Edinboro University Bookstore

The customer received an email confirmation on August 30th that stated‘If YOU SELECTED THE PICKUPATSTOBE OPTION —Please do not come in and get your books until you get an emailconfirmation stotin9 that your order is ready for pickupThis is riotsaying pickup your order — it isa small portion of the...

confirmation message intended for customers thatactually selected the pickup at store option Order #[redacted] was received as an order to be shipped and washandled correctly as suchAccording to my records, the last online order that we successfully fulfilled for that book (before we ran out ofstock) was order#[redacted] at 12 12 PM on August 29th 2016 The customer could not have been told on August 30ththat the book was “in hand” as we were out of stock at mid-day on the 29thIn this instance because we were waiting on so many copies of this particular book (we had 115 on backorder), wedid not notify each individual customer of the backorder we notified each instructor that was using that textbookEmails were sent to the applicable faculty on September ~ and September l5th” Those ernailsapprised thefaculty of the backorder situation and asked them to notify their students accordinglyThe website did indeed show that this book was available for order after we ran out of stock however this wasdone intentionally so that we could capture orders for the larEe number of customers that still needed that bookThis was done at the request of the faculty affectedThe Campus Bookstore has adequate systems in place ta handle its level of sales volume This complaint involvesonestudent that ordered one book The Campus Bookstore serviced approximately 6500 students andsold/rented over 15000 books in the months of August and September 2016 It is rare for a textbook to be onbackorder for more than a couple of weeks, unfortunately this was one of those rare cases While we cancertainly understand the customer s frustration in this case we believe that (under the circumstances) this orderwas handled adequately and appropriatelyRespectfully,Raymond F[redacted]General ManagerEdinboro University Services, Inc