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.
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.
- Verified customer
Do not buy books online.
Do not buy books online! The only reason I did was because I found one of the books I needed half price so in order for them to price match I had too. The book went to the wrong Uni and I was charged the full price with Zippay. Not the discounted price with the price match. Then they cancelled the order without telling me the credit will take up to 2 weeks, which means I cannot order my book until this is refunded. So I am starting class with no book. Not impressed. Plus you can be on hold for over 2 hours just to get through to someone.
Find out how The Co-op compares to other Book Shops
Know better, choose better.
Poor Service.Items often listed but not available. Slow refunds.
Emails go unanswered. Difficult to get through to by phone.Items are often not available but are still listed online.
While general service is ok the online experience is well below acceptable.
Disappointing Customer Service
Rarely answer queries, took three weeks to refund out-of-stock book purchase, almost always out-of-stock, and absurdly long phone holds. I will not be purchasing from co-op again and instead will buy from online free shipping retailers.
I have never had a positive interaction with the co-op bookshop.
Highlights of my experiences with them include
-Spending half an hour peeling an envelope sized preowned sticker off of a textbook, trying not to damage it.
-Having my membership application lost, This was only resolved after I threatened them with a consumer tribunal.
-Waiting all semester for them to restock a book in that I needed during that semester. I eventually ended up buying it online from another retailer for less money and I received it in a week
I would recommend the co-op bookshop only as a last resort. you can usually get books cheaper and faster elsewhere.
Horrible online experience
I used to attend Griffith University, and the Co-op shop was pretty good, I buy quite a few books from there with no issue except when they occasionally have to go on back order for a couple of weeks... Usually no more than 2 weeks. No issues there, because I have access to the library, and maybe photocopy the sections you need from the library.
I have since relocated to Sydney, and is doing a correspondence course via OUA, to which I signed up late, and ended up getting books late. Both the UniBooks and Co-op had my books on back order, an...d Co-op is a bit cheaper all around, so I decided to go with them. Big mistake... 7 Business days later (beginning of week 1), I got 1 of the 4 books I ordered. So I called them, they said the other books are on back order (In Lismore), and will be shipped out to me as soon as they got them in. Now it's been 1/3 of the way into my study period, and the main textbook for one of the subjects still hasn't showed up yet. I looked at the stock information on their website, wrote to them about maybe picking it up from a store near me (which has a large stock of the said book), I still hasn't got a reply. I have no access to a university library (the provider uni is in Melbourne), and I had no choice but buy another book in the mean time so I can do my course work. They really shouldn't process all orders at one place if they are going to ship the books individually anyway, and why not let me pick up a book I have already paid for from a local store? Life time membership with once off fee, reasonably priced Don't ever buy from them online EVER unless you are not in urgent need of your book
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