Poor poor customer experience
I bought this Book Nook kit as a present for my 10-year-old daughter. When it arrived she was excited to start building it and, to be fair, the kit itself looked great. The only minor issue initially was that it arrived a little late.
However, the problems started once she began assembling it.
The first issue was with some of the parts that slot together. The laminate coating on a couple of pieces peeled back slightly, which meant they wouldn’t fit properly into the slots. That made certain sections unnecessarily difficult to build.
The bigger issue was that two parts were missing entirely.
I emailed the company the same day (or the day after) with the exact part numbers that were missing. Instead of simply sending replacements, they asked me to photograph the packing label and the parts.
The packing label had already been thrown away, which is pretty normal once something is unpacked. They then asked for photos of the missing parts. That’s obviously impossible… because they’re missing.
Next they asked for photos of the manual pages showing the missing parts. At this point it felt completely unnecessary. They have the order number, they know exactly which kit I bought, and they obviously have the manual themselves.
What should have been a simple customer service fix turned into an hour of back-and-forth emails.
All it would have taken was:
"Sorry about that — we'll get the replacement parts sent out to you straight away."
Instead, the process was unnecessarily difficult and frustrating.
The product idea is nice, but the customer service is extremely poor. I would not recommend buying from this company.