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Would you bother?


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#1 ~*Twilight~Zone*~

Posted 05 February 2013 - 10:47 AM

I missed the deadline for ordering my sons school books and therefore had to pay $5.50 per item (up to $17.50) for express post. I ordered 6 books so paid $17.50 for delivery.  

Now I placed my order on the 16th Jan, paid the postage fee and my credit card was debited immediately upon placing the order.

I've sent a couple of emails asking when to expect delivery as (after all I had paid express post) but these have been ignored.

On Friday I received an email from them (not a reply to my email but a system generated one) advising me that because I had ordered after the deadline I would not be receiving my order before school returns (BTW deadline was something like the 14th December)  rolleyes.gif

Last night another email advising that my order had been dispatched and it would be 5-7 working days before I received it.

Now what is annoying me is that I HAD to pay the extra on postage because they would have to 'Express' post it to me because I was late ordering.

A friend who ordered hers before the deadline also received an email last night advising her that her books would be delivered in 5-7 days so basically we are getting the same service but I had to pay extra for the privilege.

So would you complain about being charged for a service that you were not receiving?


#2 CrazySingleMum

Posted 05 February 2013 - 10:50 AM

I would definitely complain and request a refund ... or the items express posted as that is the service you paid for.

#3 Orangedrops

Posted 05 February 2013 - 10:50 AM

Yes I would expect my express postage to be refunded the items have obviously not been sent express.

#4 ~*Twilight~Zone*~

Posted 05 February 2013 - 11:04 AM

QUOTE (evalynnI @ 05/02/2013, 08:55 AM) <{POST_SNAPBACK}>
Yep definitely, because you haven't been provided with what you paid for. Out of interest, what was the standard postage charge?

Free

#5 sylvastar

Posted 05 February 2013 - 11:06 AM

Yes, do it - matter of principle!!!!
I wouldn't be able to sleep if I din't say anything  wink.gif

#6 new*to*this

Posted 05 February 2013 - 11:10 AM

I would absolutley be asking for a refund as they have not provided the service you paid for, especially when delivery would otherwise be free.

I would absolutley be asking for a refund as they have not provided the service you paid for, especially when delivery would otherwise be free.

#7 ~*Twilight~Zone*~

Posted 05 February 2013 - 11:11 AM

I can't find our school code but this is what is has on another school online order form

QUOTE
Express Home Delivery
      - Prepay By Credit Card

$5.50 per item up to a maximum of $13.95 (inc. GST, processing, packing and freight). Allow up to 5 working days for delivery.


The only contact details they have is an email address but they do not respond to it.

#8 Jax12

Posted 05 February 2013 - 11:13 AM

Yes I would bother.  I used to let stuff like this go all the time and I shudder to think how much money I've been ripped off over the years because I didn't bother following up when these things happened.  Good luck.

#9 halcyondays

Posted 05 February 2013 - 11:13 AM

They often have a facebook page- try putting a comment on their wall. I've found I get super quick results with that method!


#10 ZombieMum

Posted 05 February 2013 - 11:18 AM

It depends. On the one hand - I'd be grateful they accepted the late order and still managed to send it out in a reasonable time.

My DD's high school order has to be in before end of November. The supplier orders the books based on what these orders are. Any orders placed after that date require another order for them - so if they are only ordering a couple more books, as opposed to hundreds, then I can understand the postage would be more for these late orders. (ie the early orders would mean that text books are ordered by the box, whereas late orders might be single books, so postage to them can be more expensive per book.)

If your school ordering system is similar my DD's high school system - then you haven't received the same service as your friend. If they'd used the term "late order fee" instead of "express", would you be happy with that? If so, then I'd not complain, as I said - I'd be grateful they accepted the late order.
Our local supplier would have had thousands of orders to organise - as they do a few schools - so any late orders are a pain in the bum for them. wink.gif


Ah ok, you've posted that it would have been free if you'd met the deadline.

I think the postage you've paid is reasonable. They've probably included the postage cost into their book price - and that would be based on them ordering in bulk. Your order was probably another order they had to organise with their supplier - so they are probably trying to recoup the cost of postage they've incurred.
We have to pay $15 for postage if we don't go in and collect the order and have ordered before the November date. There's no late fee, but then there's no guarantee they'll be able to get those books in before school goes back.

