Three times in a row they've cancelled an order on me now. It's always the same pattern: when you buy a book it's shown as "delivered within 2-3 weeks", in the next couple day they email you that it... See more
Company replied
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Super customer service and fast delivery! I ordered two hand warmers in early December and received only one, I went on vacation so I didn't get to see if I received it later but it never came. I... See more
I write as hobby, I had Ideas of books I want to write with no knowledge of how to be published. My investment capital was credit cards no real money for the project. Exlibris work with on affordable... See more
I ordered a guide book on Sunday 6 august. The web site said "Habituellement expédié sous 2 à 4 jours ouvrés". On the next Tuesday, it was amended to "Habituellement expédié sous 5 à 7 jours ouvré... See more
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Company details
Written by the company
Die Nr. 1 für Bücher online in der Schweiz mit über 8 Millionen Büchern zu Tiefpreisen für mehr Lesefreude. Als Schweizer Mediendiscounter führen wir ein Sortiment aus Büchern, Spielen, Musik, Filmen, Games und Software sowie Unterhaltungselektronik und Geschenkartikel. Unser Medien-Online-Shop ist mit mehr als 15 Millionen Artikeln der grösste der Schweiz.
Contact info
Lerzenstrasse 18, 8953, Dietikon, Switzerland
- 0800 00 22 55
- kundendienst@exlibris.ch
- www.exlibris.ch
3.3
Average
1K reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
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Misrepresentation of availability
Three times in a row they've cancelled an order on me now. It's always the same pattern: when you buy a book it's shown as "delivered within 2-3 weeks", in the next couple day they email you that it will take longer and after 2-3 weeks they cancel the order.
I could excuse such things if it happened once but it's clearly a recurrent problem they are not intent on fixing. I checked after my last order got cancelled and sure enough the book was still displayed as "available within 3 weeks" even though they had just sent me an email saying it was unavailable. I won't call that "straight up lying" for legal reasons, but you get my point.
I ended up finding the same book cheaper on Ama**n, and delivered within a week.
February 16, 2026
Unprompted review
Reply from Ex Libris AG
Dear Customer
Thank you for taking the time to share your feedback with us. We sincerely apologize for the frustration and inconvenience you experienced with your recent orders.
We understand how disappointing it might be to place an order expecting delivery within a certain timeframe, only to later receive updates that the item is unavailable or delayed.
Please allow us to explain the situation: the delivery dates displayed in our online shop are largely maintained by our suppliers. These dates are updated as soon as we receive new information from them, but unfortunately, there are cases where delays or changes are not communicated to us promptly. This can result in situations where the availability shown on our website does not reflect the most current status.
We are actively working to improve this process.
Once again, we deeply regret the inconvenience caused and appreciate your understanding. We hope you’ll consider giving us another chance in the future to provide you with a better experience.
Kind regards
Your Ex Libris Team
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They said in stock, it wasn't
Went to order something, it said: in stock.
Then it said, normally it would be sent between 2 or 3 business days.
After 2 days I got an email that there is a delivery delay and it would be sent in 2 to 3 weeks! I really need the piece so decided to wait.
Now after 3 weeks I first got an email saying there would be an other delay of about 3 weeks. And then later I got reimbursted the money and an email that they had to cancel the transaction.
How can they have something on their page and say in stock, when they don't have it in stock. Made me wait around for 3 weeks for nothing!
I only gave 2 star instead of 1 star because they gave the money back.
January 27, 2026
Unprompted review
Reply from Ex Libris AG
Dear Customer
Thank you for taking the time to share your feedback with us. We sincerely apologize for the frustrating experience you had with your recent order.
We understand how disappointing it must have been to see an item marked as "in stock," only to face delays and, ultimately, a cancellation. This is not the level of service we strive to provide, and we are truly sorry for the inconvenience caused. Unfortunately we have to rely on the information given by our supplier as they are updating the leadtimes themselves on our homepage.
We deeply regret that this impacted your order and that we finally needed to cancel it.
Once again, we apologize for the inconveniences caused.
If there’s anything we can do to make up for this experience or assist you further, please don’t hesitate to reach out to our customer service team directly.
Thank you for your understanding and for giving us the opportunity to improve.
