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Topic: eHarlequin messed up my order...

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Subject: eHarlequin messed up my order...
Date Posted: 2/24/2010 8:39 AM ET
Member Since: 6/26/2007
Posts: 87
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Hi all,

I just wanted to know if anyone had had eHarlequin mess up an order on them before? I ran into a problem when I received an order on Monday. I'd ordered a few books, none of them duplicates, but I received two copies of one book instead of two separate, entirely different books. The right book is listed on my invoice along with there being one copy of each, and I wasn't charged incorrectly, so I know it was a packing error. Someone probably thought they hadn't put in the one copy or something like that and didn't think to check.

I e-mailed the customer service department on Monday and so far have gotten no response. I offered to return the book as an exchange of some sort, but I'm wondering if they would even do that? (Does that only work for clothes? Haha.) I just wanted to know if anyone had had a similar experience or knew how eHarlequin handles these things.

Date Posted: 2/24/2010 10:14 AM ET
Member Since: 5/16/2009
Posts: 8,280
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Try calling them on their customer service number (should be on your invoice)... You'll get an immediate response, & they're very good about resolving any shipping issues.  I've been a customer for years, and whenever I've had an issue, whether I received a damaged box, it got wet, or some issue with the pages of a book I received, they are always quick to replace it immediately... I've even had them replace an entire order if the box gets wet. (I've asked them why they don't use plastic too!! They just say they'll re-ship the books... I guess that way is more cost effective for them??) 

They've never wanted me to return anything... probably not worth their trouble!

Good luck- I doubt you'll have a problem!

Date Posted: 2/24/2010 10:16 AM ET
Member Since: 9/21/2009
Posts: 1,170
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I ordered from them alot prior to PBS.  Never had an issue with shipping.  One time they said that hadn't received a payment and I had to send them a copy of the canceled check.  That took awhile to resolve. 

 

It will be interesting to see what they do to resolve your issue.  Will they charge another shipping charge(with only 2 books and a $25 limit for free shipping I'm assuming that you paid one).  Will they make you return the book?  If they do, they'd better be sending you a call tag.  No way I'd be paying shipping when it was their mistake. 

Date Posted: 2/24/2010 10:21 AM ET
Member Since: 5/16/2009
Posts: 8,280
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They've never charged me again for shipping, or asked me to return any incorrect or damaged books- as I said, I've been a customer for years and I've never had a problem with them!  They've always been very quick & gracious about correcting any issues... just call...



Last Edited on: 2/24/10 10:22 AM ET - Total times edited: 1
Date Posted: 2/24/2010 11:23 AM ET
Member Since: 6/26/2007
Posts: 87
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It was actually a bunch of books, not just two-- I did get the free shipping for my order. That's why I think it was a packing error-- with the amount of books, they probably just stuck two copies in without looking through at the end to see if they had it right. I'll try and call later today or tomorrow if I don't get a response to the e-mail, and I'll be sure to update you guys on what happened. Thank you!

Date Posted: 2/24/2010 12:14 PM ET
Member Since: 6/26/2007
Posts: 87
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Okay, just gave them a quick call and the service rep was really nice about it-- they're going to send out the missing book no problem; I can keep the extra copy. It's WLed for a couple people here on PBS, so I guess I'll send it out :)

Date Posted: 2/28/2010 3:29 PM ET
Member Since: 3/25/2006
Posts: 240
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There must be something in the water at eHarlequin (or maybe they're all distracted by the Olympics <g>) because I just received my latest order and they goofed.  Instead of a/the Harlequin Blaze that I ordered, I received a Silhouette Romantic Suspense that I didn't order. 

 

 

 

 

 

 

Date Posted: 2/28/2010 10:57 PM ET
Member Since: 6/24/2005
Posts: 356
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They are great with customer service, glad to see you got right through to them on the phone.  I once had an order not received which they replaced right away only it was the same as a previous order.  They said to keep those 4 dupes and resent the correct ones.

Date Posted: 3/1/2010 7:39 PM ET
Member Since: 6/26/2007
Posts: 87
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Nice to see I wasn't the only one with a problem! I hope some poor employee isn't taking all the flak for it. I'm pretty sure they employ a lot of individuals to do the job, and they must have tons of orders to take care of in an individual day. I'm glad they're so nice about fixing their mistakes, though.