Rethink your packaging for online orders
Received my online order today and the box was filled with packing peanuts. I haven’t seen these in years, I thought companies had evolved. Packing peanuts are not recyclable or biodegradable! There are so many other options. I won’t be shopping online with you guys any more for this reason.
Terrible service for online customers
I ordered 2 books for a present. I received an email 2 weeks after placement of my order to tell me that one of the books was out of print. Then 3 days later received another email telling me that the other book was out of stock. After receiving the 1st email I ordered another book to replace the one out of print and because it was a separate order I was charged another postage fee. 3 days after this order I received the 2nd email advising that my other book was out of stock. By now the time frame was too tight to re-order another book for...the present. When I questioned them why it had taken so long to notify me they told me it was their IT department who had not updated their stock levels. Even after this episode I checked their website only to find that both books are still listed on the website with no notes saying that they were either our of print of out of stock. When reading the website their dates stipulate dispatch dates not delivery dates. The books I ordered stated 10-14 business days to dispatch. That makes the delivery dates for books ordered close to 3 weeks which is poor service from an Australian company delivering within. Other companies overseas can have things delivered to Australia in 3 days. I asked if the 3rd book could be delivered quicker and all I received back was a copy of the internet picture with the dispatch dates highlighted and circled. There was no offer of any help in arranging a faster delivery or a refund in the 2nd postage. Would not recommend anyone trying to purchase a book from their online store.
Online service is terrible
Right now, their website is broken. You cannot log into "My Account" because the button is broken; but that's where you track your orders. Your only choice is to send an email because checking it on their website is broken. But that's just the tip of the iceberg; they regularly advertise out of order books. Twice I've ordered from there, one of my books in the order was out of order, yet still on The Front Page. Thirdly; their email system is completely automated. I sent in several emails to try and get to the bottom of my order... it was only ...on my 4th reply that I got to speak to a human being. Even then, they had no explanation for why their website is broken - just to ask if I wanted to cancel the order of my book that was out of order (again, that was on the front page). This online service is a mess. If you're going to get anything from them, get it in store.
Dear QBD BOOK SHOP,
I’m 11 years old and I went into to the shop on Tuesday the 26th of December and I was looking for a book called ‘THE SECRETS WE KEEP‘ we went into your store and asked the lady at the counter.She said that she unfortunately did not have it in stock but she could order it for us. So she ordered it and said it will be here in exactly 5 days.I was so excited.
On the 3rd day of waiting we got a message saying it came. I was so surprised at how well it came.
I was at first happy that it was 5 days because it normally is like three weeks or so but three days.
I was so happy and grateful.
Your staff has amazing gratitude and you service is astonishing
Excellent customer service
Today I rang QBD at Epping looking for the Cards Against Humanity Game. The young lady I spoke too was very nice but also told me that they only had 2 left for their staff?? I work in retail and have made that mistake before and asked if they were allowed to do that this time of year (Christmas). She said “yes we get a Christmas bonus every year and are able to put away books and games for ourselves” I was quite confused and said “oh I didn’t know you could do that, thanks for your help”. I then called the Northland store to see if they had any...in stock and the manager I spoke too said they were out of stock however Epping had 2. I kindly said “yes I rang Epping but those 2 they have in stock are for staff” she was utterly disgusted and shocked that they told me this and asked for my details to call me back in 5 minutes. When she returned my call, she said that she rang their Regional/Area manager and they were appalled and said that they would try their hardest to access the game for me and also offered me a 10% discount and $20 gift card. I was so overwhelmed and couldn’t believe they would do this for me. The Manager at Northland called Epping and spoke to the 2IC for me to have one of the games. I felt so bad to take something a staff member had put away but was so happy to receive amazing customer service from the Manager at Northland and 2IC at Epping for all their help. The Manager at Northland didn’t have to go above and beyond the way she did for me, however it showed her kindness and pleasure in helping her customers. I ended up buying exactly what i was after and also another box set of Cards Against Humanity to give them the extra business. I’m very happy and will definitely return back to QBD. No hard feelings to the young staff member who told me stock was for their staff, at least she was honest. Thank you QBD!!
Have to order in November to get before Christmas.
A bit dissapointed that I ordered a couple of books on the 11th December for Christmas.
They weren't sent to the post office till the 16th and you use Australia Post which means they are scheduled to be delivered end of December.
A bit annoying that it will take so long to receive them. I couldn't find a way to cancel the order either. I wasn't awear I had to wait for someone to finish reading the books before they could be sent.
Bought my husband a gift card from QBD and didn't realise it expires after 12 months. Went to the store to see if there was anything they might be willing to do to help - they were rude & totally inflexible... Looks like I just gave the store $50 for absolutely nothing. Will never shop there again. Don't tell me they couldn't have honoured it or at least part of it???
