Borders sent me the wrong book - what to do?

fnord123 · 12-20-2010, 04:39 PM

So I decided to try Borders' online bookstore and ordered a book from them, using a gift card someone gave me. I found the book I wanted and paid for it. I received an email pointing my to my "Borders library" to download the book.

In the Borders library, the book title was correct. When I click the .acsm file, Adobe Digital Editions on my PC downloads an eBook. But when I actually open the eBook, the contents are wrong! That is, I ordered a non-fiction book about economics, and received a .acsm file that purports to be that book, but the contents of the eBook PDF that gets downloaded is for a totally different book - a fiction detective story. The author is wrong, the title is wrong - only the filename (and acsm filename) is correct.

I tried contacting Borders customer support by email - no response (this was two weeks ago, they promise to repond in 2-3 days on their web page). I called them last weekend, and they said they would look into it, but I received the following email:

Dear David,

Thank you for contacting Borders with your refund inquiry.

Unfortunately, eBooks cannot be returned, credited, or canceled once the order has been placed. We apologize or any inconvenience this may cause you.

For more information about our eBooks, please use the following link:

http://www.borders.com/online/store/MediaView_ebooks

I hope you find this information helpful. Please contact us if you have any additional questions or comments.

Sincerely,

Shiela
Borders Customer Care
www.borders.com

So they took my money, but did not give me what I purchased as a return. Since it was a gift card I cannot go to Visa/Mastercard and open a case against them either.

Anybody have any idea what to do at this point?

queentess · 12-20-2010, 04:42 PM

I would call them again. Explain that you don't want a refund, you just want the book you ordered. I think they're misunderstanding what you're trying to do.

JeremyR · 12-20-2010, 05:22 PM

Quote:

Originally Posted by fnord123

So they took my money, but did not give me what I purchased as a return. Since it was a gift card I cannot go to Visa/Mastercard and open a case against them either.

Anybody have any idea what to do at this point?

Figure out some way to blame Amazon for this?

Seriously, file a complaint at the BBB perhaps?

I've heard about this problem happening to people borrowing books at libraries. The solution there was to contact Overdrive. Maybe contact Adobe, since it's their DRM?

You might also consider writing a physical letter to Borders. Sometimes that can help better than email or calling customer service.

SeaBookGuy · 12-20-2010, 05:29 PM

Normally, I'd agree with sending a letter, although that might take a couple of weeks (minimum) to resolve, unless faxed?

I'd try calling, explaining that you're asking the correct copy of the exact same book, not a refund nor a different title (exchange).

KenJackson · 12-20-2010, 05:45 PM

The issue is how to get in contact with someone intelligent who can make decisions. Clearly they would be in violation of the law if they took your money for one thing and gave you something else. And there would be no reason for them to not want to fix it.

I might send a letter saying something like this. That way, you can overlap parallel avenues of communication.

You are in violation of the law. But I am hoping this will be resolved before you get this letter.

Joykins · 12-21-2010, 04:01 PM

I would call again and ask to speak to a supervisor, to bump it up. Clearly they have the wrong file on their service and once they replace it with the correct file you should be able to redownload it. So they need to get their butts in gear to replace the file.

Dodge · 12-22-2010, 02:44 AM

Call, speak to a supervisor, put it in writing. They will help.

fnord123 · 12-23-2010, 02:54 PM

Thanks everyone for the feedback and suggestions. After sitting on hold for 24 minutes (!!!), I finally spoke to someone again. After explaining several times the problem, they finally understood, and gave me a Borders rewards credit equal to the book purchase price.

KenJackson · 12-23-2010, 03:03 PM

Quote:

Originally Posted by fnord123

..., they finally understood, and gave me a Borders rewards credit equal to the book purchase price.

YEA!!

Maybe one of their employees will see this thread and push for improvements in customer service.
They better improve, if they want to survive.

SeaBookGuy · 12-23-2010, 04:13 PM

A fair resolution, but I hope they yanked the title from circulation until the correct one is linked. Overdrive took the book off my library account when that happened, but left the incorrect link in place!

