F+W publications Support Ticket

My order never got through - HOW bookstore

Created By:	acervantes333	Last Reply:	acervantes333
Priority Level:	[Medium]	Status:	[Open]
Created:	11 months ago	Last Updated:	11 months ago
Department:	N/A	Replies:	0
Product:	HOW bookstore

I ordered 4 books from the HOW bookstore and paid a little extra for international first class shipping (4-8 business days), having in mind that it could take a bit longer since it was an international order after all.

I checked the status of my order on the website and since it wasn't available, I called customer service. They told me my order was shipped later than it was supposed to be shipped (according to the website, up to 72 hours MAX, and the items WERE available at the time according to the online store) and they also told me to wait until friday December 19th.

Up until now I STILL haven't gotten my order and it's been more than a month. I called customer service over and over only to be told to keep waiting. They also told me they did not have any way of tracking my order!!

I emailed F+W's customer service (since HOWbookstore's customer service never did respond any of my emails)to ask about if I could get a refund for the international first class shipping I paid for. They agreed, however, two days later, I was asked AGAIN if my card was really charged with the books even though THEY had told me my order was shipped on dec 3rd. Previously I was also told that the books can't leave the warehouse unless the corresponding charges were made.

Customer service added that they were having trouble shipping books to my country, which left me wondering why haven't they announced it on their online store. I have ordered books from other international online bookstores and I've NEVER had any problem like this before!!

Even though F+W publication's customer service for their HOW design magazine is superb (I'm a subscriber), their bookstore customer service TRULY disappointed me.

I would just like to know what happened to my order and if I could get a refund for the shipping at least.

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