Kobo.com order processing time

[WhiskeyInk]

Ordered my Kobo Glo 7/13/13. It's 7/22/13; still hasn't shipped. >.<

I'm in the states.

[TheMatrix]

Ordered the Mini through Kobo.com and order was never processed and multiple charges appeared on my CC. Kobo said order never went through. Disputed charges with CC and then went to Family Christian Store and picked a Mini up for $39.99 same price as Kobo.com, but minus shipping charge and had it right there and then. Kobo.com's e-commerce site is horrible for buying ereaders, but seems to work fine for buying ebooks.

[nathan.grewal]

Originally Posted by ilovejedd

For my Aura HD:

1. ordered 4/25
2. CC charged 5/2
3. item shipped 5/2
4. tracking number received 5/3
5. item received 5/6

I think 5-14 business days is probably normal for Kobo. From my experience, Kobo contracts out order fulfillment so not sure how much control they have over that.

My kobo arc 10 HD arrived 2 days after ordering. I love it!

[the.Mtn.Man]

Hmmm... wish I had encountered this thread before placing my order. I recently ordered an Aura directly from Kobo simply because they had the best price (around $15 cheaper than anywhere else), but I am thoroughly annoyed by the complete lack of information regarding my order. I didn't even receive an email confirmation that the order had gone through, but since my credit card was almost immediately charged (within 12-hours) then I assume that Kobo received it. However, there doesn't appear to be any way of tracking the order or checking its status through Kobo's website, which is extremely frustrating, and I have received no further communication from them. They still promise free 5-7 day shipping, so if I'm to receive it within that time then it should have shipped no later than Monday, but obviously I have received no shipping confirmation.

I guess I've been spoiled by other sites (Amazon, Newegg, Walmart, Best Buy, etc.) who give you a play-by-play letting you know exactly where your item is in the shipping process. I was really hoping to have my reader in time for the holiday weekend, but it looks like it won't happen -- unless they happened to ship it without telling me.

It's rather disappointing that they've known about these problems for over a year (according to this thread) and have apparently taken no steps to correct or improve their order fulfillment process. This is likely the last time I will order directly from Kobo.

[the.Mtn.Man]

It has been 7-full days since I placed my order, so I contacted customer support to check on the status, and it's apparently still processing. When I inquired about the advertised 5 to 7 day shipping, I was informed that it's really 7 to 10 days (not sure why the website says otherwise), and that this only refers to when Kobo actually ships and not when the customer is expected to receive it. That seems a bit sneaky of them.

So the wait continues.

[TheMatrix]

Wow, sorry to hear that you guys are having problems with your orders. I don't think Kobo cares to fix their processing and shipping practices. Im glad that I was able to buy the Mini from Family Christian Store and didn't have to deal with Kobo's incompetence.

[Atraii]

I ordered 8 days ago, I had called yesterday after not receiving any order confirmation or tracking and found out that it was 'still processing.' So while I firmly hope that it will be here this week I suspect it won't get out of processing until late this week and will show up in 2 weeks from now, giving a wonderful 24+ days of waiting. This is rather ridiculous for a 2014 modern company.

After looking through the thread, some people got a confirmation of shipping. Will I get one to estimate when it will get here?

[the.Mtn.Man]

Originally Posted by Atraii

After looking through the thread, some people got a confirmation of shipping. Will I get one to estimate when it will get here?

Double check your profile settings and make sure you can receive emails from Kobo. Go to Kobo.com, "My Account" (click the image in the upper-right corner for a drop-down menu) and then look for the setting for "Email Updates". Checking "Yes" seems to allow me to receive emails from Kobo, although now I'm a bit worried about spam from the company since the "updates" appear to be a catchall for all communication from Kobo, including product offers.

I suppose it's somewhat of a moot point for me now since I just got my shipping notice from Kobo. My order was apparently shipped on July 5th (the same day I spoke with customer service) and is currently out for delivery according to USPS.com. So 12-days from the time I placed my order.

Again, the frustration is not the time it takes for the order to ship but the fact that Kobo has no way of tracking hardware orders through their website leaving the customer completely in the dark.

[Atraii]

Originally Posted by Atraii

After looking through the thread, some people got a confirmation of shipping. Will I get one to estimate when it will get here?

So today I have the answer to my own question. 9 days total from order to get here. Better than I thought it might.

I did receive a shipping confirmation email. An hour *after* it was delivered. It came with a Canada Post tracking number and everything. I'm happy that it is here, but some days...

[the.Mtn.Man]

Originally Posted by Atraii

I did receive a shipping confirmation email. An hour *after* it was delivered. It came with a Canada Post tracking number and everything. I'm happy that it is here, but some days...

As I mentioned, I got my shipping notice when my Aura was already out for delivery. I know Kobo can't compete with the likes of Amazon when it comes to delivering items, but they certainly have a lot of room for improvement.

[toothsome]

Add me to the list of people who wish they'd seen this thread before ordering. I did a lot of research and the Aura looked perfect for my needs, but I ordered over a week ago and I've still heard nothing. Contacted customer service, and it took two days, multiple emails AND a phone call just to find out my order was 'still processing' and would be shipping 'very soon'. I'm in the US, and I knew shipping might take a while since I have experience with Canada Post, but over a week just to put something in a box and mail it off? Really? It's 2014! I can get better order tracking on a pizza than I can from Kobo.

If they're really telling people that 'free 7-10 day shipping' really means '7-10 day processing', that's reprehensible. I've been purchasing items online for over a decade and I've never seen any online retailer employ such a weaselly and misleading use of the word 'shipping'.

[anesthezea]

I ordered online on 7/18. No shipping notice yet, CS says "processing".

[toothsome]

It came! It came! Just arrived via USPS now. I never did get a confirmation / shipping / tracking email.

Looking at the label, it appears that Canada Post received it a week ago (7/22). So it had already been sent by the time I contacted Kobo customer service on Thursday. And even after 'escalating to second-tier support', no one at Kobo was able to see that the device had already shipped, because they told me it was still 'processing' on the 25th, days after it had shipped. How on earth can they be *that* disorganised when it comes to tracking their own products?

But at least it arrived!

[toothsome]

...and it has a couple little weird black smudges on the case. They won't come off. I hope this doesn't bode ill :/

[anesthezea]

Originally Posted by anesthezea

I ordered online on 7/18. No shipping notice yet, CS says "processing".

Not long after posting the above, I received a shipping email from Kobo. I checked the tracking number and it showed as being delivered. Lo and behold, it had been sitting in my mailbox all afternoon.

Has anyone had a bit of an issue with ghosting on a new device? Not in a book, but on the home, collections, setting screens, etc. I'm not sure if it's a defect or just something that can sometimes happen while a device "settles in".