Ordered online. Received the first half of my ordered a few days later.
I received the other half maybe 6 weeks later.
Now I am someone that likes to keep things in their original pack until I need to use them, so when I took out my brand new Fob watch and realised that it didn't actually work was really frustrating. I set the time, took the plastic thing out, pushed the pin in and nothing. Readjusted it. Nothing. Probably won't be ordering anything other than books from now on.
Called non-profit org, yet your Prices are higher than profit orientated companies
90% of products are more expensive than what people get at office works, and the rest 10% are as pricy as normal shops.
Don't see the point to spend money in this kind of places.
What's more, you guys call yourself a non-profit organisation!? Serious!
Coop bookshop was uncontactable but finally all emails were answered
I wrote the below review based on past experience and fear based on reading all the many bad reviews. While it seems that the Coop bookshop deliberately do not take phone calls, they do answer emails. After little more than 24 hours each of my emails was answered and while it took a few goes to fix my account, everything was fixed and a refund has been received for the member discount not processed on my order. The book was delivered from Victoria to Sydney via Australia Post 3 days after being ordered. It is frustrating not being able to talk ...to someone especially when the website says call this number for help. That aside, the service was good and I have changed the rating accordingly. Previous review: Sent an email to link my online account to my membership number (the link enables discounts). No reply. After 24 hours I phoned the number on the website. Got a recorded message saying they had high call numbers and that I should send an email, then the call was terminated. From reading other reviews this is a stock standard recording that has been there for at least a month. It seems that it is impossible to contact anyone. 5 years ago I changed addresses (people do that) and I asked (by email) for a new membership card (the old card had my address on it from 10 years ago). I got an email confirming I would receive a new card; followed by an email asking "how did we do?". The card did not arrive so and replying that they had completely failed. I did not get a reply. 6 months later I tried again by email. Exactly the same thing happened. The Co-op appears to be an incompetent organisation and only prospers because it essentially has a captive audience on university campuses.
- Verified customer
Will never use again or recommend
I bought a product online on the 10th December 2017 (still hasn’t arrived). After the initial 6 emails I wrote enquiring and asking for an update, I get one back saying “Thank you for your email, just confirming you have received the order.” Obviously not, which is why I had sent multiple emails. After my response to this, still to this day I have had no communication from them. I am now up to 16 emails with no effort to give me any update of any kind. I can no express how angry I am over this and trying to phone I am constantly in a cue which never seems to change from being “sixth in line”. Do not ever shop online with The Co-op.
I am 7 weeks into my 13 week long course and STILL have not received my book. I have contacted them at least 5 times by email, waited an hour to speak to a staff member that gave me a wrong number to contact in regards to the whereabouts of my book....SO FRUSTRATED! Coop says my book is coming.....when?
Customer service is slow
Tried to follow up an order for an 'in-stock" item that hadn't arrived almost 2 weeks after ordering. Web form didn't get a response, tried phoning but got a message about a 'technical error', emailed the recommended email address - still no response. Tried facebook message and comments - still no response. Tried the phone again, finally got through after being on hold for just short of an hour. I explained that after spending 3 days trying to get a response, my studies now start the next day (Friday), no offer of express shipping or anything t...o try and resolve the issue, book will hopefully arrive on Tuesday or Wednesday next week. Last time I order from Co-op. ***Update: Support contacted me to advise they had arranged express shipping, they were apologetic and overall it's ended up an okay experience. Still too slow to respond but the end result is not as bad as it was originally looking.
Online orders are a nightmare
I've never had an issue with Coop... when I've gone into the stores. The staff there are always kind and as someone who worked casual at one of their stores for a few months, I understand that there's very little they can do outside orders you buy in the store. I will say that I don't go too often however, as even with a membership, their products are severely overprice and you've gotta work out for yourself that they will only enforce their match price guarantee if YOU find somewhere cheaper (as in it the product + shipping needs to be cheaper...than their, not just the product), have the proof with you when you go to buy the product and bring it up. But hey, that's business. The only major complaint about the physical stores I have been to themselves is the lengths that they go to to make sure students only sell their books back to them, and the fact they give so little back. I know personally I have gone to sell a good condition book I paid $180 at Coop that they were still using for a first year class the year after back to them and they only offered $30 for it. Don't get me wrong, I wasn't expecting my full amount back, but 1/6 of the buying price when they were still charging like $160 for secondhand copies in the same condition as this one? I find that ridiculous. Furthermore, that year (and I'm assuming the years after), they made it so the only way to access the workbook that was added the year after I did the class in all universities in my state was to buy a package consisting of that and the textbook I was attempting to sell, making it so basically no current student would ever buy their textbook off anyone else. It was not the only class this happened with. But I would guess that that is more company policy than the individual stores being nasty and once again, can be put down to business. Regardless, everyone I have spoken to feels the same way. Their online staff, however, is a completely different thing. Typically they've taken up to a month to deliver textbooks, which, while longer than most sites, is fine once you realise because you can plan for that. However, on a few occasions they've taken longer, once to the point of me cancelling and just continuously going to the library to use the book there. On this