Emergency Bookstore Online Located In Maryland Complaint - Customer Service - Bookstore

Review by pastaluv24seven on 2007-08-09
TANEYTOWN, MARYLAND -- I ordered a books for my paramedic class Next day air for $145 shipping on the 3rd of July from their website. I received a notification thanking me and providing me details of my order. I did not receive the package until the evening of the 6th of July. I called the company and was told that I had ordered after the 2pm overnight shipping policy. That I understand but that still meant my package should have been here on the 5th of July. However I was told that UPS and all shipping companies were not open on the 4th of July. Because of this holiday, paying for overnight or second day air shipping would not have mattered. The problem is though that I did exactly that and paid for it. Regardless of the company knowing this, all shipping for next day air was still offered on their website and absolutely no warning were given otherwise through their website, on my final order, or email thanking me for my purchase. So I paid for next day air but did not receive it until the evening of 6Jul after my class.
I first spoke to a customer representative who told me I was not getting a refund because she spoke to my husband about this and because he didn't know UPS doesn't ship on that holiday it was his fault even though it was offered. I then asked to speak to a manager but was told that "I already told you a refund would not be given so there would be no point." Then she asked me when I knew I was supposed to have the books by as most people know a month ahead. She also proceeded to tell me that most smart people would know to order it way before a class started and not two days prior. I told her that it was not due to procrastination but because I had not been approved for my GI bill yet (I just got out of the military) so I didn't have the money then for $500 dollar books until now. I also explained that had nothing to do with this. She scoffed and told me it was not her problem. I asked for the manager again and I was put on hold for a long time. Then the manager came on and I tried to explain that I paid for overnight shipping and was not aware that it would not be shipped because it showed absolutely nowhere on the site that overnight shipping was not offered due to the holiday. Her reply was "UPS has not been shipping on the 4th of July for over 200 yrs so why would it change now honey?" sarcastically. She too just wanted to argue about how I was wrong and not resolve the issue.

When I asked her what she would do if she ordered and paid for something overnight and didn't receive it but was told she should have known better, she replied with "I would have known UPS doesn't ship on the 4th of July so it wouldn't happen." again pointing out it was my fault. When I asked why it wasn't on their website and it still let me order, she said ALL customers should know the holidays! What exactly am I supposed to do with that? So because I didn't know UPS's 200 yr policy then I'm at fault? Had I known overnight shipping was not available, I'm willing to bet that I wouldn't have used the overnight shipping that was offered. As a last result after being argued with and talked down to,they offered me 35-45% back which I took. I still complained to the BBB but asking for a refund back and a policy saying they HAD to advertise when shipping would not be available instead of offering it regardless knowing full well their customers wouldn't receive it when they were expecting it. I asked for a refund as a red flag to make them see that the company should be held liable for advertising something that was not available. I know I have already recieved my discount and don't expect money back but that was only after going through a lot. And I know most people will not be as fortunate in getting anything back the next time. They just didn't want to deal with the situation anymore. I wasn't being rude but they grew impatient with me not understanding that it was my fault for failing to know off hand that UPS doesn't ship on the 4th of July.
Personally I feel they do this on purpose to get money back from people who aren't aware of UPS shipping policy because according to them, everyone should know UPS shipping policies and they shouldn't have to post it. I received a letter back from the company and was told that a 50% refund was offered by both of them right away that I completely disregarded. That was a lie. They argued and came at me the entire time and it was only at the last moment that they offered a 35-45% discount to me. The thing that gets me is that I was respectful to them and yes my tone May have been annoyed but how would you be if they basically told you that you were stupid. If a refund would have been offered by the first person then I certainly wouldn't have needed to speak with a manager. Then I read that the policy on informing customers if shipping would not be offered would not be changed because that would mean they would have to disclose it for everything if that were the case such as floods, hurricanes and all national weather changes or basic things that everyone should be aware of that would prevent shipping. He was being sarcastic. However hurricanes, tornadoes, or floods don't happen every single year on the same date for over 200 yrs so that is not a fair reasoning in the first place.

