Collective Books Co Reviews 

Reply from Collective Books Co

Dec 21, 2025

Hello Diana,

We’re very sorry for the worry and frustration this situation has caused. We want to clarify everything clearly and help you resolve this quickly.

About the book you are still waiting for

Your order has not been forgotten. Some orders placed during the holiday period experienced delays due to high demand and logistics congestion. That said, waiting this long without clear reassurance is understandably upsetting, and we sincerely apologize for that.

We can immediately:

check where your book is, reship it, or refund the order, depending on what you prefer.

About the charge you noticed yesterday

This charge was not a new purchase made without your authorization. It corresponds to a subscription renewal linked to a 30-day free trial that was included in a promotional offer with some book purchases. After the free trial period, the subscription renews automatically unless canceled.

We understand that this may not have been clear enough, and we’re sorry for the confusion but it is not credit card fraud or an unauthorized use of your card.

You are not stuck with this charge.

Please email us at contact@collectivebooks.co

with: the email used for your order, confirmation that you want the subscription canceled and whether you want a refund or reshipment for the book

We will:

cancel the subscription immediately,
and resolve the book order situation.

We want to reassure you:
👉 No customer is charged without an associated offer, and no one is left without their book or their money. Thank you for bringing this to our attention we will make this right.

— Collective Books Co.

Reply from Collective Books Co

Dec 21, 2025

Hello Claudia,

Thank you for your message, and we’re truly sorry for the frustration this situation has caused. We completely understand your concern.

You’re right to expect clear information and a valid tracking number, especially after being told that your order was sent. Even during periods of heavy demand, communication should remain transparent, and we apologize that this has not been your experience.

About the tracking & shipment

During the December peak, some orders were marked as shipped when they left our production queue, but the tracking number only becomes active once the carrier scans the parcel. When this scan is delayed, it can unfortunately appear as if there is no tracking at all. We agree that this is confusing and not satisfactory.

About customer service & phone availability

We’re sorry if you were unable to reach us by phone. Due to the unusually high volume of requests during this period, phone availability has been limited at times, and we recognize that this added to your frustration. This is something we are actively working to improve.

What we want to do now

You should not be left without answers. Please contact us again at contact@collectivebooks.co
with your order number, and we will prioritize your case immediately to:

provide you with a clear update and valid tracking, or offer a reshipment or a full refund, depending on your preference.

We acknowledge your feedback regarding capacity and demand, and we take it seriously. This situation does not reflect the standards we aim to uphold, and your message helps us improve.

Thank you for your patience, and again, our sincere apologies for this experience.
— Collective Books Co.

Reply from Collective Books Co

Dec 21, 2025

Hello Sandra,

We’re truly sorry to read your message and understand why this situation has caused frustration. We want to clarify things calmly and transparently, and most importantly, explain how we can resolve this for you.

About the tracking numbers

The tracking numbers you received were not fake. During the peak November–December period, some carriers only activate tracking once the parcel is scanned into their local network, which can result in tracking links temporarily showing no information. We fully acknowledge that this is confusing and not a good experience, and we apologize for the lack of clear updates.

About customer service

Our support team has been operating under an exceptionally high volume of requests, which unfortunately led to delayed responses in some cases. This does not excuse the experience you had, and we are sorry if it felt like communication stopped — that is not our intention.

About the subscription charge

The charge you describe was not an unauthorized or hidden purchase.
It corresponds to a subscription linked to a promotional Christmas offer that included:

- a 30-day free trial to the CBC Family Legacy Community

- access to family content and weekly family giveaways (Gift cards / family vacations and much more)

After the free trial, the subscription automatically renews unless canceled. We understand that this may not have been perceived clearly enough, and we take responsibility for that confusion.

👉 You are not stuck with this charge:

We can cancel the subscription immediately
And we can also refund or reship your book order, depending on what you prefer

How to resolve this now

Please contact us at contact@collectivebooks.co
with:

your order number
confirmation that you want a refund (order) and cancel the community access

Your case will be prioritized, and we will close this properly.

We want to be very clear:
No customer is left without their product or their money, and this situation is not representative of the experience of the majority of our customers.

We’re sorry this was your experience, and we are ready to make it right.

— Collective Books Co.

Reply from Collective Books Co

Dec 21, 2025

Hello Esther,

Thank you for taking the time to share your honest feedback. We’re really glad to hear that the idea touched your heart that means a lot to us, as it’s truly the core of what we create.

That said, we’re genuinely sorry that the rest of your experience did not meet your expectations.

About the quality

We understand your disappointment regarding the materials, especially considering the price paid. Your feedback is important, and we continuously work with our printers and suppliers to improve paper, binding, and finishes. Comments like yours help us identify where we still need to do better.

About the delay and missing items

Waiting longer than expected and receiving an incomplete order is not normal, and we sincerely apologize for that. This should have been handled more smoothly on our side.

About the lack of response

We’re especially sorry that you didn’t receive answers to your messages by email and Instagram. During peak periods, response times were unfortunately longer than they should have been but feeling ignored is not acceptable, and we truly regret that.

Let us fix this, Please contact us again at contact@collectivebooks.co
with: your order number, details of the missing items

We will review your case and propose a solution (replacement, refund, or gesture) to make things right.

Thank you again for your sincerity. We’re sorry this experience fell short, and we hope we can still restore your trust.

— Collective Books Co.

Reply from Collective Books Co

Updated Dec 21, 2025

Hello Simon,

We’re really sorry for the confusion and frustration this situation has caused. We want to clarify things clearly and help resolve this properly.

The charge you’re referring to was not a second book order.
It corresponds to a subscription (CBC Family Legacy Community) that was included as part of a promotional offer with your original book purchase. This offer included a 30-day free trial, which then renews automatically unless canceled.

That said, we fully understand that this may not have been clear enough, and we’re sorry if this caused concern. Most importantly:

👉 You are not stuck with this charge.
👉 If you did not wish to continue the subscription, we can cancel it immediately.

Regarding the delivery delay, waiting one month is understandably frustrating, and we sincerely apologize for that experience.

What to do now

Please contact us at contact@collectivebooks.co
with:

- the email used for your order
- confirmation that you want the subscription canceled

We will review your case and resolve it as quickly as possible.

We want to be very clear:
No customer is intentionally charged for something they didn’t want, and we’re here to fix this.

— Collective Books Co.