A letter I just submitted through Chapters’ online Customer Service form:
I am completely and utterly disappointed by the way the Harry Potter release “delivery day shipment” was handled.
I’m not sure whether it was an issue with Chapters, or with Canada Post, but my order was NOT delivered today, Saturday July 21st by the time of writing (9:40pm). Canada Post’s tracking information states the book is still “out for delivery” as it has been since 8:11am.
I have never had issue receiving orders from Canada Post at my apartment before – they manage to deliver my mail daily, and yet I have not received my order, nor any slip on my door or in my mailbox stating that they were unable to make a delivery and I should pick up my book at a postal outlet. The tracking website also has not been updated to state that an attempted delivery was even made.
I believed in the promise that Chapters and Canada Post made to their customers, that pre-orders received by a certain date would be honoured and delivered between 8:00am and 6:00pm today.
Because that promise was broken, I will be returning my copy of Harry Potter and the Deathly Hallows whenever it arrives, and purchasing it instead from an independent book retailer.
I purchased from Chapters because I believed your organization had the corporate skill and ability to effectively partner with an organization that would deliver my book, conveniently, as promised, on the day of release.
Instead, I have wasted an entire day waiting for a promise that wasn’t fulfilled. And it will certainly cause me to rethink my decision to purchase from Chapters – either in-store or online – in the future.
Canada Post will be getting a similar tirade, once I have access to a browser that is compatible with their site. Anyone else have this problem, and anyone know of a store (that isn’t Chapters) where I can buy a copy of the damn book tomorrow?
Update: July 25/07
Chapters = Awesome
Canada Post = Not so much.
Chapters was really accommodating responding to my request, taking my return at the store and refunding my purchase including shipping. They have apologized profusely, and basically done everything right.
Canada post told me initially they couldn’t help, and when pressed, relented to “sending a message to the depot, with instructions to tell all carriers to always attempt delivery.” Considering Chapters’ site stated that posties were already instructed to attempt delivery whenever possible, I don’t have much faith in their instruction. I was also explicitly told that I shouldn’t expect a follow-up.
I am still not impressed, and disappointed on Chapters’ behalf, because while they did everything right I still won’t buy from them if they partner with Canada Post again for a release like that. I hope they’re wise enough to use a more reliable courier if there is a next time.