Absolutely awful company. Believe every single negative review, because they’re accurate. They don’t respond to anything, they ignore emails, they delete comments from social media if they don’t l... Vis mer
Vi bekrefter ikke spesifikke uttalelser siden en forfatters mening er hens egen, men vi kan merke en anmeldelse som "bekreftet" når vi kan bekrefte at det har vært kontakt med virksomheten. Mer informasjon
For å beskytte plattformens integritet vil alle anmeldelser på plattformen—bekreftet eller ikke—bli undersøkt av vår automatiserte programvare (tilgjengelig hele døgnet). Denne teknologien er designet til å identifisere og fjerne innhold som bryter med retningslinjene våre, deriblant anmeldelser som ikke er basert på en faktisk erfaring. Vi vet at vi ikke kan fange opp alt. Hvis du tror at vi har gått glipp av noe, kan du rapportere det. Mer informasjon
Se hva andre synes
Exact same as Emma B below in regards to Mystery Tote Bags. Offered a Sept and Oct box but nothing even 9 days after being told they would be sent straight away. This is after ordering mid-August.... Vis mer
Same experience as others, ordered subscription in March for friends 60th, no books- excuse that lost in post etc then when challenged no response. HOWEVER ty to reviewer who said got money back from... Vis mer
Selskapet har svart
Please don't waste your money! Absolute joke of a company. They are struggling to deliver orders made months ago but are continuously advertising new boxes & live events... After many emails and Ins... Vis mer
Informasjon om virksomheten
Opplysningene stammer fra ulike eksterne kilder
Books That Matter is a monthly subscription box for the empowerment and inspiration of women and girls through literature.
Kontaktopplysninger
Storbritannia
- www.booksthatmatter.co.uk
1,6
Dårlig
250 anmeldelser
Ingen tidligere historie av å be om anmeldelser
Denne virksomheten har ikke oppfordret kundene i det siste, og anmeldelser er derfor kanskje ikke representative
Slik bruker virksomheten Trustpilot
Se hvordan anmeldelsene og vurderingene deres innhentes, vurderes og modereres.
Avoid and keep your money
I ordered a few books from their latest sale in June. I love their companies idea and my friends said really good things about them. However, it's not going well.
They have taken the money out of my account but I haven't received a dispatch email or any tracking information. I have emailed but received no response.
Their social media was filled with posts and promotions for the next months subscription but all the comments under the insta post were queries from angry customers about missing packages. They keep saying they're a small business and people need to be patient but I think they're in over their heads. They have sent out a blanket email about improvements they intend to make but they are failing their customers and giving small independent businesses a bad name.
It's really disappointing and would recommend you avoid at all costs.
18. juni 2023
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AVOID AVOID AVOID
I placed an order on May 26th.
Weeks went by with no delivery.
I contacted them via email on June 26th to ask for an update and received a generic response stating an Evri tracking code and an “expecting it” date of June 23rd.
I followed the tracking code for a number of days but the package remained uncollected from BTM.
On June 30th I contacted BTM again because there was no update to the tracking and informed BTM that I wanted to cancel the order in its entirety as is my right under the consumer rights act due to none delivery within timescales. I received no response other than an email from Evri later that day saying they had finally collected the parcel. Suspicious.
I contacted BTM via Instagram to try to get someone to take ownership of my problem. I contacted them on June 30th again to request a cancellation and refund as they seem to have plenty of people posting on there. I got nothing back but automated responses.
I messaged again on July 2nd after BTM matter deleted a comment I made on one of their posts in an attempt to get their attention. “Molly” completely igonoted my request for a cancellation and refund and just reiterated my tracking number however she claimed it was with Yodel (reader, the tracking number was not for Yodel).
I messaged back immediately and received more automated emails. I finally heard back from Molly later that day who offered me a “partial refund as a gesture of goodwill” however no specifics. This was the response:
“ Hi Victoria, we have invested a lot in this. We took a month off to recalibrate and plan out our changes, and have now invested in 2 new staff members for our customer service 💓📚 If you'd like a partial refund, as your order is on its way, please do let me know 💛”
Again, no specific refund amount mentioned.
I replied again that I wanted to know exactly what she was offering - automated response.
