Absolutely awful company. Believe every single negative review, because they’re accurate. They don’t respond to anything, they ignore emails, they delete comments from social media if they don’t l... Ver más
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Consulta las opiniones de los clientes
Exact same as Emma B below in regards to Mystery Tote Bags. Offered a Sept and Oct box but nothing even 9 days after being told they would be sent straight away. This is after ordering mid-August.... Ver más
Same experience as others, ordered subscription in March for friends 60th, no books- excuse that lost in post etc then when challenged no response. HOWEVER ty to reviewer who said got money back from... Ver más
La empresa ha respondido
Please don't waste your money! Absolute joke of a company. They are struggling to deliver orders made months ago but are continuously advertising new boxes & live events... After many emails and Ins... Ver más
Información sobre la empresa
Información proporcionada por diversas fuentes externas
Books That Matter is a monthly subscription box for the empowerment and inspiration of women and girls through literature.
Información de contacto
Reino Unido
- www.booksthatmatter.co.uk
1,6
Muy malo
250 opiniones
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Love this subscription service
I’ve been a subscriber to Books That Matter for a couple of years now and have loved every minute of it. It feels more like a community than a subscription service. I’ve discovered some fabulous female authors, and have read an array of books that have been both enjoyable and insightful. The company has grown so much in the time that I’ve been subscribed and it’s been a joy to see.
16 de junio de 2023
Opinión espontánea
I have been a customer of btm for a few…
I have been a customer of btm for a few years. I throughly enjoy their boxes, the books are always a great read and I have had a good response from customer service when I have had vouchers bought as gifts. I know there were some shipping problems but these seem to have been rectified by changing their courier. I was fully informed when the changeover happened and supported the break in my subscription to rectify these issues. I always look forward to my box and I buy almost all of their recommended books and they are always brilliant!
16 de junio de 2023
Opinión espontánea
Absolutely love this book subscription…
Absolutely love this book subscription box! It’s so great being sent books that are new to me and all by female authors - the range has really diversified my reading and inspired me to explore more diverse literature.
Deliveries have been much more reliable since they’ve changed delivery partner - some orders used to arrive late but this has not happened the past few months since delivery partner changed.
Always reply to emails and apologetic if it takes them a while - for a business run by a small team I’ve not been disappointed!
16 de junio de 2023
Opinión espontánea
They don't send orders and don't respond to messages.
Placed an order 3 weeks ago in their sale and still haven't received it. I've emailed and messaged them on socials but only received automated responses.
What feels insulting and dodgy as a consumer is that they continue to post that they are having more sales but they haven't fulfilled the orders they've taken.
I was really excited to order from this company but this experience has ruined it for me - especially since the customer service is very bad as well.
27 de mayo de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Kerry,
I appreciate you taking the time to share your feedback, and I want to apologize for the frustration and disappointment you've experienced with your recent order. Your satisfaction is important to us, and we genuinely value your support.
I'm truly sorry to hear that it has been many weeks since you placed your order during our sale, and you have yet to receive it. That's definitely not the level of service we aim to provide, and I apologize for any inconvenience caused by the delay. I understand how excited you were to receive your order, and it's disheartening to know that we fell short of your expectations.
I'm sorry if many of our responses thus far have been automated. We strive to provide personalized and attentive customer service, and it seems that we have not met that standard in our communications with you. These automations usually help just to set response time expectations and help subscribers get hold of us in the right places, but I apologise for the issues of late. Please know that we appreciate your patience, and we are actively working on improving our response times and ensuring that every customer inquiry receives the attention it deserves.
I understand that it feels frustrating and dodgy to see us promoting more sales while your order remains unfulfilled. I want to assure you that our intention is never to be dishonest or misleading. Unfortunately, unforeseen circumstances and operational challenges can sometimes disrupt our normal order fulfilment process. However, I acknowledge that we need to do a better job of balancing our promotional efforts with order fulfilment to ensure a smoother experience for our customers.
I apologize for the negative impact this experience has had on your perception of our company. We genuinely appreciate your initial excitement to order from us, and it saddens us to know that we have let you down. Your feedback is valuable to us, and we are committed to learning from this experience and making the necessary improvements.
