Booktopia Questions

63 questions from our users
Hi Booktopia, I placed an order for textbooks on the 5/11, everything said it was in stock in the warehouse and would be shipping in 1-2 business days. It has been 5 days and still no shipping confirmation. I was on hold for ages on the phone to customer service and could never get through so I resorted to chat where whoever I spoke to said this would be shipped today with express shipping. I still have no tracking information and the status of my order has not changed. No one has replied to any of my messages either. As someone who works in customer service for an online retailer, I am absolutely appalled at the customer service I have received! If I do not get this order by Tuesday (12/11) I want a full refund and I will order somewhere else. I need these textbooks for uni. If they said they weren't in stock I never would have ordered them. Can someone please contact me! Thanks.

Eden asked on Nov 10, 2017

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Hi Eden,

I'm sorry to hear about this! I'd like to look into it further, could I have your order number please?

Kind regards,
Jessica
Customer Service

Hi,

Order number 6383895. I just need to make sure this is cancelled please, I spoke to someone on facebook today but have not receive a cancellation email

Hi Booktopia, I placed an order on the 29/10 and it has still not been shipped. I need this textbook ASAP. I have attempted to contact via the website and cannot get through on the phone. I’m at the point where I would like to cancel the order, as the customer service has been non-existent. Can someone please contact me here ASAP. Thanks

Holly M asked on Nov 06, 2017

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Hi Holly,

I'm really sorry for the trouble you've had getting through to us. Let me look into the order and see what's going on, could I have your order number please?

Kind regards,
Jessica
Customer Service

Please help - need assistance with a return. Order number 6282529. Waited over an hour on hold, very poor customer service Booktopia. Thanks May

May asked on Nov 06, 2017

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Hi May,

I'm really sorry for the wait on the phone, we have been experiencing higher than normal cal volumes.

It looks like you managed to get through to our Live Chat team. Please let me know if we can assist any further.

Kind regards,
Jessica
Customer Service

How do I delete Ebooks from my library on my ipad?

Stew asked on Nov 03, 2017

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Hi Stew,

You can delete the eBook by clicking the trash can icon at the very top of the screen, to the right. Once you've clicked the trash can, just tap the negative sign on the left and the option to delete will appear.

I hope this helps! If you need any assistance with it please do not hesitate to get in touch.

Kind regards,
Jessica
Customer Service

Hi, I tried calling your customer service but wasn't able to get through. Order 6290155. I got a message from Australia post saying my order has been delivered. It hasn't. I've tried contacting them to complain and they have done next to nothing. They say they have a signature but won't show me what the signature was, they say only the sender can see it. I was the only one home at the time, plus my husband didn't sign for it. They must have delivered to the wrong address. Can you please launch a complaint with them? It looks as though the item is missing. Thanks

alex383 asked on Nov 03, 2017

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Hi Alex,

I'm so sorry to hear about this! We can definitely investigate this with Australia Post, hopefully we can recover the parcel. I've sent you a direct email about this.

Kind regards,
Jessica
Customer Service

Thanks Jessica! I've replied to your email and appreciate the effort on your part. Alex

I ordered on the 11th of October, the 10 days business days period has passed and nobody is replying me on the website or answering the phone. I want to know why is it delaying to ship my order?

Lucas P asked on Oct 31, 2017

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Hi Lucas,

I'm sorry to hear about this! I'd like to look into this further and see what's happened to your order. Could I have your order number please?

Kind regards,
Jessica
Customer Service

Thank you for replying fast. My order number is 6261450.

Hi Jessica, thanks so much for your informative answer! Just one more question: are you able to check whether my order #5596269 has been embargoed and a rough estimate on its arrival? I only ask because I'm on a bit of a time-crunch and would love to prepare accordingly. Thanks again!

Ren asked on Oct 05, 2017

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Hi Ren,

Sorry for the delay in responding!

It looks like the book you've purchased doesn't have any embargoes on it. The stock is on the way from the UK and expected to arrive sometime next week - this means it won't come on the day of publication but we'll make sure your copy is shipped ASAP. :)

Kind regards,
Jessica
Customer Service

I preordered a book that, according to your website, will be released on 12/10. Just wondering if this means it'll leave your facility on this date or that you'll endeavour to have us receive the book on this date..? Thanks in advance!

Ren asked on Oct 04, 2017

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Hi Ren,

Thanks for contacting us! We do everything in our power to ship pre-ordered items on the date of their release however in some cases the publisher will have an 'embargo' on the title.

