PATHETIC SERVICE

Van Schaik Bookstore

This was my beautiful experience with this well established organisation.

Before I start, I’d like to mention that I’m well aware of the fact that businesses usual operations were disrupted by the pandemic & are still struggling to find ways to operate effectively. I do however believe that I have been more than understanding and patient.

31/03/2020 - I placed my order online & paid for my academic books. An automatic response came back that my books will be delivered as soon as the initial lockdown was over. 13/04/2020 - I emailed the seller explaining that I understand the circumstances, however, I have assignments due. I contact Unisa & they helped me to source the electronic copy of the book & I’d like to request a refund in order to pay for the much needed e-book. He responded to say that he understands but at that time, he was unable to do so as they were not fully functional. I understood 30/04/2020 - I asked for progress on my request, which was an often Occurence from this point. He responded to Say that they would re-open on 04/05 & would process my request. My refund would be processed in the next week. 11/05/2020 - I asked for progress & received no response 12/05/2020 - My book was conveniently delivered after I’ve requested a refund with a relevant reason. This is also after I’ve paid for the e-book from the other source. I sent the book back & immediately called. He acknowledged the fact that I was in contact with him regarding a refund, did not apologize for still sending the book but told me that he will refund me as soon as he receives the book back. He then responds to the email saying that I need to state the reason for my request (which I’ve mentioned to him on email & telephonically already). I state it again & send the email. 27/05/2020 - I ask for progress again. Apparently my request was being processed by the finance department 28/05/2020 - He emails a document that I need to fill in stating my reason (AGAIN), scan & sent back to him. I did it 05/06 - I asked for feedback. The excuse now is that he still hasn’t received the book

At this point I let him have a piece of my mind! He explained that it’s company policy. Company policy to have a student wait 3 months with so much uncer*****y??? 10/06/2020 - He sends an email for banking details confirmation. I respond asking how I should get this without going into a bank due to isolation. It is 20/06/2020 & I haven’t received a response from him!

I have dealt with other, smaller booksellers during the lockdown period who have been very understanding & accommodating. I’ve also received refunds within a week after my request. I’m disappointed with the pathetic service I’ve received from this so called established institution. I have everything in black & white as well as the name of the person I’ve been dealing with. I’ve had enough!

I’m just a student, standing in front of a book seller, BEGGING for my money back!