Zookal
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Reviews
Worst experience of my life,
have been buying books for long time but Zookal is pathetic disappointing and unprofessional
... Read moreHi There,
Your apologies won't help in the loss of time loss and stress it has caused me, which will have a direct impact on my studies and my assignment due this week.
... Read more I received the worst form of customer service, pure incompetence, poor Order Management and false commitments. Consider this the order was placed on 12th July 2023. I received wrong sets of books which were story books instead of law books . I opened the case on 17th July, received 1 book and was told that I will receive the other books at the start of the week. As it currently stands, they were still being processed on 26th July 2023, from 12th July to 26th July you failed to deliver the goods, kept on making false commitments, sent me the wrong books and didn't even have the basic ethics to processing the order fast when you sent the wrong order. If I would have preferred ebooks I would have purchased it from other services better than yours. The reason I ordered the hardcover books is because ebooks don't work for me. So in short, its sheer incompetence and poor customer service that has cost me dearly over here. I highly recommend to think 1000 times before putting an order to you guys
Con artists
Stingy website, sneaky company, honestly don’t have one nice thing to say about this company.
... Read more
Hi Jen, We are sorry to hear about your experience. This is certainly not the kind of experience we would want our customers to have. We would like to know more about your concern and assist you with
... Read morethis. Please kindly call us at (02) 9053 4660, or email [email protected] and provide us with your details so we can look into this further for you. Thank you. We are hoping to hear from you. Best, Lara-Zookal Customer Care Team
never intended to send me my books
I ordered a book from Zookal, and the website said it would be back in stock in 4 weeks. 8 weeks later I'd heard nothing from Zookal, and emailed them and was told it would be another 4 weeks. 8 weeks after that I've still heard nothing. You can guess what happened next! I called them up and get told my book won't arrive until next year! They clearly had no intention of ever sending the book. While they did allow me to cancel my order when I complained, it should not have been on me to continuously hound them for information on my order. Avoid at all costs, especially when there are reliable, reputable options out there. I ordered my book from another website and had it less than a week later.
Hi Hannah! We are sorry to hear about your experience. This is certainly not the kind of experience we would want our customers to have. We ensure that our customers are notified if a delay is foresee
... Read moren on their orders. Please kindly call us at (02) 9053 4660, or email [email protected] and provide us with your details so we can look into this further for you. Thank you. We are hoping to hear from you. Best, Lara-Zookal Customer Care Team
Zookal's service Zookal Study is rampant with contract cheating
In addition to selling textbooks, Zookal offers an online service called Zookal Study (you get signed up to this service when you purchase textbooks online from the company as part of a discount promotion). The main features of Zookal Study are that premium subscribers can ask 20 "homework" questions per month for Zookal tutors to answer and that these subscribers have unlimited access to their Solutions Library; the library consists of previously answered questions on Zookal Study. As you go through the Solutions Library, it doesn't take long
... Read moreto see that a large chunk of the paid subscribers are using Zookal Study for cheating in exams, short tests and assignments (see the images), and that Zookal is turning a blind eye to this and that the company has zero measures in place to curb contract cheating on their service. Given the detrimental effect contract cheating can have on the education system, the Australian government has banned commercial cheating services and suspected contract cheating services can be reported to Tertiary Education Quality and Standards Agency (TESQA). While I have already reported Zookal to TESQA, I would urge other Australians to do the same.- +1
Dear Student,
At Zookal, we believe that expertise and experience are important to actually retain knowledge and apply it in whatever field students seek upon graduation, so we ask students to stick t
I am aware of your honour code and this code is pointless given the extent of unchecked contract cheating on Zookal Study. In my review, I only included a small sample of pictures indicating contract
... Read morecheating. Some of the pictures that I have included in my review have students blatantly stating that they are looking for answers for tests that they are undertaking. There is a lot more of this on Zookal Study and others can verify this by creating a free account to view the nature of the questions being posted on the service. As I am writing this message, the following question was posted and answered on Zookal Study: “Make a reflection paper about the Philippines Workers' compensation and benefits. Do not plagiarize”. This is clearly contract cheating! My initial review of Zookal turning a blind eye to contract cheating on Zookal Study stands.
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[Content Removed]
My young daughter ordered a text book in March of this year and Zookal kept taking money out of my account!! They are very [Content Removed]
as they add a Zookal Study Subscription to your cart without you actually asking for it! They have taken $140 out of my account without my permission!!! I would like a refund for the money taken out of my account.
Hi HCH,
I'm sorry to hear that you feel that way about our services. We constantly update our sites to ensure that all information is clear and easy to understand. As we spoke over the phone all order
[Content Removed] keep taking money out of my account
they keep taking money out of my account now!!!! fraud every month $19.99 since buy a text book inMarch. Westpac couldnt do anything without a customer contact number. Please refund my $40 back thanks I already paid $52.38 for the text book.