#11 Gloriana

Posted 05 February 2013 - 11:19 AM

Didn't order through Officemax by any chance?.

So many complaints about them. I am still waiting on 4 items that were ordered just after Christmas. Got email last week saying I would receive them in 5-10 working days.

#12 emnut

Posted 05 February 2013 - 11:27 AM

what you have quoted doesn't say express post though it says express home delivery  so no I wouldn't bother.  I would take that as meaning that they will despatch the items in a fast manner not that they would be sent by express post given it is a late order (and pretty much more a late processing fee as they aren't putting the order together at the same time as they are doing a bulk order.

#13 CoFFeELoVe

Posted 05 February 2013 - 11:27 AM

Its not a company starting with "C" in Perth is it?

I'm having the exact same issues.

And PP who said they might have to order in etc, i have been to the companies office/warehouse and they have ALL the books there, so in reality there should be no delays.



#14 Heather11

Posted 05 February 2013 - 11:34 AM

QUOTE (pukeko~ponga~tree @ 05/02/2013, 11:57 AM) <{POST_SNAPBACK}>
Its not a company starting with "C" in Perth is it?

I'm having the exact same issues.

And PP who said they might have to order in etc, i have been to the companies office/warehouse and they have ALL the books there, so in reality there should be no delays.



Plus a friend who ordered before the cutoff received the same message indicates to me that they are just slow at processing orders not that they have to wait to order stuff in.

#15 ~*Twilight~Zone*~

Posted 05 February 2013 - 12:04 PM

QUOTE (pukeko~ponga~tree @ 05/02/2013, 09:27 AM) <{POST_SNAPBACK}>
Its not a company starting with "C" in Perth is it?

I'm having the exact same issues.

And PP who said they might have to order in etc, i have been to the companies office/warehouse and they have ALL the books there, so in reality there should be no delays.

Yes it is LOL - They used to be Wooldridges but I believe Wooldridges closed their doors after the issues they had last year.  Wondering now if they just changed their name.

I actually would have happily gone into their shop and purchased the items but when I tried to find out where to go they were only listed as being 1.5hrs away from me.  Since found out there is a shop closer but that wasn't listed at the time I placed my order.

I understand what you are saying ZM they had actually stated that delivery would be within 5 working days so they haven't adhered to that at all.

#16 Sweet like a lemon

Posted 05 February 2013 - 12:30 PM

Yes, I would most definitely complain. I would also except a refund on the express postage payment.


#17 lamarque

Posted 05 February 2013 - 12:38 PM

Definitely.   original.gif

That kind of thing really annoys me.

#18 ZombieMum

Posted 05 February 2013 - 01:06 PM

QUOTE (~*Twilight~Zone*~ @ 05/02/2013, 01:04 PM) <{POST_SNAPBACK}>
I actually would have happily gone into their shop and purchased the items but when I tried to find out where to go they were only listed as being 1.5hrs away from me.  Since found out there is a shop closer but that wasn't listed at the time I placed my order.
You say that now, without having experienced it. wink.gif It could have turned out to be like ours - I went in to get something and the line was MASSIVE. Had to stand in line for an hour, it was crazy! For those that had late orders and were hoping there were spares in the warehouse, they also waited in line for an hour only to be told there was none available and they could order it in, but it would take 3 weeks or more.

QUOTE (pukeko~ponga~tree @ 05/02/2013, 12:27 PM) <{POST_SNAPBACK}>
And PP who said they might have to order in etc, i have been to the companies office/warehouse and they have ALL the books there, so in reality there should be no delays.

It depends on the setup of the supplier. The books they have in stock could already be earmarked for the earlier orders. Our local supplier (so much smaller than the OP's supplier) had heaps of books out the back, but they won't supply you those until their orders have been completed. You can't just go in and ask for x book because you were late ordering. If this was the case, then lots of people would do late orders. They have to source books from the printers - they need ample time to ensure books arrive on time for the school year.