I messaged again this morning July 3rd stating that I was going to refuse delivery - automated response. Unfortunately Evri arrived whilst I was out on the school run and just left the parcel.
I contacted BTM again via Instagram today at 11:54 and again at 17:46 but have received nothing but automated messages.
This company is now acting illegally. They refuse to engage with customers. No amount of cutesie emojis in messages or “woe is me” tales of restructuring and changes is an excuse for this sorry mess of a company.
I would give zero stars if possible.
26. mai 2023
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Sadly no longer reliable
Unfortunately this company is really not managing. They were great once upon a time but recently I ordered and waited over a month for books to arrive. They arrived today eventually and they were packed in a giant box with no packaging. Books are bashed and dirty and it’s so disappointing. I would definitely not recommend them any more. Customer service is non existent with the company deleting posts from social media and failing to reply to emails.
3. juli 2023
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Avoid at all costs
Like many, many others, ordered at the end of May - it's now July and I still haven't received my books, despite the fact they're still encouraging people to purchase via their social channels. A look at Companies House shows their accounts are overdue and they've been threatened with being stuck off the register - doesn't look good, and I can't warn others enough to avoid. I'll be amazed if I see either my books or my money back.
Edited July 11th to add: Raised a complaint via my bank and this seemed to finally galvanise some action. Books have now arrived (six weeks after ordering). Would recommend anyone else in the same situation to do the same. I'm sure they will say it's unrelated, but I find it hard to believe that after weeks of no contact and ignoring emails the fact they finally dispatch when I take what amounts to legal action is a coincidence.
2. juli 2023
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Order never sent, scam
2 months since I ordered. Poor customer service, they recently sent a blanket email to say it'd been difficult blablabla. Then don't sell if you can't fulfill orders! A customer service with liars (we'll dispatch this week.... Or no next week... Maybe not).
AVOID LIKE THE PLAGUE.
Absolute scam, wish I read truspilot reviews before purchasing.
Edit from 7th July, finally got an email that "your boxes have gone astray, sorry, I'm escalating this" with no ETA or anything. I've started a claim with my bank to get my money back.
1. juli 2023
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It's changed for the worse…
Firstly I want to say I've had a rolling subscription for 3 years, and used to recommend BTM to every book lover I know. I have also bought multiple 3 month subscriptions as gifts over the years. I loved what was being offered.
I haven't received a box for June. Delivery time has been totally random for about 7 months now, sometimes arriving at the start of the month, middle or very end. In December and June, I didn't receive a box at all - I had to chase for a refund in December, and I've still not got one for June despite emailing. When there was no box for anyone in March, it was explained this was partly to get the delivery issues straightened out, but there's been no improvement. Also, the new packaging is horrible! It used to feel like you were getting a gift with the printed box - now it comes in a plain brown box wrapped in bubble wrap that's far too big for the contents, so they rattle around inside. It doesn't feel special or exciting to receive at all. Interesting to see BTM are still using images of how the boxes used to look for all their marketing!
I'm not a fan of the new newspaper either. Something I find really strange is that BTM is saying they want to be about community, and yet the one thing people have repeatedly asked for on social media - a monthly online book club to discuss the previous month's book - has never materialised. There is now an app, a podcast, a newspaper and live events, which must take a huge amount of time and resources....just do an actual book club, online so anyone subscribed can attend! It seems so obvious and comparatively easy to set up, but somehow hasn't happened.
Finally, BTM hasn't done anything to reward loyalty from its subscribers. At one point you could get a free gift every time you resubscribed, which was actually incentivising people to choose multiple short subscriptions rather than a long term rolling subscription (why get a rolling subscription when you could get a free gift every 3 months by resubscribing?) and was unfair to people who had rolling subscriptions and received nothing. Several times emails and social media posts stated that long term subscribers should look out for rewards soon, but nothing came of it. Now apparently gifts are out all together, and we should just feel good about being 'in the community'.
It's such a shame because it was something I really looked forward to every month, but something has gone really wrong.
