Complaint / review / scam report
Kobo Rakuten eReader
Terrible customer service

Complaint / review text:
Liked the Libra H2O eReader but needed it replaced under warranty.

As others have said, I completely agree to avoid Kobo at all costs based on their customer service which is a misnomer as they can do little except escalate problems to the *team* who does nothing. Even my messages to the CEO of Kobo and Rukuten were ignored.

You can only chat with CS but they have no access to any other part of the company so can not help at all. They can not tell you anything or do anything except escalate your problem to the "team" which they kindly did for me about 20 times with no effect.

They finally said I could request a refund after not sending my replacement for weeks and not saying why, THEN they shipped the replacement I no longer want because I refuse to deal with them any longer. It gets worse. About 10 long, painful chats worse.

And extra visits to UPS. And contacting my credit card company. Wasted lots of time with them.

The entire painful story with chats is so long I created a website to warn people.

Replace the word *dot* in the address

Read before you buy.
http://helpathomenj dot com/kobo

Avoid if you may ever need to contact them.

Contact information:

1 comment

July 14, 2021 4:16 PM
July 2021. Several months ago I (the OP) was finally given the following email address which certainly seems like something new and useful but I never tried it because I finally settled with my credit card company who was just as bad as Kobo. They credited me the money as a "favor" so I suppose Kobo actually received payment for my returned unit.

I finally emailed [email protected] to ask if they were a different group and if they knew or cared about what I had gone through. No, no, no and, Surprise! No.

Not only didn't they answer any of my questions, they told me to "contact us via chat/phone/Social Media Direct Messages in English 24/7 at Alternatively, you can also contact us through our Facebook page or our official twitter @kobohelp." THEN they gave me the final insult of telling me "If you need any assistance with any of our service or products, please let us know and we will gladly assist you."

Stay away from this company. You... Have... Been... Warned!!!
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