Routledge Reviews

Awful customer service. They do not dispatch when they say they are going to. They take days to respond to messages. I wish I had seen the reviews before placing my order.

My experience with this company was absolutely terrible. I purchased the book November 25th and paid an extra $10 for 3-5 day shipping. On December 1st, I reached out to the company both by email and phone expressing that I did not receive a shipping confirmation and would like to cancel the order. Because the book took too long, I had to purchase the ebook to complete my classwork. After going back and forth with this company, I was told I could not cancel the item because it was already shipped. I asked to cancel the order on December 1st, and the company SHIPPED the order against my wishes on December 6th. Which I can prove with the Fedex tracking log. When the book arrived on December 8th (13 days later), I was told I cannot return the item. They are stating that I can not return the unopened item that is in the original box because of policy reasons. Now I have two copies (the ebook and print) when I only need one.

ANY PROFESSOR/ COLLEGE INTERESTED IN USING THIS PUBLISHER SHOULD AVOID IT AT ALL COSTS!

ANY STUDENT WHO NEEDS THIS BOOK, AVOID IF POSSIBLE. IF YOU CAN'T, ORDER THE ITEM FROM SOMEWHERE ELSE.

Advertises delivery in 3-5 days. I needed it in 7. Actually delivered in 10 days - they didn’t despatch it for nearly a week. Rear cover slightly damaged too. Will not buy from them again.

I honestly hate to leave a bad review and have done so only one other time ever. Several weeks ago I attempted to order a complimentary desk hard copy of a textbook for a new class (for another instructor). We are adopting this textbook. I requested the text book be delivered to my home address during the summer, but Routledge automatically also added my college address on the shipping label (they put two destination addresses). So the USPS sent it back as they were not sure on where to deliver it to. I called customer service and they told me about the two addresses, where they automatically generate the college address. The customer service representative told me this has been an ongoing issue with other customers. She said they were going to reprocess the order and I would receive a confirmation email, however that did not happen. I was unable to reorder it online since I had already done so when it was sent back. I called again to customer service and the representative was unsure on what to do. She said she would get back to me, that never happened. I emailed the sales rep for my area, she said she felt bad for me and and indicated she did not know what to do but she was including someone else on her reply email who she said is very responsive (the sales rep did nothing beyond that). The person she included turned out to be sick that week, completely understandable. That was over two weeks ago and I have attempted to follow up several times since then with no resolution. On August 5th, I received an email asking how I like the textbook I received. The same email said if I did not receive it to contact customer service, again tried that twice with no success. Today, August 7th, I received an email that indicated it was shipped in 6/30/22, which was the time they put two different addresses and it was sent back. I have been attempting to get this resolved for weeks. Very poor service in shipping, customer service, and sales. I have never had this issue with any publisher in 15 years as an educator. The instructor I am ordering this for prefers a hard copy otherwise I would have gone with an electronic copy. I am finally giving up and ordering a copy from Amazon out of our budget.

1. Ordered from EU, 9% import tax directly charged to credit card, even though it was not mentioned in the order. But I guess it's OK.
2. Waited for a month, no delivery, no contact, nothing. Sent an email to ask for the status and got a reply 5 days later from Hachette UK, who is in charge of distribution and CS for Taylor & Francis I guess, that it was deemed undeliverable and returned to their warehouse. And nobody thought to inform me?
3. I was offered a refund or a redelivery. Would not get the import tax refunded, so I opted for a redelivery. I was about to move soon, so asked to change the delivery address. Got a reply pretty quickly that the replacement order was raised. At no point did they inform me that I would be taxed again for the redelivery.
4. I asked if the redelivery could be tracked. Got a confused reply 5 days later then another 10 days of emailing back and forth to sort it out.
5. Redelivery by UPS. Again no delivery, no contact, nothing. In the tracking system, UPS said I was not home, even though I was waiting for them.
6. Went to the pick-up point, I was asked to pay another 21% of import tax. I asked Hachette why it was not the tax rate for books. They replied 6 days later that they were not aware of it.
7. At this point I was absolutely sure that if I were to ask for a refund again, I would still need to pay for the 21% of import tax and I just wanted this episode to end. So I gave in and paid the tax again to collect the package. Found out the address was still the old one even though they asked me twice for my new address.

Should have just gone with amazon.

DO NOT ORDER FROM ROUTLEDGE, terrible customer service. I ordered an expensive book and they have not charged me for it. I don't know if my card was declined but I have sent multiple emails to all different departments with no response trying to inform them, I have called multiple times and each time the person tells me they're going to connect me to the right department and then they hang up on me. Impossible to contact them. I don't want to get in trouble for never paying for this book because this company is too inept to respond to me and deal with this issue. I can't just ensure that I have the right amount of money in my bank account for the next 6 months until they realise and decide to suddenly charge me at an irritating time when I can't afford it. I thought buying the book directly from the supplier would be the most professional experience but that is definitely not the case, use a different retailer.

Not a company you want to have to deal with.

Ordered an ebook. Can't access it. They refer you to a company called Vitalsource who won't allow you to opt out of cookies when attempting to create an account.

I don't entirely understand why Routledge has the policies it has, but I had quite a bad experience. I am a Master's student, and I was looking for a book that Routledge publishes. No need to get into the details, but I thought it would be necessary to purchase a copy from Routledge, so I ordered one. (It was expensive, too!) Come just a few hours later, I learn I can get online access to the material. I email Routledge the very day I placed my order so I can cancel it before it ships. I try to call their customer service hotline. No one picks up. After I send the email it is radio silence for days. Finally, someone emails me back to tell me (1) they cannot cancel my order because it has already shipped, (2) shipped orders cannot be returned. And indeed, I question the truth of (1), since I did not receive a shipping confirmation email until many hours after I received my customer service email. Frankly, why even operate a customer service department, if this is how you are going to treat customers? I am trying to say something constructive but honestly I feel I'm being swindled out of my money. I gave this organization ample time to deal with the situation. I can only say this: If you need to order a Routledge book, first, try not to, and second, use Amazon.