Velora Avis 

Réponse de Velora

24 mai 2025

Dear Frank Ruiz,

Thank you very much for your follow-up and for taking the time to share your updated experience with us. I want to start by sincerely thanking you for your patience throughout this process and for your understanding despite the significant delays and confusion you encountered. We deeply appreciate your honesty and your willingness to revisit your initial review—it speaks volumes, and it does not go unnoticed.

We truly regret that your original tracking number was not helpful and did not reflect accurate or timely updates. This has been an unfortunate consequence of our transition to a new international delivery partner during the last few months. Due to increased tariffs and shifting logistical costs, we were forced to work with a carrier we had never used before—1ST Express—to continue operating without raising prices for our customers. Unfortunately, this shift came with unforeseen complications. Many of our customers were unable to track their shipments properly or assumed packages had gone missing when in fact they were caught in customs or still en route through international processing.

We also acknowledge that our website currently lists our business address in the United States, and because of that, the expectation is understandably set for faster domestic delivery. You are absolutely right that we should have made the international shipping origin more transparent. That was a failure in communication on our part, and we are actively revising our website and automated emails to clarify shipping timelines and package origins from the moment an order is placed.

We’re relieved and grateful to hear that the book finally arrived in good condition and that it met your expectations in terms of quality. This is the outcome we work for with every order, and while the delays are inexcusable, we’re grateful we could eventually deliver on our promise to you. Your forgiveness and updated feedback mean more than you know.

If you're still considering removing or editing your review, you can usually do so by revisiting the platform where it was posted (Google, Trustpilot, BBB, or Facebook). There should be an “edit” or “delete” option next to your original review. If you have any trouble locating that option, we’d be happy to walk you through the steps or assist however we can.

Lastly, if you need personal assistance at any time or would like real-time updates on any future shipments, please don’t hesitate to contact us directly. You can reach us at hello@lbooks.co or by phone at +1 (628) 277-3649. We’re available Monday through Saturday, and our business address is 407 Blue Spruce Lane, Westminster, MD 21158.

Thank you again, Frank, for your updated note, your understanding, and the opportunity to make this right.

Warm regards,
Camille Jourdain Hohl
Customer Representative
lbooks Corporation

Réponse de Velora

21 mai 2025

Dear Noneya,

I'm Camille Jourdain Hohl, a customer representative here at lbooks Corporation, and I want to sincerely thank you for taking the time to share your experience with us.

First, let me extend my deepest apologies for the frustration and uncertainty you faced throughout your order process. We understand how disappointing it is to feel left in the dark—especially after placing your trust in a company for the very first time. It’s clear from your message that while you were eventually satisfied with the product itself, the experience leading up to its arrival did not meet your expectations, and for that, I truly apologize.

You're absolutely right in your feedback. Our shipping times are often longer due to the nature of our international logistics, and unfortunately, that is something we did not communicate as clearly or directly as we should have. Many of our titles are fulfilled from global print partners or warehouse hubs in order to offer the discounted pricing that sets us apart—but that should never come at the cost of clarity or peace of mind.

Your comparison to Temu is fair—we’ve heard this before, and it reflects a need for greater transparency on our end. Our team is actively working to revise all customer-facing materials so that timelines are clearer, tracking links are more reliable, and support is more immediate. It’s also our top priority right now to build a more intuitive tracking system and to establish more responsive communication channels, so that no customer ever feels the way you did during those first two weeks.

That said, your patience and ultimate willingness to acknowledge that we are a legitimate business truly means a great deal to all of us. We’re a small but dedicated company, and every order and every customer matters. We do care deeply, and your message has been shared internally to help drive meaningful improvements.

If you need immediate assistance or have any further questions, feel free to reach out to us directly at hello@lbooks.co or by phone at +1 (628) 277-3649. Our business address is 407 Blue Spruce Lane, Westminster, MD 21158, and we’re available Monday through Saturday to support you in any way we can.

Once again, thank you for your honesty, your patience, and for giving us a chance. We’re not perfect, but we are committed to getting better with every experience—yours especially.

Warmest regards,
Camille Jourdain Hohl
Customer Support Team
lbooks Corporation

Réponse de Velora

21 mai 2025

Dear Frank Ruiz,

I'm Camille Jourdain Hohl, and I represent the Customer Support team here at lbooks.co. I want to start by sincerely apologizing for the experience you've had with us and for the stress and frustration it’s caused. I’ve personally reviewed your case, and I’m here to provide as much clarity, transparency, and support as I can.