12-20-2010, 04:39 PM	#1
fnord123 Junior Member Posts: 2 Karma: 10 Join Date: Sep 2010 Device: Kindle 3G 3rd Gen	Borders sent me the wrong book - what to do? So I decided to try Borders' online bookstore and ordered a book from them, using a gift card someone gave me. I found the book I wanted and paid for it. I received an email pointing my to my "Borders library" to download the book. In the Borders library, the book title was correct. When I click the .acsm file, Adobe Digital Editions on my PC downloads an eBook. But when I actually open the eBook, the contents are wrong! That is, I ordered a non-fiction book about economics, and received a .acsm file that purports to be that book, but the contents of the eBook PDF that gets downloaded is for a totally different book - a fiction detective story. The author is wrong, the title is wrong - only the filename (and acsm filename) is correct. I tried contacting Borders customer support by email - no response (this was two weeks ago, they promise to repond in 2-3 days on their web page). I called them last weekend, and they said they would look into it, but I received the following email: Dear David, Thank you for contacting Borders with your refund inquiry. Unfortunately, eBooks cannot be returned, credited, or canceled once the order has been placed. We apologize or any inconvenience this may cause you. For more information about our eBooks, please use the following link: http://www.borders.com/online/store/MediaView_ebooks I hope you find this information helpful. Please contact us if you have any additional questions or comments. Sincerely, Shiela Borders Customer Care www.borders.com So they took my money, but did not give me what I purchased as a return. Since it was a gift card I cannot go to Visa/Mastercard and open a case against them either. Anybody have any idea what to do at this point?

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12-20-2010, 04:42 PM	#2
queentess Reading is sexy Posts: 1,303 Karma: 544517 Join Date: Apr 2009 Device: none	I would call them again. Explain that you don't want a refund, you just want the book you ordered. I think they're misunderstanding what you're trying to do.

12-20-2010, 05:29 PM	#4
SeaBookGuy Can one read too much? Posts: 2,029 Karma: 2487799 Join Date: Aug 2010 Location: Naples, FL Device: Kindle PW 3, Sony 350 and 650	Normally, I'd agree with sending a letter, although that might take a couple of weeks (minimum) to resolve, unless faxed? I'd try calling, explaining that you're asking the correct copy of the exact same book, not a refund nor a different title (exchange).

12-20-2010, 05:45 PM	#5
KenJackson Addict Posts: 256 Karma: 112042 Join Date: Oct 2010 Location: Maryland, USA Device: Sony PRS-650	The issue is how to get in contact with someone intelligent who can make decisions. Clearly they would be in violation of the law if they took your money for one thing and gave you something else. And there would be no reason for them to not want to fix it. I might send a letter saying something like this. That way, you can overlap parallel avenues of communication. You are in violation of the law. But I am hoping this will be resolved before you get this letter.

12-21-2010, 04:01 PM	#6
Joykins Wizard Posts: 1,609 Karma: 9211856 Join Date: Jan 2010 Device: kindle Oasis 2018, kindle 4 NT, kindle PW2, iPhone, iPad mini	I would call again and ask to speak to a supervisor, to bump it up. Clearly they have the wrong file on their service and once they replace it with the correct file you should be able to redownload it. So they need to get their butts in gear to replace the file.

12-22-2010, 02:44 AM	#7
Dodge Sparks fly off my pages! Posts: 123 Karma: 250002 Join Date: Dec 2010 Location: San Francisco Bay Area Device: Kindle	Call, speak to a supervisor, put it in writing. They will help.

12-23-2010, 02:54 PM	#8
fnord123 Junior Member Posts: 2 Karma: 10 Join Date: Sep 2010 Device: Kindle 3G 3rd Gen	Thanks everyone for the feedback and suggestions. After sitting on hold for 24 minutes (!!!), I finally spoke to someone again. After explaining several times the problem, they finally understood, and gave me a Borders rewards credit equal to the book purchase price.

12-23-2010, 04:13 PM	#10
SeaBookGuy Can one read too much? Posts: 2,029 Karma: 2487799 Join Date: Aug 2010 Location: Naples, FL Device: Kindle PW 3, Sony 350 and 650	A fair resolution, but I hope they yanked the title from circulation until the correct one is linked. Overdrive took the book off my library account when that happened, but left the incorrect link in place!

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