Disappointed with the service of a staff member at fountain gate QBD, i ordered a book and paid on ordering then over a month i had to wait, and then go to collect it only to be abised about how it wasn't paid for even though i know i paid for it..
Its was more the principle of the lack of nice cystomer service, this shop has completely lost my business i will never get from there again..
Genuine commitment to customer service
I've read some earlier reviews complaining about online orders not being fulfilled in a timely manner and books being out of stock (an almost universal problem these days I find when ordering books online from virtually all book sellers). I encountered a similar situation recently when I attempted to purchase some children's books. However, when I conveyed my concerns to QBD I received the most exceptional and unexpected response and sensational customer service. In response to customer feedback the company has gone to the trouble of revisiting...it's whole stock monitoring process to make sure that this does not happen to anyone in the future and to ensure that the stock availability and timeframes on their website are 100% accurate. Kudos to QBD for being willing to listen to customer feedback and invest time and resources in fixing this problem. Now all of their customers can be assured that the stock availability and delivery timeframes on their website are genuine and accurate - not something you can say about most other online book sellers!
Awful and terrible
Bought an ebook because it was cheaper than any other place. Turns out you can only read it through the QBD app and that it is incompatible with any other basic e-reader apps - at least that what I got told over the phone when speaking with their support team. I suppose I should have read the warning - oh wait there wasn't one - in fact the email said I quote "We understand that some customers may want to use their 3rd Party eReader device rather than our eReader app. For more information on how to do this please read this guide". Yet the guide...had no information about how to do this - probably because it apparently can't be done. So I downloaded the QBD app and it wasn't there. Emailed - got no answer. Called the support team and they said they had to refer the problem to somebody else. I was told someone would get back to me in 24 hours. 72 hours later, still nothing. So I called them back. I was told my ebook was not actually available anymore and that they shouldn't have been selling it on their website in the first place. Ok cool, so how come nobody got back to me about it so I could get a refund. Well it turns out they misspelled my email. A bit unsure about how that could happen seeing as they asked me for all my personal details when I payed for the book which would therefore put the correctly spelled email in their system and from there it's called copy and paste. Secondly - you would think if they misspelled my email they should have gotten that automated message saying "failed to send your message because the email is wrong" which should have prompted them to try again. But they didn't.
Still waiting for my book
I used my gift voucher to purchase a book via the QBD website on the 16th December. I was advised that the book would be unavailable for Christmas delivery, which was fine by me. Mid-January I received an email advising that the book is out-of-stock with no expected delivery from the supplier, and that I could cancel my order if I wished to do so. I selected another book instead, and was advised that they expected the book to arrive that week, and they would post it out on Thursday the 19th January. When I logged-in to my account to check the p...rogress of my order, it states that the book is "on order", and hasn't been posted. Both book titles are still showing as available on the QBD online website. Also, I've seen both books in their stores. I will never use QBD again. I've ordered books from Book Depository and had them arrive within a couple of weeks from overseas.
On 6th December we ordered a book on the website which stated "in stock" with an estimated delivery time of 10-14 days. After 14 days and no book we contacted QBD who then informed us that the book was out of stock. As the book was a Christmas gift and we would have accessed it elsewhere had we known that the book was out of stock the customer service lady suggested that we could access the book from a store close by. As our closest store was over an hour away she said that she would order the book (2days) and express post it and that it would ...be possible that it still would arrive by Christmas. I have just received an email saying that the book is out of stock with no due date and that if we wish to cancel the order please do so. Naturally with one delivery day remaining till Christmas I now have no book and no other way to order this book elsewhere. I have no issue with a book being out of stock but this is misleading and false advertising to say a book is in stock when there is no book actually in the warehouse/stores not once but twice. Please do not perpetuate a mis truth by saying you will get a book to me when there is no book to send. I will not be using QBD again but will use Booktopia instead which I have found highly efficient, honest and good to deal with in the past.
- Verified customer
Online vs. In Store
Received purchase from online order which cost $55.99 + postage. Sale sticker still on book $12.99.
And the store I visited before I made the purchase online said "we're out of stock, and not restocking" so I didn't have a choice. Not happy at all that the sale price in store was not past online.
Four attempts later, four months later - still no book.
After recieving a gift certificate in April of this year I went to the website and ordered three books. One week later I recieved an email saying only one of three was available, despite the unavailable books still being listed on the web site. So I selected two other books. One week later I recieved another email saying only one of the two books was available, despite the fact that they were both still listed on the website (in fact still are listed on the site). So I selected yet another book... Guess what?
Four months later, the communication has dwindled off to nothing. Still no book.
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