Complaint Review: TextbooksRUs - Columbus Ohio

So Text Books R Us sent me the e-mail of what happened:

"The package was in fact shipped and it should have left the warehouse; however, it was in a pile of FedEx Air packages that the FedEx pickup person left here accidentally. We will be refunding the shipping cost"

So I don't know who's fault it really was, even though FedEx doesn't usually give me problems, but I am happy they were helpful and refunded my shipping cost. Still upset that I needed my textbook this weekend, but whatever.

I wish I would had seen your comment before I placed my order. I placed it on Wednesday around 1:00pm and paid extra for the overnight shipping. My book should had arrived today the latest. When I called Fed Ex they said Textbooks R Us made my label on Wednesday but they haven't given them the book yet. So I called Textbooks R Us to see what is happening. I spoke with a rep there and he said he doesn't know why this happened everything looks fine but he will contact the warehouse to see. After waiting a little bit, the man asked if he could just e-mail me once he speaks with the warehouse. Hopefully everything turns out fine and I get my book this weekend, or hopefully they can return my money and I will just have to re-order the book from somewhere else.

I worked in the customer service dept. at Textbooks R Us for about two years. They are a legitimate company, and indeed their policy is to ship out all orders within 1-2 business days after the day the order is placed. My question for the complainer is, have you tried to contact their customer service department? Either there is a problem with your order and they can help you with it, or you are misreading the status information for your shipment and it has already gone out. Either way, they are friendly, and they will help fix any problems that come up. If it really has been that long and your package hasn't shipped, then that is a problem, but it's not the norm, so you shouldn't try to trash a company's reputation before you seek their assistance. Since I'm here, I also want to defend my old employer a little more. I have read a handful of negative comments on this and other websites about T-Rus. These comments really distort the customer experience at T-Rus. They buy and sell many thousands of books a year, and most customers are very happy. (Look for their feedback score on Amazon, it's 95% within the past 90 days.) When customers pitch a fit and leave nasty comments online, they are usually overreacting. They either have not contacted the customer service dept. for assistance, or they have unrealistic expectations about the service and they will be unhappy no matter what you say. For T-Rus, the problem is somewhat worse than for other online retailers because they have a very young customer base, and some of those customers are a bit dramatic and immature; if any perceived problem arises, they will pitch a fit right off the bat, even if no problem actually exists. Also, many customers simply do not read the shipping estimates, and they just assume that their package will arrive by a certain date. When they find out otherwise, they are disappointed, and they lash out by leaving nasty comments on a public website.