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Forum Newbie
Group: Forum Members
Last Login: 24 December 2010
Posts: 2,
Visits: 9
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I ordered a signed copy of Art of The New Naturalists, with a delivery date of 31st October, but on my latest card statement, the money was taken on 10th October - not very impressed. Amazon, certainly don't operate like that on pre-orders - they take payment on shipping date.
I suppose, they will blame World Pay and say they can not handle pre-orders.
For a large company, they seem to operate a bit like novices. Remember the poor early leather covered fiasco.
Richard
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Supreme Being
Group: Administrators
Last Login: 08 December 2011
Posts: 110,
Visits: 707
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| Hi Mosscliffe, thanks for the feedback, we will certainly try to improve our service, especially as ecommerce is a relatively new departure for us; even big companies face a learning curve. Admittedly there have been bumps along the way, but we have chosen to work hand in hand with our customers, adapting products and services according to demand. Collins launched pre-order recently in response to just such demand. It's not perfect - currently the system does take payment up front, as outlined in our T&Cs (see point 5.5 copied for convenience below). We take your point that it is preferable to be invoiced on delivery and it has been registered with our development team for investigation. Thanks again for your feedback. To ensure a response from us in future please email newnaturalists@harpercollins.co.uk Best
Alex 5.5 In accordance with Section 19 of the Consumer Protection (Distance Selling) Regulations 2000 in a situation where money has been taken in advance of performance we will inform the consumer service of the date of release of the product before they place their order (by placing their order they are agreeing to the terms, that we can receive payment in advance of delivery), and release it to them at the quoted time. Where the supplier is unable to perform the contract because the goods or services ordered are not available, within the period for performance referred to or such other period as the parties agree ("the period for performance"), he shall—(a) inform the consumer; and (b) reimburse any sum paid by or on behalf of the consumer under or in relation to the contract to the person by whom it was made.
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Forum Newbie
Group: Forum Members
Last Login: 24 December 2010
Posts: 2,
Visits: 9
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Thanks for the prompt reply.
I hope you are able to re-write 5.5 of your terms and conditions, when you get payment on despatch implemented.
I do look forward to receiving the book.
As an aside, I know my eyesite is much poorer these days, but the the images you use for 'Add Topic', 'Post Reply' etc are extremely difficult to see. Initially i could not see any way to add a post at all. Is it possible to use normal text buttons, rather than images ?
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Supreme Being
Group: Administrators
Last Login: 08 December 2011
Posts: 110,
Visits: 707
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| This is the way it is I'm afraid, but if you can't read the buttons try enlarging the text size of your browser. If it is Internet Explorer you do this by seleting View, then Text Size. Alex
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Forum Guru
Group: Forum Members
Last Login: 25 January 2012
Posts: 62,
Visits: 315
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Collins (10/20/2009)
It's not perfect - currently the system does take payment up front, as outlined in our T&Cs (see point 5.5 copied for convenience below). We take your point that it is preferable to be invoiced on delivery and it has been registered with our development team for investigation.Alex, If you are looking to improve the e-commerce ordering system, I suggest that you also consider the time it takes to credit a customer for a wrongly shipped product. I ordered a signed hardback copy of "Dartmoor" some weeks ago (when another forum member advised that pre-orders were being taken on-line) but was then shipped (and charged for) a standard version. Your telephone sales department arranged collection very promptly (thro' FedEx) and subsequently shipped me (and charged me) for the correct item, but told me that I would have to wait 4 weeks or more for the original monies paid to be credited to my card ... and although the book was returned immediately (on 24th Sept) I am still waiting for my card to be credited almost 5 weeks later. By the way, I was originally billed as the book was shipped (on 17th September), not when it was ordered, but perhaps there is a difference between the on-line and phone ordering system. Bill
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Supreme Being
Group: Administrators
Last Login: 08 December 2011
Posts: 110,
Visits: 707
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| Hi Bill this is now in hand with our customer services, thanks for bringing to my attention and apologies for the delay in refunding. Best
Alex
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Forum Guru
Group: Forum Members
Last Login: 25 January 2012
Posts: 62,
Visits: 315
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Collins (10/28/2009)
Hi Bill this is now in hand with our customer services, thanks for bringing to my attention and apologies for the delay in refunding.I just want to record my thanks to Alex for resolving this so quickly. Hopefully, none of us will have need for such help in future, but should you need it, Alex is your man! Bill
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