• Book Depository

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Overview

Book Depository has a rating of 2.75 stars from 53 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Book Depository most frequently mention customer service, and credit card problems. Book Depository ranks 29th among Books Other sites.

  • Service
    7
  • Shipping
    6
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What reviewers want you to know

Positive highlights

No positive highlights yet

Critical highlights

  • I emailed Book Depository --- there is no other way to contact customer service --- and didn't receive any assistance.
How would you rate Book Depository?
Top Positive Review

“Great customer service”

Tehila H.
8/2/22

I ordered from them the prices were very good. They shipped it very fast and there was a problem with the Israeli company they helped me very fast. Great costumer service I'm sure I will order from them in the future.

Top Critical Review

“How can they get away with this? What can we do?”

Carolyne S.
7/20/22

My book came after not too long. But it was just the cover of the book I wanted. Inside was a different book altogether on wispy thin paper. A string of emails with useless replies from them, ended today with them saying that the case was now closed and no more correspondence from them. Their only solution was for me to pay for returning the fraudulent book and getting a refund, which I now find from reading these reviews is highly unlikely anyway. I usually buy my books in town but couldn't get this one. Next time I will order from a bookshop for sure. But what to do about this one? I have now contacted the author, who hopefully will care more about the situation. Any other suggestions? Can we protect others from similar situations?

Reviews (53)

Rating

Timeframe

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Reviews that mention popular keywords

book depository (17)
Thumbnail of user carolynes12
1 review
0 helpful votes
July 20th, 2022

My book came after not too long. But it was just the cover of the book I wanted. Inside was a different book altogether on wispy thin paper. A string of emails with useless replies from them, ended today with them saying that the case was now closed and no more correspondence from them. Their only solution was for me to pay for returning the fraudulent book and getting a refund, which I now find from reading these reviews is highly unlikely anyway. I usually buy my books in town but couldn't get this one. Next time I will order from a bookshop for sure. But what to do about this one? I have now contacted the author, who hopefully will care more about the situation. Any other suggestions? Can we protect others from similar situations?

Service
Thumbnail of user tanem
2 reviews
3 helpful votes
October 7th, 2019

What is up with these review places? BookDepository is a scam people: people are saying it over and over again that they are:

1. Not receiving books
2. Not receiving the refund
3. And being constantly handed BS Hello People?

Hello?

www.actionfraud.co.uk

If you've fallen into their trap don't muck around use the above like I have.

Thumbnail of user andrews1024
2 reviews
2 helpful votes
May 9th, 2020

I ordered a book on the 1st of April to the Republic of Ireland. The website said 4-6 days for delivery. It is now the 9th of May and the book still hasn't arrived! I have contacted them numerous times and was asked to wait a further 5-7 days on 2 occasions. On my latest correspondence, I was asked to reconfirm my shipping address and the name of the book I had ordered despite the order number going throughout the email thread. Wouldn't inspire confidence. Will not be using their service again.

Thumbnail of user tamasn2
2 reviews
5 helpful votes
June 4th, 2020

Bunch of as*holes!
Bunch of as*holes!
I ordered back in April and after 2 and a half months of waiting they decided to cancel my order even though I never asked for it. (the estimated delivery was supposed to happen 2 months ago) They said that they cant get the items, than I checked their site and ALL of my stuff were in stock ready to ship within 4 business days. The problem is that their prices became almost double.
I wrote them 8 massages so far for compensation but they just sent back almost the same letter every time, they didn't really want to help. If you want good for yourself never order from them.

Thumbnail of user cz29
1 review
5 helpful votes
October 10th, 2017

BEWARE: Promo codes for Book Depository at various coupon sharing websites, but nowhere to use the on BD order form. I placed order then contacted their help desk on how to apply discount. Very inflexible Amber-Jade replied codes not valid unless emailed to customers directly. Poor business model when most other companies place promo code box before invoice total is calculated. Misleading to buyers who consult coupon sites. No conciliatory offer whatsoever. Will not buy there again.

Thumbnail of user fionag22
2 reviews
9 helpful votes
December 7th, 2018

I ordered a book as a Christmas present on 19/11/18 to avoid any delays in receiving it because the gift has to be re-posted before Christmas. A saga began of constant emails back and forth without any speedy resolution to the complaint. Its now 07/12/18 and my order hasn't been honoured. I've never encountered such a poor customer complaints handling system where I have been treated like I must be at fault by giving the wrong address or the postal services must be to blame- neither of which are true in this case. I will never do business with this company again because their customer care service doesn't exist.