An embargo is a strict agreement to leave the box unopened until the date of publication, and in some cases a certain time as well, which means our suppliers need to wait before they can send the goods. With embargoes, travel time and invoicing, some pre-ordered titles can take up to a week to get to arrive in customers hands.

Otherwise, if the stock is released to us ahead of time, we can ship the item ASAP. You will receive a Shipping Notification email once the parcel has been dispatched from our warehouse, which will contain a tracking number. This number is also listed in your Booktopia account.

I hope this information helps. If you have any other enquiries please do not hesitate to contact us.

Kind regards,
Jessica
Customer Service

Hey Booktopia, I ordered a book I need urgently on September 25 and the status said that it was out of stock and you guys would be expecting more copies of it on October 2. However 2 days passed and the status never updated. I left you 2 messages on the website which were not replied to. I called 3 times and each time I was put on hold. Could you please arrange a cancellation of my order (6194558) and refund? I really can't wait forever. Cheers.

C Li asked on Oct 04, 2017

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Hi C,

Sorry for the trouble you've had getting in touch with us! I can see that my colleague Edinel has cancelled your order and requested a refund for you. You'll receive an email as soon as the refund has been issued.

Kind regards,
Jessica
Customer Service

I placed an order #6097527 on 22/08/2017 and have not received 2 books. I've been on hold for 20 minutes now, I just need this order cancelled at this point as her birthday has passed. Any help?

Jonatan asked on Sep 19, 2017

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Hi Jonatan,

Sorry for the delay in answering this! I can see that you got through to my colleague Coral and she advised that the order had been shipped.

If you have any other enquiries please do not hesitate to contact us.

Kind regards,
Jessica
Customer Service

Hi how can I change my credit card details? I have ordered books and forgot my credit card has been changed since my last purchase. Have been trying to change details on your site but cant. Been on the phone for 45 minutes. All I want to know how to change details as so I can put my order through again. Thanks

Marisa P asked on Sep 18, 2017

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Hi Marisa,

Sorry for the delay in answering this! To remove a credit card from your account, you will need to sign into your account and go to the Account Settings tab. Then select Manage Credit Cards. Here you’re able to remove any stored cards by selecting the Forget This Card option.

I hope this helps. If you have any other enquiries please do not hesitate to contact us.

Kind regards,
Jessica
Customer Service

Hello, I have sent a message to booktopia in regards to my order (#6059909) which was placed on the 22nd of August 2017 and have not yet received my book and I have also not received a reply to my message or a shipment confirmation. I am just wondering the estimated time in which I will receive my book will be? Kind Regards, Elice Craig

Elice C asked on Aug 30, 2017

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Hi Elice,

I'm sorry for the delay in responding to this. I can see that my colleague has since cancelled this order and processed a refund as requested. If there's anything else we can help with please do not hesitate to get in touch.

Kind regards,
Jessica
Customer Service

Hi Booktopia, I have been very pleased with your company regarding past orders however I placed an order #5983051 on the 2/8/17 and received part of my order but am still waiting for 1 book. I have tried to contact you on several occasions via message and phone, waiting on hold for over 40mins. I'm on hold right now as I write this message. Could you please advise when my book will be sent as it was supposed to be a gift? Thanks, regards Kate.

Kate C asked on Aug 25, 2017

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Initiate a bank chargeback.

Hi Kate,
I'm sorry that you had difficulty getting through, we did experience some lengthy waits at that time which is regrettable.
I can see we cancelled this outstanding item as requested but because this left you disappointed I've added a credit to your account which you can use on another order in the future.
Kind regards,
Alex

I made an order (#6066033) earlier today (Tuesday) and called you guys several times a couple of hours later to cancel but no one picked up the phone. I then emailed you @ info to cancel the order, surprisingly this evening i received a message the item has been shipped. Can you guys issue my refund please? I do not want your shipment. And please make it easy for clients to contact you and cancel items online if they dont need it. Thank you

Grace asked on Aug 23, 2017

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Hi Grace,

Is that definitely your order number? It has a different name against it and this order hasn't shipped so I just want to make sure I'm looking at the right order.

Please get in touch with us via Live Chat or send us a message and choose the category "I want to make a change or cancel an order". These are responded to with the highest priority.

