Books ordered from UK for Christmas turn up weeks too late

Wednesday, 17 January 2018

Book Depository blames NZ Post for the huge delay.

The ghosts of Christmas past have turned up to haunt a Wellington book buyer.

She bought three books from British-based online retailer Book Depository in mid-November and two in early December as Christmas presents.

At a New Zealand storehouse in Ngaio, Wellington on Kaiwharawhara Road 5am is the busiest time of day.

Book Depository said it guaranteed they would arrive in time for the big day.

The books finally turned up on Monday, long after she had bought replacement gifts, and nearly two months after she completed her first order.

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The New Zealand Post storehouse in Ngaio, Wellington. The company said the delivery problem was not at the New Zealand end.

The woman, who does not want to be named, said she was more than a little frustrated and disappointed that the guarantee was not fulfilled.

When she queried the books' whereabouts, Book Depository staff advised her to check with her local postal service.

A customer adviser then apologised on Monday for the 'disappointing experience', blaming New Zealand Post for the holdup.

'Unfortunately, we have since been advised that there had been a backlog with deliveries by NZ Post, which caused the delivery delay.'

However, an NZ Post spokesperson denied there were any problems at its end.

'Incoming international parcel volumes are always regularly monitored and we are currently not aware of any significant processing delays during December, from when we received items from the airlines.'

It was difficult to comment on what may have happened, as Book Depository parcels had no tracking capabilities.

'From when her parcel arrived in New Zealand and was processed at our International Mail Centre in Auckland, it should have been delivered within three working days, depending on where she lives in the country.

'It is unusual that any delivery timeframe would be guaranteed, as there are a number of reasons why delays do sometimes occur.

'We regret and apologise we cannot provide a more definitive answer as to what has happened on this occasion.'

It said it was in talks with Book Depository's logistics partner to ensure Kiwi-based customers were receiving the best possible service.

Another Book Depository customer has reported a similar situation, with four books ordered on December 3 not arriving until last week.

The order confirmation stated that delivery from the UK would take between five and 10 days.

Maggie Edwards, of Consumer New Zealand, warned shoppers looking for a bargain overseas to be vigilant of online retailers' terms and conditions.

Kiwis did not have the same rights if shopping outside New Zealand. 'You are subject to their terms and conditions, which vary country to country.

'But if you've paid by credit or debit card and strike a problem with the retailer, you can contact your bank and ask for a chargeback.'

Book Depository has offered the Wellington woman a 10 per cent refund.