Hi Stteph,
We were trying to call you without success regarding this matter. Please let us know what would be the best time to give you a call or you may respond to our email. You can also call us at
... Read more (02) 9053 4660. - Kath - Zookal Customer Care TeamHi Stteph,
We've been trying to contact you to discuss this matter further but to no avail. You had the option to select the subscription offer when you have placed your order. Since it hadn't been
... Read morecancelled before the trial ended, you were charged and it automatically renewed to the paid subscription. This information is clearly stated on our website. We've also sent you an end-of-trial and renewal email to remind you of the upcoming charges for the subscription. A refund has been provided to you for the latest charge on your account.
Avoid Zookal at all costs
I ordered a set of 20 books. After six weeks I still only have one volume of the set and Zookal aren't able to tell me where the rest are or when they might despatch them. Over that time excuses from customer services have included 'the order was too big' and 'the despatch department won't return our emails'. A joke of a company - avoid
Hi Paul, I'm sorry but we've been trying to contact you to resolve this matter for you as quickly as possible. I believe there had been some miscommunication from our staff as no order is too big for
... Read moreus to handle and we are very well connected with our distribution centre, however, they were investigating to help us resolve this matter for you as quickly as possible, which sometimes do take time, especially if the orders are large in quantity which I'm sure you can understand. Please contact us as we would like to resolve this matter for you as quickly as possible. Otherwise, we'll keep trying you hoping that we can speak on the phone soon. :) - Lara, Zookal Customer Care team
Never trust Zookal
Please never go to buy books here. Misleading advertisement. I did a very thorough research to buy the science textbook for my son but saw their advertisement with the whole package of text book and its e-version and activity book at around $25. I was so doubted and got some negative comments about this shop but thought it's not much to give it a try. When I received the parcel, only got the activity book which I could buy directly from the publisher at cheaper price and could get free delivery within 2 days, not have to wait for 10 days to ge
... Read moret such this book. I looked at the links for this package from this shop and found out they have changed all the prices and the book I bought is a few bucks cheaper than the one that I have received. Please stay away from them, misleading ads, slow delivery and not cheaper than anywhere else. The only good about this is the customer service is responsive.Hi Sally! We are sorry it appears to you that way. We are trying to give you a call today regarding your concern, but we are unable to reach you. Otherwise, please give us a call back to (02) 9053 466
... Read more0 or send us an email to [email protected]. -Lara, Zookal Customer CareHi Sally, if you feel we can still help with your order please feel free to contact us. We have been trying to get in touch with you to explain that orders are not modified in any way and are processe
... Read mored as it was placed by the customers. There could have been multiple mix-ups which could have led to your order being placed which was different to your expectations. Therefore, we've been trying to get in touch with you to resolve the matter. Please let us know if there is anything we can do to make your experience just that much better given the circumstances. Thank you and we will await your contact to resolve this matter as quickly as possible. Thank you for your patience and understanding. -Lara, Zookal Customer Care
Terrible customer service.
After waiting far too long for delivery, I accidentally purchased a digital textbook and desperately needed a hard copy. I contacted the company the same day and have now waited four days for them to tell me they will not exchange my product.
Terrible customer service.
Avoid at all costs.
Hi Sarah! We are sorry you had a disappointing service from us.
Please send us your contact details and order number and we will look into this for you. Otherwise kindly call us through (02) 9053 4660
I have already been in communication with Kathleen in regards to this order ZAU-157628.
I stand by my original review and strongly recommend people avoid your company at all costs.
Hi Sarah! We already provided you the details for your concern via email. Thank you for your patience. - Lara
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Poor everything!!!
I Purchased a book in January and its now its march past the estimated delivery time and suddenly the book is unavailable. Really could of known that months ago. Now my course has started and I do not have my textbook.
Also, it gave me a free subscription with the book and now I have to pay for it when I still don't have my book and its been less than 30 days for the subscription.
Very Mad that Zookal just keeps taking more money and giving me nothing.
Thanks for a waste of my time
Hi Lauren! We are sorry you had a disappointing service from us.
Please send us your contact details and order number and we will look into this for you. Otherwise kindly call us through (02) 9053 46
Avoid Zookal
Bought a textbook online, said it would be dispatched within 4-6 business days. Heard nothing, so on the 8th day spoke to [Name Removed] from Zookal and asked for an update and they said the book would now be more like 21-28 days until dispatch!? So I said why say 4-6 days? Why didn't they let me know? I asked for a cancellation and refund 48 hours ago. I was promised this would be processed within 24 hours maximum. NOTHING RECEIVED. I have no time for this type of service. They are either too busy or just don't care less! Sorry Zookal, but this is just so poor. Will be raising this with PayPal to get my money back.
... Read moreHi Tim! We are sorry to hear about your experience with us. Can you please provide us your order number and we'll look into for you. We are hoping to hear from you, thank you -Lara, Zookal Customer Care Team
Since I wrote to PayPal, the order has now been refunded.
