In recent years my purchasing has become quite prolific (perhaps even over the top!) driven by the availability of so many books, large and small, 'classics' or reprints, even new material at a fraction of the price compared with those of my youth. I frequently purchase books from various on-line vendors (resellers who do international delivery, Amazon and the like); I am sure that I am joined by many of you in this. My experience has been 99% satisfied with the service and delivery of product as described.
It's against this background that a recent, rare, negative experience leads me to put fingers to keyboard to relate it to others.
I made a sizeable order from a vendor whom I have used many times previously. This involved seven, books, mainly second-hand, but two of them new, ranging in price from a mere £4 up to £34. This came to a sum total of £150.00 (including postage), or $268.96 in my language. Pretty serious money as far as I am concerned.
Imagine my reaction when, yesterday, my wife collected the package from our post office and it looked like this:
Such a thin cardboard box afforded little protection for the contents.
Our postal service had 'plugged' many of the holes and rips.
A few air-filled bags had been thrown in above the books...
Result?
Second-hand books that were now more second-hand
and 'new' books with damage to the lower corners of the covers.
My disappointment (to put it mildly) was and is all the greater as this is now the second time that sub-standard packaging has occurred with this same vendor. The first, far worse than this, resulted in damage to a volume from the lovely "Splendeur des Uniformes de Napoleon" series. In that case, the poor packaging resulted in the book becoming water-damaged.
far worse on the rear,
and inside rear.
(The plastic covering is my own. I cover all of my books).
In related the water damage to the vendor, suggesting that he review how books are packaged when sending them long distances by international mail (around 15 000 km). I received an apology, of sorts, and an assurance (again of sorts) that he'd ensure it did not happen again.
I should have taken the lack of any real concern as a warning...
The, frankly, sh!thouse packaging from this vendor is in stark contrast to the obvious care and attention that others take. I may pay a little more for the privilege, but the books arrive in the same condition in which they were sent; and I have paid for.
I have sent a note with my disappointment to the vendor involved, along with photos of the packaging and (slight) damage to the books. We'll see what the response is, but, now twice bitten, I'm strongly inclined to "not be fooled again"!
I realise that this has been a bit of a 'whingey' post; not something that I want to do often on this forum. My hope and intention in doing so is to alert others, perhaps to draw comments of similar disappointment—plus to get it off my chest!
Epilogue
I received a reply from the vendor, with a non-apology and a reasonable offer.
Hmm, well, we normally uses cardboard like that- and thinner- with absolutely no problem- but they shouldn't really be filled with air bags, just cut down to size.
Looks as if that was placed sideways-on in transit and squashed between some heavy duty stuff- I'd be challenged to reproduce that damage if I tried. IF it had been upright the bags would have crushed but the corners would have been saved. We fill a large post office van everyday but this the first damage report we've had in many a month - apart from 2 wet packets a few weeks ago. the Post offices are normally very careful
OK, hang onto the box and the books for about 3 weeks. If you don't get a call from the postal services during that time, just ship them back to me. I'll pay of course, cheapest method (This is where I am reminded that Royal mail is one of the cheapest services in the world) I'll send you out replacements
I checked with Mark, for whom the ‘Wargaming History’ volumes were purchased and he’d rather have and read the books now, with the slight defects, than wait another several months for a turn around. He’s less fussed about the damage than I.
For mine, now twice bitten, I’ll put it down to experience.
How terribly disappointing! Having this happen more once from the same vendor, please share the vendor's name so others may avoid such tragic results. Was the package insured?
ReplyDeleteThanks Jonathan for your comments and support. I do not want to put the vendor’s name on the blog, at least for now. I’ll at least give him the chance to reply to my email expressing my disappointment at the packaging and resulting damage to the books—even if minor. Certainly annoying as it should not have happened if it was packaged better.
DeletePreviously they were pretty good with their packaging, although never to the standard of other vendors whom I have used! I was a recipient of regular e-mails with lists of available books, but have unsubscribed as a result of what arrived yesterday.
What rotten luck, James. I think you're being remarkably tolerant!
ReplyDeleteThanks Matt.
DeleteIt's very much a FWP, but not what one expects. There are other, better vendors who'll receive my custom from here on!
That is very unfortunate indeed! I also have the "Wargaming in History" books 1 & 2, purchased new, from the same supplier perhaps? It would be helpful James if you could name them, that is if they do not give you some recompense for this poor service. If it is the same bookseller, I continue to receive updates from them, but would not want to purchase from them if their service has slipped this far.
ReplyDeleteKind Regards,
John.
Don't worry John, there will be an epilogue to this, one way or another!
DeleteDisappointing result James and the vendor is one I recognise. Sorry to see so many fine books ruined!
ReplyDeleteThanks Carlo. Not ruined, but certainly not what I paid for. You'll know then how disappointing it is, given the source...
DeleteVery disappointing! :( As Jonathan says I hope you do name them so the rest of us can avoid this experience.
ReplyDeleteCheers Mark. I'll follow up this once I have received a reply from the vendor.
DeleteDefinitely not good; we all share your pain, James. Better luck in the future.
ReplyDeleteI intend to 'load the dice' Paul, by dropping this mob and sticking to those who put more care into packaging—even if it costs a little more!
DeleteIt's a sad commentary on the quality of workmanship lately.
ReplyDeleteWe've all had bad experiences with opened packages, foot prints on boxes, and just sloppy delivery people.
Too true Doug, the handling in transit is the real 'culprit', but I'm not so sure that this is a new thing?
DeleteOur family are spread across Australia with relatives overseas, so sending packages has been a regular thing. Solid packaging was 'modelled' to us by parents (now in their 80s and 90s).
The key here is the difference between the way these books were packaged and those from other vendors. Most of them put the books in a plastic bag (perhaps even bubble-wrap too), then place them in a box *surrounded* by foams beads and/or newspaper and/or airbags. The box is then securely bound with packaging tape. This way it arrives with the contents in the condition in which they were sent (and paid for), irrespective of how they were handled in-transit!
That would really take away from the pleasure of buying the books for me James. I worked in mail order for many years and would never have allowed anything to leave our warehouse so shodily packaged. Contrary to popular belief not just anybody can package things its actually quite a skill!
ReplyDeleteI think you have hit the nail on the head Ian!
DeleteThat is a real shame. I would be very ........ if that happened to me.
ReplyDeleteVery disappointing James. Its exciting when a package turns up and it must have been gut wrenching when you saw the condition.
ReplyDelete