bangs head on table

Today my ongoing problem with pbshop just reached a new level of absurdity. Let me just say that  I have used pbshop for years and rarely, if ever, have I had a problem. I actually like this seller.  Back on July 25 I ordered my copy of Garden of Evening Mists by Tan Twan Eng from pbshop via Amazon.com. I got a very timely delivery of Madame Bovary instead.  God help you if you ever receive an incorrect order from pbshop.  Yesterday's directions were to send the book back to their facility in Illinois, which I did; today I received another email telling me to return the book to their place in the UK.  I am about ready to scream.

Luckily for me Amazon has a record of all of the buyer-seller messages in a very organized inbox/sent messages format. I have also been keeping a record chronologically myself and thought I would share. It's like they don't even hear what I am saying.  Take note of #6 -- it sparked today's incident of banging head on table.

#1: Nancy to pbshop:

Inquiry from Amazon customer Nancy Oakes: Received wrong item (Order: 103-9381534-9324203)
From: Nancy Oakes
Sent: Wednesday, August 8, 2012 12:26 PM
To: pbshop

Order ID: 103-9381534-9324203
1 of The Garden of Evening Mists. by Tan Twan Eng
   
Hi there! I opened a parcel from you guys today and to my surprise, instead of Garden of Evening Mists, I have a lovely copy of Flaubert's Madame Bovary.  I am not worried about how this might have happened; I really need a copy of Garden of Evening Mists quickly so I am writing to find out how we can fix this problem.

Any help would be definitely appreciated.

Thank you

#2: pbshop to Nancy
 RE: Inquiry from Amazon customer Nancy Oakes: Received wrong item (Order: 103-9381534-9324203)
From: pbshop
Sent: Thursday, August 9, 2012 2:43 AM
To: Nancy Oakes
Order ID: 103-9381534-9324203
1 of The Garden of Evening Mists. by Tan Twan Eng
   
Hello,

We are very sorry you have not received item you ordered
In order for us to resolve this quickly, can you please supply more information on the item you have received?
We ask you kindly answer the below questions:
* What is the barcode number on the item received? (This is also known as the ISBN)
* Was any paperwork included with this item? Please provide any information stated on this or if possible please provide a photo.
*On what date was this item delivered to your address?
We thank you kindly for your assistance with this.
Our apologies for any inconvenience caused,

Kindest Regards

Catalina
Customer Care

Pbshop 

#3 Nancy to pbshop: (August 9)
Hello
The bar code on Madame Bovary is 97800995298666. 
Paperwork included is a "Despatch Note" with a bar code. Under the bar code are the numbers 103-9381534-9324203
There is an order number 103-9381534-9324203
Supplied by PBShop
Catalogue Number is 9781905802494  Title and Artist: The Garden of Evening Mists, by Tan Twan Eng [Hardcover] by T

There is no return label at the bottom of the page.

As soon as I locate my other camera I'll send pictures -- all I have right now is an iphone which takes worthless shots

The book was delivered August 8th, 2012 (yesterday)

Can you please expedite this matter and send me another copy of Garden of Evening Mists at the price I paid?

#4 pbshop to Nancy (August 10)
Friday, August 10, 2012 1:48 AM
To: Nancy Oakes

Order ID: 103-9381534-9324203
1 of The Garden of Evening Mists. by Tan Twan Eng
     
  Hello,
 
We are very sorry your order is incorrect.

Please return it by the most economical method of postage to:

Paperbackshop
3565 Butterfield Road
Unit A
Aurora
IL
60502
US

Please state on the despatch note the reason for return and if you would like a refund or a replacement and include this along with the book.

Our sincere apologies for the inconvenience caused.
Kindest Regards

Catalina
Customer Care
Pbshop

#5 Nancy to pbshop
 Inquiry from Amazon customer Nancy Oakes: Received wrong item (Order: 103-9381534-9324203)
From: Nancy Oakes
Sent: Friday, August 10, 2012 9:27 AM
To: pbshop

Order ID: 103-9381534-9324203
1 of The Garden of Evening Mists. by Tan Twan Eng
   
 Thank you for your response. 

A) I am mailing/returning  the incorrect book today to your IL facility.  I put a note as asked on the packing to slip to indicate that I would like a replacement rather than a refund. 

B) As I have asked three times now, can you PLEASE dispatch a replacement copy immediately? No one has said whether or not you intend to replace the wrong book with the one that I ordered.  I also do not understand why I am responsible for return postage since this was not my error -- to send it in the most "expedited fashion" as you requested, I have to mail it priority mail which is much more than the $3.99 postage I've already paid.

Thank you.  PLEASE just replace my book and contact me when it has been mailed.

#6 pbshop to Nancy

 RE: Inquiry from Amazon customer Nancy Oakes: Received wrong item (Order: 103-9381534-9324203)

From: pbshop

Sent: Saturday, August 11, 2012 6:08 AM

To: Nancy Oakes

Order ID: 103-9381534-9324203

1 of The Garden of Evening Mists. by Tan Twan Eng

Hello,

Please return it by the most economical method of postage to:

Paperbackshop
Unit 22
Horcott Industrial Estate
Horcott Road
Fairford
Gloucestershire
GL7 4BX
UK

Please state on the despatch note the reason for return and if you would like a refund or a replacement and include this along with the book.

Our sincere apologies for the inconvenience caused.

Kindest Regards

Claudia
Customer Care
Pbshop 

 

#7 Nancy to pbshop

Dear Claudia,

My error: I confused "economical" with "expedited."  But as per instructions (see below on August 11 email), I sent the book to your US facility in Illinois. 

I must say, I'm rather surprised. pbshop has been one of my favorite online sellers and this is just absolutely ridiculous:

a)  I have already indicated SEVERAL times that I would prefer a replacement rather than a refund (at the price quoted)

b)  I'm getting two different sets of instructions from two different people

c)  I receive one e-mail a day, and no one has yet to tell me when I might be receiving a replacement for the incorrect book that pbshop sent to me

I would prefer to continue doing business with pbshop.  If you look at my buying history, you'll see it's been going on for years and I have rarely had a problem.  I am just so surprised and frankly, a little, no change that -- quite a bit frustrated at the customer service with this issue. Now obviously I've sent the book to the incorrect location and I'm sure that's going to further hold up my order replacement. 

All I want is my new book at the price you quoted me.  Thank you.

Nancy Oakes