1. juli 2023
Anmeldelse skrevet uten oppfordring
Svar fra Books That Matter
Dear Coralie,
Thank you for taking the time to share your honest feedback with me. I genuinely appreciate your long-standing support as a loyal subscriber for three years and your previous recommendations of Books That Matter to fellow book lovers. I deeply regret that recent experiences have left you disappointed, and I want to assure you that my team and I are committed to addressing your concerns and making improvements.
I sincerely apologize for the irregularities you have experienced with delivery times, particularly the missed boxes in December and June. I understand the frustration this has caused, especially when you had to follow up for a refund previously. Please know that my team are actively working to rectify these issues and improve our delivery process, and we have moved to new delivery partners, couriers and done a lot of work of late to improve. We will make sure to address your missing box for June promptly and provide you with the necessary resolution. Our team will reach out to you directly to resolve this matter.
Regarding the packaging change, I apologize if it has impacted your experience negatively. We appreciate your feedback on the plain brown box wrapped in bubble wrap, and I understand that it doesn't provide the same sense of excitement for you as our previous printed boxes. I can say that this choice was made as we have been evaluating our packaging options moving forward to ensure a more delightful unboxing experience, as well as a more sustainable one, and more colourful and personal branded boxes are starting in August.
Your suggestion for a monthly online book club to foster community discussion is well-received. I acknowledge that this is an area where we have fallen short and not met your expectations. However, we have implemented a book club that allows subscribers to engage and share their thoughts on the previous month's book, you can find it on Geneva when you search Books That Matter. We appreciate your patience and understanding as we strive to enhance the community aspect of Books That Matter.
Regarding subscriber rewards, I understand your disappointment and recognize the need to better acknowledge and reward our loyal subscribers. I apologize for not fulfilling the promises made previously and understand that it has created a sense of unfairness. Rest assured, we are currently working on a new rewards program that will recognize and appreciate the loyalty of long-term subscribers like yourself. I will provide more information about this program in the coming weeks and ensure that it offers meaningful benefits to our valued subscribers.
I genuinely appreciate your feedback, and we are committed to learning from our mistakes and regaining your trust. As a token of our apology and gratitude, we would like to offer you a free box of your choosing and ensure that your July box is delivered to you without any issues. Additionally, I will prioritize keeping you informed about our progress with the rewards program and book club benefits; weekly yoga and poetry is starting soon, and there are monthly IRL meet ups you won't want to miss!
I value your continued support and hope that you will give us the opportunity to restore your faith in Books That Matter. Our team is here to assist you further, so please feel free to reach out to us directly at support@booksthatmatter.co.uk with any additional concerns or questions. Afsana and Sukhy, and myself, will be delighted to help you.
Thank you once again for your honest feedback, and we look forward to serving you better in the future.
Warm regards,
Molly
CEO
Books That Matter
Avoid unless you want to waste money
I first subscribed a year ago and the boxes, delivery and customer service was great. However since November last year things have gradually got worse and worse. The boxes have got later each month despite them taking March off, supposedly to get this sorted. Constant promises that boxes have been dispatched nothing arrives and no dispatch notification. They then go back on this and state boxes will be dispatching soon. Don't really believe anything they say now. They also delete any remotely negative comments from Instagram. I've now unsubscribed as I have been caught out like this with subscriptions previously and the company has then ended up folding. I've already paid for June and July boxes but hold out no hope of recieving these now. Company seems to be in real trouble and completely out of its depth.
As an update as of the 27th July I still haven't received my June or July boxes and had no responses to emails or Instagram messages either.
1. juli 2023
Anmeldelse skrevet uten oppfordring
Svar fra Books That Matter
Dear Bec,
Thank you for sharing your concerns and bringing these issues to my attention. I apologize for the decline in the quality of our service and the negative experiences you've had since November. I understand your frustration, and I genuinely appreciate your previous support as a subscriber.
The delays in box deliveries and the lack of proper communication have fallen far below the standards my team and I strive to maintain. I deeply regret the inconvenience this has caused you and understand why you would feel skeptical about our promises. My team and I are truly sorry for any disappointment or frustration you have experienced as a result.
Rest assured, we are actively working to rectify these issues. We have taken steps to address the underlying causes of the delays and miscommunication and shared them on our social media and in emails. Our team is diligently working to streamline our processes and improve our delivery timelines. We are committed to regaining your trust and providing you with a positive experience should you choose to give us another chance.