As a gesture of our apology and appreciation for your support, I would like to offer you a voucher to the value of your original order with us, redeemable at a time of your choosing. We genuinely value your patronage, and we want to show you that we are committed to delivering a better experience moving forward.
If you would like to take advantage of this offer or if you have any further concerns, please feel free to reach out to me directly at molly@booksthatmatter.co.uk. I'm here to assist you and ensure that we rectify the situation to the best of our ability.
Thank you for sharing your feedback with us. We are grateful for the opportunity to address these issues and regain your trust. We genuinely hope that you'll consider giving us another chance to provide you with the positive experience you deserve.
Warm regards,
Molly, CEO
Books That Matter
I've seen more professional school business projects
Ordered books on the 26th of May to an address in Scotland I was staying at for the 12-15th of June, figuring that three weeks would be plenty of time for shipping. I reached out to the seller to ask where my books were and got an accusatory reply that they had made to clear that the books would take longer to ship because of their sale (this is a lie, by the way - they only indicated this a whole week after myself and others had ordered those books and asked where they were). I ended up cancelling my order via PayPal today as they didn't respond to my email request to cancel the order.
Books That Matter team: being a small business is no excuse for running what essentially seems to have become a scam operation. I have supported you in the past, but never again. If you're this understaffed and disorganised, hire someone. Posts on your story about how stressed you are isn't your customers problem, and feel guilt trippy and wildly unprofessional. Also, the constant marketing social posts are very annoying to actual customers who have bought your goods but not seen them delivered + not being replied to. You desperately need to sort out how you're doing things because it's wildly shambolic. It's such a shame because I love the business concept, but I'll be avoiding you from now on.
EDIT:
As you can see below, the owner reached out to apologise and offered me a free trial to show how they have improved. I emailed them to thank them for their considered response and take them up on the offer in the hope it had improved and I could change this review/my stance. I emailed 7 days ago with no response, so I fully stand over and double down on everything I've said above. Even if shipping has sped up, communication still isn't there!
26 de mayo de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Zoe,
I appreciate you taking the time to share your feedback, and I want to start by sincerely apologizing for the disappointing experience you had with our company. Subscriber satisfaction is our top priority, and it's disheartening to hear that we fell short of your expectations.
I'm sorry to hear about the delay in shipping your books and the accusatory response you received when you reached out to inquire about their whereabouts. That's definitely not the level of service we strive for, and I apologize for any frustration or inconvenience caused by our lack of clear communication.
As a small business, we understand that our size is not an excuse for any shortcomings. We acknowledge that there have been challenges in our operations, particularly in meeting customer expectations and providing timely responses. We take your feedback seriously and are actively working on improving our processes, including hiring additional staff to support our operations.
I apologize if our social media posts about our challenges and stress came across as guilt trippy or unprofessional. It was not our intention to burden our customers with our internal struggles, we share the good and the challenges in equal measure, as we always have with our community, as they value our transparency and human-ness. We understand that what matters to you as a customer is the timely delivery of your orders and responsive customer service. Rest assured, we are taking steps to address these issues and provide a better overall experience.
I want to extend my sincere apologies for any annoyance caused by our marketing social posts while you were still waiting for your order. I completely understand how frustrating it can be to see promotions when you haven't received your purchase. Your feedback has been duly noted, and we will adjust our communication strategies to ensure a more customer-centric approach.
While I understand that you have chosen to cancel your order via PayPal, I still want to make things right for you. As a gesture of our apology and appreciation for your support in the past, I would like to offer you an opportunity to trial our new subscription format with us, which launches in August. We genuinely value your feedback, and we want to show you that we are committed to learning from this experience and improving our service.
Once again, I apologize for the disappointment and frustration you have experienced. We genuinely appreciate your support in the past, and it's our hope that you may reconsider and give us another chance to provide you with the quality service you deserve.
If there's anything else I can assist you with or if you have any further concerns, please feel free to reach out to me directly at Molly@booksthatmatter.co.uk. I'm here to help.
Thank you for your feedback, and I genuinely hope that we can restore your faith in our business concept and deliver a better experience in the future.
