SB
Shaun B
1 reviews | Active since Nov 2014
08 Mar 2021, 06:35
Delay in textbook order...
How do you separate your clients needs from your suppliers and have no interest in even attempting to resolve the problem. Firstly, I understand that you may have delays in receiving your orders and to ensure you keep your client happy. We need to ask ourselves how can this be handled and to just keep moving the "lead time" once, twice but the third and fourth it becomes a problem. This needs to have an amicable solution for your client as we have paid for a set of textbooks and due to a delay with only 1 textbook. The semester starts this morning and we have no textbooks. I understand you processes, delays and do inform us of such to cover yourself but please this has become problematic.
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Replies (3)
Wize Books's replyOfficial
08 Mar 2021, 08:27 Hi Shaun.
Have you engaged our Call Centre or Customer Services Team to assist you to determine what is causing the delay? We have had a few titles where the publishers dropped the ball on planning which is causing severe frustrations.
With 604 x Reviews with an average of 4.5 Rating, I believe your experience is not the norm, in fact, however, I would like my team to look into this to check what is causing the delay on your order.
You did not mention your Order number here, kindly, provide it to us so that I can ask my CS Manager to contact you and assist. Alternatively, you can contact ********** and ask to speak to Marc, you can also email him at ***********
Rest assured we are in the business of keeping our close to 80 000 students happy and we have no incentive to delay your delivery.
Looking forward to your reply that we can assist
Kind Regards,
The Wize Books Team
Have you engaged our Call Centre or Customer Services Team to assist you to determine what is causing the delay? We have had a few titles where the publishers dropped the ball on planning which is causing severe frustrations.
With 604 x Reviews with an average of 4.5 Rating, I believe your experience is not the norm, in fact, however, I would like my team to look into this to check what is causing the delay on your order.
You did not mention your Order number here, kindly, provide it to us so that I can ask my CS Manager to contact you and assist. Alternatively, you can contact ********** and ask to speak to Marc, you can also email him at ***********
Rest assured we are in the business of keeping our close to 80 000 students happy and we have no incentive to delay your delivery.
Looking forward to your reply that we can assist
Kind Regards,
The Wize Books Team
Wize Books's reply08 Mar 2021, 08:27
Official
Hi Shaun.
Have you engaged our Call Centre or Customer Services Team to assist you to determine what is causing the delay? We have had a few titles where the publishers dropped the ball on planning which is causing severe frustrations.
With 604 x Reviews with an average of 4.5 Rating, I believe your experience is not the norm, in fact, however, I would like my team to look into this to check what is causing the delay on your order.
You did not mention your Order number here, kindly, provide it to us so that I can ask my CS Manager to contact you and assist. Alternatively, you can contact ********** and ask to speak to Marc, you can also email him at ***********
Rest assured we are in the business of keeping our close to 80 000 students happy and we have no incentive to delay your delivery.
Looking forward to your reply that we can assist
Kind Regards,
The Wize Books Team
Have you engaged our Call Centre or Customer Services Team to assist you to determine what is causing the delay? We have had a few titles where the publishers dropped the ball on planning which is causing severe frustrations.
With 604 x Reviews with an average of 4.5 Rating, I believe your experience is not the norm, in fact, however, I would like my team to look into this to check what is causing the delay on your order.
You did not mention your Order number here, kindly, provide it to us so that I can ask my CS Manager to contact you and assist. Alternatively, you can contact ********** and ask to speak to Marc, you can also email him at ***********
Rest assured we are in the business of keeping our close to 80 000 students happy and we have no incentive to delay your delivery.
Looking forward to your reply that we can assist
Kind Regards,
The Wize Books Team
SB
Shaun B's updateReviewer Update
08 Mar 2021, 16:20Thank-you for your prompt response and with reference to VC157666/3 .
Congratulation's on "With 604 x Reviews with an average of 4.5 Rating" and don't doubt that for one minute as I was impressed with WIZEBOOKS.
My only concern, which I cant fathom to understand that this is the norm as it happened to me last year as well and things do happen and feel it would be better to be more transparent with sending out a lead-time 4 x before the textbook is received at your office. Keeping mind I am very aware of your processes and producer when ordering textbooks. How can you also mention that you have sent out correspondence to the effected students mentioning an eBook will be available. Thank-you for splitting the order until the outstanding textbook is received. I will also share your feedback to JUTA so that they aware of this issue, "publishers dropped the ball on planning which is causing severe frustrations".