I acknowledge your concern about the deletion of negative comments on Instagram. We are committed to fostering open and honest dialogue with our community, and we apologize if it appeared otherwise. We will investigate this matter internally to ensure that our social media channels are managed transparently and in a manner that values all feedback, including constructive criticism.
Regarding your paid subscriptions for June and July, I want to assure you that we are dedicated to fulfilling these orders to a high standard that we have operated in in the past. Our team will prioritize ensuring that you receive these boxes without any further issues. We will reach out to you directly to confirm the delivery details and address any outstanding concerns you may have.
As a gesture of goodwill, I would like to offer you a full refund for the inconvenience you have experienced with our service. Additionally, I would like to extend the offer of a free August subscription as a token of my appreciation for your previous support and as an invitation to reconsider your decision to unsubscribe.
I understand that actions speak louder than words, and we are committed to making tangible improvements to regain your confidence. I value your feedback and will use it to learn and grow as a company.
I sincerely apologize once again for falling short of your expectations. Should you have any further questions or require additional assistance, please don't hesitate to reach out to my customer support team at support@booksthatmatter.co.uk. We genuinely appreciate your feedback and hope to have the opportunity to serve you better in the future.
Thank you for your understanding.
Best regards,
Molly
CEO
Books That Matter
I don't use the word scam lightly...
For a company that claims they are not scamming people, they certainly act like it.
Unable to fulfill orders after months, promising refunds they never process and deleting any slightly negative insta comments all adds up to one very dodgy company that should be avoided at all costs.
Couple with this with their less than favourable companies house record and you've got yourself a good old fashioned ponzi scheme!
Such a huge shame and I just feel sorry for all of us book lovers that chose a female-led, independent service with good intentions.
1. juli 2023
Anmeldelse skrevet uten oppfordring
Svar fra Books That Matter
Dear Lydia,
Thank you for expressing your concerns, and I genuinely appreciate your feedback, no matter how challenging it may be. I apologize for the negative experiences you have had with our service, and I understand the frustration and disappointment you are feeling.
Firstly, I want to assure you that we are not engaged in any fraudulent activities or attempting to scam our customers. However, I recognize that our recent performance has not lived up to our own standards or your expectations, and my team and I are deeply sorry for any inconvenience caused.
I acknowledge the delays in fulfilling orders and the lack of proper communication surrounding refunds. I understand how frustrating this must be, especially when promises are not met. Please know that my team and I take your concerns seriously, and we are actively working to address these issues and improve our processes.
Regarding the deletion of negative comments on Instagram, we apologize if it gave the impression that we are not open to criticism. We value all feedback, including constructive criticism, as it helps us identify areas where we can improve. We will reevaluate our social media management practices to ensure transparency and encourage honest discussions within our community.
As for our Companies House record, we understand how it may raise concerns. I want to assure you that we are a legitimate business committed to providing a quality service. I acknowledge the importance of transparency, and we are committed to complying with all legal requirements and maintaining a strong business foundation. Sometimes businesses have to file accounts later than planned, and we have done this with full support of our accountants and Companies House.
I genuinely apologize for the negative experience you have had as a book lover who chose our service with good intentions. I understand that trust is earned, and my team and I are determined to regain your trust.
To demonstrate our commitment to resolving these issues and to express our apologies for the inconvenience caused, we would like to offer you a full refund for any unfulfilled orders you have experienced. Additionally, we would like to extend an offer of a free upcoming box of your choice as a gesture of goodwill, should you choose to give us another opportunity to serve you.
I understand that it will take more than words to regain your confidence, and my team and I are dedicated to making tangible improvements to our processes, communication, and overall service quality.
Should you have any further questions or require additional assistance, please don't hesitate to reach out to our customer support team at support@booksthatmatter.co.uk . We genuinely appreciate your feedback, and we hope to have the opportunity to regain your trust and serve you better in the future.
Thank you for your understanding.
