I’ve had some fun invoices too: I queried carriage charges, ended up with credit notes for the books and only the carriage charges to pay. Very, very tempting to just accept them but conscience wouldn’t let me: now — hopefully! — sorted…

Like John I thought there was light on the Horizon as I too have just recieved in my first 24 hour deliver (well taking into account the weekend of course) but no it was in fact a false horizon, the sort you get in airplane cockpits just before they crash and burn!
Why you ask?? well rahter like John the invoice was stuffed up royally and on my favourite red reg topic as well! on my Select Order from the new catalogue!
Yes you guessed it – every single item charged at full price despite and let me reiterate that DESPITE the fact that on the invoice under Pormo Code it even states:
CR WINT SA!!
So okay I could almost let last times go )ok lying to myself there no I couldn’t as after 5 orders and all wrong it was tedious!0 but we could put it down to new system problems.
This time though – nearly 2 complete months into the new system and on a new promotion!! nope no excuse really possible. It is bad enough that half the listed winter sale products are listed as out of stock again (and that on the first day I can order them in!) and I can’t get an actual answer out of anyone at STLD to put my mind at rest and assure me that these products will be in stock at some point before the promotion ends so I don’t look like I am trying to scam the customers with false and misleading sales promotions! all I get is platitudes and excuses in the gerneic sense.
So do I think this is getting better – no.
The question now is can I be persuaded at any point to trust STLD again in any meaningful way or have they just burnt the boats out from under them at a time when they most need to be able to convince me that they are where I need to be spending my money as things get tighter.
Sorry customer service team – we know its not your fault (and no I did not take any of this out on the team as it’s not their fault, that’s why I am ranting here!) but it isn’t ours or our customers either, and you know what? my customers seem to have absolutely no problem at having a go at me face to face at all or over the phone so I do know exactly how they feel.

I have also received two orders this week that came in 72 hours, with invoices, and were largely correct. This represents a big improvement on where things were … at the moment I would far rather have correct deliveries in 72 hours than chaotic ones in 24 hours.

I would like to echo Andrew’s comment in his other post – have a good break over Christmas, STL staff (especially customer services). Thanks for all the efforts you have put in to get this sorted.

Hopefully our friends at STL will have a chance to regroup, take a much needed break over the Christmas period, and return refreshed to the fray. Every blessing, folks- you have had a huge amount to deal with, and I have a high regard for those in Customer Services have tried their best to help us through this. Much appreciated.

Dear Elli, sorry you’ve been having a hard time from bookshops – there is no excusing bad behaviour. You’re right books aren’t essential, but to some people their jobs feel pretty essential, Christmas is when businesses make or break and if books only arrived 2 days later it wouldn’t be a problem, for some of us it’s more like 2 months. So when they don’t arrive it’s more break than make. That’s definitely a stress.

Still, you’re right to call us on our witness and to be grace filled under pressure.