occasion, I ordered my books about a month before the semester started. The order went through fine and they took their money straight off as per usual and for a few weeks I didn't think about it. About a week before the semester however, I saw that they were still "processing" the books. I attempted to call them only to not have anyone pick up, so sent them an online form enquiring about a time frame that the books would be delivered, explaining that I began university in a week and even offered to pay extra for next day delivery. No response comes in before I start back at university, so I go and visit the store on campus and see if they can do anything. As I previously mentioned, while I didn't know this at the time, unfortunately the stores can only give you the number to call their head office, which the employee did offer, but I politely refused, telling him how I had already attempted that. About a week after that, I received a very rude response basically telling me to not be impatient as there were many books to be sent out and this was their busy time so they didn't know when the books were coming. Like many reviews here have already said, I knew people who ordered after me who had received their textbooks. I sent back a reply saying as such and quoting some legislation surrounding the matter, reminding them that ironically enough, some of the books I was waiting for were contract and torts law related. This was the only time they replied immediately. I received a far more polite response apologising for their tone and saying that one of the secondhand psychology books I had ordered was not available, but they could send out the rest without extra shipping charges and send the psychology one asap. I now believe that that other psychology book had already been sold off to someone else and they didn't want to admit that they messed up nor give away a new one for cheaper because of that mess up. Anyway, I agreed to the other books being sent first and they arrived two weeks later. It was a grind to do the four weeks worth of work for the classes in time for midsemesters, but I figured let bygones be bygones. Another three weeks passed without the book and with the site still saying it's processing. In this time, I'd messaged them one a week without any response, nor them picking up their phone regardless of what day or time between 9 - 5 I called. By this stage, it was end of week eight of university and about three months since my initial order. My university only has 13 weeks a semester not including exam times. Because of this, I sent one final message asking for a refund as opposed to the book. It took them a week to get back to me, and when they did, the response was very much a "We received all your messages but were deliberately ignoring them until the book was ready so we could refuse to refund you due to it being sent out already" one along with them practically begging me to wait for the book. I stuck to my word and tell them that considering I had done most the readings in the library already, I no longer needed the book and hence just wanted the refund. They took two weeks to get back to that message and say that they will put the refund back into my bank asap. It took another two weeks to do so. Mine is not the only story I have heard from students I personally know both in my state and in two other states and it's gotten to the point where most people I know avoid shopping there at all costs unless they really have to, and even then, it's by physically going to the store as opposed to online deals. My advice would be to check out sites like Jekkle and Zookal, which, while can have a bit of a wait for delivery (2 - 3 weeks), is far cheaper and have had very few unfortunate bad outcomes as all companies do before deciding to go to Coop because it's the "simpler" thing to do.
If I could give a 0 I would
Worst company I have ever dealt with. If you ring their phone number - it goes through phases of non answering, thru to hour long hold periods after which it hangs up on you. If you fill out a web form it will never be responded to. If you contact them via facebook they simply ignore you & it comes up as seen. Essentially, it's fraud. They have your money and aren't going to return it if they don't supply your items. And good luck tracking them down. The five reviews that were positives either have to be employees, management or people who some...how lucked out and got one item without hassle. DO NOT ORDER through their online store. EVER. The grief you will go through, it's cheaper to sell your soul to the Devil. The real kicker was when for asking a question I got blocked by their facebook page.
- Verified customer
I purchased a toy over two weeks ago. The specified shipping time was 3 days, which would have seen it arrive in plenty of time for Christmas. I’m still waiting and wondering whether it will ever arrive. I tried phoning but gave up any hope of speaking to a real person after waiting on hold for over an hour. Finally I got this response from them by email:
“Unfortunately, until now your order request is still stuck on the first part and was never pushed to our order database, I have now escalated this matter to our finance officer and see if ...they can still push this order or if they will need to cancel it.” I lodged a dispute with PayPal on 2nd December, and they’ve contacted the store four times by email with no response. Now I’m just hoping to at least get my money back.
Second Order Screwed Up
Ordered a book and for the second time the order was bumped to their distribution center.
No stock of the book and they didn't bother to notify me of this at all in almost 2 weeks.
When calling to check I was told at least a 3 week wait.
Terrible service, avoid at all costs!!
In store, fantastic but online, what a different story!
So I thought I had lost my LTU nursing badge. So because I live so far from campus decide to buy it online and pay for delivery.
I figured cost for delivery would be that in petrol.
Anyway so I tried to call to make order, no phone connection from them at all. Not at the store, not at the main head office, nothing.
Online there is only an option for a plain bade, so I was calling to specify my order and place it on the phone.
I got onto an online chat and a girl was lovely saying ...
Great selection of books, order times can be long.
Have bought my University books from the Co-op for the last thred years, and have yet to come across a book that they didnt have, or couldnt get in for me.
Great when you are on a budget (so, pretty much all students) because they also keep previous editions of books in stock, at a much lower price.
I was also able to sell back all but one of my books at the end of the semester, as i had written in that particular one.