Best regards,
Molly
CEO
Books That Matter
Scam
Scam. They take your money but don’t send you the product - I have been waiting a month. Reached out by email and Instagram and just get automated messages no actual support help or response. Avoid at all costs they don’t care about customers
5. juni 2023
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Avoid at all costs, gone down the drain
Avoid! When this company first came on the scene I loved it and enjoyed treating myself and friends to boxes… I recently decided to purchase a box for my birthday in early May… tomorrow is 1st July and I still haven’t received it despite countless emails and instagram DMs, all of which have been ignored!! So frustrating and won’t be ordering from them again.
30. juni 2023
Anmeldelse skrevet uten oppfordring
Svar fra Books That Matter
Dear Irum,
I want to start by expressing my sincerest apologies for the frustrating experience you've had with your recent orders. I understand how disappointing it is to not receive your birthday box, especially after being a previous supporter and enjoying our service. My team and I deeply regret the inconvenience this has caused you and assure you that we take your concerns seriously.
The delay in delivering your order is inexcusable, and I understand the frustration that arises from our lack of communication. Please know that we are actively investigating the issue to determine what went wrong and to prevent similar incidents from occurring in the future.
We apologize for the lack of response to your emails and Instagram DMs. Our customer support team is currently experiencing a high volume of inquiries, but we acknowledge that this is not an excuse for the lack of communication you have experienced. We are working diligently to address the backlog and ensure that all customer inquiries receive prompt and thorough responses.
To make amends for the inconvenience caused, we would like to offer you a full refund for your undelivered birthday box. Additionally, as a token of our apology and appreciation for your previous support, we would like to extend the offer of a free August subscription should you decide to give us another chance.
I genuinely value your feedback, and we are committed to improving our processes and communication to ensure a better customer experience moving forward. I understand that actions speak louder than words, and my team and I are determined to regain your trust.
If there is anything else we can do to address your concerns or assist you further, please don't hesitate to reach out to us directly at support@booksthatmatter.co.uk. We are here to listen and ensure that you have a satisfactory experience with us.
Once again, I sincerely apologize for failing to meet your expectations. I appreciate your understanding and hope that you will consider giving us another opportunity to serve you better in the future.
Thank you for your patience and support.
Best regards,
Molly
CEO
Books That Matter
AVOID - great business ruined
Please do not use this company - you will give your money away for nothing. My whole family were a huge fan of this idea and loved the company. We have gifted and received their boxes in the past. I always recommended them to friends as well. But this year in April my mum bought me a gift voucher for a three month subscription for my birthday. You need to email them to redeem it and several months have passed now without a response. I’ve tried on email and Facebook. At this point, the business is a boarder line scam. They’re clearly not able to fulfil orders or provide even the most basic customer service.
15. april 2023
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Svar fra Books That Matter
Hey there, Ella,
Thanks for sharing your concerns, and I'm truly sorry to hear about your disappointing experience. It's disheartening to learn that a company you and your family once loved has let you down. I completely understand your frustration, and I want you to know that we genuinely appreciate your previous support and recommendations.
First and foremost, please accept my apologies for the delay in responding to your email and Facebook messages. That's definitely not the kind of experience we aim to provide. Our team is currently experiencing a higher volume of inquiries than usual, and we've fallen short in delivering timely and efficient customer service. Please know that we're actively working on streamlining our processes to ensure that every customer inquiry receives the attention it deserves.
Now, let's address the gift voucher you received for your birthday. It's incredibly disappointing to hear that you haven't been able to redeem it, especially after your mum's thoughtful gesture. Rest assured, we don't want you to feel like your money has gone down the drain. We're committed to making this right for you.
To resolve this issue, I'd like to personally ensure that your three-month subscription is redeemed and that you receive the boxes you're entitled to. As a token of our sincere apology for the inconvenience caused, we'd also like to offer you an extension on your subscription for two extra months free of charge. We truly value your previous support, and we want to show you that we're serious about regaining your trust.
I understand that actions speak louder than words, and we're determined to turn this situation around. We're actively reevaluating our processes to ensure we can fulfil orders promptly and provide exceptional customer service going forward. Your feedback has reminded us of the importance of staying true to our values and delivering on our promises.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can personally assist you in redeeming your gift voucher and ensuring that you receive the exceptional service you deserve. I'll be keeping a close eye on your email and will make it a priority to resolve this matter promptly.
