Analysis of 6 506 reviews shows that Book Depository’s international free shipping would mean the world to their customers

Founded by a former Amazon employee, Book Depository is a UK-based online book store that offers free shipping to over 160 countries. Although, it seems that the delivery itself can take forever.

Why do we say this?

The topic “received” occurred in 17% of the reviews and has an average grade of 2,66 / 5. This indicates that it’s mentioned in a negative way. It was mentioned among the reviews that some customers didn’t receive their products within the time frame they were promised to be delivered.

This leads us to the topic “contacted” that has an average grade of 2,20 / 5. This topic occurred in 11% of the reviews. Some customers experienced it to be difficult to get any help to solve their issues, concerning their orders not being delivered. There were some complaints about receiving generic emails from customer service that seemed to be automatic replies.

“Post” is a topic that occurred in 4% of the reviews and has an average grade of 2,63 / 5. It seems that on some occasions, customer service tends to refer customers to get in contact with their post office to receive help regarding orders that haven’t been delivered. However, this seems to have been problematic due to the fact that the post office cannot help without a tracking number. According to some customers they never received any information about a tracking ID.

Book Depository could be in need of a new way to handle the shipping of their products. It could be beneficial if they had a more structured protocol. For instance, one that contains guidelines regarding tracking numbers and how to proceed if you haven’t received a tracking ID. 

It could be that they need to change some of their shipping estimates to avoid disappointing their customers. They may also need to expand their customer service, in that way they could provide their customers with more personal replies and guidance on how to solve various issues.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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