Wyvern Business Library

Reviews

• Practical Books For Business

  In March 1997, I ordered a book from WBL on behalf of a client - BUSINESS PLANNING SUCCESS. An acknowledgement of my order arrived, confirming that the book was on ten days' approval, but the book did not arrive. Every time I telephoned, I was told that the book had been despatched and would arrive shortly. The approval period ended and still no sign of the book and my client asked me to cancel the order. I telephoned WBL to cancel the order and was told that I could not cancel as the book had been despatched, but when I again told them that the book had not arrived, all they could say was that it had been sent. About a week later, I received a Statement of Account, so I telephoned them once more to inform them the book had not arrived, nor had I received an invoice. I was told that the matter would be looked into and someone would telephone me back. Nobody did and then the second Statement arrived. This time I asked to speak to the Company Secretary, but I was told that the CS did not speak to customers and the Credit Controller was not available. So I spoke to one of the troops and again advised them that I had not received the book and I had no intention of paying until I did. The next couple of statements I returned to WBL, endorsed to the effect that I had not received the book, as previously advised to them on manifold occasions. The next Statement I received had a letter attached - from Ian Rutherford, General Manager, requesting immediate settlement or legal action would ensue. I telephoned to speak to Mr Rutherford but was informed he was unavailable at that time, but a note would be left asking him to return my call. He didn't and two days later when another letter c/w Statement arrived from 'JB Fanning - Legal Department', I telephoned again to speak to Mr Rutherford but was informed by a minion that he could not speak to me as the matter was now out of his hands and in the Legal Dept. The next thing that arrived was a letter from Commercial Collection Services threatening County Court action. I telephoned them straightaway and spoke to a Mrs J Hall, who noted my comments and said she would advise her client WBL. Two days later, I had a phone call from Jean Oram at WBL saying that she had no record at all of my having contacted WBL about the non-receipt of this book. When I gave her the names of the two women I had spoken to time and time again, she told me that she could not really comment as one woman had left WBL's employ and the other one had died. I was told that she would get back to me, but she didn't and when I phoned CCS again, I was informed that their client had decided to drop this matter. But no apology and still no book - that was the last I heard from them.

  10

  Hugh O.
  Review Date: 28/10/2010 Report review