Once again, I want to express my sincerest apologies for the inconvenience caused and assure you that we're committed to making this right. We truly value your support and hope you'll consider giving us another chance to exceed your expectations.
Warm regards,
Molly
CEO
Books That Matter
They have my money and have sent nothing
Sadly I'm echoing so many others here. I ordered a book at the end of April, it is now the end of June and I have no book. I have emailed a number of times and had responses twice saying that they will send it but still no delivery. Generally they seem to be ignoring emails and messages on social media, promoting new books and sales but not fulfilling old orders. Very very disappointing. I'm grateful I decided to test them out for one month and not pay for a subscription.
27. juni 2023
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Not great xxx
Ordered a book on 29 May in the BH book sale, money left my account and I got the ‘your order is on hold’ email. I haven’t had a confirmation email, dispatch info or the book arrive. Have queried this via email but haven’t had anything back. I obviously wasn’t expecting next day delivery, however I was expecting an acknowledgment of my order and an indication of dispatch time. It’s been a month now…
Seeing them telling customers to be patient but also putting out new weekend book sales over the next 2 weekends without fulfilling their existing orders was a little frustrating. Seems like they are prioritising profit making over customer service.
It’s an organisation I really want to support - I completely understand they are a small team - but if they’re struggling with their current workload as they’ve stated on Insta, why make more work with additional sales rather than sorting out the existing issues.
Looking through the reviews here, I’m not the only one having this problem. I hope they stop treating their customers with such contempt soon.
29. mai 2023
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Something has gone very wrong
I really don't want to be writing this review but something has gone very wrong with this company. There's been a massive amount of delivery issues since November/December 2022 and, to BTM's credit, they acknowledged this and took March off in order to fix these issues.
However - they certainly haven't all been fixed. Since the pause I have recieved boxes from DPD and whilst this has greatly improved the delivery of the boxes, once they've been dispatched, there's still serious problems with dispatch. The May box came later than the April box and now we're up to June 25th with no sign of a June box. When the pause occurred in March the payment date was also changed: from the near the end of the month to the beginning. This was supposed to be to ensure that boxes were dispatched in the first week of the month but this has never happened. The earlier payment date actually means that you're really paying for two boxes in advance - BTM get money quicker, but it absolutely has not resulted in the boxes being delivered quicker.
It's a real pity because the boxes themselves are fantastic, but at the moment I cannot support this company as they are not functioning. I was on the verge of cancelling my subscription but when they announced the March pause I decided to give them another chance and held off on doing so. As there's been little to no improvement since I have now cancelled my subscription for the foreseeable. I simply cannot justify paying for a June box on May 1st, and to be nearing July with no sign of the box. My advice would be to avoid BTM until they're running more smoothly.
UPDATE - as of 20th July, I still haven't received a June box nor tracking. Like many others my email to BTM went ignored. I have now contacted my bank to get my money back that way as I have no faith that I will receive my order. Sad to see a business I really enjoyed supporting for almost 3 years decline like this.
25. juni 2023
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I'm really sad to be writing this…
I'm really sad to be writing this review as I have had a good experience with them in the past. I Placed an order for some of their £5 book drop books, they said on socials that they had shipped all orders placed that week so I asked how to get tracking as I hadn't received any tracking information. They told me to email their CS email but a week later and I have had no reply despite placing my order on 9 June. Based on all the other customers having the same experience I have initiated a PayPal refund request and would urge anyone else in the same position to do the same. It is a shame because they are a small company with a good ethos but I worry about them going out if business and losing my money.
9. juni 2023
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A little patience needed ...
I have ordered for the whole of last year and several individual gifts for friends, all with exemplary service and quality of product. In the last month, I have also struggled with contacting them but that is often the case when a cottage company expands. I still think they are a wonderful company that just need a little time to adjust to expansion.
19. juni 2023
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Order not arrived after 3 months - poor customer service
I don't really want to have to write this review, as I think the company's values and ethos are great, but recent events have meant I've had to in order to be honest about my experience.
Around the end of March I ordered a one-off gift for my friend's birthday. It never turned up - I got in touch with customer service email and they were very slow to reply. They did kindly send out a replacement box but with no tracking - and this one didn't turn up either.