Best regards
Your Ex Libris Team
I am an experienced collector with over…
I am an experienced collector with over 2,700 vinyl records, and unfortunately Ex Libris has proven to be unreliable over an extended period.
Multiple items were advertised as “in stock”, only to be reclassified after payment as “available from external suppliers”, followed by months of waiting and eventual cancellation — in some cases without a proper apology.
Customer service responses are polite but non-committal, with responsibility consistently shifted to suppliers and no concrete solutions offered.
Delays can happen — but systematic misrepresentation of availability over many months undermines trust. For collectors who value accuracy and reliability, this is a serious issue.
Based on a full year of repeated experiences, I cannot recommend Ex Libris for vinyl or time-sensitive orders.
January 6, 2026
Unprompted review
Reply from Ex Libris AG
Dear Ádám
Thank you for taking the time to share your detailed feedback. We sincerely regret that your experience with Ex Libris has not met your expectations, especially given your passion for vinyl collecting and the trust you place in reliable service.
We understand how frustrating it must be to encounter repeated issues with stock availability and delays, and we deeply apologize for any inconvenience caused.
At Ex Libris, we strive to offer a seamless experience, but we acknowledge that our handling of external supplier delays and cancellations has fallen short in your case. We are actively working to refine our processes to minimize such occurrences and to ensure transparency with our customers regarding stock status.
Your point about the importance of trust and reliability for collectors is well-taken, and we are committed to addressing these concerns. Please know that we value your input and will use it to enhance our service.
If there’s anything we can do to make amends or assist you further, please don’t hesitate to reach out directly to our customer service team. We hope to have the opportunity to regain your trust in the future.
Thank you again for your feedback.
Kind regards
Your Ex Libris Team
Reply from Ex Libris AG
Hi Daniel
Thank you so much for your positive review!
We're thrilled to hear that your order arrived quickly and that you had a great experience.
Looking forward to serve you again in the future.
Happy Holiday Season
Your Ex Libris Team
Its a joke!Ordered the journal on…
Its a joke!Ordered the journal on 17.11, there was NO information that item is not available and till now I still didn't receive it( as is not available).No information, no sorry, nothing!I just cancelled the order as I'm not gonna wait any longer
November 17, 2025
Unprompted review
Reply from Ex Libris AG
Dear Customer
Many thanks for your review.
Normally on our webpage we indicate the lead time for every item and in case the date cannot be met we send automated E-Mails stating the actual status of the order.
Could you therefore please check also your spam-folder or indicate your order number so that we can also check from our side?
You can contact us on: kundendienst@exlibris.ch
Thanks for your collaboration.
Kind regards
Ex Libris
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Pre-sale purchases... never arrived.
I purchased an item in pre-sale on July 19, 2025, with advance payment. After three months and multiple follow-ups from my side, they wrote to me saying that unfortunately the item (which I purchased in PRE-SALE!) is out of stock. It was a pre-sale, you held onto my money for three months—how can a pre-sale item be out of stock? Zero professionalism.
October 14, 2025
Unprompted review
Reply from Ex Libris AG
Dear Customer
Thank you for taking the time to share your feedback with us. We want to sincerely apologize for the inconvenience caused by this experience.
A pre-sale is meant to ensure that the ordered items are available, and we deeply regret that we failed to meet your expectations in this case. Unfortunately, unforeseen circumstances led to an issue with our inventory planning, and we are truly sorry for this.
We hope you will give us the opportunity to regain your trust. If you have any further questions or concerns, please do not hesitate to reach out to us.
Kind regards
Your Ex Libris Team
Very slow processing / delivery times
Very slow fulfilment handling and shipping speed (only dispatched the order 6 days after I paid for it online).
October 6, 2025
Unprompted review
Reply from Ex Libris AG
Dear Hannah
Thank you for your feedback.
We sincerely apologize for the delay you experienced with your order.
Please understand that we rely on the reliability of our suppliers to ensure timely processing. As soon as we receive the goods in our warehouse, we work to ship them to you as quickly as possible.
We are constantly working to improve our processes and minimize such delays. Thank you for your understanding, and we hope to serve you better in the future.
Kind regards
Your Ex Libris Team
delivery time is over 3 weeks!
