Books That Matter Opiniones 

Ordered books three months. Never received them. Never got customer service email or Instagram message responses.

I have never written a review on TrustPilot before. However, my recent experiences have prompted me to do so.

I've been a Books That Matter subscriber for a couple of years now (and love the idea of the box), but the problems only started after I renewed my latest subscription in November 2022. Given the service I have received from November onwards, I regret purchasing the 12-month subscription upfront, as this is not the service I've paid for - I'm tired of chasing deliveries, and my July 2023 box has yet to turn up.

Delays to orders were blamed on particular couriers; however, my local Evri courier was able to deliver parcels to me from all over the UK at the time of the supposed delays- it was only my Books That Matter deliveries that were delayed).

There were problems with my November 2022 box (my subscription box was delayed, then it only appeared with a 48-hour dispatch notice on it after I complained, suggesting it hadn't been sent out when it should have). My December 2022 box did not arrive until well into January (and the post date on the package was well after the cut-off BTM stated on social media). My January box was water damaged (because of the unsealed micellar water bottle in the package), and I didn't get a replacement until 4 months later (!). Since my July 2023 box hasn't turned up, I am now trying to cancel my subscription and am requesting a refund for the unused portion (email sent off to BTM this evening - I have asked for a response within 3 business days).

Customer service/response to emails is generally poor. It can take weeks. I appreciate that the company is small but only take folks' hard-earned cash if you can provide a service.

Reading the reviews indicates others are having similar issues- it would be worth using the credit card chargeback process or Section 75 of the Consumer Rights Act to recoup money for items that have not arrived.

I used to be a customer. Then I ordered a new "book only" subscription in April. Have received 1 box since then but have paid monthly for it. Giving them the benefit of the doubt. I have emailed and messaged them to no response.

I don’t understand how this company is still running - they have announced that subscription boxes for July shipped two weeks ago, I’ve messaged on instagram, Facebook, and emailed as well as commenting on instagram over the past six weeks with absolutely 0 responses from them as my order still says processing. They’re also hiding comments from customers having issues on instagram, including mine. It’s so utterly unacceptable. Posting public apologies does nothing when the issues continue and you don’t communicate directly with customers.

Update 15/09/23, still no refund from what’s now called Aphra Book Club (nice try, can’t get away from all the bad reviews when you haven’t changed any of your practices) despite emailing with their customer care person since the start of August. Truly appalling.

I would give this company 0 stars if I could. I ordered a box as a one-off surprise gift for my daughter. Thought she'd love it! Although I received an acknowledgement that the order was 'on hold' until the payment was received and 'we look forward to fulfilling your order soon' I had no further information weeks later. I have sent 2 emails and only received standard responses. So disappointed that this company has not responded or sent out the order. I have obtained a refund through PayPal fortunately. Avoid this company at all costs.

I should start by saying I’ve been a Books That Matter customer for a couple of years and so have tried to be patient as want to support independent business however something has clearly gone very wrong. I paid for a box in May which now, nearly August, have not received. There has been no reply to my emails save one generic response promising they would be replying to people ‘in a timely manner’ and focusing on fulfilment without promoting new items- but yet again this hasn’t happened. Meanwhile they continue to advertise and promote products on social media. It seems a definition of a scam and I worry that more people will be in this position it they continue to order while everything is in a mess :(

This company is shocking. I ordered a box 6 months ago and have not received it. I sent two emails and nobody has replied to me. I’ve had to comment on an instagram post just for someone to notice me.
The company are quick at giving our free boxes to influencers and putting up social media posts but what about the customers that have actually paid? My first box was brilliant and I feel so let down by this company.
Will never subscribe to them again.

Like so many other people I'm still waiting for products I paid for months ago. They've said multiple times on social media that "tracking with be with you today or tomorrow" but I've received nothing. Haven't had a reply to any of the emails I've as sent. Instead I got a generic email today where they reiterated the issues have been out of their control and due to "technical errors" They've offered a 10% refund or 20% voucher which tbh just feels insulting at this point.

