Difference between good and mediocre business is simple. One gets the product right, the other - the product, the service, and error correction. Goldsboro got the product. It does not have customer service and does not acknowledge let alone fix errors (there are exceptions but they are down to individual employees, at odds with the rest). Two examples. One, shipping. The shop claims “professionally packed” etc. What it means in practice is that you get your books in one size fits all box and tons of bubble wrap. Yes, your book arrives safely but how is creating so much waste “professional”? Two, Goldsboro offers the option to request matching limitation numbers e.g. when collecting series. Sometimes they may send you the wrong number. Ok, that can happen. But try fixing it ie return / replace, you get radio silence back. Few other little things that add up to poor user experience. Your orders aren’t searchable, you can only click-open each individually. So if you pre-ordered something 5 months ago and forgot, high chance to double order (compare to Amazon’s “last purchased on …” alert. You cannot cancel order online, you have to email. There is no way to check refunds online - you need to monitor your credit card statement. Loyalty scheme is rudimentary at best, shipping costs are high (prepare to pay 5.50 for a 16 pound book unless you live close enough to collect), free shipping if you spend X is not offered, etc etc. All small things, perhaps. But they add up to what another reviewer described as “they don’t like their customers very much”. I am keeping 2 stars, one for the product - and another for the couple of employees who do try their best. In the meantime, explore alternatives - Broken Binding, Forbidden Planet... This one may may be living off past brand value glories.
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