I ordered a book from International Books through Amazon.com on August 8. I made a mistake in placing the order, in that Amazon had an old address on record, and forwarded this information to the vendor. I contacted International Books to give them the correct address, but they told me they had already shipped the book to the old address. Fortunately, a relative owns that home, and I am able to monitor whether or not the book was delivered at the old location. After about two weeks, the book still had not arrived, so I contacted Amazon.com through their order tracking system.
Proquobooks.com contacted me and said, in essence, the order was still within an acceptable delivery timeframe, and to contact them after 21 business days. I contacted them several more times in trying to check on my order, but was unsuccessful in getting anything more than their standard answer: "The order was shipped, you should expect to receive it within, etc..." After more than a month, on September 9, I contacted the company about the order and received the following reply from Proquobooks.com customer service representative, Suesyn Lauer:
"Thank you for your email. Unfortunately, because the book was shipped in a timely manner to the address provided, we will not be able to send a replacement copy or issue a refund. I am sure the delivery is being delayed for reasons beyond our control, due to the US Postal Service. The book should be delivered soon or it will be returned to us. We will let you know if the book returns to us. Warm Regards, Suesyn"
I had long since given up on ever seeing the book, and ordered another, which I received in less than a week. I wouldn't have been so impatient, but I needed the book for a college class. I was also taken aback by their refusal to accept any responsibility for their failure to deliver an item I had already paid for. Keep in mind, this was not the first time I had tried and failed to track this package or obtain a refund. This was my response:
"If the book returns to you, don't bother to send it to me, just refund my money. I've already purchased another copy of the book. It took them less than a week to get the book to me. I'm glad I didn't have to rely on your company to meet my needs. Your attempt to blame your failures on the Postal Service is nothing short of pitiful. I'll be sure to NEVER buy another thing from your company again. As far as I'm concerned, you're nothing but a bunch of thieves and liars."
This is where Suesyn Lauer makes a big mistake:
"I am sorry that you are not satisfied with our company. Perhaps in the future, we will hand deliver books so as to actually warrant your discontent and contemptous insults because of non-delivery. Warm Regards, Suesyn"
If International Books had simply failed to respond to me, I never would have gone as far as I have with my complaint, but what she said bothers me a lot. Based on what I've seen in this forum, it appears this whole company seems to have the same contemptuous view of its customers. If I had somehow failed to pull my end of the load, I could understand her sarcasm, but it's her JOB to deliver books. They took my money, promised to deliver the book to a particular address, FAILED to deliver the book, then had the gall to make snide remarks to me when I asked for my money back and blamed them for their failure. Moreover, I blamed them for their refusal to accept responsibility for their failure.
I don't care if International Books DOES have to literally hand deliver their widgets, as Ms. Lauer sarcastically suggests they should do in order to warrant my "discontent and contemptuous insults." When a company sell an item and promises to deliver it, the customer shouldn't have to concern himself about the method of delivery; that's the seller's problem, not the buyer's. This has become both a recurring trend and a big problem with this company. They find it very convenient to blame the U.S. Postal Service for delivery failure, and find it very convenient to use this to somehow ward off any responsibility of their own. I sent a final response to International Books, and Ms. Lauer, which included a copy of my email to Amazon.com and her remarks to me. Here it is:
"I can't believe you would say such a thing to a customer, particularly one whom you've completely failed to serve. It's not my fault your company didn't hold up its end of the bargain. You already have my money; all you had to do was get the book to me. You failed, not me.
'This is my response to Amazon.com: "I had an incredibly difficult time in trying to file a claim using your form, but I was finally somewhat successful. I placed this order more than a month ago. I checked on the order a number of times, and finally gave up and ordered the book from another vendor on Amazon.com. During my correspondence with International Books/Proquobooks, the same customer service representative, Suesyn Lauer, told me the delivery remained within an acceptable timeframe. After a full month, I finally told them to simply refund my money. She emailed me back, refused to accept any responsibility, blamed the failure to deliver on the Postal service, and refused to consider a refund. I sent an email back that, among other things, accused her company of being a bunch of thieves and liars, and told them not to bother with sending the book back if it was returned.'
This was her response: I am sorry that you are not satisfied with our company. Perhaps in the future, we will hand deliver books so as to actually warrant your discontent and contemptous insults because of non-delivery. Warm Regards, Suesyn
I am gobsmacked at the gall of any business person who would speak to a customer that way. I am particularly troubled at the notion that they are not somehow responsible for a failure to deliver goods that have already been purchased. If I had not already paid for the book, I could perhaps understand her sarcasm. But, if they are in the mail-order book business, they need to be prepared to ensure delivery of their products, and, if a delivery failure occurs, they need to be prepared to issue a refund, like any other business. I appreciate the business Amazon.com does, and have generally done very well with orders through your company. I am genuinely troubled at this company's utter contempt for its customers. I am also completely furious with this particular person, Suesyn Lauer. Based on the honest reputation you enjoy, as well as my own personal experiences with your company, I expect to have this matter resolved quickly. What is more important to me is that Amazon reconsider it's business relationship with International Books aka Proquobooks.com, in order to prevent incidents like this from recurring, as I expect they would with such an obviously disreputable organization.'
I don't know what's going to happen with this. I don't know if you were having a bad day, or what. I do know your company already has a bad reputation for this kind of thing, and, if I'd known about it, I would never have ordered through you. I also know that I hope you lose your job, as you have no business dealing with customers, and, if you are the owner of the company, I hope you go out of business, so you won't steal from anyone else. You, and your company, deserve no less. Sincerely, Gary xxxxxxxxx"
I have no future financial interest in this matter. I don't want a dime from International Books, and, if I ever receive a refund from Amazon.com, I will still have a bitter taste in my mouth over this whole matter. I have no wish to be contacted by anyone with this company, as it as far too late to make things right. Their reputation precedes them, and, if I had known about it, I would never have done business with them. I don't care if anyone ever reads this, but I have all I can do about this matter, which is to tell the truth.
I sincerely hope this has been enlightening for any potential customers of this company.
Gary
houston, Texas
U.S.A.
0 comments