Edit: Before reading this post we have put together a list of Kobo customer service telephone numbers, this avoids having to use the 'chat' facility and instead get to talk to someone, also for anyone that doesn't want to read the whole thread Kobo in the end resolved the issue and gave me a discount on my next purchase
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Kobo Customer services UK 0800 088 5482
Canada/US: 1-800-368-5390
Australia: 1-800-985-496
New Zealand: 0-800-466-458
Ireland: 1-800-816-852
I ordered a clear back cover for my Clara the other day, it arrived today but they sent a kobo Libra colour sleepcover
Ok so I contact customer service, takes ages to get connected then they want me to take photos , which I can't, then they want to escalate it and this may take several days, then they cut me off
So I try again a bit later and they then say you've got to take it up with DPD, umm no, DPD delivered it on time, you packed the wrong item. Never the less they say I have to contact DPD???
So I ask them, who packs the orders Kobo UK or DPD, Kobo UK they say, so then it's Kobo UK thats at fault so I want you to sort the problem out, all I need is a return address and for you to send out the replacement. Sorry we have to escalate the problem first and we can't say how long that will take!
Well I can safely say I won't be ordering any more physical items from Kobo if this is representative of their customer services!
I will still buy ebooks just not anything that needs to be sent