After two months, someone got in touch on 10th May to send out a replacement box (with tracking, finally!). I didn't realise but my friend was going on holiday two day's later. She selected, in plenty of time, her local Evri Tesco parcel shop to collect the parcel when she returned, and this was confirmed via email (Evri received this request) and then they decided to send it back to sender. I raised an enquiry three times with Evri and they didn’t take this further with me.
I got in touch with Books that Matter about this but no response for about a month. They finally replied a few days ago and said they haven't received this returned box and wouldn't be able to send out a replacement. They didn't offer me a refund either. I understand it's the fault of Evri, but why should I have to be without pocket and my friend without her order, just because the order didn't return to Books that Matter when Evri said it had been returned to sender. The BTM reply wasn't helpful and made out I was at fault.
I still haven't had a resolution from them, and I've only had 4 email replies from them in 3 months. I understand they're a small team but the lack of updates and communication has been so bad and disappointing. I previously worked in a small customer service team, and even if the order was lost in the post, we always made sure to reply straight away and offer a solution, either a replacement or a refund.
Felt like I had to give a review here because I'm seeing that other customers have been feeling the same way.
22. juni 2023
Anmeldelse skrevet uten oppfordring
Svar fra Books That Matter
Hey Tara,
I want to start by thanking you for sharing your honest feedback and for recognizing the values and ethos we hold dear. I appreciate your willingness to express your experience, and I apologize for the disappointment and frustration you've faced.
I'm truly sorry that your one-off gift order for your friend's birthday did not go as planned. It's disheartening to hear that the replacement boxes did not reach their intended destination, and I understand the frustration caused by the miscommunication with the parcel shop. While we acknowledge that the issue stemmed from the mishandling by Evri, I apologize if our response made it seem like you were at fault. That was never our intention, and I'm sorry for any confusion caused by our communication. We tried our very best to resolve this situation, but as a small business, sending more than three replacement boxes would have not been feasible when the previous were not collected in time.
I want to assure you that we take these issues seriously, and I understand that it has been frustrating to experience delays in our responses and lack of updates. As a small team, we strive to provide timely and attentive customer service, and we have clearly fallen short of that in your case. I'm sorry for any disappointment and inconvenience caused by our lack of communication.
In light of the challenges you've faced and the extended duration of your experience, I would like to offer you a full refund for your order. I understand that this issue has not only caused inconvenience but also left you out of pocket. Our aim is to ensure that our customers have a positive experience, and I want to make things right for you.
Once again, I want to express my sincere apologies for the inconveniences and frustrations you have experienced. We genuinely appreciate your feedback, and we take it to heart as we work towards improving our processes and customer service.
Thank you for your understanding, and I genuinely hope to have the opportunity to restore your faith in us and deliver the positive experience you deserve.
Warm regards,
Molly, CEO
Books That Matter
I echo everyone here! Do not order from them
I echo everyone here. I wanted to support this company as it is a great concept but now it feels like a scam. I am in the same situation as many of their customers. One month after ordering I have received no response to my emails or on socials. It is beyond rude & frustrating to be ignored as a customer especially when they were happy to take your money immediately. They need to take the time to respond to their customers. I am now requesting full refunds from paypal as these orders are never going to materialize. It is a shame as it could be great but the team behind this have no idea how to run a business.
22. juni 2023
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Svar fra Books That Matter
Hey Samantha,
I appreciate you taking the time to share your feedback, and I want to start by apologizing for the frustrating experience you've had with our company. It's disheartening to hear that you feel like we're not living up to the expectations we've set, and I want to assure you that we take your concerns seriously.
I understand and apologize for the lack of response you've received to your emails and on social media. As a customer, you deserve timely and attentive communication, and we have fallen short of that in your case. It's never our intention to ignore our customers, and I'm sorry for any rudeness or frustration this has caused.
I want to assure you that we are actively working on improving our customer service and response times. We understand that prompt and helpful communication is vital in ensuring a positive experience for our customers, and we are committed to making the necessary changes to meet those expectations.
Regarding your orders, I apologize for the delay and the uncertainty surrounding their delivery. We are currently experiencing challenges that have impacted our ability to fulfil orders in a timely manner, and we acknowledge that this has led to frustration and disappointment among our customers.
