Not happy at all
Ordered a textbook 3.5 weeks ago. Wasn’t delivered, so I followed it up. Now they’re claiming that I ordered an ebook when in fact I ordered a physical book. They’re showing a receipt for a product I didn’t order. Be very careful.
Solid Online Textbook Store
Have purchased several ebooks books from them. Slightly cheaper than most. Offer AfterPay, which is great for students. I had a slight issue with one book but the issue was resolved fast and efficiently. Highly recommended.
- Verified customer
Customer Service Terrible, Poor Returns Policy
I appreciate with the current COVID-19 situation that enquiries may take a little longer to answer, but it takes more than half an hour to call the customer service team and you have no clue how many people are in front of you, or how long the wait will be. Being given the automated 'please access our live chat for faster response' when the live chat has been turned off just adds insult to injury when you're stuck waiting to speak to someone.
Completely disgusted with the returns policy. The products I received were not as expected - There we...re 2 identical items that were different physical sizes and I was told I could not return them for 'change of mind reasons'. It's not change of mind, the product did not arrive as expected, and as it turns out it is not obvious that there is any difference between them! The picture for each product was identical, you have to click on a separate tab to see the product dimensions to even notice that there are different sizes with the same cover type. There was also 1 brand new book that arrived damaged, with a tear in the front cover! Completely unimpressed after being forced to call and wait in phone queues for well over half an hour on 2 separate occassions! I will NEVER be purchasing anything through Booktopia ever again, and definitely will not be recommending them to anyone.
Worst customer service ever
Ordered a few books, received them, turned out one was ordered in error, first of all needed to ask "permission" to send items back. Received word back probably 9 days after first contact was made. Couldn't reach them by phone, had to email them. After 9 days received word that I couldn't return the item based on their "recently changed return policy". What a waste of a company, will never shop with them again.
Book was purchased in early, well before the pandemic restrictions. I brought through booktopia due to feeling like I was supporting local. The book was apparently in stock. Over 25 days later no book. Requested refund. Now over 35 days later the instock book has been cancelled and a refund will be issued 'when we can'
Great prices and service
I've placed several orders with Booktopia. The website is easy, and all orders have been delivered on time. On the one occasion I received an incorrect order their customer service was very easy to deal with, friendly, apologetic and sorted out the order very promptly with no inconvenience to me. Highly recommend.
Dreadful customer service
Awful customer service- their Live Chat was not working and because of THEIR delay in getting back to me to cancel an order, they penalised me with my request to cancel the order. DO NOT USE THEM! Very inflexible and extremely petty, citing the fact that my Live Chat message did not explicitly contain the words ‘cancel’. The fault was with their faulty Live Chat function, yet they did not apologise for this and instead refused to allow me to cancel!
The worst customer service I have ever experienced. Purchased multiple books and have contacted them over a dozen times in the pats week requesting an invoice for my order, but no response. I have tried calling and they do not answer their phone, live chat is always offline. It is hopeless trying to contact these people. I have still not received an invoice. Furthermore, they refuse to refund items that are not as they are described. I will never shop with Booktopia again. Very dissapointing.
They took payment for two copies when I only added one to my cart. I noticed once I received the order and they won't refund, only a store credit. They also removed the promo code I had added to my order.
didn't respond to emails and had to live chat with them.
Booktopia customer service
Ordered a book for mother-in-law, was sent the audiobook. Contacted customer care to arrange an exchange/store-credit. was refused & ignored. She’s hearing impaired so it’s useless. Wont purchase from here again
Terrible Customer Service
I ordered a book which arrived quickly. Upon the arrival of the book, I found the cover (both front and back) were damaged as well as printing smears inside. I emailed the customer services twice and received no response. I called up and was asked to email through images after they were sent several days went by with no response. I had to email a fourth time to finally get a response.
Simply terrible that it required four emails and one phone call to sort it out. Never again.
I had ordered 3 items whilst in hospital.
I have PTSD due to being seriously assaulted by a patient at work, im a Nurse, therefore my memory is very poor. One of the items was Flowerpaedia which I bought for my friends birthday. She had actually been given the same book at Christmas. As I have bought many items from you in the past, the policy of no refund I find very upsetting. I certainly will not be buying from Booktopia ever again
- Verified customer
Appallingly bad customer service
Frequently slow delivery, shocking policies and appalling customer service. The temerity of the patronising and condescending customer service staff is astounding. I won’t be going back. I have used them a few times with slow delivery, a number of books arrived with some damage, titles often out of stock and long delays on delivery. The straw that broke the dromedary was the ‘service’ I received on my most recent order. I have had fraudsters offer better service.
