Blackwell's set to anger hundreds of consumers after huge Nook blunder

2 May 2013

101 comments

  • Kevin
    Well ordered on 30th and no email from them yet
  • Kevin
    Still for sale on the UK Nook site though which is odd.
  • Ben T.
    It looks like it is in stock, Kevin, but it says "Temporarily Out of Stock" on the product page.
  • SamuraiHQ
    They've lied to us all from day 1. I'll be cancelling my order first thing in the morning, but what has angered me more than anything, is the fact they have TAKEN payment when it states quite clearly on their site, that this will only be done when dispatching items. Lord help the person I speak to at 8.01am!
  • Daisy D.
    So the US price was $79, and that translated into £79 in the UK? They deserve to fail for ripping us off.
  • Mr S.
    Looking like a similar story for my order at Foyles. Still a chance but i'm not very hopeful.
  • Craig
    Why should this be a surprise? Company after company take your order & money & then check the lack of stock, cancel your order & process a refund "in 7 - 10 days." They hide behind their unfair terms & conditions. The UK Government need to wake up & change the law to state that once a retailer takes your money, they have to supply the goods or compensate you accordingly.
  • Englebert.Humperdinck
    6 posts so far here and not a single person saying they know their rights and will sue I'm disappointed :(
  • Idi A.
    Where's Len!!
  • Jon
    Lol @ Englebert.Humperdinck 08:22! But I don't for one moment believe the email from "an agency on behalf of Blackwell's". Who was this "agency". And the language used is highly suspect: "Blackwell’s are just one of many Nook stockists and this offer was across the board, Curry’s, Argos and other book suppliers that stock it all placed it at this price, it seems there are no e-readers at all left anywhere in the UK." If it really was an agency, it would be some kind of marketing or media agency. And I'm pretty sure they wouldn't write quite such a badly written release as that!
  • shiftynifty
    Nooks and crannies spring to mind...thats where they are probaly hiding them lol....
  • Matthew C.
    @SamuraiHQ - we do NOT take any payment until an order has been dispatched. If you want to contact me directly I'll address your concerns. We never do this and never will.
  • Kevin
    What did they say SamuraiHQ?
  • Matthew C.
    Hi all - for some reason my previous comment has been removed so I'll just repost here Hi all – I’m the Digital Director at Blackwell’s. Hands up – we’ve cocked this up – badly. We were just not expecting the degree of demand that we’ve seen. This is obviously not up to scratch and for that we have to apologise. We are dispatching thousands of devices over the coming days, but there will still be some people who will see their order cancelled. Everyone who has been affected by this is being sent a discount for both new Nooks (the Glowlight) and for blackwell.co.uk books as a meagre attempt to say sorry. I don’t know where the statement from the ‘agency’ quoted above has come from – I’m very happy to speak to any journalist – we’ve not engaged any agency to comment for us on this issue. If anyone is upset by this then please do contact me directly on matthewDOTcashmoreATblackwell.co.uk and I will shift heaven and earth to fix your issue or sort something else out. Blackwell’s are a family owned company and we believe in the books and products we sell – the Nook, in my humble opinion, is the single best eReader in the market right now – we have the option to sell any reader – we chose the Nook because it’s a readers eReader. Once again – a huge apology to all affected. We are learning and we are fixing, we will not be caught out like this again. Matthew Cashmore
  • Greg
    As I ordered 4 days ago, can I hope to receive my Nook ?
  • shiftynifty
    Fair play to Mathew...telling how its is
  • Matthew C.
    Hi Greg - we dispatched 600 Nooks this morning to the first 600 orders. Emails will be going out shortly to those orders - we have another 3000 Nooks hitting our warehouse shortly. Matthew
  • stagger321
    Nice to see a company director man up and admit mistakes made. So many times we see people behind behind flowery words, smoke and mirrors, or plain no-response. I ordered mine on the 30th from Blackwells. Fingers crossed and all.
  • Ben T.
    Thanks for the updates, Matthew. From those 3000 due in, will that satisfy all orders? If not, how many are likely to be disappointed?