Let me begin by saying this very clearly: we are not a scam, nor are we operating under false pretenses or fraudulent intent. That said, your experience—and the way it made you feel—is completely valid, and I understand why it led to the conclusion you reached. What happened here is unacceptable, and I want to take full responsibility on behalf of our team for the communication breakdown, tracking confusion, and delay in delivery that led you to believe you had been deceived.

We are a small U.S.-registered company with a fulfillment system that includes both domestic and international partners. This model allows us to offer significant savings on select titles—especially rare and specialty books—but it also sometimes leads to extended delivery timelines, particularly when customs or transit delays arise. Your order from May 9, 2025, appears to have been shipped with a USPS partner tracking number via an international logistics chain, which can result in temporary tracking issues, especially before the package is scanned by USPS on U.S. soil. Unfortunately, that initial “invisibility” window often leads to the exact concern you voiced: the tracking doesn’t register on USPS.com right away, and we completely understand how suspicious and frustrating that looks from your end.

I also want to acknowledge your concerns about being unable to reach us. We’ve experienced a sharp spike in volume over the past several weeks, and that has impacted our response times across email and phone—something we are actively addressing. We are not hiding, nor are we evading customer support—we are simply catching up from a logistical bottleneck that we were not prepared for at the scale it came. That is not your fault, and it should not be your burden.

Regarding the refund and the dispute you filed with your bank: if the bank is proceeding with a chargeback, we will comply without dispute, and you will not be charged again. If for any reason that process is delayed or rejected, we are still fully prepared to issue a refund directly. I’ve also reached out to our finance team to cross-check your order and ensure no double charges or pending balances remain.

As for your comment about our identity: we operate under a single legal entity, lbooks.co, and you may also encounter communications or references tied to our domain helloibooks.co or our Shop store. These are legitimate operational arms of the same business, not aliases for deception. We do not outsource customer service, and we are a U.S.-based business—our business address is 407 Blue Spruce Lane, Westminster, MD 21158. While we do work with international fulfillment partners (as many retailers do), our customer support and leadership are based here, and we take pride in doing right by our customers—especially when we fall short.

Lastly, I want to say this with great care: I hear your frustration, but I also want to gently ask that we avoid painting entire countries or regions with one brush. Many reputable companies—large and small—rely on global partnerships, and issues like yours are not a reflection of a culture or region, but of a fulfillment and communication process that failed. And for that, we’re truly sorry.

If you need immediate assistance or wish to speak with us directly, please reach out at hello@lbooks.co or by phone at +1 (628) 277-3649. We are available Monday through Saturday and we truly welcome the opportunity to make this right.

With respect and sincerity,
Camille Jourdain Hohl
Customer Support Team
lbooks.co

Réponse de Velora

30 oct. 2024

Dear Daiken,

Thank you very much for sharing your experience with us. On behalf of lbooks Corporation, I want to sincerely apologize for the inconvenience caused by the delivery issues with your recent order. My name is Magdalena Goldie, and I am part of the Customer Support team here. I am reaching out to not only offer an apology but also to provide a clear solution that will hopefully restore your trust in our service.

At lbooks Corporation, we are committed to ensuring that every order is processed correctly and promptly, and I’m truly sorry that we did not meet that standard with your order. Despite the address details you provided, it appears that your books were mistakenly shipped to a California address instead of Missouri. We completely understand how disappointing it must have been for you and your wife to have expected your books, only to find that they were sent to the wrong location. Please rest assured that we take this matter very seriously, and we are committed to resolving it in a way that respects your time and expectations.

After investigating, we believe this error may have been due to a miscommunication in our shipping process. While we work diligently to prevent these issues, we occasionally face challenges with our logistics partners that impact order accuracy. I want to assure you that we are actively working with our shipping team to review this incident and improve our process to prevent such errors in the future.

In order to make this right, we would like to offer you two options to resolve this

We can immediately reorder the set of books you initially purchased, with a guarantee that they will be sent to your Missouri address with expedited shipping. This option will incur no additional costs, and we will personally monitor the shipment to ensure it arrives at the correct location as quickly as possible.

If you prefer, we are also able to issue a full refund to your original payment method. This refund will cover the complete cost of your order, including any associated shipping fees.

