Poor service standards but quick with your money
Written: Feb 15 '07
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I ordered a book from Alibris on 4 Jan 2007. Checking out was easy. My credit card was duly charged for my order. It has been 7 weeks since I placed the order, and my credit card was charged.
Today's date is 15th Feb 2007, and after more than 20 email inquiries to Alibris, the book is nowhere to be seen. I have only two replies out of 20 email inquiries, and each of those replies were ready-made, run of the mill sort of answer i.e. "please wait longer ... it's an overseas seller etc etc." Alibris customer service does not seem to be doing anything proactive, other than asking me to wait indefinitely. They seem to have standard, pre-written excuses for ridiculous service standards and slow responses! In the meantime, they have ripped my credit card of the money, and my Alibris book order status is still pending.
By the way, the book seller was Quartermelon, who is a contract seller of Alibris.
I have waited long enough. I think it's time for legal action. Don't you agree that 7 weeks is long enough?
Update:
Today's date is 16th Feb 2007 (in Singapore). After more than 10 emails to Quartermelon (contract seller of Alibris), they have finally replied me. Wow! I am excited to know where is my book now. So after 7 weeks of waiting, Quartermelon wrote me an email to tell me that the book was out-of-print!!!
The following is the email from Quartermelon verbatim:
"Dear Customer
This title is currently out of print. We unfortunately do not have an availability date. Please contact Alibris, if they have not already refunded you.
Kind Regards
Customer Services
Quartermelon
Tel +(0)1789 459114"
But this is not all. My sales contract with Alibris states the following words:
"BRAND NEW PAPERBACK 220 x 140 mm. (516 pages) this book is printed on demand. (paperback)"
If this book is printed on demand, will it ever go out-of-print? This is lying to the highest degree! Print-on-demand books are printed digitally, and will never go out-of-print as long as the publisher is still around ... unless, of course, the publisher closes down for good. The publisher is HARPERCOLLINS PUBLISHERS INC, and it is still around doind fine.
What is more? Since Quartermelon does not have the book, why doesn't the seller (i.e. Quartermelon) CONTACT ALIBRIS TO GIVE ME THE REFUND??? Why do I have to contact Alibris personally to inform them that the book is out-of-print, and to beg for a refund? Shouldn't Alibris be doing this inquiry and refund on their own initiative?
The customer service standards of Alibris is unacceptable. As a note of interest, I was researching the feedback customers give to Alibris, and was shocked to find the following document from the U.S. Department of Justice:
http://www.usdoj.gov/criminal/cybercrime/alibris.htm
The document states - "INTERNET SERVICE [Alibris] PROVIDER CHARGED WITH INTERCEPTING CUSTOMER COMMUNICATIONS AND POSSESSING UNAUTHORIZED PASSWORD FILES"
I will never order from Alibris again, since they have proven themselves to be poor in service and refunds repeatedly. I have given them a second chance, but they have repeated the same standards of service.
I sincerely question their honesty as well.
Recommended:
No
What product did you purchase or try to purchase? Book
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vchia
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