Warm regards,
Molly, CEO
Books That Matter
All these negative reviews aren’t wrong
I wish I’d checked on here before I ordered. I placed an order on 26 May and it hasn’t been dispatched yet. I emailed them at the end of week one with no response. I emailed again at the end of week two with no response. I messaged on Instagram on Monday of this week with no response. Someone must still be working because I receive marketing emails every day, their social media is kept up to date and they emailed last week to say they’re starting to do £5 books each weekend to be dispatched that same week. So what’s happened to the orders from 2.5 weeks ago? They were for my mum’s birthday which I’ve missed now. Really unimpressed with the service. I’d previously had the subscription and it was great. I don’t know what’s happening but I’d avoid.
13 de junio de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Alie,
I appreciate you taking the time to reach out and share your experience with us. I want to apologize for the disappointment and frustration you've encountered with your recent order. Your feedback is genuinely important to us, and we take it seriously.
I'm truly sorry for the lack of response to your emails and messages. It's clear that we have not met your expectations in terms of communication, and for that, I apologize. I want to assure you that we are actively working on improving our response times and ensuring that every customer inquiry receives the attention it deserves. Your experience is not reflective of the level of service we strive to provide.
I understand your frustration with the discrepancy between our marketing emails, social media updates, and the delayed dispatch of your order. It's disheartening to hear that your mum's birthday was missed due to the delay. I apologize for any inconvenience and disappointment this has caused.
While I cannot change what has already happened, I would like to make things right. As a gesture of our apology and appreciation for your support, I would like to offer you an opportunity to trial our new and improved subscription offering (launching in August) with us. We genuinely value your patronage and want to show you that we're committed to delivering a better experience.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can personally assist you with the discount and address any outstanding concerns you may have. Your satisfaction is our top priority, and we want to ensure that we rectify the situation and regain your trust.
Once again, I apologize for the unimpressive service you have experienced. We appreciate your feedback, as it helps us identify areas for improvement, and we're determined to learn from this experience to provide a better service moving forward. Thank you for your patience, and I hope that you'll consider giving us another chance to exceed your expectations.
Warm regards,
Molly, CEO
Books That Matter
Used to be great, now something isn’t working
Having been a long time subscriber and supporter of this company, I feel obliged to submit an updated review, as sadly I have had a recent bad experience.
I placed a one off order for a previous box, and paid via PayPal. To date, I still have not received an official order confirmation from the company, nor have I received the item I placed an order for. Previously I had received fairly swift communication when contacting them with any issues, but three unanswered emails and I’ve been forced to submit for a refund from PayPal. Such a shame. I used to love this company, I just don’t know what is happening. Something isn’t working.
26 de mayo de 2023
Respuesta de Books That Matter
Hey Lucy,
Thank you for taking the time to provide an updated review of your recent experience with our company. As a long-time subscriber and supporter, your feedback means a lot to us, and we genuinely appreciate your continued support.
I want to start by offering my sincerest apologies for the recent disappointment and frustration you have encountered. It's disheartening to hear that you placed a one-off order for a previous box but have not received an official order confirmation or the item itself. I understand how frustrating it can be when communication breaks down, especially after previously experiencing swift responses from our team.
I'm truly sorry for the lack of response to your emails. Our team is currently experiencing a high volume of inquiries, and it seems that we have fallen short in providing timely and satisfactory customer service. I want to assure you that we are actively working on improving our response times and ensuring that every customer inquiry receives the attention it deserves.
Regarding your refund from PayPal, I understand that you had to resort to that course of action due to the lack of resolution from our end. I want to apologize for the inconvenience this has caused you. It's truly disheartening to hear that something isn't working as it should, and we are committed to identifying and addressing any internal issues that may have contributed to your experience.
As a token of our apology and appreciation for your support, I would like to offer you an opportunity to trial our new and improved subscription with us, which launches in August. We genuinely value your patronage and want to show you that we're committed to delivering a better experience.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can personally assist you with the discount and address any outstanding concerns you may have. We appreciate your patience and understanding, and we genuinely hope to regain your trust.
Once again, I apologize for the recent letdown, and I appreciate you sharing your feedback. Your experience is important to us, and we want to ensure that we learn from this and provide a better service moving forward. Thank you for your continued support, and I hope that you'll consider giving us another chance to exceed your expectations.