This website is a scam, delivery time is over 3 weeks! no customer service, no returns, just bunch of scammers. Do not order!
August 15, 2025
Unprompted review
Reply from Ex Libris AG
Dear Mirta
Many thanks for your input. Regarding the delivery dates we need to rely on our suppliers as the dates mentioned on our webpage are transmitted from our respective partners.
Your statement relating no customer service is simply not true, of course we have a customer service and we also do returnts - this depends on the fact if an item is originally packed and if it can be returned: this is stated on every single items and of course there are items which cannot be returned, but this is mentioned prior ordering.
Therefore we simply don't understand that you think we are a bunch of scammers as this does not respect the reality.
We are happy to help you in future in case you have any questions.
Best regards
Ex Libris
CATASTROPHIC SERVICE
I ORDERED 8 DAYS AGO, THEY STILL HAVE NOT SENT MY BOOK AND NOW THEY JUST TELLED ME THEY DON'T HAVE IT IN STOCK! THIS IS FULL OF RUBBISH
August 15, 2025
Unprompted review
Reply from Ex Libris AG
Guten Tag
Vielen Dank, dass Sie sich die Zeit genommen haben, uns Ihr Feedback mitzuteilen.
Wir können Ihren Frust bezüglich den Verfügbarkeitsangaben auf unserer Website nachvollziehen. Die Verfügbarkeiten werden von unseren Lieferanten übermittelt und auch erst angepasst, wenn dieser die Liefertermine entsprechend aktualisiert.
Vielen Dank nochmals für Ihr Feedback – wir hoffen, Sie bald wieder bei uns begrüssen zu dürfen.
Freundliche Grüsse
Ihr Ex Libris Team
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Ordered twice different things
Ordered twice different things, And both are now out of stock with availability dates pushed months from now. This is really a shameful way of doing business. I will never order again from them.
July 26, 2025
Unprompted review
Reply from Ex Libris AG
Dear Customer
Thank you for taking the time to share your feedback with us.
We are sorry to hear about your experience and the inconvenience caused by the unavailability of the items you ordered.
Product availability is something we are continuously working to improve, as we need to rely on the dates given by our suppliers.
Thank you for bringing this to our attention, and we sincerely apologize once again.
Kind regards
Your Ex Libris Team
Wide range of items and competitive…
Wide range of items and competitive pricing
May 14, 2025
Unprompted review
Reply from Ex Libris AG
Dear Customer
Many thanks for your positive review! Glad to hear you are happy with our product range and pricing.
In case of any questions we are glad to help you.
Kind regards
Your Ex Libris Customer Service
Reply from Ex Libris AG
Dear Customer
Many thanks for your positive review, we truly appreciate that.
Wishing you a nice weekend!
Kind regards
Your Ex Libris Team
Waited 60 days for a book and they then…
Waited 60 days for a book and they then canceled the order (in accordance with their TOS) without asking me. So instead of me waiting a few days longer, I now can either wait another 60 days to maybe get it canceled again. No sense or reason behind this, bad service, bad search. Book can still be ordered, instead of taking responsiblity for their products they hide behind their suppliers.
March 19, 2025
Unprompted review
Reply from Ex Libris AG
Dear Customer
Many thanks for your feedback.
Indeed as you are mentioning in out terms of service it's stated, that if we can't provide an item within 60 days the order will be automatically cancelled. Of course you can re-order it, but unfortunately there is no guarantee, that the item can be provided within this time. We do not order our items directly at the publishers but through suppliers. They are giving us the lead times which are mentioned in our online shop and those data is only changed, if also the supplier provides new data.
We are working on this topic to have more reliable delivery dates in our system.
We hope that we will get the chance to gain your trust again.
Please apologize all the inconveniences caused.
Kind regards
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Bad customer Service - very intransparent
Wanted to buy an ebook. It was available in two versions, different price, no relevant other differences visible (one had a page number and the size of the files was different).
Bought one - as I couldn't work with it due to copyright (hard to find a program to open and let's not talk about annotations or highlight) I bought the other one as well.
