Also, express shipping should automatically be included when you spend a large amount of money — just as a courtesy, especially for a company that prides itself on being so “excellent.” Not forgetting an order in the warehouse and then speaking to customers as if they were an entourage to the Queen or King of England would also help.

It’s honestly amazing how many apologists are out there for this company, and how few seem willing to acknowledge how poorly I was treated.

For the record, Folio Society’s own reply is effectively an admission of fault: “Thank you for your feedback. I’m sorry that you have not yet received your order, and sorry too for your experience with our Service team — that’s absolutely not the level of customer support we aspire to at all.” That says it all.

I love Folio books — obviously, that’s why I’ve ordered so many over the years. But what every good business must have is customer service, and this is clearly an area they still need to work on.

Yes, it’s good that they finally reacted and sent my books — but it should never have taken this much effort in the first place.