Slow service and non refundable
I purchased a 3r edition book, as my order was shipped 4th edition was released. I contacted Booktopia asking to upgrade to the 4th ed, returning the unopened book at my expense back to them and paying the extra for the new book. After 2 weeks I had not heard back so I contacted them in person and was told that they would not do the exchange. I will not purchase book from Booktopia again as this is not what I would consider good customer service.
Be aware of refund policy!
I bought a Christmas present for my Mother which turned out to be the incorrect book when she opened it. Booktopia would not accept it for a credit exchange as their returns policy was strict & "too much time had passed" despite my Christmas present explanation & that it was in perfect, unread condition.
Given my purchase history with them, this was very disappointing & it certainly rules out any present purchasing from them in the future.
Misleading and frustrating
I purchased 2 of the same kids books that were marked as 'in stock' 3 weeks in advance only to be sent an email stating that they actually weren't in stock once I had paid. The only way to contact booktopia is via the online chat, no one could give me a straight forward answer but kept saying they had put an urgent alert on my account to get the books here in time. I then tried to cancel the books once they clearly were not going to arrive in time, asking for a refund a number of times, but no one has bothered to get back to me. The books have ...just arrived, 2 weeks after I wanted them, and I still can't get on to anyone. This is not the first time I have heard this about booktopia, I won't be using them again, and I will be warning others of these issues. Could have been easily rectified if someone would just get back to me. Misleading, frustrating and impossible.
- Verified customer
A Great Business Lost Its Mojo
Booktopia at one time was right on the ball. No longer. I ordered a book as Christmas gift on 17th November. I soon realised it was probably not going to be available so after talking to their "chat" support and being assured my new selection was in stock, I swapped. I then rang some days later (13th December) to find that book had never been in stock at all. Ooops and did I want to just cancel. Yes, So, I sat for some time while [name removed] did the deed and came back and assured me the refund via PP was processed. I rang on 20th and spoke...to "[name removed]" who tells me a technical error on their side meant the refund had not happened but would be done. I checked PP today 23rd and nope. On chat "[name removed]" gave me a heartily unsympathetic run of excuses - that I needed to apply for a refund, have it accepted, and then processed. Booktopia, this really isn't good enough. It's a couple of clicks. I have gone via PP now to get my refund. In the old days you would have apologised and offered a voucher. Or, it wouldn't have got this far at all. Btw Booktopia, I believe I can see how this happened "technically" but must I explain errors in your own system to you when understanding has been non-existent?
No Response from Customer Services
Had an issue when I received my recent order. Like another reviewer I tried to contact them via live chat and they were offline. So tried to email but have gotten NO response and its been over two weeks. Also tried calling and got left on hold for well over 30 mins so gave up. I will not buy again from this company as it is impossible to get customer service when there is an issue.
Order Not Processed
Ordered books on 18.11.19, received 3 e-mails confirming books sourced from suppliers and will receive with 7- 10 days. Sent an e-mail after 14 days enquiring after order, no reply. Rang after 16 days, on hold twice for over 10 minutes. Used 'chat' service, took 30 minutes to find books have NOT been sourced, could give no answer if they would ever be available, cancelled order. This looks like bait advertising and misleading & decepetive conduct to me. Let you know if and when I ever get refund.
Would not buy a book from booktopia
Purchased a book from booktopia. Waited my 2-3 weeks for delivery only to receive an email on my final day, saying the book would not be back in stock for another 6 weeks. Emailed for a refund, no reply. Ened up messaging them on live chat before finally getting a response and a refund.
Questions & Answers
I am buying for the first time, I am trying to apply the discount codes but to no avail. What can I do?
I'm sorry to hear you're having difficulty. What discount codes are you trying to use? What screen are you on on our website?
Hi there I have bought a book a couple of days ago and downloaded in on my tablet as I did not have my laptop with me (I actually to prefer to read it on my laptop, however I need to access the book urgently shortly after purchase....it is a textbook!).
I tried to download again onto my laptop today and this is where I will be reading it on. However, I am not able to download it from the same link anymore. When i try the ACSM link to Adobe Digital Editions, it has a error message "Error getting license
License server communication problem: E_LIC_ALREADY_FULFILLED_BY_ANOTHER_USER".
Can you please help me?
Sorry your problem is not in my expertise, I have never downloaded an e-book before. Try googling your problem and/or contacting booktopia themselves.
Unfortunately I think the issue is too complicated to type out the solution. It's probably best to give us a call or try live chat and have someone walk you through it.
I ordered a book (order no. 10716179) almost two months ago and never received it. Can you guys plz help me cancel the order now? plz, reply to me asap ;)
Noah (Zelin PENG)
I'm sorry for the delay in getting back to you. I can see that one of my colleagues has reached out about your order.
If there's anything else we can help you with please let me know.
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