Warm regards,
Molly, CEO
Books That Matter
Company is going under act now
Same experience as others, ordered subscription in March for friends 60th, no books- excuse that lost in post etc then when challenged no response. HOWEVER ty to reviewer who said got money back from PayPal, this worked for me too- don’t buy from this company
21 de mayo de 2023
Opinión espontánea
Respuesta de Books That Matter
Dear Angela,
Firstly, I want to express my sincerest apologies for the disappointing experience you had with our company. We deeply regret the inconvenience caused and understand the frustration of not receiving your subscription order for your friend's 60th birthday.
I want to assure you and anyone reading this review that our company is not going under. We have encountered some unexpected challenges recently that have impacted our operations, including delays in order fulfilment and communication. However, please rest assured that we are actively working to address these issues and improve our overall service. We have the full support of our accountants and Companies House in delaying our filing.
Regarding the lost-in-post situation, we understand how frustrating it can be to receive such an explanation. We take responsibility for any miscommunication or lack of response you experienced when you reached out to us for clarification. We are committed to enhancing our customer service and ensuring that every inquiry is addressed promptly and professionally.
I appreciate you mentioning that you were able to receive a refund through PayPal. While we are glad that you were able to find a resolution, it saddens us that it had to come to that point. We want to assure you that we are taking steps to rectify our internal processes and ensure that situations like these are prevented in the future.
Once again, I apologize for the negative experience you encountered, and I genuinely appreciate your feedback. We value each and every customer, and we want to regain your trust. If there is anything specific we can do to address your concerns or if you have any further questions, please don't hesitate to reach out to us directly at support@booksthatmatter.co.uk
Thank you for bringing these issues to our attention, and we are committed to making the necessary improvements to provide a better experience for our customers. We hope that you'll consider giving us another opportunity to serve you in the future.
Best regards,
Molly, CEO
Books That Matter
Totally ignored
Have emailed , Instagram messaged and being totally ignored. They sent me my tracking and it literally said the courier hasn't got the box and they're blaming it on Easter delays? So so disappointed. This is all whilst they're marketing this months box...and flogging last months box despite not sending mine!!
Paid 3 months worth and had one box, they then took a month off to sort their delivery out and nothing has changed.
I've sent countless emails and being ignored. It is so rude.
15 de mayo de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Kitty,
I want to start by offering my sincerest apologies for the lack of communication and the disappointment you've experienced. I understand how frustrating it is to be ignored, especially when you've reached out through multiple channels.
I'm truly sorry for the delay in delivering your box and for the misleading tracking information you received. Blaming Easter delays without taking responsibility is not the level of service we strive for. We should have been more transparent and provided you with accurate information about your order. Please accept my apologies for any confusion and frustration this has caused you.
I also want to acknowledge the inconvenience of only receiving one box despite paying for a three-month subscription. We understand that this is not acceptable, and we apologize for not meeting your expectations. The month we took off to address our delivery issues should have resulted in noticeable improvements, and it's disheartening to hear that nothing seems to have changed.
I'm truly sorry for the lack of response to your emails. Our customer service team is currently experiencing a high volume of inquiries, but that is no excuse for not addressing your concerns promptly and professionally. We are actively working on improving our communication channels, expanding our customer success team, and response times to ensure that every customer inquiry receives the attention it deserves.
To make amends for the inconveniences and frustrations you've faced, I would like to offer you a refund for the boxes you've not received, and a trial of our new improved format of subscription starting in August as a gesture of goodwill. We genuinely value your support and want to show you that we're committed to delivering a better experience.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can personally assist you with the discount and address any outstanding concerns you may have. We genuinely want to rectify the situation and ensure that you feel heard and valued as a customer.
Once again, I apologize for the rudeness and lack of communication you've experienced. We appreciate your feedback, and we're determined to learn from this experience to provide a better service moving forward. Thank you for your patience, and I hope that you'll consider giving us another chance to exceed your expectations.
