schoolbooks.ie problems

DGOBS

Has anybody else had problems with books from this shower?

Placed an order on 1st July, lead time 4-5 working days

Order hasn't arrived, they don't answer emails, I spent over 3hours total today on hold, with no answer. They took the credit card payment over 6 weeks ago too.

Eventually got a 'group email' that their order processing system was in trouble to expect my order within 7 days (that was 2 weeks ago) still nothing!

My online tracking as changed form an almost full, instock order (only thing missing was a copybook!) to now showing awaiting processing with NOTHING in stock!

Most frustrating part is, I placed to order early with extra workbooks to do with my child over the summer (would have been great on rainy days!) to no ending up with books (if I ever get them!) that I will not now require.

I am so mad, and now getting worried that I won't have my kids books in time for school, as about to go away for holidays.

fuming

I have the same problem with schoolbooks.ie, absolute disgrace,placed order 5 weeks ago,money taken from laser on the day and still no books,no reply to emails. Will never use these people again and have told as many people as I can not to use them either.

brendanL

yeah my sister was giving out about them... they said yesterday that they "lost" her order after a couple of weeks of phone calls and waiting.

gogomum

I'm at my wits end trying to contact these guys, I've tried ringing around 8 times today and everytime they hang up. There's no on hold service or way to leave your name and number. Something smells wrong to me about these guys, I live near to the place so I think I'll drive down there today and see what the situation is. I sent an email but I've a feeling they've lost the order so I gave the name of the books that I ordered and the price and the details of how much it cost on the credit card and what day it was processed. I was supposed to receive my books today at the latest and I'm also going on holidays soon for a couple of weeks.

gogomum

Just saw this on schoolbooks.ie: You can change or cancel an order as long as it hasn’t been dispatched. For queries about an order, contact us at orders@schoolbooks.ie. After this point you may consider returning items to us.

So the best thing might be to cancel the order with them and get the books elsewhere. I'll see what they say when I go to them today and if they're totally useless I'll cancel my order and get them to refund my money and get the books somewhere else. :mad:

metoyouxxx

I am in the same situation, its a disgrace i ordered my books a month ago. Sent email , no reply, have been ringing them and again no answer. The phone isn't even ringing at this stage. Am going to go further about this. :mad::mad:

aisher

gogomum wrote: »

Just saw this on schoolbooks.ie: You can change or cancel an order as long as it hasn’t been dispatched. For queries about an order, contact us at orders@schoolbooks.ie. After this point you may consider returning items to us.

So the best thing might be to cancel the order with them and get the books elsewhere. I'll see what they say when I go to them today and if they're totally useless I'll cancel my order and get them to refund my money and get the books somewhere else. :mad:

Any luck getting them in person?? I placed an order over two weeks ago and have got nothing - again cant get them on the phone and they have not responded to my emails. Sounds very dodgy :mad: At this stage I am going to contact my visa company and see if they can reverse the payment - I ordered books for all three of my kids :eek:

DGOBS

Cancelled my order (and told them where to shove it) if full refund isn't in my account by weeks end, I am going in person to them.

Took 54 calls and 45minutes on hold before i got to speak with someone (was on hold yesterday for an hour until 5.30 when they closed, and I was left hanging on, nice customer service)

They said.....order was in 'processing', for six weeks!!!!...oh sorry, what can we do, we're busy! your order will be out in a few days, asked for a shipment date 'sorry havent got that information', eventually told them where to stick their order!

Just a note, went to Wiseowl in Ashbourne, had all I needed, in stock, 15 minutes all done, with a smile and a thank you from the staff, I will be back.

Easons I believe have also launched an online service for school books and uniforms

aisher

DGOBS wrote: »

Cancelled my order (and told them where to shove it) if full refund isn't in my account by weeks end, I am going in person to them.

Took 54 calls and 45minutes on hold before i got to speak with someone (was on hold yesterday for an hour until 5.30 when they closed, and I was left hanging on, nice customer service)

They said.....order was in 'processing', for six weeks!!!!...oh sorry, what can we do, we're busy! your order will be out in a few days, asked for a shipment date 'sorry havent got that information', eventually told them where to stick their order!

Just a note, went to Wiseowl in Ashbourne, had all I needed, in stock, 15 minutes all done, with a smile and a thank you from the staff, I will be back.

Easons I believe have also launched an online service for school books and uniforms

You did well to get them on the phone - I have been trying all day and their phone is not even ringing - just checked my order and now it says it has been sent for 'picking'. Would prefer to cancel now and just go to the shops but since I cant get them I am stuck!!

brendanL

Good news guys, my sister got back to me there, I was telling her that you guys were having mad problems too, and guess what arrived at her door just now?!??!?! the books lol, She also said there'd been some rage on joe duffy, so I can assume this is a knee jerk reaction. But yeah, thought I better update that....they arrived...eventually and apparently only after lots of shouting.