As discussed earlier I have a extra problem when receiving a confirmation email that reads, "
Related to the split portion of your order (Package 2), now called Order Number VC157666/3, there is an outstanding amount due of R 85.00. This order cannot be released until the outstanding amount has been paid. It is vital that you make an EFT payment as soon as possible to avoid your package being held back due to the delivery charge being outstanding."
I don't feel that I should be responsible to pay the additional R85.00 delivery fee.
Congratulation's on "With 604 x Reviews with an average of 4.5 Rating" and don't doubt that for one minute as I was impressed with WIZEBOOKS.
My only concern, which I cant fathom to understand that this is the norm as it happened to me last year as well and things do happen and feel it would be better to be more transparent with sending out a lead-time 4 x before the textbook is received at your office. Keeping mind I am very aware of your processes and producer when ordering textbooks. How can you also mention that you have sent out correspondence to the effected students mentioning an eBook will be available. Thank-you for splitting the order until the outstanding textbook is received. I will also share your feedback to JUTA so that they aware of this issue, "publishers dropped the ball on planning which is causing severe frustrations".
As discussed earlier I have a extra problem when receiving a confirmation email that reads, "
Related to the split portion of your order (Package 2), now called Order Number VC157666/3, there is an outstanding amount due of R 85.00. This order cannot be released until the outstanding amount has been paid. It is vital that you make an EFT payment as soon as possible to avoid your package being held back due to the delivery charge being outstanding."
I don't feel that I should be responsible to pay the additional R85.00 delivery fee.
SB
Shaun B's update08 Mar 2021, 16:20
Reviewer Update
Thank-you for your prompt response and with reference to VC157666/3 .
Congratulation's on "With 604 x Reviews with an average of 4.5 Rating" and don't doubt that for one minute as I was impressed with WIZEBOOKS.
My only concern, which I cant fathom to understand that this is the norm as it happened to me last year as well and things do happen and feel it would be better to be more transparent with sending out a lead-time 4 x before the textbook is received at your office. Keeping mind I am very aware of your processes and producer when ordering textbooks. How can you also mention that you have sent out correspondence to the effected students mentioning an eBook will be available. Thank-you for splitting the order until the outstanding textbook is received. I will also share your feedback to JUTA so that they aware of this issue, "publishers dropped the ball on planning which is causing severe frustrations".
As discussed earlier I have a extra problem when receiving a confirmation email that reads, "
Related to the split portion of your order (Package 2), now called Order Number VC157666/3, there is an outstanding amount due of R 85.00. This order cannot be released until the outstanding amount has been paid. It is vital that you make an EFT payment as soon as possible to avoid your package being held back due to the delivery charge being outstanding."
I don't feel that I should be responsible to pay the additional R85.00 delivery fee.
Congratulation's on "With 604 x Reviews with an average of 4.5 Rating" and don't doubt that for one minute as I was impressed with WIZEBOOKS.
My only concern, which I cant fathom to understand that this is the norm as it happened to me last year as well and things do happen and feel it would be better to be more transparent with sending out a lead-time 4 x before the textbook is received at your office. Keeping mind I am very aware of your processes and producer when ordering textbooks. How can you also mention that you have sent out correspondence to the effected students mentioning an eBook will be available. Thank-you for splitting the order until the outstanding textbook is received. I will also share your feedback to JUTA so that they aware of this issue, "publishers dropped the ball on planning which is causing severe frustrations".
As discussed earlier I have a extra problem when receiving a confirmation email that reads, "
Related to the split portion of your order (Package 2), now called Order Number VC157666/3, there is an outstanding amount due of R 85.00. This order cannot be released until the outstanding amount has been paid. It is vital that you make an EFT payment as soon as possible to avoid your package being held back due to the delivery charge being outstanding."
I don't feel that I should be responsible to pay the additional R85.00 delivery fee.
Wize Books's replyOfficial
09 Mar 2021, 11:05Hi Shaun
In short, I do not fathom how you are trying to blame us for a product that we re-sell which is out of stock everywhere in the country. We have no control over how a publisher manages their out of stock situations and if they do not provide accurate ETA dates to us which is what our system uses to provides updates to client on an out of stock product.
We often do in-house printing for some of the local and international publishers and then we initiate a reprint in 24 hours for up to 2500 books easily. Juta is however free to choose where they print and that influences the leadtime for you, me or any other client whether the president. Nothing we can do besides to try and have it escalated which is what we have done - this is clear in what Juta told you the ETA to be and what we have manage to get from them as they have agreed to escalate it. You are welcome to engage Juta on this and any other conduct from us - truth is all that stands and we are all for truth and nothing else.