For our local supplier - If you have a late order, then you have to come back after the collection date and hope there are leftovers, or you could place an order and put up with waiting longer. If there are no leftovers, then they have to order more in. (I know this from experience.  ph34r.gif  It took 2 months into the school year for one of my DD's late books to arrive, I think it had to be printed again.)

When you think about the thousands of school kids requiring books at this time of year - then you learn to appreciate what's involved - I know I didn't appreciate it until we had a late order experience and when chatting to them, they explained how it worked for them. wink.gif

QUOTE (Heather11 @ 05/02/2013, 12:34 PM) <{POST_SNAPBACK}>
Plus a friend who ordered before the cutoff received the same message indicates to me that they are just slow at processing orders not that they have to wait to order stuff in.

My DD hasn't received all her text books yet - there have been new editions of text books printed which haven't arrived yet, so perhaps this is similar to the friend's situation. Or perhaps the friend was also late in ordering, but is too embarrassed to admit this. wink.gif

The OP ordered a month after her friend, and is lucky to be receiving her books around the same time as her friend. (saying that from past experience of having a late book order myself. wink.gif ). I think if you've placed a late book order - then the "express" doesn't apply so much.

If the story had been different ie she'd ordered and paid in December for express, and received hers late but at the same time as someone that ordered late and didn't pay express, then I would agree with asking for a refund.


On the plus side TZ - at least your child won't be singled out for not having books yet. I'd be kind of relieved the other orders were 'late' to arrive.  I hope you don't have too long to wait.

#19 Fabulous

Posted 05 February 2013 - 01:15 PM

OP, I have ordered through the same company and it's not actually express post that you have paid for so I wouldn't be expecting a refund. I know it's such a drag. DS is doing yr12 and some books were out of stock so I scurried around finding second hand ones on gumtree.

#20 ~*Twilight~Zone*~

Posted 05 February 2013 - 01:43 PM

I never usually order online and always go into the shop because of this very thing - it takes too long, orders never arrive on time plus I then have to go to the Post Office and pick it up because noone is home.  Another good reason to get 2nd hand where I can.

I'm thinking I should be reimbursed the postage because they failed to deliver my order within 5 dys even though it was stated it would be.

#21 darcswan

Posted 05 February 2013 - 03:45 PM

QUOTE (~*Twilight~Zone*~ @ 05/02/2013, 11:47 AM) <{POST_SNAPBACK}>
Now what is annoying me is that I HAD to pay the extra on postage because they would have to 'Express' post it to me because I was late ordering.

A friend who ordered hers before the deadline also received an email last night advising her that her books would be delivered in 5-7 days so basically we are getting the same service but I had to pay extra for the privilege.

So would you complain about being charged for a service that you were not receiving?


Total time for your order: approx 1 month
Total time for your friends order: approx 2 months

Sounds like express to me?  It took half the time for you to receive your books.

I think its already been said - but basically this is a busy time of year for textbook suppliers.  Deadlines are there so they can place bulk orders and recruit adequate staff to service this demand.

#22 PurpleWitch

Posted 05 February 2013 - 06:54 PM

I spent 3 days venting about Campion.

Still no books and we ordered and paid in dec last year.

Furious.

I've demanded a full refund.

Pricks.

#23 Foogle

Posted 05 February 2013 - 07:50 PM

ZM has explained it very well.  It's an incredibly busy time of year (not as busy as Nov/Dec but still up there).

PW - Interesting.  Campion are on the ball usually.  Do you not have ANY texts delivered? Remember they are only the middle man.  Have the texts been released yet by the publisher?  





#24 anabh

Posted 05 February 2013 - 08:19 PM

The company starting with c have had alot of issues! Kids who ordered in December still do not have their things. It is only the ones that had to be posted out that were affected. It has something to do with them and Australia post, they didnt pre advise aust post about the large quantity of bulk orders or something like that. On Friday ed staff were advised it would be 2-3 weeks but today we were told they are pushing for end of this week.

#25 anabh

Posted 05 February 2013 - 08:21 PM

They have also obviously received a huge number of calls and emails because they are no longer answering calls and all emails are being returned with an automated reply.

While I believe they tried to do the best they could, they were nowhere near ready for the quantity of orders they received. As a result I think alot of schools will go to the other supplier for next year.




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