Overlord Publishing Reviews 35

Reply from Overlord Publishing

Jun 29, 2023

I am sorry to see such a negative review. The delivery timescales are clearly indicated on our website (https://www.overlord-publishing.com/pages/delivery), and we advise all customers should consult these at the time of ordering, which it unfortunately appears that you didn't.

Furthermore, there appears to have been some confusion here as we do hold stock of the books any longer, so it is not a case of us simply being able to "post it the next day".

While we do appreciate that 21 working days is an extremely long period, almost all of our domestic (UK) orders are fulfilled much quicker than this, but as I'm sure you can appreciate, we have customers from all over the world, and sometimes deliveries can take up to 21 working days, hence the notice on our website.

I would kindly request that you allow the sufficient timeframe for your book to be delivered, and request that you kindly reconsider your review once your book arrives. I am also more than happy to discuss this further with you, per our recent email conversation.

Reply from Overlord Publishing

Sep 20, 2020

Hello,

I am sorry to learn that the book you purchased from us hasn't arrived in time for your son's 21st Birthday. It is certainly not our intention to disappoint any of our customers, but unfortunately as indicated on our delivery page (https://www.overlord-publishing.com/pages/delivery), we have been forced to fulfil all orders direct from the printer due to the ongoing Covid-19 situation. As a result, unfortunately delivery can take up to 21 working days from the point of order, and this is beyond our control.

I am once again sorry that we have not been able to deliver the item in time. It may have been worthwhile to email us ahead of ordering, and we may have been able to make alternate arrangements given the tight deadline. Your order was sent to the printers on the day that we received it, and I can see from their online tracking that the book is in its final stage of production with them.

In case you would like to discuss this further, please do not hesitate to send an email to hello@overlord-publishing.com, and we will be happy to do all we can to rectify the situation.

Thank you and kind regards,
Ben Major - Overlord Publishing.

Reply from Overlord Publishing

Aug 6, 2020

Dear Robert,

I am sorry to learn that you have not yet received your order from us. However, as is clearly detailed on our Delivery page (https://www.overlord-publishing.com/pages/delivery) we are experiencing severe delays both in the production and delivery of books, both of which are out of our control.

I can see that you placed your order with us on 22nd July, and opted for our International Standard delivery which is handled by Royal Mail. You can read about their service level disruptions via their web page > https://personal.help.royalmail.com/app/answers/detail/a_id/12556/~/service-update

I am once again sorry that your book has not yet been received, but please rest assured that it has indeed been despatched to you and should arrive with you in due course. Unfortunately, since you have opted for our standard delivery, we are unable to track the progress of your parcel, but we would encourage to allow 21 working days for the arrival of your book (once again, as stated on our delivery page).

In case I can assist further with your query or for anything else, please do not hesitate to contact us directly.

Regards,
Overlord Publishing.

Reply from Overlord Publishing

Apr 25, 2020

Dear Jack,

I was sorry to read your review this morning on Trustpilot, and first of all offer my sincere apologies.

Further to our email correspondence, and I am sorry that you have not yet received your copy of "And Suddenly They Were Gone". Because of these unprecedented times in which we find ourselves, we are currently only running a skeleton staff of employees who are able to work from home. As a result of this, we have had to take the decision to send all orders directly to customers from our printers. This is outlined on our delivery page quite clearly, and we apologise for any inconvenience that this has caused you.

Unfortunately, our printers experienced a mechanical problem with one of their presses, which took longer than expected to repair, again because of the current COVID-19 situation. As stated on our delivery page, all despatch notifications have currently been ceased, but please rest assured that your order has been sent to the printers, and its current status is currently in the "Case Making" stage, which is the final step. It has been 10 business days since you placed your order, and we expect that it will arrive with you within our 21-day delivery estimate which is clearly detailed on our Delivery page:

https://www.overlord-publishing.com/pages/delivery

Since we have not fulfilled the priority delivery option that you have opted for, I have seen to it that your delivery price is entirely refunded. 

Once again, I am sorry for the delay, but sadly we have been forced to make these decisions to protect the health of our staff, while trying our very best to ensure that customers receive their products. I hope that the above will help to resolve any problems that you might have, but please do not hesitate to contact me directly via email and we can work out another solution. 

Regards,
Ben Major - Overlord Publishing