  • Eliza105
    I went into my local Blackwells and bought one - the old fashioned way :)
  • stagger321
    @Matthew Cashmore - BTW your company doesn't do itself any favors by leaving the Nook Simple at £29 on the front page of your web site - considering everything that you've said. Just saying.................
  • Matthew C.
    Thanks for the feedback folks. There are going to be a bunch of cancellations - we can't get around that I'm afraid. Our cock up and those people will get discount codes for the Nook and discount code for books via our website. @staffer - you're quite right of course - concentrating on getting orders out not the front page - we're a small family company not an international giant employing thousands! @Ben - the stock we have will satisfy the vast majority, but not all, orders. We will have more after that - but I have no information on when at present. We have stock in the shops BTW. Matthew
  • Ben T.
    Why can you not take that stock off of the shop floor and meet customer orders?! It seems odd that you would rather let people down... I understand you do not need to offer this but these discount codes from Nook or Blackwell's are no good to people unless they wish to put their money towards a purchase.
  • Matthew C.
    Hi Ben - we have some devices spread around our shop estate all over the country (5 here, 6 there) that are not going to impact the online orders in any meaningful way so we've taken the decision to ensure that people walking into a shop (after they've perhaps made a special journey) will be able to pick one up. We secured a chunk of stock at a discount price and that chunk of stock has now gone - we have new stock coming in and are taking more orders for that stock but the original pile of Nooks is gone :-/ Far, far from ideal any way we cut it. We're working really hard to make a bad situation a little better. Thank you to everyone for their patience as we sort things out. We have stock of the Glowlight and the Tablets that we can dispatch now from the warehouse now. Matthew
  • Matthew C.
    @stagger321 we're now sorting the front page... thanks for pointing it out. matthew
  • Ben T.
    Thanks, Matthew. You have the chance of completing a sale against the risk of making a sale and disappointing a customer...that still makes no sense at all. 36 happy customers must surely be meaningful in some way? Also, not sure I agree with the comment you made to staffer...having just checked your website, I was able to place an order for a Nook Simple Touch and this was apparently capable of "immediate dispatch". Why was I able to place an order for an item that you know is not going to be delivered!? Surely someone must be able to put the appropriate notice on your website. This is just adding to your long list of disappointed customers...
  • moss
    just to let you know.... its says this when i add one to basket. hats off for coming on here and owning up, although i do have doubts. thats aminly because this is the internet though. Your Basket: Item Title Quantity Item price Total price NOOK Simple Touch Sold by Blackwell.co.uk In stock (immediate despatch) £24.17 £29.00 Remove
  • Matthew C.
    Thanks Moss - we're aware of that - we have to make a manual 'hack' to change it and it's in process - it does say dispatch in 5 days on the product page but it's still not feeding through to the actual basket. Matthew
  • Matthew C.
    Sorry Ben – missed your comment. I’m not going to debate that decision as we want to look after both physical and digital customers. On dispatch – as I said to moss we know about that – we’re trying to fix it now – the product page says 5 days (which we know we have stock to provide for) – but we’re having trouble sorting that on the basket page. In order to place an order for a Simple Touch you need to go via the product page. Which says “usually despatched within 5 days” before hitting the basket which says ‘immediate dispatch’ – crappy experience I know – we’re on it though. Matthew
  • Ben T.
    Ok...one last comment and I will await your more formal response to those affected (including myself having now ordered!).. You said: "We secured a chunk of stock at a discount price and that chunk of stock has now gone – we have new stock coming in and are taking more orders for that stock but the original pile of Nooks is gone :-/ Far, far from ideal any way we cut it. We’re working really hard to make a bad situation a little better. Thank you to everyone for their patience as we sort things out." 1. Why are you taking more orders on this stock instead of using this sourced stock to fulfil existing orders? 2. Will these new units be sold at the existing price of £29 if you are not going to use these to fulfil current orders? If your answer is no, do you think people will think it is crass you are obtaining a discount to then sell on at a higher price than those cancelled orders? If your answer is yes, again, see my first question. 3. Many might claim you are taking orders knowing you will have to cancel them in order to try and offer discounts for someone to buy one of the newer and more expensive readers. Do you agree that might be how this looks? Surely fulfilling all orders and not taking more sales will put that one to bed?