Terrible, delays constantly with orders and unprofessional, rambling emails telling you far too much detail about what’s happening with the company and why they’re in such a mess! Embarrassing really

I am honestly astounded that this company still exists. Ordered books four weeks ago and have received no communication with books that matter despite emailing countless times. I want to tear my hair out in frustration that a company is allowed to do this with no consequences. Avoid at ALL COSTS

Avoid. Ordered some books in May. It’s now end of July and they haven’t arrived. They don’t respond to emails and they don’t offer a refund. No book, no refund, no communication. I’ve been robbed.

Ordered in May. Never got my books. Got a message start of June saying delays. Chased multiple times after that. Not one reply. Saw loads of people had the same experience via social media. Got my money back through PayPal. They didn't even respond to the PayPal case. Would avoid.

I am deeply saddened to be writing this, especially as I am a long term customer of Books That Matter and have been very pleased with the book boxes in the past. Unfortunately, I have tried very hard to get a response to my queries privately, but now have no confidence that my emails are ever going to be answered. Since last November there have been various issues with late (sometimes very late) deliveries. Despite not receiving responses to messages I have been understanding that sometimes businesses face various issues beyond their control, and learnt to expect that the delivery dates given were unlikely to be met. Now, however, like many others, I am still awaiting delivery of the June box and have messaged multiple times to enquire whether, and when, the order will be fulfilled. I have not received a response to any of my emails, nor any other assurance (such as tracking information) that my order is on its way, or that it will indeed be sent. All businesses experience difficulties from time to time, but I am afraid that I have lost trust in this one. Customer care is clearly not a priority (as I still receive plenty of emails from them about new products), but the persistent lack of response or engagement when concerns are raised is especially troubling. I note that other reviews raise similar concerns and I am now pursuing a refund. I would like to hope that the company can get itself back on track again, but responding to customers (as individuals) and ensuring delivery of products are surely core and, even if I do get a refund, my experience is such that I don't think I will be able to trust this company again.

Awful customer service. I ordered a tote bag gift box back in May but it still hasn't been received and I've had no responses from my emails. Just a tracking number which says they're waiting for the package to be received. I've contacted my bank to get my money back. Save your money and avoid using this company!

I ordered a book at the end of May and unfortunately have not received the book, nor any communication other than auto-replies when I query where the book is. I understand there are delivery problems, but I don't understand the lack of communication. I have emailed 3 times to ask where the book is - no response. Like other posters on this page I doubt I will see my money back or the book. Be very wary about ordering from BTM.

I purchased an annual subscription last year on the recommendation of a friend who had been a very happy subscriber. I LOVED getting the monthly boxes, sure not all of the gifts were useful to me personally but those I didn't need were given to friends or to charity, likewise if a book really didn't take my fancy I passed it along to someone else. Deliveries didn't always arrive in a timely manner but they did always turn up.

The problem began when I was gifted a 3 month subscription by friends for my birthday. As my annual subscription had not yet ended, my friend emailed on my behalf to get the subscription changed to a redeemable gift code. BTM emailed back that all was fine, just let them know when to start it. Great, I confirmed when my current subscription was due to end and therefore when I would like the new subscription to start and assumed that was all taken care of. No box arrived after my final annual subscription, so I emailed to ask if it was on its way. No response. I emailed a week later to follow up, again no response. I emailed for the third week in a row and finally got a response to say my 3 month subscription had ended.
I responded with copies of previous communication to prove that was not the case and asked to start the subscription from July or a May box instead of June. It's now been 2 weeks again with no response.
On top of that, I'm extremely disappointed to see deletion of enquiries on social media about the whereabouts of customer orders and lack of transparency about when to realistically expect a response to enquiries.

I'm sorry to hear that there have been issues with delivery partners, warehouses etc but ultimately your customers just want you to reply to them, and that is entirely within your powers to address.

I am still very keen to get my 3 month gift subscription started, but I cannot in good conscience recommend BTM to others at this point in time and am highly dubious about spending more money with them.