Thumbnail of user anderss5
1 review
0 helpful votes
January 20th, 2020

I would not recommend using this site.

I had to find out for myself, that they had cancelled my order despite sending an order confirmation and charging my card immediately. Nine days later I still haven't gotten my money back or the books I ordered. I was told to just place a new order.

Do not use if you need books urgently or if you don't have a lot of free time to write to their unhelpful customer service.

Thumbnail of user tehilah3
1 review
0 helpful votes
August 2nd, 2022

I ordered from them the prices were very good.
They shipped it very fast and there was a problem with the Israeli company they helped me very fast.
Great costumer service I'm sure I will order from them in the future.

Products used:
Books

Service
Value
Shipping
Returns
Quality
Thumbnail of user elenae10
1 review
3 helpful votes
March 9th, 2018

Terrible service. Ordered the book on 10 Feb and till today it is still not here. Emailed the customer service to ask about the status of my book and they said it will arrive by 6 March but it is still not here. They told me to check with the local post office but the point of shopping online is so that I don't have to travel to get my book. It makes no sense for me to have to go through the hassle of going all the way down to the post office to check if my book is here when it should have been delivered in the first place!

Thumbnail of user megk12
1 review
0 helpful votes
December 14th, 2017

I ordered 5 children's books 11/24/17 and received them all by 12/13/17. I contacted them twice about my order and both times they replied quickly. They use vendors to fulfill their orders and I think sometimes the vendors are not communicating properly with the BD with what they actually have in stock. Anyway shipping is FREE and my order came for England (I live in the states) I will be using BD vs. Amazon, unless I need a book quickly! Super happy with Book Depository!

Thumbnail of user sanketb1
1 review
2 helpful votes
December 2nd, 2017

They charge you first and then don't commit on their delivery. And don't respond to your emails.
Before placing the order they committed that the books will be delivered within 3-6 day. After 6 days when asked they said we take 5-10 days and gave me a date which more than 10 days ahead. I asked them to refund my money and cancel my order. But now they don't seem to respond. This is extremely rude.

Thumbnail of user amandab161
1 review
1 helpful vote
January 3rd, 2017

Our bank account was hacked. The culprit started their spending spree by authorising a payment with book depository and then reimbursing it the next day in a fishing expedition. Then went on to spend thousands and when we asked book depository for their help they refused. Even after pointing out that it must be someone with access to their accounting as the money was a. Taken and b. Refunded. We had never heard of them till then. Do not trust this company. It is of course in the hands of the fraud department now

Thumbnail of user henks2
1 review
0 helpful votes
September 2nd, 2016

I ordered two fat books at The Book Depository to The Netherlands within a time frame of two months. Both books had the lowest price I could find on the Internet. They arrived each exactly one week after the order. In excellent state and for FREE! I don't understand all the negative talk about this web store. It made me a bit nervous to try it, but was in both cases eventually 100% satisfied!

Thumbnail of user tanyaw97
1 review
0 helpful votes
November 28th, 2019

Will not order from this site again. Ordered and paid for my book, they lost the order. Lots of emails later and still no closer to resolving the issue. The money was taken out of my account.

Thumbnail of user miroslavs4
1 review
1 helpful vote
March 24th, 2020

I use this site regularly, ordering about 10 parcels a year. Prices and stocks are good. However, now and then a problem occurs and you realize how shabby this whole business project is.
My case: I ordered a book, it did not arrive even after a month. I complained. The customer service asked me 7 (!) security identity questions and after this thorough security investigation it gave me a piece of generic advice that I should wait some more. Lovely.
A few months later: A book ordered for Christmas in late October arrived in late January. I was so disheartened by my customer service experience that I didn't even bother to complain this time.

80% of all orders will be delivered all right. But with the last 20% - it is horror-show with you saying good bye to your money.

Thumbnail of user iggyw1
2 reviews
5 helpful votes
August 14th, 2018

Book Depository sent me the wrong book and had clearly mixed up my order with another customer's; his label was visible beneath mine on the package. I've been trying for several weeks to get either the correct book or a refund, to no avail.

Every time I ask whether the correct book has been sent, I enter the same customer service script where they tell me it was delivered; I explain that it was the wrong book; I answer a series of questions about the title I received, details of the order and the package, and my address; and they promise to send out a replacement, with no indication that they have done so yet. I've repeated this circus three times so far.

I am giving up. The other book I ordered took nearly a month to arrive anyway, and while they blamed USPS, the problem actually seemed to be with their shipping contractor Liberty Express / On Demand Mail Services. Book Depository (now owned by Amazon) seems too much of a mess to bother with again.