  • Matthew C.
    Hi Ben. 1 - We're not taking more orders on the stock that has now run out - we've stopped that and we're cancelling some orders that came via partner websites that exceeded demand on the stock we secured at that price. 2 - The new stock is being sold at £29.99 + P&P (so sadly not as good an offer as the first as you now need to pay P&P) and only via blackwells.co.uk - we're taking orders on that stock and have more stock coming in on Tuesday to meet demand so we are confident of filling any orders placed via blackwell.co.uk from now on. 3 - We're not taking any orders now knowing that we may need to cancel them in the future - all orders now placed are being fulfilled. I can see your point but that's not what's happening and if it were I wouldn't be here trying to defend a monumental cock-up on our part. Emails are going out to those affected by the first stock running out in the next hour or so. Anyone affected by that can, if they wish, order a new Simple Touch (with P&P) via our site and we will ship in about 5 days. They can also (if they want) get a glowlight with an additional £5 off the already reduced £69 (an offer no one else can get) as well as an additional 20% off blackwell books. I can't fulfil some - and only some - of the original orders at the original discount (no P&P) out of the new stock because that new stock doesn't attract the same discount (P&P). Most of the first orders were dispatched this morning and new orders will go out in 5 days. I hope that helps you understand what's going on. In better news for us I've just seen our new globe selection has gone live (there's no discounts... I thought it would be tempting fate) in the Maps & Travel section! Perhaps I'll use one to figure out where I can hide over the bank holiday weekend! We're here until 6pm this evening and we're also covering the phones on bank holiday Monday ahead of the stock delivery and dispatch on Tuesday - any questions in that time drop me a note directly or call the customer service team who have done sterling work in dealing with the fall out on this one. Matthew
  • Matthew C.
    Hello... can I post
  • Matthew C.
    Hi Ben - I'm having issues getting posts to come up without being held for moderation...
  • Matthew C.
    Hi Ben. We’re not taking more orders on the stock that has now run out – we’ve stopped that and we’re cancelling some orders that came via partner websites that exceeded demand on the stock we secured at that price.
  • Matthew C.
    Hi Ben - I can't reply to you my messages are being 'moderated' for some reason. Please do drop me an email directly and I will reply.
  • Ben T.
    Thanks Matthew, will drop you an email direct and I can then update this here.
  • Paul M.
    Dear Matthew I ordered a Nook at £29 on April 30th. I have just been informed by email that my order has been cancelled. However, I have seen comments from people who ordered on May 1st that have had their orders dispatched. Additionally, how can I have had my order cancelled when you are still offering the Nook Simple Touch for sale (within 5 days) at £29 ? Why is it that you can accept new orders, but mine cannot be fulfilled? "In stock (usually despatched within 5 days)" - http://bookshop.blackwell.co.uk/jsp/id/Nook_Simple_Touch/9781400699032 Kind regards Paul PS - I have also emailed you directly, including my order number.
  • Gaaaaaah
    I bought one from Currys. It's ace.
  • Kevin
    So there is more stock coming in, and you can order that stock, but if you ordered one already it's been cancelled. What's that about?
  • Al D.
    My order from 30th April has been cancelled but Blackwells are still taking orders. How does that work? Why not just allocate one of the new stock to existing orders? I notice new orders have no option for free delivery. Very poor treatment of their customers and I for one will never use them again.
  • Richard J.
    I too ordered on 30th April with free delivery and when I asked about delivery via email to Blackwells I was told : 'At this point I regret we cannot state for definite when your order will be fulfilled but should be supplied by the end of next week at the latest. ' Now its been cancelled and to top it off its showing as in stock on the website,but you have to pay for delivery. Any comments Matthew?