Please let us know which solution you would prefer, and we will move forward accordingly. You can contact me directly at magdalena.goldie@lbookscorp.com or call our support line at (555) 123-4567. We understand how important this purchase was to you, and we are committed to making things right.

Again, I apologize for any frustration this may have caused, and thank you for giving us the opportunity to address this issue. We value your feedback and are grateful for your patience as we work to resolve this matter to your satisfaction.

Warm regards,

Magdalena Goldie, Customer Representative
lbooks Corporation

Réponse de Velora

7 sept. 2024

Dear Grace,

We hope this message finds you well. Firstly, we want to extend our sincerest apologies for the delay in responding to your review. Your feedback is invaluable to us, and we deeply regret any inconvenience or frustration this may have caused. Please know that we take your concerns seriously and are fully committed to addressing them promptly.

We want to assure you that our team will be reaching out to you shortly to assist with any outstanding issues and to ensure that your experience with us is fully resolved to your satisfaction. Your satisfaction is our top priority, and we are eager to make things right.

In the meantime, if you have any immediate questions or concerns, please do not hesitate to contact us directly through one of the following channels:

Email: hello@lbooks.co

Phone: +1 628-277-3649

(We sincerely apologize for any previous issues with our phone line, which is now fully operational. Our phone lines are open Monday to Friday from 8:00 AM to 6:00 PM PST.)

Visit us: 871 Lawton St, San Francisco, CA 94122, United States

Once again, we apologize for any inconvenience you’ve experienced. We are committed to improving our services, and we truly appreciate your understanding and patience. Thank you for bringing this to our attention, and rest assured that we will follow up shortly.

Warm regards,

Magdalena Goldie
Customer Representative
lbooks Corporation.

Réponse de Velora

19 juin 2024

Dear Jason Rodriguez,

Thank you for taking the time to leave a review. I'm Natalia Leclere from the customer support team at lbooks Corporation, and I want to extend my sincerest apologies for the issue you've encountered.

At lbooks Corporation, we strive to ensure that all our customers have a seamless experience. Occasionally, due to the automated nature of our system, issues can arise, particularly if an author has not updated their book yet. I understand how frustrating this can be, and I apologize for any inconvenience caused.

I want to let you know that your book has already been sent out. Please keep an eye on your email for any updates regarding your order. In the meantime, if there’s anything else we can assist you with or if you have further concerns, please don’t hesitate to contact us directly.

You can reach us via email at hello@lbooks.co or by phone at +1 628-277-3649. Our phone lines are open Monday to Friday from 8:00 AM to 6:00 PM PST. Additionally, you are always welcome to visit us at our location at 871 Lawton St, San Francisco, CA 94122, United States.

Once again, we apologize for any inconvenience you've experienced, and we appreciate your patience and understanding as we work to make things right.

Best Regards,

Natalia Leclere, Customer Representative
lbooks Corporation

Réponse de Velora

Actualisé le 14 mai 2024

Dear Allan Hobbs,

We're genuinely sorry to hear about your recent experience with our service. Firstly, we want to extend our sincerest apologies for the inconvenience caused by the mix-up regarding your book order.

At lbooks Corporation, we strive to offer a platform that connects readers with authors, fostering a vibrant literary community. We do indeed facilitate both hardcopy and digital copies of books, though it's important to note that our inventory management primarily lies with the authors and publishers themselves. Thus, the availability of hardcopy editions can vary depending on the author's arrangements.

We understand your frustration in receiving an a digital copies when you were expecting a hard copy. Your dissatisfaction is entirely justified, and we deeply regret any disappointment caused. Please know that we take your feedback seriously and will take steps to address this issue promptly.

We are committed to resolving this matter for you. Rest assured, we will reach out to the author to inquire about the availability of the hard copy of the book you ordered. In the meantime, if there's anything else we can assist you with or if you have further concerns, please don't hesitate to contact us directly.

Additionally, we want to assure you that your refund will be processed shortly. You can expect it to reflect in your bank account within 3 to 7 days.

In the meantime, if there's anything else we can assist you with or if you have further concerns, please don't hesitate to contact us directly.

You can reach us via email at hello@lbooks.co or by phone at +1 628-277-3649. Our phone lines are open Monday to Friday from 8:00 AM to 6:00 PM PST.

Additionally, you are always welcome to visit us at our location at 871 Lawton St, San Francisco, CA 94122, United States.

Once again, we apologize for any inconvenience you've experienced, and we appreciate your patience and understanding as we work to make things right.