The only critiscism i have, is that when ordering less popular or less common books, the waiting time can be up to 2 w...eeks. Even when this happens however, the staff are quite helpful in tracking where the order is, and were happy to provide a refund on a number of occasions. Overall, great company and great service.
- Verified customer
Don't buy from here!
So being a new student at Parramatta campus, I ordered a textbook online & noticing the absurd cost for delivery, I decided to click 'Pickup at store.'
So anyways, I walk into the CooP store and asked for my textbook which I've a printed receipt for. The attendant walks away & brings me a textbook; only the textbook they gave me, isn't the textbook I asked for, so I queue up in line again & ask the attendant once more.
The attendant says that this is the textbook for my unit & it takes a good 8 - 10 seconds for me to explain to him, that ...the textbook I purchased is by a different author to the textbook he gave me. The attendant at this point, realises that he gave me a novel (not a textbook) which was 'Free' to anyone doing my unit & had neglected to give me the textbook, which I purchased. Continuing on, the attendant sends me to another attendant, where I'm greeted with a 'what's your problem?' & 'I know how to do my job' after I offered to show my receipt for the purchase.
Online services are terrible! Definitely go into store!
The in store co op is awesome and I have never had a problem with any of the stores and all the staff are lovely! But the online store are ridiculous! This is the second time I have ordered through co op and they have F@*#ed up my order!! Last time I ordered a text book which I needed within the week but the website said it would on take 5days to come so I made the order but it ended up taking multiple phone calls and emails, it ended up taking a month to get to me in penrith. On the second experience I went into store but they didn't have the ...book I needed so I decided to give the online store the benefit of the doubt, which I also needed within a week, now I'm stuck without it because they only sent half my order. Which is very fustrating!
DO NOT USE THEIR ONLINE STORE
I ordered 2 textbooks that I needed this semester online, one of which was second-hand and fairly cheap. I then got two different order confirmation emails, one of both books and another of the 2nd book again. When I contacted them about this they said that I had 2 orders of the second-hand book on their way to me, even though I'd only been charged for one of each of the books. When the first order arrived it was only of the first book, so I figured that the other was just being sent from a different store. However when the other package arrive...d, it contained a completely different, new textbook. I wasn't charged the price of the book I actually received, but it seems odd to me that they managed to send me a completely different textbook of higher value, instead of the actual book I ordered. I will attempt to return the book and get a refund, but having since read the other reviews of their online store, I'm not sure if I will even be able to receive the refund. In the future I will not be using their online store again, as they are clearly incompetent. If you have to, shop in-store, I've had a much more successful experience there.
Similar story to Nat. Books were sent to the wrong address even though I had just edited my profile details with the correct address. Realized immediately and literally called the co-op 30 seconds after purchase and after a 10 minute wait to speak to someone was then told that they would update the address after I told them the correct one over the phone. Long behold, no books turn up! I check auspost for the tracking details and guess what? Nothing had been done, It was sent to the original, wrong address. Now because of their incompetence I have to drive 1.5 hrs just to get my books. Avoid.
Sent order to the wrong address - still waiting
Ordered a textbook from the online store and it was sent to the wrong address, called the helpline and was hung up on 3 times after having to wait in queue to have my call answered. Spoke to 3 different people and none of them were able to tell me why my book was sent to a different address. I had to ask them to redirect it back to the store that dispatched it. That was over a week ago and I have since been into that store and they knew nothing of an order being redirected back to them. The manager said they didn't have the book instock so he ordered one in for me. I haven't heard back from the support centre regarding the book I ordered and paid for. Woeful service on their end as I originally ordered the book two and a half weeks ago.
Avoid - go elsewhere
They are overpriced compared to other suppliers and woefully under stocked. Of the 5 text book I need, they have 2. Considering the University tells them what books are needed, this makes no sense. They suggested I order them and 'maybe' they would arrive in 2 weeks time. The old supplier my Uni used never had these problems. Last semester they ordered 20 books for a unit that had over 300 students enrolled.
Poor Customer Service/Orders take forever to despatch
Use Jeckle or another retailer......Coop are the worst uni book provider to deal with. There website is a novel of fiction - most orders take more than 3 days to despatch before the week ot takes to be delivered ( if your lucky) emails and calls go unanswered....They do not care as long as they get your money......Text books generally arrive damaged.....Good luck chasing that up....Again they dont care.....My suggestion either purchase from a coop store so you can deal with thier lack of service directly and not have to wait for books or trying...to get anywhere via phone or online... Also orders are despatched in parts from different stores around the country this adds to delay in despatch and delivery Use caution they are an absolute joke never dealt with customer service this bad from a retailer....Ever!!!!!!!!!
- Verified customer
No customer service whatsoever.
The bad reviews are correct. I ordered a chess set online and paid through Pay Pal. When there was no confirmation of shipping, no ETA and 10 days had passed I called the number on my Pay Pal documentation - disconnected. I called every single number listed on their website - all either disconnected or not even a dial tone. I sent three emails - none were answered. I called the 1300 number and a short message redirected me back to their website.
It was only when Australian Geographic (it was an Australian Geographic chess set) got involve...
Questions & Answers
Sorry, there are no questions yet.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.