Saturday, August 7, 2010

Reason #10,456 Why Bricks and Mortar Bookstores Beat Online Shopping Hands-Down

A week ago: I placed an order with a large online bookseller for a book unavailable in the US.

A week later, now Day One: I get an email from the bookseller saying my order has been cancelled. No explanation is offered. The email says to respond directly to this email with questions, so that your order number is attached.

I replied to the email and asked why my order was cancelled.

Day Two: I receive an email from the bookseller asking for the order number. I hit reply and copy/paste it from the original email.

Day Three: I receive an email from the bookseller asking me for "the nature of my enquiry." I hit reply and type "I would like to know why my order no.##### was cancelled.

Day Four: I receive a reply from the bookseller stating that my order was cancelled because the book was temporarily out of stock. But the book is now in stock again, and I can re-place my order if I want.

I send an email back saying that there was no reason for it take 3 days to answer a simple question and no need to cancel my order simply because the book was out of stock for all of one or two days, and now thanks to your lousy service I'll give my bookbuying business to a bookseller who can act like they actually want it.

I place an order for the book elsewhere.

Ever have this problem with a bricks and mortar store? I didn't think so.