Warm regards,
Molly, CEO
Books That Matter
Non-existent customer service
I placed a subscription order for my sister's birthday at the beginning of April, requesting via both the website chat and email that there is communication with my sister about delivery etc. She has recieved no communication at all, no delivery and I have had no response to several emails I have sent requesting information about when delivery will be made. Also, a link provided on the website and on my order receipt to print a gift receipt is broken so there is no viable way for a gift recipient to be informed they should expect a gift. To this point, other than the electronic receipt and the money being debited from my account, I have no idea whether my order is being processed at all or that I should ever expect a reply from this company. It's an extremely shoddy way to do business where customers have to post a review on sites such as these to receive attention to their most basic enquiries. I will be seeking a refund for this transaction as I see no basis that this company can deliver its obligations and that I will not have to waste cumulative hours attempting to get a response from them
26 de abril de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey John,
Firstly, I want to extend my sincerest apologies for the lack of communication and the frustration you've experienced with your sister's birthday subscription order. We understand how important it is for recipients to be kept informed about their gifts, and it's disheartening to hear that we have fallen short in this regard.
I'm truly sorry for the broken link to print a gift receipt. This is not the kind of experience we aim to provide, and I apologize for the inconvenience it has caused. We appreciate you bringing this to our attention, and we will address the issue promptly to ensure that future gift recipients have access to a proper gift notification.
Regarding the lack of response to your emails, I understand your frustration and I'm sorry for any delays in our customer service team getting back to you. We are currently experiencing a higher volume of inquiries than usual, and we have been working tirelessly to improve our response times and ensure that every customer inquiry receives the attention it deserves. I assure you that we are actively working to address these challenges and provide more efficient and effective customer support.
I genuinely want to make things right for you. As a gesture of our apology and to compensate for the inconvenience you've faced, I'd like to offer you a refund on your purchase, and the offer for your sister to trial one of our newly improved subscriptions FOC as of August. We want to show you that we take your concerns seriously and are committed to delivering on our obligations.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can personally assist you with the refund and address any outstanding concerns you may have. Your satisfaction is our top priority, and we want to ensure that we rectify the situation and regain your trust.
Once again, I apologize for the frustrations and delays you've experienced. We appreciate your feedback, as it helps us identify areas for improvement, and we're determined to learn from this experience to provide a better service moving forward. Thank you for your patience, and I hope that you'll give us another chance to exceed your expectations.
Warm regards,
Molly, CEO
Books That Matter
Nice idea, but took 2+ months to deliver
I really want to love this female-owned, feminist book business. I love their ethos, but in practice, they are not functioning. I used to be a subscriber to their box, but I stopped it after accumulating a lot of junk. Fine, it's not for me. Then I ordered two books during the period they were selling individual books, on 5th March. The money left my account but I did not get a confirmation email. I followed up on the 15th and was told they would arrive soon. They did not. I received a dispatch email on the 29th March. No books arrived. I've since followed up multiple times over the past two weeks, eventually asking for a refund instead, with no response whatsoever. They simply do not acknowledge their customers. I raised a complaint through PayPal and got a refund that way, but save yourself the hassle and avoid.
Edit to add: this order was finally received in mid-May, and the post mark confirmed it was not posted for over two months after I ordered. Not changing my rating.
5 de marzo de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Shona,
Thank you for sharing your honest feedback about your experience with our business. We truly appreciate your support and your appreciation for our ethos as a female-owned, feminist book business.
I want to start by apologizing for the disappointment and frustration you encountered during your interaction with us. It saddens me to hear that you stopped your subscription due to accumulating items that didn't resonate with you. We always aim to curate boxes that cater to a wide range of interests and preferences, and I'm sorry if we missed the mark for you.
Regarding your book order, I want to acknowledge the delay and the lack of communication you experienced. It's clear that we let you down in terms of providing timely updates and resolving the issue promptly. I'm sorry for any inconvenience this has caused you.
Since receiving your feedback, we have made significant improvements to our fulfilment processes and customer service team. We want to ensure that situations like yours are addressed promptly and effectively, with clear communication throughout.
I'm glad to hear that you were able to get a refund through PayPal, but I understand the frustration of having to go through that process. I want to assure you that we are taking your feedback seriously, and we're committed to learning from this experience to provide better service moving forward.
As a gesture of goodwill, I would like to offer you a trial of our new subscription format starting in August with us. We would love the opportunity to show you the improvements we have made and to provide you with a better experience. Your satisfaction is important to us, and we genuinely value your feedback.
Please reach out to me directly at Molly@booksthatmatter.co.uk so that we can personally assist you with the discount and address any outstanding concerns you may have. We appreciate your patience and understanding, and we want to ensure that we rectify the situation to your satisfaction.
