Eric L.

I'm living abroad this year and therefore have to supply both a billing address and a shipping address. Book Depository has a strange design in its website: by default it asks for one's billing address, leaving shipping address as an option (contrary to standard practice of almost all online shopping sites). As a result of this design issue, I made a mistake in having my order shipped to my billing address in the US instead of the correct shipping address in France. I admit that part of this was a result of my not reading the website carefully but I also think book depository is at fault for designing the site against the norm.

I negotiated with them to have the issue addressed. After almost 20 exchanges, during which often I was given generic replies that did not acknowledge my special request (reshipment/refund + suggestion to correct their site design), I was finally contacted by a dispute resolution specialist (a supervisor) who basically told me that they would do nothing. See below.

So basically they just blame their consumers without ever acknowledging their own partial fault.

"This is Dani from Book Depository Resolutions team.

I am afraid this is how our checkout process is designed to make it a quicker process for our customers. I do apologise that this caused an inconvenience to you.

As there was an option during checkout to enter a different delivery address and this has already dispatched to the incorrect address, we cannot take any action until this item is returned. Please allow 5-10 weeks for this to be returned. Once we have received our daily returns they are immediately unpacked and uploaded on to our returns database. We can only recommend that you continue to contact us on a weekly basis to check when and if they are returned.

We apologise that we cannot be of greater assistance at this stage and for any inconvenience caused.
Kind Regards,
Dani,
Resolutions Specialist"