Best Regards,

Natalia Leclere, Customer Representative
lbooks Corporation

Réponse de Velora

Actualisé le 11 mai 2024

Dear Miosha Johnson,

I hope this message finds you well. My name is Natalia Leclere, and I'm a customer representative here at lbooks Corporation.

First and foremost, I want to extend my sincerest apologies for any inconvenience you experienced with our customer service number. I understand how frustrating it can be to encounter technical difficulties when trying to reach us. Please know that we are truly sorry for any inconvenience this may have caused you.

At lbooks Corporation, we strive to provide exceptional customer service, and we are committed to addressing every query and concern promptly. Due to the high volume of emails and calls we receive, there are times when our phone lines may experience disruptions. However, please be assured that we are continuously working to improve our systems to better serve you.

Following this response, we will ensure to reach out to you shortly via email to discuss any further queries or concerns you may have.

Additionally, I would like to inform you that our phone line is now fully operational. You can reach us at +1 628-277-3649 during our business hours, which are Monday to Friday from 8:00 AM to 6:00 PM PST.

If you have any further queries or concerns, please do not hesitate to contact us. We value your feedback and are committed to resolving any issues you may have.

Thank you for bringing this matter to our attention, Miosha. We appreciate your patience and understanding.

Warm regards,

Natalia Leclere, Customer Representative
lbooks Corporation.

Réponse de Velora

10 mai 2024

Dear Lensky Louis-Jean,

We hope this message finds you well. Firstly, we want to extend our sincerest apologies for the delay in responding to your review. Your feedback is invaluable to us, and we deeply regret any inconvenience caused by our late reply.

We understand your concern regarding the speed of our shipping and the effectiveness of our communication channels, particularly via email. Please know that we take such feedback seriously and are continuously striving to improve our services.

At lbooks Corporation, we are currently experiencing a surge in both email and call volumes due to increased demand. However, rest assured that we are diligently working to address each inquiry as promptly as possible.

Following this response, we will ensure to reach out to you shortly via email to discuss any further queries or concerns you may have. Additionally, you are always welcome to contact us directly through the following channels:

Email: hello@lbooks.co

Phone: +1 628-277-3649 (We apologize for any inconvenience caused by previous issues with our phone line. It is now fully operational.) Our phone lines are open Monday to Friday from 8:00 AM to 6:00 PM PST.

Visit us: 871 Lawton St, San Francisco, CA 94122, United States

Once again, we extend our apologies for any inconvenience experienced and assure you of our commitment to providing improved services going forward.

Thank you for your understanding and patience.

Warm regards,

Magdalena Goldie, Customer Representative
lbooks Corporation

Réponse de Velora

Actualisé le 7 mai 2024

Dear Claude C Tyner,

I hope this message finds you well.

I wanted to extend our sincerest gratitude for taking the time to leave us a glowing 5-star review on Trustpilot. Your feedback means the world to us and serves as a constant reminder of why we do what we do here at lbooks Corporation.

Moreover, thank you for choosing to purchase a book from us. We're delighted to have had the opportunity to contribute to your reading experience. Should you ever need assistance, have questions, or simply want to share your thoughts, please don't hesitate to reach out. We're here to help!

You can always contact us at hello@lbooks.co +1 628-277-3649 or visit our address at 871 Lawton St, San Francisco, CA 94122, United States.

Once again, thank you for your support and patronage. We look forward to serving you again in the future.

Warm regards,

Réponse de Velora

Actualisé le 3 mai 2024

Dear Mr. Amaya Franco,

Thank you for reaching out on Trustpilot. We sincerely apologize for the inconvenience caused by the disconnected phone number and the delay in processing your refund request.

We'd like to assure you that your refund has already been issued. Our team contacted you on 20/04/2024 to confirm the details.

To ensure you receive your refund as quickly as possible, we will:

Contact your bank to verify the status of your refund.
Follow up with you directly via email with an update shortly.

In the future, you can reach us through the following methods:

Email: hello@lbooks.co
Phone: +1 628-277-3649 (We apologize for the previous issue with the phone number. It should be functioning now.) Our phone lines are available Monday to Friday from 8:00 AM to 6:00 PM PST.
Visit us: 871 Lawton St, San Francisco, CA 94122, United States

We value your business and appreciate your patience. We strive to continuously improve our customer service and regret that we fell short of your expectations this time.

Sincerely,