  • Matthew C.
    Hi Richard any messages over one line from me are being held for moderation. Please read the above where I explain what's happened or drop me an email which is also above.
  • Paul M.
    TBH Matthew, I think Rich's question requires a public explanation.
  • DJS
    if you place and order but it is now cancelled - like me- then ring up now and you can reorder. They have stock coming in next week. They are taking orders for new stock but cant 'un-cancel' the cancelled orders. I did it and was assured i will get one of the new shipment. Only downside is there is now a £2.50 del charge and no cashback either if ordered online. Hope that helps someone.
  • Paul M.
    Why have existing orders been cancelled when you are still accepting new ones?
  • DJS
    @ paul morris. Thats what i asked but they said they cat do it. Probably cos too many to reallocate? Poor form though!!!
  • Paul M.
    Too many to reallocate? That doesn't make sense. An order is an order.
  • BBD
    Blackwell's have lost a lot of future customers with this cock-up Matthew. You are handling it BADLY, even now.
  • Matthew C.
    Paul - I'm sorry I've tried several times to post here more than a few words but I'm being 'moderated' but I've answered your questions via email and am open to anyone that wants to contact me directly.
  • Matthew C.
    Blackwell's are the only company here talking about an issue that has affected every retailer selling the Nook.
  • Matthew C.
    Hi all - I'm signing off now - I'm on email all through the bank holiday weekend if you want to connect and discuss in more detail. We have fulfilled the vast majority of orders and continue to do so - again I am very sorry for the small number of people that this has affected.
  • Greg
    The worse part there is that the people who trusted Blackwell won't be able to have any Nook at all because it's sold out everywhere. I told my girlfriend I had bought her a Nook, now I look like an idiot. Thanks a lot...
  • Al D.
    As far as I can tell, Blackwells are the only company to cancel existing orders whilst still taking orders for the very same product. A shameful way to do business.
  • adam
    My favourite part of ordering nooks from blackwells was that apparently 2 x 29.00 = 58.01.
  • Paul M.
    "I’ve answered your questions via email" -Actually Matthew, I haven't received an email back from you.
  • Simon C.
    I ordered at 18:40 on tuesday. But mine has been cancelled. I could have ordered from other stores at that time , but no chance now. You say you are despatching thousands of devices, then how come ones ordered on the first day of the offer are being cancelled. Are you cancelling the free delivery orders and fulfillling later orders that paid carriage ? ! !
  • Matthew C.
    We have had to cancel a small number of orders placed on a stock of Nooks that had a particularly good deal that got out of hand - it was our mistake. We now have new stock but sadly not at the same discount so you can re-order at £29.99 + P&P but without the P&P discount as originally and any 3rd party website discounts or cashback offers that may have applied. Totally shit I grant you and I can't say sorry enough.
  • Steve
    @Simon - that looks exactly what they are doing. They have stock, but don't want to honour orders that were free delivery & Quidco payments. I guess it was too much of a financial hit for them. I had an email saying, "We are now taking orders for the Simple Touch at £29.99 + P&P"
  • Al D.
    Not good enough. Your mistake. If it's only 'a small number' then you should take the hit and honour the original offer.
  • Ben T.
    Matthew - We can manually move from moderation any of your comments so please feel free to keep responding here and if any get caught up we can get that approved right away.
  • ChrisG
    Matthew: OK, you realised that you wouldn't make any money out of this when taking into account the free delivery and cashback. Fine, however we were all lied to when you said more stock would be coming in and orders would be fulfilled by the end of next week. Because of that we lost the opportunity to order elsewhere whilst there was current stock. And I would guess it isn't "a small number of orders" as I ordered on the first day and it was cancelled. So you are still trying to put a spin on things. A shocking way to do business.
  • Paul M.
    @ChrisG - Precisely. We were told more stock would be coming in and orders would be fulfilled by the end of next week. Because of that we lost the opportunity to order elsewhere. Isn't it worth satisfying 1st time customers and taking a very small hit than pissing them all off and losing thousands of potential future customers?