Once again, I apologize for the inconvenience and frustration caused. We genuinely appreciate your support, and we hope to have the opportunity to serve you better in the future.
Warm regards,
Molly, CEO
Books That Matter
Love BTM
Love BTM… was gifted a subscription and loved it so much that I now gift to others. Would highly recommend for quality products, fabulous books & great customer experience… and added bonus that they shine a light on women entrepreneurs, creators and authors ❤️
15 de abril de 2023
Opinión espontánea
Respuesta de Books That Matter
Dear Victoria,
Thank you so much for your incredibly kind and positive review! We are thrilled to hear that you not only loved your gifted subscription but also enjoy gifting Books That Matter to others. Your support means the world to us.
We are truly grateful for your recommendation and your recognition of the quality products, fabulous books, and great customer experience we strive to provide. Celebrating and promoting women entrepreneurs, creators, and authors is at the heart of what we do, and we're delighted that it resonates with you as well.
As a token of our appreciation for your lovely review, we would like to offer you a complimentary month's subscription on us. We hope this allows you to continue enjoying our curated boxes and discovering more amazing reads.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can arrange your free month's subscription and answer any questions you may have. Once again, thank you for taking the time to share your positive experience. Your support and recommendation mean everything to us.
Warm regards,
Molly, CEO
Books That Matter
Really gone downhill
Really gone downhill.
Such a shame as I have been a loyal customer for many years.
I was owed 3 backdated boxes never arrived when I asked where the boxes were staff member EMMA asked if I would like the backdated boxes or refunds. After answering boxes was told they would be dispatched immediately.
After a while started to email/message what their immediately meant as still hadn't arrived.
Then suddenly I get refunds after clearly stating I would like the boxes.
When I sent an email asking why they had not sent the boxes but sent refunds instead guess what no reply 🙄.
Such a shame after all the hard work put into a company championing female writers and creatives for bad customer service to destroy it's reputation.
12 de abril de 2023
Opinión espontánea
Respuesta de Books That Matter
Hi Lou,
Firstly, I want to thank you for your loyalty and support over the years. Your dedication means a lot to us, and it's truly disappointing to hear that your recent experience has not lived up to your expectations.
I apologize for the confusion and frustration you've encountered regarding the backdated boxes you were owed. It's clear that there has been a breakdown in communication, and I understand how important it was for you to receive those boxes rather than refunds. The last thing we want is to disappoint our valued customers, and we were really disappointed to hear this decision had been made by our former customer service representative, and we're sorry this affected you!
I'm truly sorry for any delays in responding to your emails and messages. Our team is working tirelessly to handle a high volume of inquiries, but it seems that we have fallen short in providing timely and satisfactory customer service. I want to assure you that we are taking steps to improve our response times and ensure that every customer inquiry receives the attention it deserves.
Regarding the sudden refunds instead of dispatching the requested backdated boxes, I can understand your frustration. This miscommunication is on us, and I apologize for the confusion it has caused, we have a brand new team of customer success managers and we're very happy with their commitment to our customers. We genuinely value your patronage and the opportunity to rectify this situation.
To make things right, I'd like to personally ensure that you receive the backdated boxes you were originally promised. Additionally, as a gesture of our apology and appreciation for your loyalty, I'd like to extend an offer to trial our new format subscription commencing in August as a token of goodwill.
I want to assure you that we are committed to providing exceptional customer service and rectifying any issues promptly. Please reach out to me directly at molly@booksthatmatter.co.uk so that we can personally address this matter and make sure you receive the backdated boxes you deserve.
Once again, I apologize for any frustration and disappointment caused by this experience. We genuinely value your support and want to ensure that we regain your trust. Thank you for taking the time to share your feedback, and I hope that you'll give us the opportunity to exceed your expectations in the future.
Warm regards,
Molly
CEO
Books That Matter
The worst customer service, which is shame as their product is fantastic.
I've been an extremely loyal customer, but their lack of customer service is absolutely ridiculous.
The product is amazing, and I always love receiving my monthly orders. But the amount of times deliveries are late, missing, or forgotten about is just beyond ridiculous.
They don't really bother replying to you, and good luck if you place one-off order (You will end up waiting for your delivery for 3 to 8 weeks).
