J Nathaniel
Google
I wanted to love The Beguiling, but their poor handling of damaged books and frustrating policies has turned me away from shopping here again.
During their winter sale, I ordered several books, expecting them to be in new condition. The promotional emails and the sale webpage gave no indication that the books might be damaged. I did purchase one book marked as “bargain,” anticipating some wear, but the rest were not described this way. Upon receiving my order, I noticed that two hardcover books were visibly damaged, with dented edges and frayed spines. These defects were significant enough that they should have been disclosed on the product pages, but there was no mention of their condition.
I contacted the store immediately, attaching photos of the damage and requesting an exchange. I was told via email that all returns—even for damaged items—were only eligible for store credit and that I couldn’t exchange the books for undamaged copies if they were in stock. The reason? The store preferred to sell any copies in better condition at a higher price.
Confused, I sent a follow-up email to clarify whether books bought on sale could ever be expected to arrive in new condition. That email went unanswered. After three business days, I decided to visit the store in person.
At first, the cashier seemed sympathetic and willing to help. However, after reviewing my email exchange, she reiterated the store’s policy: undamaged copies of the same books were reserved for full-price sales, and I would only be offered store credit for the damaged ones. I insisted that the damage had not been disclosed and requested a refund if they would not process an exchange. After checking with the owner, the cashier finally issued a refund but made it clear this was a “one-time exception.”
Throughout this process, the cashier justified the store’s policy by claiming they sometimes forget to mark damaged books as “bargain” and that what constitutes “damage” is subjective. However, in this case, the damage was obvious, and the lack of transparency felt like a breach of trust. From a legal perspective, selling damaged goods without disclosure and refusing a refund violates basic consumer protection laws. Mistakes may happen, but the store is obligated to rectify them when they do.
While I’m relieved to have finally received my money back, the entire ordeal left a bad taste in my mouth. Customers should not have to fight for fair treatment. If books are damaged, they should be labeled as such, especially in a sale that’s accompanied by lengthy promotional emails and a detailed web page laying out several other policies and FAQs. Refusing exchanges or refunds in these circumstances is unacceptable, and framing a refund as a favour rather than an obligation is unsettling.
If you’re considering shopping at The Beguiling, beware: you may receive damaged books, and their policies may have them only offering you store credit instead of undamaged copies of the books you ordered or even just your money back. Transparency and accountability are the bare minimum for any retailer, and sadly, this store fell short on both counts.