  • Ben T.
    @Paul Morris and @ChrisG - yes, some things are not making any sense. Like not fulfilling orders for the sake of a couple of quid postage. I ordered when P&P was free of charge today and not received a cancellation email so was there a blanket cancellation for those who were savvy enough to order as soon as the item was listed at £29?!
  • Paul M.
    @Ben Telford -That's seeming more and more likely. Matthew is trying to seem up front, but his explanation doesn't make sense. They've clearly just cancelled the order of anyone who got free postage.
  • Ben T.
    Matthew - if you would rather send a full and formal response to all points raised in these comments (without fear of them dropping innocently into moderation) you can email this to [email protected] and we can add it to the article and maybe that will clear up any confusion...
  • Brian k.
    First and last time I order from these jokers, promised the orders would be fulfilled then send put cancellation emails even though they have stock, also told no money was taken yet my PayPal account tells me different
  • Adam K.
    @Matthew - So, people who ordered @£29 with free delivery have had their orders cancelled, but, my order @£29 with £3.50 delivery was also cancelled but I can reorder for £29.99 + delivery. Not entirely sure I get that level of logic. I'am very greatful to HUKD admin "Juliet_bravo", that reply caused me to jump ship and hunt like a madman finding an alternative for my sisters birthday on tuesday (after telling her I was getting her one, as she's a bugger to buy for) ... which, luckily I found (and shipped today) ... As a first impression of a company, having never used Blackwells before, this leaves me with an extremely sour taste in my mouth, and I can honestly say I will not be a repeat shopper.
  • Paul M.
    @Ben - Good idea. I was trying to extract an explanation from him via email for us all, but am not getting anywhere. He's replying, but his replies don't contain any actual info.
  • DJS
    I was a first time customer of Blackwells - cant see me using them again after this. You only get one chance to make a first impression!!!!!
  • SamuraiHQ
    @Matthew Cashmore You claim you don't take payments before dispatch, yet Barclays informed me on the day I placed the order, at 0915~ (my order was at 0826 1st May), £29 was deducted. In fact even now, my balance online is showing a deficit of £29. Whether you have placed a hold of £29 on my card, or you've taken the money and it hasn't shown up on my statement yet is unacceptable. If I didn't have the funds to purchase another one elsewhere, I'd be pretty much screwed. So £29 is 'missing' from my account and you claim you know nothing of this. I cancelled my order early hours this morning, and you last updated the order at 1710. Order Number: 001898218. This has been a piss-poor performance from Blackwell and you've ensured I will NEVER use, or recommend your company ever again. Whoever is in charge of the stock, the website and online ordering should be ashamed of what you've put myself, and others through. You cancelled the free postage and started charging people for it, despite your website stating that all orders over £20 would be granted free shipping. Then it seems that all those who ordered with free postage have a lengthy wait, if not their order cancelled, while people who pay for the p&p would be able to get one (stock permitting). Why allow more customers to order when you obviously ran out of stock? Most online stores these days have a stock tracker, then disables any more orders once you've run out. After ordering on the 1st May, I finally got told I could possible get one by the end of next week. That would make it 10th May yes? Or is that date only for dispatch date, in which case people would only receive them from 15th onwards, considering your free postage only covers 2nd class. I had a choice of ordering from Nook UK, John Lewis, Argos, Curry's, Asda, Sainsbury's and many more, and you're the only one who seems to be screwing the customers over. Sort my money out, as I'm not prepared to wait until Tuesday after the Bank Hol to see my bank balance as to how it should be. In the meantime, I'll be ordering from a more reputable store.
  • Troll2thesky
    Oui bah ce sont de gros enculés comme la Fnac et la Redoute :(
  • Paul M.
    Matthew, I think you should be feeding all of the excellent points made by @SamuraiHQ back to the Blackwell's CEO, as your company does not seem to know how to operate sensibly.