If they don't do something urgently to address their lack of manners and hire a decent customer service team I will have to leave. This breaks my heart as books are always 11 out of 10.
3 de marzo de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Viktorija,
Thank you for taking the time to share your feedback with us. I'm thrilled to hear that you find our product amazing and enjoy receiving your monthly orders. Your loyalty means the world to us, and we truly appreciate your support.
However, I'm truly sorry to hear about the challenges you've faced with our customer service and the recurring issues with late or missing deliveries. We understand that this has caused frustration and inconvenience, and I want to assure you that we take your concerns seriously.
First off, I want to acknowledge that we have fallen short in terms of communication and response times. We deeply apologize for not being as prompt and attentive as we should be. Please know that we are actively working on improving our customer service team to ensure that we address inquiries and concerns more effectively and efficiently.
As for the delivery issues, I completely understand your frustration with delays, missing items, and forgotten orders. We are continuously evaluating our delivery processes and working closely with our logistics partners to make improvements. We want to ensure that every delivery reaches you in a timely and reliable manner, as we understand the excitement of receiving your orders promptly.
To make up for the inconveniences you've experienced and as a token of our appreciation for your loyalty, we would like to offer you a trial of our new format subscription beginning in August as a gesture of goodwill. We genuinely value your support, and we want to show you that we're committed to addressing the issues at hand.
Your feedback is incredibly valuable to us, and I assure you that we are taking it to heart. We are actively implementing changes to our customer service practices and delivery processes to provide a better experience for our customers.
Please feel free to reach out to me directly at molly@booksthatmatter.co.uk if there's anything specific you'd like to discuss or if you have any further concerns. Your satisfaction is of utmost importance to us, and we want to ensure that we address any outstanding issues to your satisfaction.
Thank you for your understanding and for being a loyal customer. We're determined to turn things around and provide you with the exceptional service you deserve.
Warm regards,
Molly
CEO
Books That Matter
Extremely poor customer service
I have never in my life written a bad review for a company. Unfortunately the standard of service I've received from BTM has been so poor I feel I should leave an honest review for anyone considering buying a subscription as I wish I had read the reviews before purchasing my own.
I purchased a years subscription up front as a Christmas present last year. Since then I have been unable to log in to my account on both the website and the app, meaning I've been unable to track orders and also use the book club app which comes as part of the paid 'subscription'.
Customer service have repeatedly ignored all of my emails (3 sent since the start of the year now and still no reply) as well as my instagram comments asking for help. Despite this I can see that they reply to select comments on their socials and have even deleted several comments from unsatisfied customers.
I have eventually received my boxes but have received no communication from them whatsoever and am still unable to log in to my account nor get any sort of reply from customer service.
I appreciated they stated they have had difficulty with their chosen courier and have now changed this. However, I struggle to believe their poor service lies solely due to this issue. I also think it is unprofessional to blame another company for what has obviously been due to some of their error.
If I had read reviews prior to making my purchase (I will now do this in the future!) I do not believe I would have paid such a large amount of money to a business. I love the idea of the company however I just cannot recommend them due to such poor customer service.
23 de febrero de 2023
Opinión espontánea
Respuesta de Books That Matter
Hey Megan,
I want to start by thanking you for sharing your honest feedback with us, even though it pains me to hear about your poor experience. I sincerely apologize for the frustration and inconvenience you've faced with our customer service. As someone who has never written a negative review before, your words truly resonate with me, and I'm committed to making things right.
First and foremost, I'm truly sorry for the difficulties you've encountered with logging into your account and the lack of communication from our customer service team. It's not the experience we aim to provide, and I can understand why this would leave you feeling frustrated and unheard. I want to assure you that your concerns are being taken seriously, and we are actively working on addressing these issues to improve our customer support and response times.
Regarding the challenges with our chosen courier, you're absolutely right that it's not an excuse for the poor service you've experienced. While we have made changes to improve our delivery process and are now working with a new courier and fulfilment warehouse, it's clear that we've fallen short in other areas, including communication and account access. We take full responsibility for our mistakes and understand that blaming others is not how we wanted any communication about this to be seen as.
