Magshop Questions & Answers

Hi Karena, sorry that your daughter has not received her magazine as yet. If you can send me her customer number or full name and address to my person email [email protected] I will check what has happened. Australia Post has notified us that there are some delivery delays in their network so I can check if her suburb was impacted.
I know we can sort this out and I look forward to hearing from you.
Regards,
Lisa Blades
Head of Customer Experience, Subscriptions and E-Commerce
Magshop ( a division Bauer Media Group )
Level 5 / 54 -58 Park Street, SYDNEY, NSW, 2000
e: [email protected]

Thank You for your question. Magshop provides a service for many different publishers and the print time table for each magazine can be different. The delivery time frames provided cater for these variations and also the fact Australia Post gives us a 5 business day delivery window for their service. If you have any question or concerns regarding delivery the contact centre agents will be happy to assist. Please note that if your publication is fulfilled by an external publisher as per our terms and conditions you may need to contact them directly once the subscription order has been transferred from Magshop.

Hi Shirley,
As we have been emailing privately I will keep my answer generic so that anyone else impacted by issues with Woodlands Publishers may find benefit in my answer.

Woodlands Publishers is a separate company to Magshop. If we can confirm that a purchase for Woodlands Publishers was made via Magshop, I can assist with tracing that funds and that details were correctly provided to them, I can help customers to identify which part of the process the problem may be occurring in. Failure to receive magazines could be caused by many things e.g. incorrect details being provided. This is why the first step is to find the original order and I provide my direct contact email so I can investigate.

If your purchase was made via Magstore or another website unfortunately I cannot help you as i have no access to the information. Woodlands Publishers have sold their products via a range of relationships and can be held accountable for the level of their service via consumer protection agencies if you continue to have issues in dealing with them directly.

I am sorry I could not help you further and I am sorry that Woodlands Publishers are not responding to your queries.

Regards,
Lisa Blades
Customer Service & Operations Manager
Magshop (a division of Bauer Media Group)
Level 5 | 54-58 Park Street | SYDNEY NSW 2000
e: [email protected]

Magazine Delivery.
( Please note: I am currently reviewing historical feedback and identified that this question required an update as we have new processes and subscription options )

Magshop works in partnership with Australia Post to minimise delays in delivery of our magazines.
We are constantly analysing hot spots to see if we have a cluster of people impacted or if the problem is isolated to an individual address and use a variety of tools such as mail traces if we discover an ongoing issue.

Process updates since this question occurred.

We proactively email customers with updates if public holidays or magazine embargos cause delays.
We recently changed our premium and product item delivery system to the Australia Post e-parcel service which allows for tracking of items.

Australia Post give us a 5 day window for magazine delivery, unfortunately on some occasions a subscription may arrive after it is available in the stores. We have a process in place to ensure that you get full value for your subscription if a magazine is not delivered, any of our customer service agents can assist if you have delivery problems.

We hope that the price benefit of a subscription compared to regular retail prices and the convenience of it coming to your home balances this timing challenge and we work with customers if issues arise.

We have also developed our digital magazine products to help customers with an alternative that gets them our content quickly, at a lower price and removes any delays.

I hope this answer has been helpful, if anyone has questions or more feedback please email me directly [email protected]

Regards,

Lisa Blades
Head of Customer Experience, Subscriptions and E-Commerce

Magshop ( a division Bauer Media Group )
Level 5 / 54 -58 Park Street, SYDNEY, NSW, 2000
e: [email protected]