VanDijk Reviews 1,121

The parcel with books was dispatched in the middle of summer holidays - July 31st. We were away, the parcel went back and disappeared. The company's site returns friendly message "403 Forbidden", emails are unanswered, the phone also not answering. Nonexistent customer service and lost books.

Hopeless and untrustworthy.

Last year i never received a book, then they charged me when I couldn’t return it!

This year they are refusing to honour the insurance I took out to cover the loss of a book.

All their representatives have a ‘computer says no’ attitude and refuse to put me in touch with a complaints department.

A shameless monopoly that people are forced to use :(

Re the reply below. I was NOT clearly informed of the deadline to report the books loss. Additionally you could clearly see that there was insurance on my account, so why not automatically action it? The 'reporting deadline' is just a trick to avoid paying out.

My daughter starts school this coming Monday but the books haven't arrived yet, called yesterday Van Dijk klanten service, the person told us we still receive the books today Saturday between 9am and 3pm, she gave us a Post.nl T&T that does not work. It's 21:00 and no books so far, I called this morning again but the klanten service is only open from Monday to Friday. Very stressful and annoying.

I was answered fast and sufficiently, thank you for the service!

The text books were ordered before summer. First, the package was lost between them and post NL.
I had to call them twice before they took it seriously and two more times before they finally made an inquiry.
I asked them to send another set of textbooks, they eventually did after the school year started but some books were missing. In October we still had not received one textbook. So I bought a copy somewhere else and asked them not to send the book any more but cover the cost. On the telephone they told me to send a letter to the management with the proof documents and ask for money, which I did, also sent this by email. Never heard anything from them. I eventually followed this up and apparently they never discussed anything with the financial department. The service person tried to blame the school instead, complete nonsense of course.

I agree with the others that they are a monopoly and they are not seriously concerned with their responsibility because you are forced to use them anyway.

Edit: I hope it's clear from the above that the point is not about me not taken seriously. They caused 2 months delay in the delivery, which is the reason why I had to purchase a copy out of my pocket. They do not seem to feel responsible for this. Apparently the school paid for the textbook which was returned to van Dijk due to this delay.

Poor service - I assume they are pretty much a monopoly so you are forced to use them whether you want to or not. One of the books for my daughter was not sent. Months later when I chased it up They insisted I already had it despite offering no evidence. And having previously sent me a mail saying the book was unavailable.
Cusotomer service were useless. Basically it's my problem not theirs. Pay again sucker.

I see they have replied below saying it was sent. However the email was never received- also no email from the delivery company - also no return from the pick-up point. So I have no reason to think it was actually sent. 30 days is meaningless if you don’t know when or where the book is sent.

Daughters school books have not been delivered, the school year starts today, we are unable to get through to Van Dijk customer service and they do not respond to web form either.

Waiting for refund - bought a new book and got an used one. Emails back and forward, many calls later (waiting for at least half an hour)... Nothing.

WHY this people have the monopoly of school books in The Netherlands????? Terrible company, I am sorry for the customer service people that are very polite, must be extremely frustrating to work for Van Dijk!!

Started my dutch lesson. I ordered the Taal talent book 3 weeks ago. The company is inaccessible, No info about my order, they picked up the phone only once, and they answer was "I dont know when we send your book". Chat is not working. Now I have to attend the dutch lessons without book (4th week), cannot learn, do my home work. Absolute disappointing this attitude from this low end garbage company....Highly discourage anyone even to click on their website.
..
Now they say that i vane to cancel. So did I. Then not the full amount is paid back, I lost 3.95 or something. The postal fee is not reimburshed!!!! what an unreliable service it is.

Almost never actually delivers the entire order

Super disappointed by Van Dijk!
The books of my daughter were ordered on time by the school but something went wrong between van Dijk en Post NL. I was told after days of chasing the books that they were in fact lost. A second "urgent' delivery was promised to me. It turned out that van Dijk cannot make urgent deliveries. After three days again of waiting and calling, the second delivery still has not been sent to me. School has started and my daughter is without books. It takes hours to reach customer service and I cannot speak to anyone else (managers or complaint service). It's always a different person that tells me something else. Now they say that they dont know when the books they have ordered again will arrive to them. I am so frustrated it's unbelievable, what an awful service!

No-brainer kind of relationship! You know that easy, no hustle, straight to the point e-comm relationship? That's it. Click, choose, pay, get it delivered in the time promised, with quality. You can't ask for anything better.

It was easy to buy books from VanDijk. But it would be better if it was mentioned that the books will be used books before buying them. I just got this information with a note when the books has arrived.

We ordered our books very late yet they were delivered on time. Van Dijk was also very explicit and clear about conditions, follow-up, etc. I am very impressed and grateful for their service.