Hi Tim. The refund caused some delay because of the dispute as per the policy of PayPal. We are glad that you were able to receive it and we hope to provide you a better service in the future. Thank you. Best, Lara
Extremely Slow Processing And Shipping, Go Elsewhere.
Extremely poor service and slowest delivery ever! Ordered textbooks, which still have not been dispatched, let alone arrive after several weeks. They claim that 15-20 business days is their time for shipping and processing, and does not even include shipping time. Which really means, you add on another few weeks (judging by Australia Post's shipping time currently) from their "15-20 business days". Unyielding overseas based customer service who would not cancel the order even though items have not been dispatched and will definitely not arrive
... Read morein time for the new school term. Very uncompetitive as other suppliers in this market are flexible with return and exchanges. Take note of their policy and order from somewhere else, this will be my last time dealing with them. Am filing a dispute with Paypal when items have not arrived as per ETA, do not waste time dealing with their non existent customer service.Dear Stephanie. Your order was successfully cancelled and the refund was processed on the same day of your request. The advised dispatch timeframe is also available on our website to set customer's ex
... Read morepectation on how soon the book can leave our Distribution Center. Our deepest apologies for any inconvenience you had with us and we sincerely hope that we can serve you better next time if you choose to try us again in the future. Thank you, LaraFind out how Zookal compares to other Book Shops
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Very slow dispatch
I have placed my order a month ago. I contacted the customer service every week to check the status. The same answers given every time (due to pandemic) . The dispatch dates keep postponing until next year. Ridiculous! Initially promised to send the books that are in stock first, but never done so. Not recommended.
... Read moreHi Unhappy customer, We are sorry to hear about your experience and our deepest apologies for the delay. Although the pandemic is over, our distribution centre & Australia Post is still getting up to
... Read morespeed with our deliveries. Please send us your contact details and order number and we will look into this for you. Otherwise kindly call us through (02) 9053 4660, or email [email protected]. Thank you. We are hoping to hear from you. Best, Lara-Zookal Customer Care Team
Didn't receive order, no updates
Terrible service. Ordered two books on 7/11/2021, before the start of the summer trimester. Received one book a couple of weeks later, but no sign of the second book. contacted them and received a response on 29/11/2021 saying they had the book and would be sending it out early the following week. With no updates, I contacted them mid the following week (today) and was told they didn't actually have the book, and it would take another 7-10 business days to receive. Needless to say I've requested a refund, but meanwhile its halfway through the t
... Read morerimester and I have no text book. If I'd known the service was going to be so bad I would never have ordered through them, would have got the book elsewhere and would have had a textbook for the past six weeks. ***DO NOT RECOMMEND*** UPDATE: Received a call back from a supervisor, who wouldn't let me speak, was extremely rude, tried to blame the fact I was told incorrect information and didn't receive any updates about any of this on the pandemic. Worst customer experience ever.Hi Disappointed Customer! As we spoke on the call our distribution centre is still experiencing some delays after the pandemic but this is definitely not the experience we want our customers to have.
... Read moreThis is also the reason why we have eBook version access for selected titles, which your 2nd book had access to, in order to try and bridge that gap, however, it is unfortunate that you did not want access to the eBook. Our deepest apologies once again for the experience you had with us this time and I sincerely hope that we can serve you better next time if you choose to try us again in the future. Thank you, Zookal
Worst- will never deal with them again
Ordered an item on Oct 15, 2021 and at the time of ordering it showed that the item will be dispatched in 5 to 8 days. But still haven't been sent and when enquired was told that the item is yet to arrive from their supplier. My exam is in Nov 15 and now it'll be received by me only after my exams. I contacted them but they refused for a refund or a store credit saying its out of the grace period to claim refund. It's their fault for not letting me know the exact time when the item will be dispatched. Waste of money. Just a dodgy business after your money. Will never use this store in the future and will stay away.
... Read moreDear customer, we are sorry that you had a disappointing experience with us. Please let us know of your order number or kindly contact us on (02) 9053 4660, or email [email protected] so we can look
... Read moreinto this for you. Our distribution centre is still experiencing some delays after the pandemic but this is definitely not the experience we want our customers to have. We look forward to hearing from you. Thank you, Michael- Prev
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Hi Faisal,
... Read moreof your expectations. As the semester commenced, we received a high volume of orders which affected our dispatch speed. We understand that you received incorrect books initially and we have immediately processed a replacement as soon as you brought it to our attention. Acknowledging this, we've offered you ebooks while your order is being processed to potentially support you for the time being and we are sorry if you found them not suitable for you. Every order is our priority and it is never our intention to leave you unprepared for your studies.We would like to apologise for the impact that these delays have had on your order. We understand how important it is to receive your items on time, and we deeply regret that we fell short