inability to give a refund and awful customer service
I ordered a prescribed microeconomics textbook on 22 July. After waiting over two weeks with no dispatch or update, I contacted them myself and was then informed that the textbook was out of print and could not be supplied. Had I not followed up, I do not know when I would have been informed. The refund process was even more frustrating. On 6 August, I was told that my refund had been requested with their finance team and to "allow 5–7 days" for the money to appear in my account. I made it explicitly clear that I wanted written confirmation and updates throughout after going through their inability to fulfill the order. However, that timeframe doubled with no refund, and no explanation of why they were taking so long to process it. I followed up twice and received no response for several business days.
It was only after I told them I'd complain to NSW fair trading and got my bank involved in a card chargeback, did they bother responding saying I have to wait an extra "2-4 business days" because finance only just "now" processed it. My support request was then closed even though the $177.40 has still not reached my account.
Customers should not have to repeatedly chase a business first to find out that their order cannot be supplied and then again simply to get their own money returned. I don't know how this business has not been shut down.