Review Time
I love my kobo! I had a B&N nook for a long time until it finally stopped working, and I really missed having an eReader. However, I didn't want to have to buy every single book I wanted to read, and when I learned that the kobo seamlessly partners with public libraries, I was sold. I have the Clara, and it was supremely easy to set up and start using it. I charged it when I first got it, a few weeks ago, and the battery is still over 70%! This is such a good gift for any reader.
I have some gift cards for a service and needed a new device... but unfortunately, the gift cards can't be applied towards that purchase—only for subscriptions. It's quite odd that I can't use a gift card meant for the device to actually buy it. If anyone is paying attention to the service's response, they confirmed that gift cards can't be used for the device. It's a peculiar way to manage a business.
I enjoy my device, but unfortunately, pixels started malfunctioning after 11 months. Initially, they were reluctant to replace it due to pixelation but offered to connect me with a company for screen replacement. I expressed my desire to remain a customer but not if the reader was replaced. They agreed to replace it, which would take 2 to 3 weeks. However, the replacement was incorrect. I received a different model and was informed it would take another 3 weeks to get the correct one. It’s frustrating that they couldn’t resolve their mistake more quickly. It will be 6 weeks since returning the faulty device before I receive the correct replacement. At this point, I’m considering switching to a competitor.
My issue was a bit frustrating, but they handled it exceptionally well. I wanted to purchase a subscription for someone and thought a gift card would work, but it couldn't. I needed my money back to give it to them. When I reached out to customer support, I started with a chatbot, but it quickly connected me to a person at 9:30 on a Saturday night! They listened and said they would escalate it, promising to contact me within 2-4 days. Later that night, I received an email confirming my refund was processed and would appear within 3-6 days. I even got an email from my bank confirming receipt of the refund. I believe the representative must have worked on my issue after our chat because everything was resolved within HOURS! Amazing customer service. Thank you!
I successfully placed my order, but after a week with no shipment, I reached out multiple times. The product was out of stock, and mine never shipped. I'm quite unhappy with the resolution. They eventually provided a credit but didn't offer a solution to get the high-demand product when it becomes available again! Terrible customer support.
I ordered my remote on December 2nd, and it still hasn't shipped. I've contacted customer support several times and keep being told someone will 'check with the internal team.' No one can provide a timeline or actual solution. I asked to cancel the order and get a replacement, but was told I can't do that until the investigation is complete. Meanwhile, my money is being held with no explanation or resolution, which is unacceptable. I've confirmed on forums that this issue is affecting multiple customers, so it's clearly not isolated. To make things worse, I received a promotional message the next day claiming the remote is still in stock—clearly untrue since my order hasn't shipped. I had to reach out to several customer service reps daily until one finally took action. I never got written confirmation of the refund or credit to my account. As a paying member, this experience has been incredibly frustrating. I won't be making any future purchases.
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