If a company knows when something will not happen but still offers it on their website, isn't that illegal? And if they blatantly decide to not put it up because the customers should always know when UPS doesn't ship, isn't that wrong as well? If it were left to the customers knowing everything then these companies would not have so many policies up but I'm assuming they are up for a reason!
Comments:9 Replies - Latest reply on 2007-08-13
Posted by Anonymous on 2007-08-09:
Think I will have to go with the book store on this one. You could have allowed a couple more days knowing your GI money was on it's way. You could have called UPS to be sure they delivered on July 4th, which most of the known World knows they do not. The book store did offer an adjustment on the shipping. If they in fact did send the books using UPS overnight they had to pay UPS the full overnight charges but have now refunded back to you part of what they had to pay out. It looks like they did what you asked of them but you have now turned around and put a black mark on their BBB file, not very fair to the book store.
Posted by rnick821 on 2007-08-09:
Seems as though you got the books as quickly as humanly possible, given the confines of UPS. If you wouldn't have ordered next day, it would have gone ground, and still would not have moved on July 4th. It's not like you still would have received them on the 6th if you would have ordered them using regular UPS rates...Probably the 7th, at a minimum.
Posted by pastaluv24seven on 2007-08-09:
I did not get approved for the GI bill until the day of ordering so I didn't even know if I would be getting it in the first place. A company cannot be bias on a persons lifestyle because if that were the case then overnight shipping would not be available. I could not have paid for the books ahead of time if I didn't have the money. I complained because they refuse to advertise shipping being available even though they advertise it and have a customer pay in full for knowing full well it wouldn't happen. I would not have recieved any refund back but got lucky because the manager didn't want to deal with it. How is it going to be the next time when someone else goes through the same thing because the company absolutely refused to pay it back when all they should have done in the first place is simply post that shipping is not available? They are just going to keep having people pay full in price knowing full well they could have said something. So the next person can be told..."you should have known." and not recieve a refund.
Posted by Anonymous on 2007-08-09:
Super, that would be like writing a bad check because you thought you might have the money soon. Bad advice!

Rnick, while I agree with your statement in general, I don't think that was the OP's point. The bookstore said one thing and did another with prior knowledge and that is FRUAD.

ยท Pastaluv24seven, I agree with your review and you raise some good points. The bookstore was wrong and the lady you talked to was just trying to cover up their mistake, in a rude way I might add.

Because of your review I will not be using that store. Thanks for the information, I have voted you Very Helpful
Posted by Anonymous on 2007-08-09:
Lid's, nobody said write a bad check! If I knew the money was coming I would have charged it and paid the bill with my GI money. You know me better than that.
Posted by jktshff1 on 2007-08-10:
You have to take holidays and weekends into consideration when shipping overnight.
UPS has a great web site. Here is a link to the calculate time and cost http://wwwapps.ups.com/calTimeCost?loc=en_US.
I know it's too late now, but might help in the future.
Posted by Anonymous on 2007-08-10:
Super, I know you better then that but I just don't think the OP does and that's why I don't say things like that to people that might take it that it is ok do to write checks on money they don't have yet.
Posted by pastaluv24seven on 2007-08-11:
I had no clue of the holiday schedule so I would not go to UPS's website unless the company I bought the product from gave me a reason why I should. I didn't question that my product would not be shipped because it was offered on their website and absolutely no warning was given to me before, during and after I purchased the product. If I had even thought for a second that UPS was closed on the 4th of July, why in the world would I choose to pay $145 for overnight shipping knowing I would not get my product in the time I paid for or my money back when I asked? How many times have you intentionally paid for something knowing full well you wouldn't get what you paid for...probably not many. Then when you asked for at least some of your money back and they said "NO, you should have known better." What do you do? I got so lucky to even get anything back to begin with. Now it's my fault because I wasn't "smart" enough to know. So I don't care if people think I'm stupid for not knowing UPS's non shipping dates. I refuse to believe that out of all the people living in America, I'm the only one. My point is NO ONE in this world would purchase a service knowing full well they weren't going to recieve it. So why is it fair for a company to advertise a service KNOWING FULL WELL that it wouldn't be given and still make you pay the full price...then refuse to give any money back?
Posted by jktshff1 on 2007-08-13:
Pasta, wait a minute, no one here is calling you stupid. Just pointing out that on something as important as your package obviously was, everyone needs to double check terms and conditions of the shipper. It's as simple as that.
BTW....many thanks for your service to our Country.

Your Name:
(displayed with your comment)
Your E-mail:

Your Experience/Advice:
Check spelling

By clicking submit you agree that you have read and accept the Terms of Service & Privacy Policy.

Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.