Routledge is a British multinational publisher. It was founded in 1836 by George Routledge, and specialises in providing academic books, journals, & online resources in the fields of humanities, behavioural science, education, law and social science.
I ordered a book from Routledge in mid-September for my university course. The company said the book would arrive in 5-7 working days, which I thought was great since I needed the book quickly. But unfortunately, the book never arrived and I contacted the customer services team twice through their online form and once by email (an email address I found from reading other negative reviews on Trustpilot). I heard nothing so I raised the issue with my bank. Only now have Routledge responded and refunded me my £50. As a university student, I'm particularly disappointed because I thought this was a reliable company from which I could get academic materials from.
Routledge 回复2026-10-16
Dear Josie,
Thank you for taking the time to share your experience, and please accept our sincere apologies for the frustration and inconvenience this has caused you, particularly at such a critical time with your university coursework depending on this book arriving.
What you have described falls well short of the standard of service we aim to provide. A promised delivery window of 5-7 working days should mean exactly that, and it is completely unacceptable that your book never arrived, and even more concerning that your repeated attempts to reach us, two online form submissions and a direct email, went unanswered until you had to escalate the matter through your bank. That is not the experience we want any customer, let alone a student relying on us for essential academic materials, to have.
We are glad the refund has now been processed, but we recognize that this resolution came far too late and does not make up for the stress and disruption caused during your course. We are taking a close look at what went wrong both with the delivery and, just as importantly, with our customer service response times, so we can prevent this happening to other students in the future.
If there is anything further we can do to help, including assistance in sourcing the book you originally needed, please reach out to us directly at [email protected] and we will make it a priority to resolve things promptly this time.
Thank you again for your honesty, and we are sorry we let you down.
Kind regards,
Taylor & Francis Customer Service
I ordered a book and at checkout no information was provided about international shipping fees. I had to pay 15€ on delivery. This is quite instransparent and below standard if one compares Routledge with other online shops with much better price overviews. When I contacted the customer service they were not accommodating at all and referred me to the terms&conditions. Interestingly, the shipping cost is determined based on the shipping location. Meaning, if it had been shipped from the EU, I wouldn't have paid anything, like the other two books I ordered. The customer has no idea at checkout from where the items will be shipped. How will the T&Cs help in such instances?
This was the last time I will ever order from this place. I cannot recommend it to any buyer outside the UK.
Routledge 回复2026-08-14
Hi Global Rating,
Thank you for taking the time to share your feedback. I am sorry to hear about your experience and the frustration caused by the unexpected customs fee.
To clarify, the charge you encountered was not a shipping fee but a customs charge, which is determined by the destination country’s regulations. While we strive to provide transparency, these charges are unfortunately outside of our control when shipping under DAP (Delivered at Place) terms, which means duties and taxes are unpaid at checkout.
Regarding your concern about the shipping location, we understand how important it is to have clarity during the checkout process. We are actively working on improving the visibility of our shipping policies to ensure customers are better informed about potential customs charges and the origin of their shipments.
We value your feedback and are committed to improving our processes to provide a better experience for all our customers. If there is anything further we can do to assist you, please do not hesitate to reach out to our customer service team directly: [email protected].
Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Best regards,
Taylor & Francis Customer Service
Book was delivered in good time and for a good price. This was my first order from them and after I placed the order I thought I'd check on here as I wanted to make a bigger second order. The reviews on here were bad, so unfortunately I didn't place that second order. I wish i had now as I had a good experience with the first order.
After waiting almost 5 weeks without any updates on whether my book had even been shipped or not, I did eventually receive it. The book was cheaper than from any other supplier, and postage was free, so it was worth the wait.
Absolute shit experience. I have tried to contact the customer service team twice through the online form and no one has gotten back to me. DO NOT order from this website. It is a scam
Routledge 回复2026-06-15
Hi Aayushi,
Thank you for bringing this to our attention, and I sincerely apologize for the frustrating experience you have had. This is absolutely not the level of service we strive to provide, and I am sorry we have let you down.
To ensure we can assist you right away, please contact us directly:
For print book orders: [email protected]
For ebook orders: [email protected]
Please include details of your issue.
We value your business and want to make this right. I apologize again for the poor experience and look forward to resolving this for you.
Best regards,
Taylor & Francis Customer Service
With Routledge Publishing, from first contact, to the last, their service, and speed, couldn't have been better. They were polite, professional, friendly, and caring. They couldn't fulfil on my inquiry, but immediately forwarded me on to Taylor & Francis who did. Couldn't rate the companies highly enough! Customer service was superb.
Sincere gratitude
Routledge 回复2026-05-22
Hi Nyali,
Thank you so much for your fantastic 5-star review! We are thrilled to hear that you had such a positive experience with Routledge and Taylor & Francis.
We are delighted that our team was able to provide you with excellent service and quickly connect you with the right colleagues who could fulfill your needs. Your kind words about our professionalism, friendliness, and care truly mean a lot to us.
Customer satisfaction is at the heart of everything we do, and it is wonderful to know we exceeded your expectations. Thank you for taking the time to share your experience—we sincerely appreciate it!
