Can you believe this ! ???

[Gecko]

I just received my first order from the Good Cook book-club. I had placed the order on November 3, so I thought it was taking a long time to arrive. Anyway, I received it and the box was damaged at one end so I had a bad feeling about the books inside. Sure enough I open it up and both books were damaged on the bottom of the spine and slightly ripped. So I find the number and call to report what has happened. I speak to a really nice customer service rep named Heidi and she says no problem they will replace the books for me. I then enquire about my invoice which lists four books on it, and wonder when the other two will arrive. She informs me that there were 4 books in the box. I then have to tell her that only 2 were in it along with a few advertisments and some blue tissue-like paper. I have no idea what happened to the other two books???? She informed me that they will replace the entire order. Obviously something happened during the shipping and my books are sitting in a lost and found somewhere (or someone else is enjoying them :mad: ). I just can't believe this happened and I feel really bad for them. I offered to take a couple of digital photos to show the damage and if they would send me a return postage I would gladly ship the damaged books back - I felt like I had to prove the damage etc - but she said don't worry as sometimes this happens. So now I am waiting to see what happens with my second order which I also placed on Nov 3, but it wasn't shipped until Dec 2.

[funniegrrl]

I'm not sure why you are in a knot about this? Have you never gotten anything damaged during shipping? It's surprising it doesn't happen more often than it does.

[colleency]

DH was in a gift exchange on his toy collectors gift, and he received a torn box with a few legos in it. He never told the sender, because he didn't want to make him feel bad. But I think he may have contacted Lego, who sent replacement pieces, and they hadn't even shipped it!

[Gecko]

I am in a "knot" about it (as you so kindly state) not only due to the damage but because 2 of the items from the box went missing - 2 large hardcover books. I waited a month for these to arrive. It might not be a big deal to you but due to my location everything takes a while to get here and it is very disappointing when this happens. Maybe I am just lucky that most of my previous items have arrived in great shape.

Also, sometimes people come here to vent and receive a sympathetic ear. I guess just not me.

[colleency]

(((Felice)))

I'm so sorry about your books. That must have been really disappointing.

It's hard to remember that you're so far away when we talk to you every day! How long does it take to get things from the mainland?

[RebeccaT]

Felice, that really stinks. I have had that happen before - I think the worst part is that you're really looking forward to something, and now you have to wait even longer before you can enjoy it. I am glad to hear that The Good Cook is being gracious about it, though. It would be a double-bummer if they had given you the run around, or worse, hadn't been willing to make it right.

I can't imagine what you have to deal with, waiting on things to ship to Hawaii. It sounds like you have definitely been lucky up to this point!

[Gecko]

Originally posted by colleency
(((Felice)))

I'm so sorry about your books. That must have been really disappointing.

It's hard to remember that you're so far away when we talk to you every day! How long does it take to get things from the mainland?

Thanks! For some reason it seems to be OK if I am sending stuff to the mainland - it doesn't take too long. But packages coming here can take a month or more, especially if they are shipped media mail. And of course magazine subscriptions are a nightmare. But you have to weigh up the good and the bad, and being able to take a good magazine (once it arrives ) down and sit on Waikiki Beach does have its advantages

[beckms]

Sorry about the bothersome ordeal...it is frustrating to wait and wait and wait and then get your hopes up only to have to wait some more. I hope the company pulls through..

Not to speak for funniegrrl, but I was thinking that maybe you had a bad customer service experience, and I kept waiting for the part in your story where the service rep gets b*tchy at you and refuses to help, but you were in fact mad about the state of the books, not the service on the phone.

So yay for nice sutomer service people, and boo for the postal service...hope it works out quickly for you.

[Gecko]

Originally posted by beckms
So yay for nice sutomer service people, and boo for the postal service...hope it works out quickly for you.

Yes they definitely had excellent customer service. She was actually making me feel better, because really they were taking my word for this and it was $$$ worth of books. I have called them a couple of times, first enquiring about the club itself, then to enquire about a few different titles, and they have always been very helpful. I only wish they would get an 800-number, but then again, I know why they don't .

[nowimcooking]

I had a great cust. service experience with The Good Cook when one of their monthly shipments was sent out to me (I usually reply "no" in time, but I guess somehow I missed one), and I never received it. I got the bill some time later, and upon questioning it they credited me the full amount, trusting that I had never received it.

What are the odds of that?

Anyhow, sorry for your missing books and the damage. I am one who eagerly awaits the arrival of the mailman, UPS man and FedEx guy, and it must've been a disappointment for you, in addition to your feeling bad about the damage.

Jen