I think Wordery might be one of the worst companies I've ever had to deal with. It's a shame because I'm always on the look out for a more ethical supplier of books rather than having to resort to Amazon and, from their website, it looks like Wordery fits the bill. Their website appears friendly, jovial and non-corporate, even down to profiling the staff who work for them. However, I have found this to be a front. Don't be fooled by it. It's just a pretence. From my experience, they might like to make out that they're different to a large corporate entity like Amazon, but in my opinion, they're just as bad. I ordered a book and it arrived with some damage to it. So I contacted them via their contact form system on their website. I was advised in the automated reply that it would take 24 hours to respond. Fair enough. This was on a Saturday at mid-day, so I didn't expect a response until mid-day Monday at the latest (as they don't work Sundays). However, they didn't respond until well into the afternoon on Monday, so after the 24 hour period had elapsed. This didn't initially annoy me because at least they were responding but it did quickly get annoying when I read their response. They asked me for a picture of the damage. Now, why hadn't the option to do this been included on their website contact form in the first place? I could have attached a picture straightaway, now there was going to have to be a further delay to the proceedings. Bearing in mind the situation, where I've spent money out and received damaged goods back, any delay in these circumstances really is unprofessional and discourteous to your customer. Anyway, I dutifully sent off a picture of the damage. Which was when it got worse. Another 24 hours passed by and nobody bothered to get back in touch with me. Now I was exasperated. I could understand keeping a customer hanging over something like a stock enquiry or some other general enquiry but when a paying customer has received damaged goods, you shouldn't keep them waiting nor should it take this long for a customer to be able to organise a return. It’s completely unacceptable. It’s more than unprofessional. As far as I’m concerned it shows a real lack of interest in actually providing good customer care or even being interested in your customer’s feelings. Thankfully, I had paid through Paypal, so I decided to raise a dispute with them and contact them through Paypal, hoping that might light a fire under them to get moving. Unfortunately, this proved to be a mistake. You see, I was after a replacement copy of the book because Wordery actually had the cheapest price available so to get it elsewhere would have meant having to pay more money out. So you can imagine how annoyed I was when I received an email telling me that I had been refunded. This wasn’t what I wanted. Wordery should have contacted me first to ask what I wanted, (the usual options I find are a discount, a full refund or a replacement). They shouldn’t have just issued a refund without consulting me first. Like I said before, a lack of customer care or even an interest in what your customer wants. I suppose I could have just re-ordered it but, given my experience, I wasn’t sure I wanted to use Wordery again. The last straw came when they asked me to return the book by putting it in a post box. This I couldn’t do as they had sent it in a large parcel that wouldn’t fit any of the post boxes in my local, small town where I live. This meant potential further hassle for me. So I decided to make an official complaint to their Customer Services Manager. A waste of time. The response was overly defensive. They were more interested in defending their actions rather than just apologising for them. Their comments were also incredibly patronising and, to me, made me feel like the bad guy and that I was being unreasonable. They more or less called me a liar over the post boxes issue and had no sympathy for my situation whatsoever, quoting Royal Mail that the parcel should fit. But what was worse was that they downright lied to me to try and cover up their lack of customer care. I was told that the only way to resolve the problem was to issue a refund because that is how Paypal works. Utter rubbish. I’ve had to open disputes with Paypal in the past and have always been able to have a dialogue with the seller before any final decision is taken as to the resolution. Basically they had mucked up and didn’t want to admit it. I think I would have more respect for them if they’d just apologised and accepted that they were at fault, rather than trying to make me feel bad for not appreciating how wonderful they are, but they just couldn’t do it. What makes things worse is that this isn’t the first time I’ve had trouble with Wordery. I had a problem a couple of years ago where I ordered a book and it arrived absolutely creased to hell and you could tell it hadn’t been damaged in transit and that it had just been sent out like that. Anybody who thinks that it’s acceptable to send out things in that sort of state isn’t worth your custom. I suppose I shouldn’t have ordered from them but I couldn’t resist the cheaper price. I won’t be doing that again. So, please, take your business elsewhere. There are plenty of other genuine and good ethical booksellers out there, like Hive, who are really worth your time. Wordery isn’t. Don’t be fooled by their nicey-nicey website. Because I tell you this: entropy will devour the universe before I shop with Wordery again.