Unacceptable Service and Gross Mismanagement and Substandard Service Protocols

Since the switch to an online store, the service has deteriorated significantly. Orders are placed without any follow-up communication — unless you take the initiative to reach out, you're left in the dark about the status of your purchase.

I placed several orders in November and December 2024. After waiting for more than a month without any updates, I began sourcing the books elsewhere. I then submitted a cancellation request for the original orders, which was promptly acknowledged and confirmed by the team. However, I am still waiting for my refunds.

Over the past five months, I have sent more than six emails and made several calls. Despite this, I have received no responses or even an acknowledgment of my last four emails. Initially, I was told that refunds are not issued and that a store credit would be app**** instead. I pointed out that, under the Consumer Protection Act (CPA) provisions for online purchases, customers have the right to choose between a refund and a credit.

Even after highlighting this, no credit has been issued to my account, nor have I received a refund. This is unacceptable.