  • Kevin
    Looking at my Paypal order my order on the 30th is still pending even though I got the cancellation email this evening. Pity Blackwell's can't even admit that they can't afford it and so have to cancel orders and start again. I'd have a bit of respect for them then. Why is it that noone, even the big companies like Debenhams can't have a proper ordering system? You have X number of product in stock and your system only allows you to sell that many! It's not rocket science.
  • Hotukdealer
    Another first time customer who won't be using this company again, how can you take orders and payment and then cancel saying you have no stock only to advertise them again, time for everyone to contact watchdog
  • R2D2
    I assume Blackwells couldn't take the financial hit of free postage and a Quidco payout and that's why they cancelled the orders that would leave them out of pocket whilst still allowing new orders to go through even now. Of course this makes them look bad, but in a way I understand their problem and I have a certain amount of sympathy with any non-Amazon bookshop these days: they have a hard enough time competing as it is. What REALLY INFURIATES ME is that it took them till now to cancel those orders after having promised people they would fulfil them. My brother and my father in law are now not getting their birthday presents because having what I thought was a secure order in progress with Blackwells, I didn't order elsewhere. If they had just admitted their mistake instead of trying to cover it up, I and others like me would have had the chance to make alternative orders.
  • ChrisG
    @Hotukdealer: Yes, Watchdog is a fine idea, I think the deceitful way in which this has been handled would give them a nice angle. I've had orders cancelled in the past, most memorably by HMV, but that was just incompetence. This is greedy and deceitful. @R2D2: That's the big issue for me too - the time taken to cancel the orders. They knew pretty soon that they had cocked up as they put the orders on hold but strung us along for three days.
  • Paul M.
    I really hate how this has stopped me being able to get my hands on a Nook for my wife's birthday, due to the time delay and the original promise that our orders would be fulfilled next week.. Blackwells have just really made all the wrong decisions here, and it has left people bitter.
  • Ben T.
    Just another question to add to your list, Matthew... "We will be despatching the Nooks in the order in which customers placed their orders though I can advise that we have received more orders than we currently have stock but more stock is due in by the end of the week and a further batch next week so all orders will be fulfilled by the end of next week." Why would "Olie" on behalf of Blackwell make the claim "all orders will be fulfilled by the end of the week"...then you tell us you can reorder, but you have to pay delivery.
  • kaku_lala
    Just found this on their website: "Blackwell UK Ltd has its head office in Oxford and is led by Chief Executive Officer, Andrew Hutchings. He heads a senior management comprising of Martyn Osborne - Finance Director, Sue Townsend - Commercial Director, Claire Zuurbier - Director of e-Commerce and Liz Jones - Director of Human Resources." http://bookshop.blackwell.co.uk/jsp/editorial/services/using_blackwell_online.jsp http://bookshop.blackwell.co.uk/jsp/editorial/help/biographies.jsp
  • NookNook
    i saw which way the wind was blowing with this offer and cancelled my order myself so i could order elsewhere, yet blackwells still took the money from my paypal account (obviously the items weren't dispatched) and have not refunded it yet. so much for "we won't take any money until the items are dispatched", or the cancellation email telling me "you have not been charged any money". very, very poor.
  • Kevin
    have they actually taken it NookNook or is it pending like mine? With Paypal it'll be like that until they accept or reject it. Why they haven't rejected it yet is one great point as they should have done, but they've not actually taken it yet if it's down as pending.
  • SamuraiHQ
    Kevin - I paid by debit card, and I'm missing £29 exactly since 1st May when I placed my order. Judging by the long weekend due to a Bank Hol, I may not see my funds returned to me until Tuesday 7th May meaning they've kept my money in limbo since then. Utterly disgraceful. Where are you Matthew? I'd like some answers. I gave you my order number the other day, and you have my email address on record.
  • cecilmcroberts
    There are 7 still in stock at Sainsbury's Holywood Exchange,N.Ireland for £29 if anyone after one.