Icarus Wings

Just to update everyone on the situation on Joe Duffy's Liveline -

Two women rang in outlining the problems they shared with other posters on this thread. Apparently, the company have not been answering phone calls or emails regarding orders due to an excessive workload. When the callers visited the schoolbooks.ie warehouse in person, their individual orders had already been prepared and ready for shipping.

Towards the end of the show, an official statement was issued by schoolbooks.ie explaining that a backlog of orders has resulted in severe delays. According to the company, extra staff has been called in to deal with the issue and all orders will be shipped out in the next week, with books being sent out on Saturday at the latest.

It seems that lack of communication on behalf of the company is the core problem in this situation...

gogomum

I went to their warehouse today in dublin 12 (which is tricky enough to find) and the receptionist told me there was no-one in the building who worked for schoolbooks.ie. Then gave me a piece of paper to fill in and said someone would come back to me. While I was filling this in another man came in and he was getting really annoyed that his order hadn't arrived last week (mine was due out 3 weeks ago). The secretary called down the manager of Aeon who do their shipping for schoolbooks.ie apparently, and he was giving some spoof about only being the distributors for schoolbooks.ie but wouldn't say where schoolbooks.ie themselves were based. He said there was a full team of customer care agents upstairs but we'd have to ring them.

then the man said but the receptionist told us there was no-one in the building from schoolbooks.ie. He said did she and gave her a dirty look. My bets would be she was the one telling the truth.

I put on my note that I wanted to cancel my order and gave my contact details. They rang me back less than an hour later and said they'd cancelled my order and refunded my card and the girl who sounded quite young was very apologetic.

I rang abtree books beside superquinn in lucan and they had the books I couldn't get from eaasons, if anyone is living in south dublin, would recommend them, they'll hold books for you until close of business at 6pm if you ring them.

I will never use schoolbooks.ie after this, I'd say they'll lose themselves a lot of customers over it. I wonder are they in allegiance with ulster bank;)

fuming

Well after another wasted day of trying to get through to them on the phone i'm going to do the same thing and call to the premises and demand a full refund,will not be leaving without my complete order or money back,what a joke of a company, if they haven't gone out of business yet they wont survive much longer.

gogomum

Fuming, if you're looking to find the building it's the next building down from the An Post Depot on Oak Road, there's a big blue sign up saying Aeon outside, there's nothing to say Schoolbooks.ie on the outside. You have to wait at the gate which is locked and press the buzzer and then they'll let you in and swing right straight away and go into the reception.

aisher

fuming wrote: »

Well after another wasted day of trying to get through to them on the phone i'm going to do the same thing and call to the premises and demand a full refund,will not be leaving without my complete order or money back,what a joke of a company, if they haven't gone out of business yet they wont survive much longer.

Totally agree they are doing themselves no favours not answering the phone/emails - I for one wont place an order with them again - Fair enough they are busy but at the very least they could put up a page on their web saying they are busy/phones not being answered etc. I paid for the shipping to avoid the hassel of going to the shops and didnt think online would be more hassel :mad: Have used wiseowl.ie with no problems before but got seduced with the free book covering this crowd was offering - never again!

Mrs Mop

Thanks for posting this guys - I placed my order back in mid July and got the automated email back on the 3rd August assuring us that the books would be with us today - so as I have as yet received nothing ( & all the books are in stock ) I emailed them today. I guess I won't be getting a reply so I will email over night to cancel the order - shocking shocking service! I' m a teacher and I will damn sure we do not recommend this website to our pupils and I will advise my son's school likewise! :mad:

mm1

Hi, after 30 mins on hold i managed to get through to them yesterday to cancel my order, i'd ordered my books 5 weeks ago. i ended up re ordering with ABC books and got a email this morning to say my order has been dispatched and should arrive 2/3 working days, I hope you all get sorted, it's pretty worrying at this stage..

mm1

Asher, mine was SENT FOR PICKING two weeks ago,. i managed to get through and cancel my order, just hoping i get my refund...

Galway 11

I ordered a book from their other book site bestsellers.ie and had exactly the same stuff. They took the money but no book arrived. I emailed and was put on hold, just no response at all. Eventually I went onto their facebook page and got a phonecall from them within an hour. Its a pity because they used to be quite good, quick to ship but sadly things dont seem to be the same.

DGOBS

The whole thing is ridiculous, it's not as if they don't know the vast majority of their business is done in 2-3 months of the summer EVERY YEAR!

Every other business would have increased stock and casual staff on for the summer months. Basically the attitude seems to be, we got your money, you will just have to wait, and anyway you don't really need them until the end of August.

