Yesterday I reported appalling service Blackwell’s on-line book orders. Two days to process an order, not delivered, messages left on social media ignored, unable to find telephone number on their website, find via google, call, inaudible message telling me not to leave a message as it will not be read, another message left on social media.
Today I received a response, edited ensuing conversation.
Zoe (Blackwell’s Bookshop)
Good afternoon Mr Parkins, I am very sorry to hear of the issues you have had. Could you please let me know your order reference so I can take a look into this for you? With best wishes, Zoe
Me
Coffee – Jonathan Morris
I also added order reference number.
Me
I will expect this book to be delivered by tomorrow, if necessary by courier.
Your service is appalling. I will not be ordering again.
I contrast with Oxford, where service in-store excellent.
Had I ordered from Amazon, it would not have taken two days to process the order. The book would have been delivered the next day. That is why Amazon is always first choice. It is not that they are cheaper, it is that they provide service.
Service an alien concept Blackwell’s on-line ordering.
Zoe
Thank you for providing this Mr Parkins. I’m sorry that your order has not yet arrived.
To confirm, this order was despatched on 3/3 by standard post to the address on your order. For standard UK delivery, we usually advise 2-4 working days after despatch but at the moment we are finding that it can take longer than this.
I can see here [tracking data] that your order has been handed over from our courier to your local Royal Mail centre yesterday, 10-03-21. Beyond this point, as this order has been sent via standard post, there is no further tracking information available but this does mean that it is in the final stage of delivery.
I’m very sorry that it is taking longer than expected for your order to arrive but I would be grateful if you could please allow a bit more time for your order to be delivered.
If it has not arrived with the post on 17-03-21 then please let us know – this will be 10 working days since the date of despatch and from this point we are able to advise further if your order remains delivered.
I’m very sorry once again for the delay and inconvenience caused – Zoe
Zoe also provided tracking data.
Me
No, if you cannot guarantee deliver today or tomorrow, then I require a refund, with confirmation of refund. I can then place an order with Amazon for delivery tomorrow.
Zoe
Good afternoon Mr Parkins. I have refunded your order as a gesture of goodwill, when the book arrives please keep it with our compliments.
Once again, I am very sorry for the inconvenience caused – Zoe
I will send an email confirming this refund now, please expect one shortly, and please allow a few working days for the money to show on your account – Zoe
Me
Thank you for your gesture of goodwill. I have received your e-mail.
But …
Your on-line service appalling. It does not take two days to process an order. Handed to your courier service on 3 March, they do not hand to local delivery until 10 March. What were they doing?
I do not know if this is a one off, or the norm. But you either have to pull the plug on on-line or dramatically improve. This is giving Blackwell’s a bad name.
Last autumn I travelled to Oxford to pick up a signed copy of a book by my friend Yanis Varoufakis, Another Now, to take to a friend in Cyprus. I have often passed by, but never ventured inside. I am usually heading to and from coffee shops.
- Café Society
- Colombia Coffee Roasters
I encourage support indie bookshops, but no way could I recommend order from your on-line service, not unless wish to wait weeks before receive book.
I would still encourage support indie bookshops, if in Oxford pop in Blackwell’s in Broad Street, an excellent bookshop, the staff very helpful, but on-line, unless can match Amazon for service, let alone price, not unless happy to wait days for delivery, in this case weeks, and as I write, I am still waiting (maybe it will arrive today with the post).
If order from Blackwell’s, their phone number, not that anyone answers and the inaudible message they do not listen to messages left.
- 01865 333536
What I am highlighting here is not restricted to Blackwell’s. If to compete with Amazon, it may not be possible to compete on price, but have to provide service as good as if not better than Amazon.
To her credit, Zoe did accept that something had gone wrong, as a gesture of goodwill refunded, and said I could keep the book when it arrives.
The book I ordered, Coffee: A Global History, which luckily I did not require next day, my concern was it had not arrived weeks later.
Coffee: A Global History has been turned into a podcast, A History of Coffee, a collaboration between James Harper of Filter Stories podcast and Jonathan Morris, Professor of History and author of Coffee: A Global History.
A History of Coffee a six-part podcast.
Note: Late afternoon, the post delivered long awaited very late delivery from Blackwell’s.
Tags: Blackwell's on-line book service, Blackwell's on-line book service (update), Blackwells, books, coffee, Oxford
Keithpp's Blog 
Leave a comment