You are more than welcome to cancel the VC157666/3 order should you want to go elsewhere. At this stage all your other books will be delivered in the next 24 hours with the exception of this out of stock Juta title which we are supposed to receive soon.
Accordingly as it stands, you can either make a payment for the additional delivery fee or we can cancel and re-place a new order for it choosing the option "Collect from our Pretoria" store (you will need to then collect it from our Pretoria Store), or we can cancel the order and refund you the full R690. Kindly let us know how to proceed.
Regards
The Wize Books Team
In short, I do not fathom how you are trying to blame us for a product that we re-sell which is out of stock everywhere in the country. We have no control over how a publisher manages their out of stock situations and if they do not provide accurate ETA dates to us which is what our system uses to provides updates to client on an out of stock product.
We often do in-house printing for some of the local and international publishers and then we initiate a reprint in 24 hours for up to 2500 books easily. Juta is however free to choose where they print and that influences the leadtime for you, me or any other client whether the president. Nothing we can do besides to try and have it escalated which is what we have done - this is clear in what Juta told you the ETA to be and what we have manage to get from them as they have agreed to escalate it. You are welcome to engage Juta on this and any other conduct from us - truth is all that stands and we are all for truth and nothing else.
You are more than welcome to cancel the VC157666/3 order should you want to go elsewhere. At this stage all your other books will be delivered in the next 24 hours with the exception of this out of stock Juta title which we are supposed to receive soon.
Accordingly as it stands, you can either make a payment for the additional delivery fee or we can cancel and re-place a new order for it choosing the option "Collect from our Pretoria" store (you will need to then collect it from our Pretoria Store), or we can cancel the order and refund you the full R690. Kindly let us know how to proceed.
Regards
The Wize Books Team
Wize Books's reply09 Mar 2021, 11:05
Official
Hi Shaun
In short, I do not fathom how you are trying to blame us for a product that we re-sell which is out of stock everywhere in the country. We have no control over how a publisher manages their out of stock situations and if they do not provide accurate ETA dates to us which is what our system uses to provides updates to client on an out of stock product.
We often do in-house printing for some of the local and international publishers and then we initiate a reprint in 24 hours for up to 2500 books easily. Juta is however free to choose where they print and that influences the leadtime for you, me or any other client whether the president. Nothing we can do besides to try and have it escalated which is what we have done - this is clear in what Juta told you the ETA to be and what we have manage to get from them as they have agreed to escalate it. You are welcome to engage Juta on this and any other conduct from us - truth is all that stands and we are all for truth and nothing else.
You are more than welcome to cancel the VC157666/3 order should you want to go elsewhere. At this stage all your other books will be delivered in the next 24 hours with the exception of this out of stock Juta title which we are supposed to receive soon.
Accordingly as it stands, you can either make a payment for the additional delivery fee or we can cancel and re-place a new order for it choosing the option "Collect from our Pretoria" store (you will need to then collect it from our Pretoria Store), or we can cancel the order and refund you the full R690. Kindly let us know how to proceed.
Regards
The Wize Books Team
In short, I do not fathom how you are trying to blame us for a product that we re-sell which is out of stock everywhere in the country. We have no control over how a publisher manages their out of stock situations and if they do not provide accurate ETA dates to us which is what our system uses to provides updates to client on an out of stock product.
We often do in-house printing for some of the local and international publishers and then we initiate a reprint in 24 hours for up to 2500 books easily. Juta is however free to choose where they print and that influences the leadtime for you, me or any other client whether the president. Nothing we can do besides to try and have it escalated which is what we have done - this is clear in what Juta told you the ETA to be and what we have manage to get from them as they have agreed to escalate it. You are welcome to engage Juta on this and any other conduct from us - truth is all that stands and we are all for truth and nothing else.
You are more than welcome to cancel the VC157666/3 order should you want to go elsewhere. At this stage all your other books will be delivered in the next 24 hours with the exception of this out of stock Juta title which we are supposed to receive soon.
Accordingly as it stands, you can either make a payment for the additional delivery fee or we can cancel and re-place a new order for it choosing the option "Collect from our Pretoria" store (you will need to then collect it from our Pretoria Store), or we can cancel the order and refund you the full R690. Kindly let us know how to proceed.
Regards
The Wize Books Team