  • NookNook
    @Kevin: it's pending, but the money has disappeared from my paypal balance, so as far as i'm concerned the money has gone. it's not like i can spend it on anything else. i checked today and the extra that was meant to be taken from my bank account hasn't been taken, so that's something. regardless, the onus is on blackwell's to reverse the transaction. i noticed just now that the pending status expires on May 29th. that's quite a long wait considering that i had requested the order be cancelled within 6 hours of placing it.
  • SamuraiHQ
    Just wanted to let you all know that Matthew Cashmore hasn't even bothered to reply to me, nor email me with regards to the illegal payment that was taken from my bank. My order was cancelled on the 3rd of May, after being told they had no stock, yet £29 has still been taken. It looks as though Tuesday will be the day I have to telephone them up and threaten legal action for fraud unless it's returned to me the same day. Fucking waste of space of a company.
  • Paul M.
    He still hasn't responded to my questions either. I chased him, and he's trying to tell me he's already emailed me back. He most cetrainly hasn't (nothing in my spam folder either). I obviously replied, and now he's not responding at all.
  • Bawbagger
    I think someone needs to call a Whambulance before some of the above posters begin to feltch themselves. Here's a tip - buy a Kindle in future. No one will thank you for their gift of a shit fucking Nook.
  • Ben T.
    With it being a bank holiday, I think a bit of patience is needed. Hopefully some full answers will arrive tomorrow.
  • Kevin
    I agree Ben, but (if he really is who he says he is) he said he would be around over this Bank Holiday. And as for cancellations and money back that should have been done at the same time as the cancellation emails were sent out.
  • Matthew C.
    Paul - I have replied to you and you've replied to my messages so I'm not sure what's going on there. I've sent another note to you again this morning
  • Matthew C.
    SamuraiHQ - I've got no pending emails and I don't know your real name so I can't chase your order and answer you here - we don't take any money (even from PayPal) until an order is completed. All PayPal orders were released on Friday when the orders were cancelled. Let me have your real name or order number here and I will answer you here in public if you would like me to.
  • Matthew C.
    R2D2 - we're on the same page - our cock-up - massive mistake and one we'll never every make again. I can't apologise enough but I also can't let this put us out of business. We have fulfilled (or are in the process of fulfilling) all orders taken up until Friday evening (the vast majority of orders have not been cancelled) when we took the Nooks off-sale. The very small number of cancellations we've had to make has been one of the toughest decisions we had to make - and we took too long to make that happen.
  • Matthew C.
    SamuraiHQ - I've just found your email - you sent it to me yesterday at 14:27 - I'm sorry I've not replied before - I've now replied.
  • Matthew C.
    Ben - I've just emailed you a full statement to add to the story which I hope addresses people's questions. I'm going to stop commenting here now so I can concentrate on supporting the majority of our customers who's orders have gone through and have been or are being dispatched. My email is above and I welcome any comments or emails from anyone who wishes to talk this through in more detail. On Watchdog - I worked for the BBC for years and I'm really happy to speak to any Journalist or Producer from the programme about this. Please feel free to pass my email address on with any complaint you make to them. Matthew
  • Kevin
    Any reason Paypal payments for orders cancelled haven't been rejected yet?
  • Ben T.
    Thanks Matthew. Will take a read of that in a bit.
  • clive c.
    dont think problems just apply to blackwells - i ordered mine from very.com and although they havent cancelled order they keep moving forward delivery date currently at 30/5 - doubt if i'll ever actually receive it
  • Alan
    Still havn't had any response from my complaint I submitted on 4th May (it says Mathew Cashmore is assigned to my request)
  • Susan
    They still do exist in some shops. I saw two heavily discounted models on display in my local Sainsburys on Sunday 12th. 10 days ago I discovered I had reserved the last one in my local Currys. Shoppers have gone where they were told to find them. I do not remember Sainsburys on that list maybe why they still had one on display.
  • clive c.
    follow up to my message re saying ordered mine from very.com and suspected i would not receive as kept putting the delivery date back - well happy to say my fears were unfounded and got nook well before revised delivery date and very happy with service
  • Jessica
    I was wondering when you received your nook from very as I ordered mine on the 3rd may and still waiting

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