They also post fake five-star reviews on Trustpilot. Nasty company with bad-faith fake customer service; not the place I remember ordering books from in past years.

Thumbnail of user markc355
1 review
5 helpful votes
February 3rd, 2018

I ordered a book that never arrived. I contacted customer service and they asked me to launch an investigation with the postal service. I did this and reported the investigation number to them and the outcome. The outcome was that the book was not found. At that point, Book Depository refused to re-send or refund. Pretty poor customer service - especially considering I jumped through their hoops by following through with the investigation - and especially considering they are owned by Amazon yet they cannot afford to do the right thing - especially by someone who has been ordering since 2011 and never had a claim against them. Good way to ruin a customer relationship.

Service
Shipping
Thumbnail of user luw12
1 review
0 helpful votes
February 26th, 2018

They didn't bother to send the book until 3 days had passed then said it would be another week - I complained and was told they didn't purchase the book themselves until after I had ordered and it was delayed - the next person said this wasn't true - I asked to cancel 3 times and they kept saying no I had to return it when it arrived - explained I am disabled and cannot do this - they just ignored me saying this and kept saying no... horrific experience - and second time with problems - will never ever use again - appalling attitude towards disabilities

Tip for consumers:
Don't buy from them....

Service
Value
Shipping
Quality
Thumbnail of user penelopes8
1 review
3 helpful votes
September 21st, 2017

Beware! This company gives an approximate address and a non-existent UK postcode for their returns. This will probably get there, but will bypass tracking equipment and delay the refund process.

You need to search the Royal Mail postcode-finder and leave off the last letter of the one given - the correct address will then show as a suggestion with unit number, street name and valid postcode. Click on it to appear in an envelope template. This one will work! Do not take the customer advisor's word, however polite their manner.

Welcome to Brazil! (in the Terry Gilliam sense)

Thumbnail of user disappointedb9
1 review
1 helpful vote
August 29th, 2018

They made me check with my local post office XX times when I told them my books hadn't arrive after a month. It was only after more than 40 emails back and forth over nearly 2 months that they finally gave me a tracking number they used with the local courier (why couldn't they give me one when I first asked for it?!). The courier company they used also never replied to my enquiry (It was Fastway by the way - avoid them!) So, I've lost books for my new semester plus $220+++. They had never packed more than 2 thin books in a package in my previous orders, and yet this time they claimed all 4 of my thick text books were in one package?! Seriously?

Either their dispatch team or the local courier they partnered with was dodgy. I've written them feedback on their internal service and delivery partner, but have never heard back from them. I wasn't even asking them a refund as they were sooo unhelpful already. I'm utterly disappointed with them, and regret to say now that I'm done with you, Book Depository.

Thumbnail of user gillianw7
1 review
3 helpful votes
October 31st, 2017

I have been messed around for a month by Book Depository, keep on getting completely conflicting and contradictory feedback from them. Worst part is they do not have a telephone contact so have to rely on emails. Will never order from them again

Thumbnail of user giacomop4
1 review
1 helpful vote
December 1st, 2017

On 26 November I placed an order for two books listed as available for delivery from the UK within 2 days. My credit card was immediately charged and I received an order confirmation.

I never had any more communication from Book Depository, but when I checked my order status online, my order was displayed as cancelled. I emailed Book Depository --- there is no other way to contact customer service --- and didn't receive any assistance.

Finally on 1 December I received a refund on my credit card. Still no information at all from Book Depository. In the meantime one week has passed and timely delivery before the holidays is now in doubt.

Thumbnail of user renatav4
1 review
3 helpful votes
December 28th, 2016

I ordered book 3rd December for Chistmas present., but still didnt get it. Dont have tracking number to find it, where is the book. I contacted custemer service, as they had no clue ether, I asked refund, now I will see it, how is that going...
I read many bad rewiev, so I would not recommend or order again from book depository...

Thumbnail of user fritzn9
12 reviews
6 helpful votes
March 20th, 2018

I have ordered a book on 15. March 2017. Up till today I did not receive any message whether the book was sent out - or is available at all. An address to urge or delete any order is missing. The debit with the credit card was done immediately within minutes of the online order.

Thumbnail of user jessiep30
1 review
6 helpful votes
September 21st, 2017

Delivery to be done within 5-6 working days. 20 days and two emails later... no feedback and no book.

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Book Depository is the world's most international online bookstore offering over 18 million books with free delivery worldwide.

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