I'm committed to resolving these issues for you personally. To make up for the inconveniences you've faced, I'd like to offer you a full refund for the troubles you've endured. Additionally, as a gesture of goodwill, I'd like to extend an offer of a trial of our new subscription format starting in August should you decide to give us another chance. Your feedback is invaluable, and we want to show you that we're dedicated to improving our customer service and overall experience.
Please reach out to me directly at molly@booksthatmatter.co.uk so that we can expedite the refund process and address any outstanding concerns you may have. I genuinely appreciate your patience and understanding, and I want to ensure that we rectify the situation to your satisfaction.
Once again, I apologize for the shortcomings you've encountered. Your feedback has shed light on areas where we need to improve, and we're committed to making the necessary changes. Thank you for taking the time to share your experience, and I hope that you'll consider giving us another opportunity to serve you better in the future.
Warm regards,
Molly, CEO
Books That Matter
Great product, poor delivery partner
The books and accompanying goodies in the boxes are great. Unfortunately the company uses Evri (formerly Hermes) as their delivery partner, so one of my boxes was stuck with Evri for about... maybe 6-8 weeks. So - in summary, prepare to have delivery issues but otherwise the products are great.
13 de febrero de 2023
Opinión espontánea
Respuesta de Books That Matter
Hiya Vass - thank you so much for your lovely words and feedback! I am glad to say we have now changed couriers. Happy reading and best wishes, the BTM team x
Respuesta de Books That Matter
Hiya Amy - I am so sorry to hear this. I have sent you an email directly. Thank you so much for your patience as we resolve this matter, the BTM team!
Concept great, customer service horrible
The concept is wonderful and I would gladly keep supporting them, however their customer service is horrible. Over the last two and a half months no one has responded to my inquiries and neither have I received my last orders (placed in the beginning of November and December). Sadly, I will not be buying from them again.
12 de noviembre de 2022
Opinión espontánea
Respuesta de Books That Matter
Hiya Emma - I am so sorry to hear you have not received your last two boxes. I have sent you an email directly. Thank you so much for your patience as we resolve this matter, the BTM team!
i am absolutely so in love with books…
i am absolutely so in love with books that matter - i look forward to my box every month and always enjoy the read , thank you so much x
19 de enero de 2023
Opinión espontánea
Respuesta de Books That Matter
Hiya Rosa - thank you so much for taking the time to leave us this 5 star review! We appreciate this support so much, especially as a small business and team. Please pop us an email at support@booksthatmatter.co.uk confirming your ID, we would love to send you a gift x
Excellent box but poor subscription organisation
I'm actually really sad to be writing this review as up until 3 months ago, this would have easily been 5*+.
I received the box for well over a year now and have highly recommended it to many people. The books are varied, the boxes well planned and definitely excellent value for money. You can tell that the people designing these really put thought into them and it shines through. I'm always excited to receive them. The boxes alone are definitely 5*
I completely understand and sympathise with how frustrating (and needed) the mail strikes are and must be for a small business. However, I feel the communication before Christmas was incredibly lacking.
I only received my November box at the end of December and whilst postal strikes can be a contributor as I imagine to received the boxes components, my box is delivered by evri so it didn't even enter their system until much later than it should have. This was only communicated when I emailed asking for a prompt and there really should have been communication as soon as the company knew there would be a delay.
I am yet to receive my December or January box, both of which have been paid. One pro is that they learned for the November mistake and acknowledged there will be a delay with December's but they are now running a whole month behind approximately which, frankly, is not acceptable for a monthly subscription. I've therefore had to cancel my subscription for the time being until they sort out their infrastructure. It was also incredibly disheartening as a regular subscriber to see special Christmas drops promoted when subscribers were not even getting their boxes. It seems expansion has been prioritised over maintaining what already works.
Pros
Good value for money
Variety of reads
Thoughtful, themed boxes
Cons
Communication with customers
Prioritising new launches over fulfilling subscriptions
17 de enero de 2023
Opinión espontánea
Respuesta de Books That Matter
Hiya Jade - thank you so much for your review! I can completely appreciate that the past few boxes being delayed has hindered your overall experience. We have taken all of this onboard and will be making sure that all future boxes run on an even tighter schedule than before. We are also looking into working with other courier services to give an option to our subscribers for faster delivery. Have a wonderful day, the BTM team x
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