I want to express my sincere gratitude for your willingness to support our company and concept. It's truly unfortunate that we have not lived up to your expectations, and we take your feedback to heart as we strive to improve our business operations.
If there's anything else I can do to assist you or if you have any further concerns, please feel free to reach out to me directly at molly@booksthatmatter.co.uk. I'm here to help and ensure that we address any remaining issues to the best of our ability.
Thank you for your understanding, and I genuinely hope that you'll reconsider in the future, should we have the opportunity to provide you with the positive experience you deserve.
Warm regards,
Molly, CEO
Books That Matter
I want to start this review by saying…
I want to start this review by saying I'm not someone who writes negatively about companies usually. This company has a really good ethos and I want to support it but my experience over past few months has been shocking.
I echo lots of reviewers on here; if there's a problem with your order, it is near impossible to get a response from BTM. Instead you're bombarded with emails suggesting you buy more books when you're still waiting for what you ordered to arrive. Initially I bought a box in Dec and it was beset with delays due to courier issues prior to Christmas. BTM had a break saying they would come back better than ever. I ordered a May box on 22nd April as a one off as I liked the sound of the box and wanted to give them another go. Today is 17th June, no sign of May box and all of my DMs and emails have gone unanswered. I'm not expecting Amazon delivery times, but a response within a week is not, I feel too much to ask.
Something has gone wrong clearly and I feel that people need to know so they cam prepare themselves for frustration and a long wait. These boxes are meant to be a treat and dealing with this company means that they end up being anything but.
17. juni 2023
Anmeldelse skrevet uten oppfordring
Svar fra Books That Matter
Hey Hannah,
I appreciate you taking the time to share your feedback, and I want to start by thanking you for your support and understanding our company's ethos. We genuinely appreciate customers like you who value the principles we stand for.
I understand and apologize for the poor experience you've had over the past few months. It's disheartening to hear that you've faced difficulties in getting a response from us when there have been issues with your order. That's definitely not the level of service we strive to provide, and I apologize for any frustration or inconvenience caused by our lack of timely communication.
I'm sorry if you've felt bombarded with emails suggesting more book purchases while still waiting for your initial order to arrive. We understand that your priority is receiving the items you've already purchased, and I apologize for any insensitivity in our marketing communications during this time.
Regarding your May box, I completely understand your disappointment and frustration with the delay and the lack of response to your DMs and emails. While we may not be able to match Amazon's delivery times, I agree that a response within a week is a reasonable expectation, and we have fallen short of that in your case.
I want to assure you that we take your feedback seriously, and we are actively working to address the issues that have led to this breakdown in communication and fulfilment. We acknowledge that something has gone wrong, and we are committed to rectifying the situation and improving our processes to provide a better experience for our customers.
I want to express my gratitude for bringing these issues to our attention. Customer feedback is invaluable to us as we strive to make the necessary improvements. We genuinely value your support and want to ensure that we regain your trust and deliver the positive experience you deserve.
As a gesture of our apology and appreciation for your understanding, I would like to offer you a complimentary month's subscription to make up for the delayed May box. We want to show you that we are committed to making things right and providing you with the enjoyable and treat-worthy experience you expect from our boxes.
Please reach out to me directly at molly@booksthatmatter.co.uk to claim your complimentary subscription, and I will personally ensure that it is set up for you promptly.
Once again, I apologize for the frustration and disappointment you have experienced. We genuinely appreciate your feedback and your willingness to support our company. If you have any further concerns or if there's anything else I can assist you with, please feel free to reach out. I'm here to help.
Thank you for your understanding, and we genuinely hope to have the opportunity to restore your faith in us and deliver the positive experience you deserve.
Warm regards,
Molly, CEO
Books That Matter
I have been subscribed to Books That…
I have been subscribed to Books That Matter for four months now, and I cannot emphasize enough how much I love their boxes. Each box is tailored with an abundance of love and attention to detail, and the books I have received have been truly incredible (books that truly matter). Whether you're purchasing it for yourself or as a gift, I assure you that you won't be disappointed in the slightest. The experience of receiving these thoughtfully curated boxes will leave you inspired and satisfied 🩵✨
16. juni 2023
Anmeldelse skrevet uten oppfordring
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