Many years ago, I joined a book club called Zooba. I had been in book clubs before, so I knew the routine. What struck me about Zooba was it had a wide range of types of books and a simple, yet detailed, user interface on their website. I was a happy customer of Zooba for a long time.
Then, one day, they were sold to the same corporation as the one that owns Book of the Month Club. The new corporate parent renamed them BOMC2, but otherwise left the website alone.
Roughly a year ago, all that changed. They shut down the website for over a month, then brought it back with less than half of its functionality restored. All of the history of books received was lost, dates when books would be shipped or when I would be charged for the books could not be determined, and no one there would give any honest answers to any questions I sent them. All I could get was canned responses that did not even address the issues I raised.
Finally, I gave up on them. I told them to close my account. It took several requests to get them to do so, but they eventually did — and sent me no less than 3 emails saying that my account was now closed.
The last book I received from them came with the usual bill that said it was prepaid as part of my subscription. In other words, I did not owe them anything more for it than I had already paid at that point. So, naturally, I considered them done and out of my life.
Alas, Bad Customer Service was not limited to dealing with them as an actual customer. They continued to show that they have no idea what they are doing even after my account was closed.
First, they sent me an email saying my account was re-opened because they had sent me another book. As I had canceled all of my orders when I closed my account (literally, I deleted every book on my list of books wanted from them), this was not a book I had requested. Per my understanding of Postal regulations, items received in the mail that were not ordered do not have to be paid for, as they are considered to be gifts. This regulation was put in place to prevent scammers from sending out unrequested items and then demanding paying. I notified BOMC2 through every available channel that I would not pay them for a book I had not requested. And I demanded that they re-close my account and stop all further communications with me. They sent me an email saying my account was closed.
Second, they decided to “double down on the dumb” by not only refusing to admit that the book sent after my account was closed was their mistake (and, legally, a gift to me), but they also claimed that I had not paid them for the last book received while I was still a member. As that was received with paperwork that showed otherwise, I don’t believe them.
Third, even though I have repeatedly explained this to them, they continue to send me bills for a book that was pre-paid and a book that was not ordered.
For all of these reasons, BOMC2 is at the top of my list of BAD CUSTOMER SERVICE and I highly recommend that everyone who reads this avoid BOMC2 and any other book club owned by Book of the Month Club or their affiliates.
This is the sort of thing that makes me glad I have a Kindle and a Nook, so I can just get the ebooks and avoid the hardbacks.