| Address: | The Book Basement, One Infinite Mile, K38, 3rd Floor Malviya Nagar, New Delhi 110017 |
| Website: | www.thebigbookbox.com |
I placed an order for two limited edition book boxes on March 31st, 2021. Both products came with a guarantee to ship before a specified date or they'll provide you with a full refund. They've since removed this claim for one of the boxes I purchased (The Shadowhunters Box), but for the Night Circus Box their projected shipping date was August 31st, 2021. The shipping date for The Shadowhunters box was before August.
Since placing this order, I've submitted 3 tickets.
The first ticket was submitted July 24th, 2021, inquiring why the Shadowhunters box hadn't shipped and received the following response: "Thank you for getting in touch. The Shadowhunter boxes will be shipped sometime in the month of August. The timeline for the Night Circus box is yet to be decided. The tracking details will be sent on your registered mobile number once they have been shipped through which you can track your order. Rest assured, your box of happiness will definitely be worth the wait and bring a smile on your face. Until then stay safe, and take care of yourself, "
The second ticket was submitted September 8th, 2021, again inquiring about why the Shadowhunters box had yet to ship despite being informed it should be sent in August. I also asked why they did not openly address shipping delays - they never send out mass emails informing customers of WHY their orders are delayed. They at some point had a shipping updates page, but this was not kept up to date. Their response: "Hope you're doing well. Apologies for the inconvenience and delay caused. Some of the shadowhunter box goodies are yet to come from the vendors. The box will be shipped by the end of September. Rest assured, your box will be delivered to you soon.
I hope I was able to address your query, If you need any further assistance, you can reopen the ticket by replying back to this email. I will be more than happy to reply back with a resolution."
Third ticket was submitted December 5th, 2021, AGAIN inquiring about why my box hadn't shipped. I pointed out they had already assured me it would ship on other previous dates and they were wrong about both. At this point their shipping updates page hadn't been updated in over 2 months. Their response: "Hope you're doing well. I have been updated that the Shadowhunter box will be shipped by 3rd or 4th week of December. We are still waiting for a couple of goodies to arrive from the vendor. I understand that it's taking too long, I assure you, your box will be shipped out to you before the end of this month.
I hope I was able to address your query, If you need any further assistance, you can reopen the ticket by replying back to this email. I will be more than happy to reply back with a resolution. "
I find it incredibly unprofessional that they do nothing to update their customers on the status of their orders, and if you want any update you need to actively seek out their customer support. Additionally, as seen from the emails, they consistently "reassure" you that the product will ship at some other specified date - not a "maybe" of "possibility" of being shipped, but a statement that tries to reassure you that it will definitely ship during that particular time. This has proven to never be the case. Their customer support is unreliable and merely writes things to appease the customer instead of being open about the situation and publicly addressing delays. It's incredibly infuriating.
It has now been nearly 10 months since I placed the order. I sent a 4th ticket today asking for a full refund as I'm confident they won't deliver, and if I ask when they're going to ship I'm sure I'll just receive the exact same kind of response as in the previous 3 tickets.
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