Short version: I did not get a refund on a book I returned to them. I returned a book to them in November following their instructions for their returns policy and heard nothing back. I never received my money back, or an explanation, despite numerous attempts to contact them. They are not reachable by phone and took a long time to respond to my emails. It's now February, I have given up hope of getting my money back, I am extremely disappointed, and I question the validity of the company. Long version: I ordered a book from Blackwell's via Abebooks. I ordered the paperback instead of the hardback. The entries on the website are almost identical. I telephoned Blackwell's and got an answerphone message saying, We don't answer the phone and we don't listen to voicemail messages. I emailed them asking if I could exchange and my email request was put in a queue. Eventually they replied and said, we don't do exchanges but you can return the book and reorder. They told me to send the book with certain numbers written clearly on the envelope, which I did, and they said as soon as we receive your book in the warehouse we will action your return. I sent the book to them on 16th November 2020 with all the numbers clearly marked on the envelope and to the correct address. I heard nothing back. I waited two weeks and when I went to email them I noticed an email from a completely different member of their team saying, we haven't heard anything from you, can we assume that you don't need any more help and we can close this query? This email was apparently sent the week before. I had not seen it, nor did I receive notification that I had a new email from them. That was why I wanted to phone them, and I was starting to realise why they don't pick up the phone. Confused, I replied and explained that my query hadn't been dealt with and that I had sent the book back. I heard nothing back. Then a long while after that I got an email from yet another member of their team asking for proof of purchase with no other explanation. Had they lost it? Were they not willing to process the refund? I sent them a photo of my postage certificate, issued by Royal Mail. I complained and said, it's very difficult to communicate with you, and now I don't know if I'm going to get my money back. I told them I was never going to use their services again. I heard nothing back. I am still to receive a refund and/or an explanation. I have given up hoping that I will. I am extremely disappointed.