Most disappointing customer service!!!
One of the most disappointing customer service experiences I’ve had.
I purchased six electrical reference books from Booksharbour—three NEC Code books and three Ugly’s reference books, nearly 4,700 pages total. Two of the NEC books were fine. The third was missing 64 pages right out of the middle.
We didn’t discover the defect until the book was actually being used several weeks later.
I contacted Booksharbour expecting a simple, reasonable solution: replace the defective book.
Instead, they chose to hide behind a 10-day notification policy.
But here’s the truly unbelievable part: Booksharbour admitted that their website did not clearly disclose that 10-day requirement and then changed the wording of the policy after I complained.
Read that again.
Their policy wasn’t clearly communicated. Their customer relied on the information that was actually provided. They subsequently changed the wording—and still decided the customer should bear the consequences.
Apparently, after buying six brand-new reference books, the burden is on the customer to immediately audit nearly 4,700 pages within 10 days to make sure the manufacturer didn’t omit 64 pages from one of them.
And for this defective book, their grand solution was a $10 “goodwill” refund.
Not a replacement. $10.
This isn’t about the value of 64 pages. It’s about how a company chooses to treat a customer when something goes wrong.
Booksharbour had an incredibly easy opportunity to make this right. Instead, they chose the policy over common sense, even after acknowledging that their policy wasn’t clearly written.
Sixty-four missing pages. An admitted lack of clarity in their policy. A policy changed after the complaint. And still no replacement.
That tells me everything I need to know.
Booksharbour has permanently lost my business.