Best regards,
Taylor & Francis Customer Service
Provided evidence of numerous errors published in White Russians, Red Peril (2021) written by Sheila Fitzpatrick. Routledge failed to acknowledge reciept of report with evidence, and errors have not been corrected.
Routledge 回复2026-03-27
Hi V C,
Thank you for your feedback, and we sincerely apologize for not acknowledging your error report for "White Russians, Red Peril."
We take publication accuracy seriously and would like to investigate this matter.
Please send your error report and evidence to [email protected], along with details of when you originally submitted it.
Our team will review your report and follow up with you directly.
Thank you for bringing this to our attention.
Best regards,
Taylor & Francis Customer Service
Refuse to authorize any sort of refunds. Book went down 10$ after purchasing it.
Routledge 回复2026-03-27
Hi Giselle,
Thank you for your feedback, and please accept our apologies for the delayed response—we only recently claimed our Trustpilot account.
After reviewing your case, I can confirm that we issued a refund on February 12th. We sincerely apologize for any frustration this situation caused and for any delay in communication.
If you have any questions about the refund or if there is anything else we can assist you with, please do not hesitate to contact us at [email protected].
We appreciate your patience and understanding.
Best regards,
Taylor & Francis Customer Service
Terrible experience, they dont have possibility to get ebook into kindel, which was not stated on website, i requested refund , contacted them twice and didint get any response! Do not recommend using this service!!!
Routledge 回复2026-03-27
Hi Dorota,
Thank you for your feedback and please accept our apologies for the delayed response—we only recently claimed our Trustpilot account.
We sincerely apologize for your frustrating experience. This is not the level of service we aim to provide.
We understand your concern about Kindle compatibility. We do offer a separate Amazon Kindle version of our eBooks, which is available for purchase directly through Amazon.
We would like to offer you a refund on this occasion. Please contact [email protected] with your order details, and our team will process your refund promptly.
We are sorry for the inconvenience this has caused and appreciate your patience.
Best regards,
Taylor & Francis Customer Service
Faded ink, undisclosed small size, overly delicate page quality
Faded ink, almost illegible in parts. Extremely overpriced hardcover book for the low quality and small size. Pages are very thin, brittle, crease with barely any effort and are likely to rip. Binding quality looks acceptable when new. They did not disclose how small the book was, it's not quite a Cambridge, but it was way smaller and lower quality print and page quality than expected. I will never spend another dollar with Routledge ever again. Despite there being USPS tracking, they didn't send a tracking number. The font is cute, but I feel let down after spending almost $160 on a thin, tiny, faded book. Shame.
Ordered an IN STOCK book on April 29. 77 days later and many excuses, I have NO BOOK. Do not consider purchasing ANYTHING from this company. SCAM company posing as a legit company.
Per Lou Olsson (they/them) Trade Sales Representative: "Our warehouse suddenly went into administration and stopped shipping orders... we have been dealing with hundreds of similarly affected orders... we are unable to complete any supply of printed books at present."
I ordered a e-book. I sent a message to them after 10 minutes, nothing. I sent another message a day later, nothing. Two days later, nothing. Requested a refund and they still havent gotten back. I'd recommend just torrenting a book next time.
Nonexistent customer service and poor quality product
Book was poorly constructed and fell apart on first read through. I contacted customer service via their online form and never received a response. I tried a second time after some additional pages fell out of the book and still did not hear back from their customer service department.
Customers, do not purchase books published by this company. Authors seek other publishers for your books. Your readers will be better served elsewhere.
don't buy any book from them. Amazon and Abebooks are far much better
bought an ebook but was blocked to access the book. contact for service support but never got back from them. it is worse than scam business ! stay away !!!
I am extremely dissatisfied with the delivery service and overall experience with Routledge. My book was initially declared lost by UPS, and I had to spend hours filing complaints to eventually locate it. As the customer, I had to handle this entirely on my own, while Taylor & Francis Group, the sender I contacted, offered no assistance. This level of service is unacceptable.
The books arrived in an acceptable state (read: some minor shipping damage) but many weeks after I ordered. Then the horrendous import tariffs which are not mentioned even once (!!!) during the purchase process are charged at arrival. They hide the fact that there are tariffs under a "shipping policy" page, while claiming "free global shipping" everywhere else on the website. Waiting for a response to my complaint.
Cannot recommend, unless you have a lot of time and money and really need a book sold only by them.
Ordered book online in New Zealand. After several weeks 4 copies of a totally different books I don't need sent. Tried to send mail to XL logistics based in Australia but email not deliverable. Rang a lady in their phone number and she said she will do something but no response. Left messages on other times. Then filled up the customer support form asking refund giving customers number - no response till now.
Poor service and poor accountability.
Pre Ordered pre paid. Nothing delivered. No contact numbers or emails that are checked. No humans. I don't believe this is actually a company and not a scam?
This company is not a functioning business.
Set your cash on fire.
Same results.
You'll end up with nothing
2 books. No returned calls or emails
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