My approach here is businesses like these should be left with no custom, and left to go bust! They must learn that customers should be treated as their lifeblood, not something that's a nuisance and treated with derision. It's not as if your even been given a good deal, or reduced rates for buying €100s of books.

Mrs Mop

They keep deleting posts on their sister company's page on FACEBOOK now! Bestsellers.ie!!!! Which means they are picking up their messages:mad::mad::mad:

I've just had to reorder my books from Easons - fingers crossed I get them in time!!!

Mrs Mop

Got a call from a lovely (calm) girl this morning and she has organised full refund to my CC - very apologetic too so I'm glad I didn't explode with her!! Hopefully they'll get everything resolved soon & before the start of the school year!

supergunner

I went to their facebook page bestsellers.ie and cancelled my order and got a reply within half an hour. I should have done that before i went to their address over in Clondalkin.

whats_happenin

I order mid July still no book and I cant get through on phone. Sent a email no response. What should I do

fuming

Well just to update everyone I went down to the warehouse today and receptionest handed me a form to fill which I refused, she told me she works for Aeon not schoolbooks.ie so would have to ring customer services which I also refused and demanded to see a manager from Aeon,she said they weren't part of schoolbooks.ie so I said if thats true why did Aeon take the money from my account when I placed the order because that was fraud and then amazingly she was able to get me a manager.Long story short my order is now out for delivery with GlS couriers and I have a tracking number and my books will be here tomorrow after 5 weeks.My advice is to go down and kick up a stink.

aisher

Gave up on contacting them by phone/email and sent them a message via bestsellers.ie facebook page! Got a reply within an hour from them confirming my order is cancelled per my request so I got myself down to the local book shop and got all I needed. Will be keeping on eye out for my CC refund.
Really leaves a bad taste - will NEVER use this company again :mad: Just glad I have the books I need and dont need the hassel of trying to get them by phone!

gogomum

:)Fuming, you did better than me then to get your books sorted out that quickly. My hubbie went to Abtree yesterday to pick up the two books for us, and I don't know if it was from me posting about how good they were to hold the books for us on this board, and on facebook; or if everyone else was let down by schoolbooks.ie but he said there were 50 parents there picking up books. They said there was a huge surge in business that afternoon. There were 5 staff working though and they went through the orders really quickly and with a friendly attitude. They said to him they were delighted that business had picked up so much and that he's better to come to them the next time and they'll look after him.

fuming

Well for my last update on this topic my order was delivered first thing this morning so for anyone still trying to ring the non existing customer services,dont waste your time anymore,go down and demand your books,its the only thing that worked for me.Will never order from them again.

supergunner

whats_happenin wrote: »

I order mid July still no book and I cant get through on phone. Sent a email no response. What should I do

Get on their f/ b account and cancel your order and buy elsewhere

efogarty

not for books

rebelmomma

Fair play but unfortunately it isn't an option for all of us to go down there. Delighted you got sorted though. It's no joke at this stage

rebelmomma

Admin - is it possible to post a link to here for a facebook group that posters can join to join voices to get something done - strength in numbers and all that jazz?

and before it starts yeah it might not work, but it might work too.

DGOBS

Best way to get something done, is cancel your order and move your business elsewhere.

Marath

I too had problems with them. Failed with frustration to get hold of them by phone and no response to 2emails. Phoned supervalu as the are linked with the real rewards and they couldn't have been more helpful. I received a phone call back to advise they had made contact with the company and to expect a reply which I did but they still couldn't advise a dispatch date. In the end I lost faith and and cancelled order so hopefully a refund will issue. I received an email confirming the cancellation. I went to my local shop and received books covers etc cheaper than books.ie even with 10 discount. The lack of communication did it for me and not being able to contact them. Never again. If anybody needs the email address to can el order let me know.

rebelmomma

DGOBS wrote: »

Best way to get something done, is cancel your order and move your business elsewhere.

have you read the posts? how can you cant get through?

DGOBS

If you read them, you will read I did get through, 54 phone attempts and 45 minutes on hold!
or go down in person as others here have done.

You may also gather I was the OP!

rebelmomma

DGOBS wrote: »

If you read them, you will read I did get through, 54 phone attempts and 45 minutes on hold!
or go down in person as others here have done.

You may also gather I was the OP!

i'm sorry i didnt realise you were the OP. i am more than a little stressed about this.

I am from Cork and unfortunately travelling to Dublin is just not an option for me.