Turns out: both are with such a high copyright protection that it is almost impossible to open the file, let's not talk about make annotations or highlight (completely impossible). Even the "designated" program Adobe Digital Editions crushes with the files on a quite regular bases => customer service ignores questions regarding the difference and why there are two versions and refuses to refund at least one of the two ebooks (why should I buy two?), even though I offered to buy a physical copy instead (as I just need to be able to "use" the book).
More than disappointed. Next time only amazon and co...
January 22, 2025
Unprompted review
Reply from Ex Libris AG
Dear Carolin
Many thanks that you took the time to write a review.
Unfortunately we don't have any influence on the respective copyright protections of the E-Books.
The different suppliers work with different protections and for some an Adobe Digital Editions ID is mandatory.
Also some suppliers have restricted their download limits to 5x. Many clicks on a link might already create 5 downloads in the backround.
We are working with the different suppliers to have a more accurate information while downloading.
We duly apologize for the inconveniences this might caused you.
Kind regards
worst customer service imaginable ....
I ordered a book on December 12th which was supposed to be delivered before Christmas. Initially it said: usually ships within 5 to 10 days. Now it is Jan. 3rd and i keep receiving so called update mails from them, but in fact there's no news just repeating the same nonsense: usually ships within 10 days, and will be shipped as soon as available. Obviously this is automatically generated nonsense - more bothering than helpful.
January 3, 2025
Unprompted review
Reply from Ex Libris AG
Dear Beat
Many thanks that you took the time to write a review.
Unfortunately those automatic generated update mails come direclty from the system and we don't have influence on the delivery dates stated. Our suppliers are updating the lead times and unless they don't give us correct dates unfortunately we have to rely on the data given.
We would also like to have more accurate data and duly apologize for the inconveniences this might cause you.
Kind regards
All 40 items were delayed.
All 40 items were delayed.
Because the Ex Libris suppliers did not deliver.
I needed them for a party, but had to cancel them all.
Luckily I purchased many items from a real store as well, so it was not a complete disaster.
August 8, 2024
Unprompted review
Reply from Ex Libris AG
Thank you for your review.
We regret that we were unable to convince you of our service. Unfortunately, we cannot understand from your review which case it is. We would be happy to find out more details.
You can reach us at kundendienst@exlibris.ch with the subject "Trustpilot".
Thank you for your co-operation.
They help me get start as an author
I write as hobby, I had Ideas of books I want to write with no knowledge of how to be published. My investment capital was credit cards no real money for the project. Exlibris work with on affordable payment and when I didn't have on time they gave me week or two to make payment without any late fees. So I can not say anything bad about them. Only thing they don't paid 100% royals. The were affordable and flexible with payments with me, was appreciated, Chris Orleans was easy to work with.
July 29, 2024
Unprompted review
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Expect to be frustrated and disappointed
I ordered a lot of books at once. First off a heavy sum.
The payment went in but the order didn't get through.
Instead of taking the money, which they received and just giving me the books I ordered anyways, I had to wait almost 2 weeks to get my money back only to pay again for the books that would arrive seperately. I mean. I have to pay like 4 times for the whole sum instead of paying once. On top of that they delivered me 1 book twice and one is missing. What a pain in the ass. Incompetent. Frustrating. Annoying af.
May 16, 2024
Unprompted review
Horrible service: fraud website
I ordered 2 books for my son. In the websites, the books were available. However, after placing the order, I received an email saying that the items were not there in the storage. They tried to lengthen the waiting time by keeping on saying its coming soon. Then they said that I could get the money back. I summited a request in their website to get the money back but no refund, no reply from them. I think this website is a fraud one. Stay away from this website. Yucky service.
March 16, 2024
Unprompted review
Reply from Ex Libris AG
Thank you for your review.
We regret that we were unable to convince you of our service. Unfortunately, we are unable to understand from your review which case it is. We would be happy to find out more details.
You can reach us at kundendienst@exlibris.ch with the subject "Trustpilot".
Thank you for your cooperation.
misleading delivery dates, terrible customer service
Would give zero stars if possible. Bought a couple of things for a party I had planned, I got convinced about exlibris because they promised a fast delivery within 2-3 working days. LIES. I placed the order on may 2nd, ended up receiving the items on may 14th. I have already requested the refund of my money but they stop replying. This website sucks. Avoid!!!!
May 2, 2024
Unprompted review
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