10:42 GMT

I am told my pre-order was being refunded, but you are now selling it at regular price. Please explain.

Matthew

> Book Depository 於 2019年3月9日 13:16 寫道：
>
>
> Free delivery worldwide
> Bargain Shop Highlights Children's Books
> Your refund confirmation
>
> Order number: BDM-136-[protected] Order date: 23rd November 2018
>
>
> Hi Matthew CHAN,
>
> We're sorry to let you know we are unable to fulfill your order of the below items, and have issued a refund. We apologise for any inconvenience this may have caused.
>
> We've refunded this amount back to the card you used to pay for this order. Your refund will appear on your card in 2 - 3 working days.
>
>
> Item refunded
>
>
> Order details Qty Item price Total
> Flashback Four #3: The Pompeii Disaster (Paperback)
> By (author) Dan Gutman
> Available - dispatched from the UK in 2 business days 1 HK$48.95 HK$48.95
>
>
> Further questions?
>
> If you have any further questions about your order, please visit our handy FAQs or contact us on help@bookdepository.com.
>
> Thank you for shopping with us,
>
> Book Depository Customer Service Team
>
>
> To make sure our e-mail updates are delivered to your inbox, please add reply@support.bookdepository.com to your e-mail address book.
>
>
>
> Contact us | Privacy policy
>
> © 2019 The Book Depository Limited, UK. Registered company number

So I trusted these guys... big mistake, I set up an email alert for a product which duly they alerted me when the item becms available for order, coming from Australia and with a dispatch of 10 days, not great but okay... imaine my surpise four days later when my item is now showing with a 2 day dispatch, dropped in price and my order is still not dispatched.

I tried to email twice to ask for a refund of the difference and a dispatch in line with what their website now claims, only to be met with a wall of logistical nonesense, there is no cutomer service and I have since requested the order be terminated... I would rather pay more and give someone elsr my business than give anything to Book Depository.

If you order through Amazon they deliver late too, I am never using this company again now and I reccomend others do the same.

Dear person-in-charge

I have ordered book from your company on 10Dec18, it was dispatched on 12Dec18. I waited and i never received. I was told another copy will be sent, now there is nothing.

Usual replies are bein sent to me but is it comimg? I need it badly. I am studying and i need it.

Please help me on this. This isnt acceptable and traumatic for me bein a first time customer.

I have ordered 20 books on November 11, 2018. Of those 20 (2 are awaiting publication), only 6 have arrived. It is now January 10th, 2019. It has been almost 2 months. My order reference code is BDU-268-[protected].

I have contacted customer service on multiple occasions but the answer always seems to be me contacting my local post office myself.

As a seller, Book Depository has a responsibility to make sure that orders are delivered within a reasonable time frame. And, to also step up and look into the matter when customers complain about unreasonably late packages, not tell customers to go investigate themselves.

I was also informed on that Book Depository doesn't send out books with tracking codes to ensure that customers will get their books.in addition, Book Depository is also aware that post offices sometimes hold customer's books without letting the customer know.

Book Depository should start taking more responsibility in informing customers more about when, where and how their books are delivered. Delivering books via parcels with tracking codes seems to be the norm when buying from other online retailers and it is about time Book Depository does the same.

Regards.