Well done to anyone who can get through and cancel their order. At the monent the phones dont even ring and the emails are not answered. By the time the money goes back on my card at this stage i will not have time to get more books. I dont have another way to get the money. This isnt a sob story it is fact. I too have used the company for years but never again.

kinlou

Yes, in a way though good to hear I wasn't the only one. I just can't believe it - stressful time of year, no books despite ordering many weeks ago, money taken ages ago, have cancelled them and absolutely no communication, which is so aggravating. They may have deliberately have stopped answering phone due to agro they were getting. I really hope I get the refund soon -I hope they don't last much longer as it's really unfair to customers. They should not take any more orders - their website looks as if it's all business as normal and people recommending them on facebook etc. Think there should be a warning put on their website.

gogomum

I lodged a complaint to the national consumer agency about my dealings with schoolbooks.ie.

http://www.nca.ie/nca/contact-form

Marath

I just got a refund after cancelling thankfully and promptly!

lisao80

I ordered my books on the 6th of aug, was just about to cancel my order but checked the tracking of it and it says my order was dispatched yesterday. Hopefully will have the books in the next few days. Defo won't be using this company again tho, I'm only waiting 2 weeks and was worrying so can only imagine how the people waiting longer are feeling.

DGOBS

Just wondering, seeing as the warehouse you guys went to claimed it 'was not schoolbooks.ie' nor did any of schoolbooks.ie staff work there, haven't the broken some of the E-commerce regulations, as they haven't provided the "geographic address of the trader' ?

As below:


E-commerce regulations
These regulations apply to all web traders in the EU, even those that may be excluded from some or all of the distance selling rules. They state that the following information must be shown:

The name of the trader
The geographic address of the trader
A contact email address that allows the trader to be contacted quickly
Information about the company's registration, such as their Company Registration Number or VAT number
Details of any regulatory or licensing requirements the trader is subject to
The different steps that need to be followed to make a purchase
There should be a way to see and correct any mistakes before you place your order
The language(s) that your contract is in
The terms and conditions of the contact must also be made available to you in a way that allows you to store them.
You should be given an acknowledgement or receipt of the order, either on your screen or by email.

linky: http://www.nca.ie/nca/shopping-online

Jamill

Just to up date everybody. I got my books today, all eight of them, but they were not covered........this was one of the reasons why I used this company, cos they were offering free covering. Will not use again.

Airsoft lady

I have been promised delivery last friday but still have not got the books as of yet, tried to call and now all I get is system busy and will not ring through, I emailed a week ago and still no reply and I never received the apology email from them that was apparently sent out either my school book order is approx 250 euro

DGOBS

that is so bad, they should hang their heads in shame for what stress they have caused people this year

Mr Diamond

Anyone else still having problems out there?

Ordered my books on the 21st. Can't get through to them and they won't answer my emails. I simply want to know if I should cancel them or if they'll come through.

Very stupid way to run a business.

Taceom

Jamill wrote: »

Just to up date everybody. I got my books today, all eight of them, but they were not covered........this was one of the reasons why I used this company, cos they were offering free covering. Will not use again.

That's a very poor service. Shame on them. I used them last year and found it a great service then. This fiasco will do them no favours. People won't place orders with them next year and you wouldn't blame them.

aisher

Mr Diamond wrote: »

Anyone else still having problems out there?

Ordered my books on the 21st. Can't get through to them and they won't answer my emails. I simply want to know if I should cancel them or if they'll come through.

Very stupid way to run a business.

I contacted them via their sister company booksellers.ie - sent them an email with my order number and told they the other site was not responding to either phone/email - I asked them to cancel the order and they did - they sent an email back within the hour and I got a full refund within 3 days.

Mr Diamond

aisher wrote: »

I contacted them via their sister company booksellers.ie - sent them an email with my order number and told they the other site was not responding to either phone/email - I asked them to cancel the order and they did - they sent an email back within the hour and I got a full refund within 3 days.

So... they WANT people to cancel?

I don't really understand. I can go off tomorrow and source my books elsewhere (inconvenient but seems likely) but I'd still like to hear an explanation from them.
I can understand, and even be sympathetic to a mistake, but not acknowledging it is a far worse crime.

Airsoft lady

Mr Diamond wrote: »

aisher wrote: »

I contacted them via their sister company booksellers.ie - sent them an email with my order number and told they the other site was not responding to either phone/email - I asked them to cancel the order and they did - they sent an email back within the hour and I got a full refund within 3 days.

So... they WANT people to cancel?

I don't really understand. I can go off tomorrow and source my books elsewhere (inconvenient but seems likely) but I'd still like to hear an explanation from them.
I can understand, and even be sympathetic to a mistake, but not acknowledging it is a far worse crime.[/Quote I ordered my books a month ago on wed, only got them today and still waiting on a few books

Mr Diamond

aisher wrote: »

I contacted them via their sister company booksellers.ie - sent them an email with my order number and told they the other site was not responding to either phone/email - I asked them to cancel the order and they did - they sent an email back within the hour and I got a full refund within 3 days.

Hi, I can't find booksellers.ie - is that the right site?
Have been on hold most of the morning and sent about 5 emails.

I can't even cancel my order!?

At a bit of a loss. Anyone got any advice?