As the rest of the reviews will tell you, this company has a long way to go. They're small and young, and I think they think that this means they can completely avoid accountability. A book subscription box is also a lovely idea, and their social media is great. They can't help that they were misled by their shipping providers. However, 1) I find it hard to believe that they had this many mishaps, one after the other, leading to some people missing out on their boxes for four months. 2) I've seen the way they have spoken to people in their Instagram posts, and on Geneva, their online book club. Despite what they think, they have not taken full accountability - they have buried their heads in the sand for months and been patronising and rude to people who have spent their money to support them. Small business they may be, but this doesn't give them the right to police people's tone (as the provider of a service, in particular). They have also been deleting comments and have a history of saying they'll contact people - no such thing has happened. And though it does sound like this has been a stressful few months for the company, the smartest thing they could've done was to STOP. STOP POSTING MORE CONTENT. STOP ACTING AS IF EVERYTHING IS FINE.
You continued to take people's money when clearly, you knew something was wrong! It does seem that you've bitten off far more than you can chew, and though well-read, very few of your public-facing representatives have any idea what they're actually saying. It's aggravating, and you come off as patronising. Stop denying people the right to be upset and annoyed at how this was handled. You're a small business, but it's a cost of living crisis, and you continued taking money from people. I'd really recommend taking yourselves offline for a while and reconsidering and trying to catch up with what is undoubtedly a huge backlog.
If anything, you'll work yourselves to the bone the rate you're going at, and these bad reviews won't stop coming until you stop and THINK.
I don't have any interest in actually speaking to you at this point because I think that any communication I would receive from you would be irritating. I've been given a refund through my bank. Readers, I would recommend giving them a wide berth for a few months. Perhaps in future they will improve but you'd be spending money on a sinking ship if you joined now.

I have been subscribed to Books That Matter for nearly three years & genuinely loved the company and looked forward to the boxes every month but I've unfortunately had to cancel my subscription due to the rapid decline in customer service. It's got to the point now it feels almost like a scam which is so sad. The problems at Christmastime which were blamed on the postal strikes have come around again, but this time a lot worse. I have cancelled because they already have nearly £45 of my money and were going to take a third payment without me having received a box which is just ridiculous. Whilst I do have sympathy for small businesses and understand how hard things must be in the current climate, the lack of communication from Books that Matter and the late, trickle truth like apologies are simply not good enough. It's now hard to believe them when they say boxes have been dispatched because we have been let down & left for so long now. The continued deleting of customer comments on social media is actually shocking and I don't know who actually thinks that is a good business move! They have been doing it for a long time now as well. It shows a complete lack of respect for customers who btw are also living in a cost of living crisis and are quite rightly frustrated by missing orders and ignored emails. The company are also constantly updating their social media promoting their product & acting if nothing is wrong which rubs me up the wrong way as the vast majority of their customers right now are unhappy..It seems the company has bitten off more than they can chew and I'm worried I'm not going to get my money back.

Sucked in by all the socials - I decided to buy from one of their book drops before committing to the monthly book club as a birthday gift - thank goodness because I paid my money and no sign of books. Promised an email and that they’d been dispatched but no sign of either.
Constant apologies to customers but very unprofessional and disappointing. I want to support companies like this but the way they continue to promote the business above existing customers outstanding orders is unacceptable.
I doubt if I will see my money or my books.

Have ordered earlier in the year waited 6 weeks for my order which was their advised time frame then due ro work behind the scenes. Have aince ordered in there spring sale and am still waiting for the order over 2 months later. Sent mw a tracking number said it was wuth yodel after searching myself the tracking number is with wvri who have been awaiting the package for weeks and no change. Have emailed once in response resending me the reference for tracking and apologising and offering ro send me a free June box which I've seen has also been late or not delivered for ither customers. Won't give me my money back and have since stopped replying. AVOID AVOID AVOID!!! I never do reviews but this company isn't worth losing money Iver and are clearly not coping and shouldn't still be advertising sales when they cant fulfil ones they already have! UPDATE: 21st July books finally arrived without the good will gesture they promised of June's book box. Would still avoid as they cant.keep their word and have clearly taken on more ethey can chew, a shame really but won't be ordering again or recommending.