Thelockedlibrary Avis 12

As a collector of special edition books, I would like to say that finding the 'The Locked Library' has been the gift that keeps on giving. Both of the boxes are incredible and I look forward to my surprises each month. Everything from the edge, down to the character art inside is mesmerising and I truly think that they are getting better as the months go on. My shelves have never looked so good. Thank-you to everyone at the company who play a part in these magical creations. ✨

I've noticed they've significantly downgraded their packaging for exclusive editions since late last year. It makes me question whether they truly understand what 'special editions' means if they think it’s acceptable to ship them halfway across the world in flimsy cardboard packaging (I'd say it's worse than waterstones). It made me seriously reconsider preordering their future editions. What's the point if it's going to arrive damaged? As an international buyer, shipping costs are already too high.

I can’t believe I didn’t check TrustPilot first… I never do this. I had a subscription with them for 6 months. During that time everything was ok. The books were alright for the money. I had one arrive with a torn cover - which they said they’d replace but they never did. I cancelled my subscription on the website 5 weeks ago. 3 weeks ago I was charged the fee, I contacted them and made them aware of what they’d done and they replied with a generic ‘how to cancel subscription’ email - when I’d explained to them I already had cancelled. It’s now been another 2 weeks and I’ve had no reply from them via email and not even received a book! Total scammers. Less than impressed entirely. Will have to contact the bank for fraud.

On the 1st of July I tried to cancel my July order so contacted their customer service because I couldn't do it through their portal anymore as the payment had been taken already but my request was denied. Their reply was "once the payment has been made for you order we are unable to cancel". Their FAQ section clearly states that they shall grant refunds if "the order is cancelled for the current month and before the box has been despatched". I don't know if it's the case of someone from their customer service not doing their job correctly, their lack of knowledge, or something else, but I've had a refund issued on a couple of similar occasions in the past whenever I forgot to skip a box, so I know from experience it is possible. Their cut off date this month was on the 3rd of July and their July boxes will be despatched not sooner than in the latter half of July. I know that they've been experiencing some serious shipping delays recently so it might be even later than that. Between my first email and now, I've sent a few follow up emails but haven't heard back from them again so I'm seriously considering raising a complaint.

I have honestly given the Locked Library a fair chance after being with them for some time. But it’s always an issue. My second ever order was weeks late and well into the next month before it arrived. My 3rd was charged twice and I had to raise a complaint to get my money back. It’s now been around 8 months since I joined for both locked library and forbidden wing subscriptions. Junes orders completely missing and they did not warn any of their customers of an issue they knew would be arising from a warehouse move. Numerous emails I have sent with the same response, they will be sent out soon. Still no tracking info and haven’t been sent. So I’ve been charged for 2 June books and I didn’t receive as well as the 2 July books and god knows when they will turn up.
The book choices are meh at best and with the forbidden wing being adult romance you would think there would be an adult book in there somewhere but it’s always YA. Really not worth the hassle as none of my other book subscriptions outside of Harper Collins have ever been a hassle like this. They really need to start caring about their customers and customer service.

I started my subscription for june and have had no correspondence from the company regarding where my order is and they have not responded to anyone about their order, so it is not an isolated issue. It's now July and they are expecting payment for this month which will not be happening. Would stay so far away from this company and go else where. Communication is ridiculously poor.

Book arrived damaged 12th December. Emailed them with pictures, (3 times!) no response just being ignored.

AVOID. Quite possible the worst customer service I have ever received. My first book arrived damaged and after weeks of trying to get this sorted a refund was refused. I then just stoped receiving a response from the company. Cancelling my subscription and cancelling my Romantasy sub before I even received the first book.

I have a number of book boxes and there have been hardly any issues but when there has been a problem Fairyloot and Illumicrate have always been incredible! Try those instead!

Bad customer Service, books arrive unprotected (no bubble wrap etc.) if the book is damaged they dont send an replacement (dent books dont count as damaged) They will sell you one book twice if you're supscribing late. Instead September/October i got the October book twice, when i mailed them they told me i ordered too late thats why i got the October box but no sings for helping me out, thats why i canceled by supscription with them.

Same with a previous review I have been charged twice and not received anything.

So far, unimpressed with this service.

I joined last month, paid upfront and have since been charged again and have yet to receive any books.

Customer service have told me I’m apparently paying a month in advance but personally don’t feel like that’s an acceptable response and also the May book I hasn’t even been dispatched yet. I have forked out over £50 and received 0 books for that. Contemplating cancelling before I’ve even received a single book.

So I had this for a good 4 months. And I just found the books that they select not that enjoyable. A lot of them have below 3.7 star reviews on Goodreads, are very Young Adult or just basic sci-fi and fiction. The copies are gorgeous, the printed edges are nice and the dust covers and the naked hardbacks pretty. But the selection of stories nothing I would have picked up myself from the bookstore.

I also found it so hard to unsubscribe. I kept getting charged every month for a subscription but no button in my profile to cancel it. Support didn’t reply for ages as well.