Kind regards,
Jessica
Customer Service

Hello, when should I expect a response from an email? Been 2 days now for a request for an update, still waiting on an order (5995076) made on 5/8/17. Anything at this point would be useful, feedback, tracking number or barring both of those, a refund on a canceled order?

Warren asked on Aug 18, 2017

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Hi Warren,

I'm very sorry for the delay in responding - I've responded to your email from this morning. Let me know if I can assist any further.

Kind regards,
Jessica
Customer Service

Hello, I ordered a book on 6th July 17 which was immediately debited from my paypal account. Currently the status is in progress - what does that mean? It is now the 10th August 17 and there is no new update. I have attempted to contact booktopia regarding my order #5880900 via both the website message system and phone. My messages have gone unanswered and the wait time on the phone appears to be extremely long no matter what time of day I call. Any update would be greatly appreciated, if unable to supply this book please contact me in order to arrange refund asap! Regards, Adele

adele maureen asked on Aug 10, 2017

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Sorry i cant help Adele i dont work at booktopia i am just a costomer like you .hope problem is resolved soon .regards Frances

Hi Adele,

I can see that you've since spoken with my colleague Kelly. Please be sure to get in touch if we can assist any further.

Kind regards,
Jessica
Customer Service

Hi Booktopia, I am very upset!!! I ordered a book over a month ago that was supposedly in stock when I ordered it for my current uni subject. After ordering (and immediately taking my money!!), when checking online why my book has not turned up I found out it was in fact out of stock and due in on 3rd July. I have now sent 2 messages to booktopia through your website yet have had no reply and the book was still showing as not in stock weeks later!! I only have a few weeks left of my subject and 3 assignments due in without my textbook. I have also tried phoning several times and there is no option to leave a message (lines too busy apparently - what a joke!!!). This is disgusting service and robbery that you have already taken my money as I can't afford to purchase my textbook elsewhere and am possibly facing failing my subject due to not having my book. Please reply to me ASAP Booktopia before I take action elsewhere. My order number is# 5851846.

Tiffany S asked on Jul 31, 2017

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Hi Tiffany,

I'm very sorry for the delay with this order, we were unfortunately having some supply-chain issues which had affected your order. I can see that the book has since been shipped and delivered.

Please let me know if I can assist any further.

Kind regards,
Jessica
Customer Service

Hi booktopia, my order number is #5822334. It's been more than a month since I ordered my books. I left a message, but no reply. I also made phone calls several times waiting more than 30mins and i gave up. If the books are not available, please organise a refund asap. Thank you. Angela

Angela asked on Jul 23, 2017

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Hi Angela,

I've checked your order and it looks like this has since been shipped out. Keep an eye on the tracking number sent to you in your Shipment Notification.

Let me know if I can assist any further.

Kind regards,
Jessica
Customer Service

Hi Jessica,
Yes, I received the shipment notification email on 2nd of August.
It's been 1 month and 2 weeks from the date of my order placed but, anyway, I am happy to hear that my books are on the way.
Thank you for your updated answer for my review.

Angela

Hello, I ordered a text book on 07Jul17 which was immediately debited from my paypal account. Currently the status is pending with the book out of stock and more stock is expected on 11Jul17. It is now the 20Jul17 and there is no new update. I have attempted to contact booktopia regarding my order #5883708 via both the website message system and phone. My messages have gone unanswered and the wait time on the phone appears to be extremely long no matter what time of day I call. Any update would be greatly appreciated, if unable to stock please contact me in order to arrange refund asap! Regards, Tara

Tara asked on Jul 20, 2017

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Hi Tara,

Sorry for the delay in getting back to you! I've checked your order and it looks like it's since been delivered. Please let me know if I can assist any further.

Kind regards,
Jessica
Customer Service

Dear Booktopia, I ordered a textbook on the 16th July which I need in time before uni commences. At the time of order it was in stock but I received an update on 18th July reading thete is "Currently no stock. Expecting more on 31-Jul-17". Does this mean booktopia will definitely have the book by the 31st? When can I expect to receive the textbook? If the issue continues will I be notified and given refund as I will have to look at buying the book elsewhere! My order number is 5914092. Thanks, Rachael

LisaBrinks asked on Jul 19, 2017

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Hi LisaBrinks,

Sorry for the delay in getting back to you! I can see that you've since cancelled this order and a refund has been processed. Please let us know if we can assist any further.

Kind regards,
Jessica
Customer Service

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