What if I Have Problems at Horror Mall?

The Horror Mall is my favorite place to shop for horror books. Today you’re going to find out one of the biggest reasons why I’m such a fan.

Horror Mall’s FAQ:

Horror Mall has an impressive FAQ that is worth reading before you begin your purchasing adventure. Knowing all of the rules, and the advice to getting the most out of your Horror Mall experience is worth the time it takes to read the page.

The FAQ has a lot of really good information, including the suggestion that you split any purchases that mix in-stock items with pre-order items and why that’s usually a good idea. It outlines several different possible concerns and tells you how Horror Mall handles them. Having the knowledge now can save a little bit of money and stress later.

You can find the FAQ (frequently Asked Questions) by clicking on this link. Alternatively you’ll find it just below the Horror Mall banner to the left in a list of pages labeled “FAQ”.

What if you have a problem that’s not covered by the FAQ? Or what if your books arrive folded, spindled and mutilated?

Horror Mall’s Help Desk:

The easiest way to find the help desk is to look for the “Customer Support” link at the top, just below the banner next to the “FAQ” link.

First thing you need to get help is an e-mail address. If you don’t have your own e-mail address, feel free to make a gmail, hotmail or yahoo e-mail account to use for this occasion. You need an e-mail address because the response will be by e-mail.

The “FAQ” link takes you to the customer support center where you click on the button for opening a new ticket. Then you are taken to a page where you fill out your name, address, help topic and a message explaining the problem in as much detail as you can.

My word of advice is “be polite”. The people who run Horror Mall know that mistakes happen — they aren’t out to cheat you and they know you aren’t out to cheat them. So this isn’t adversarial. It’s a friendly conversation between people who want the same thing — to get the books that you want to read into your hands.

After you fill out the message and clicked on the “submit a ticket” button, then you wait. It can take up to 24 hours to get a response although in my experience its been a lot less. You’ll get an e-mail in your e-mail account and the problem solving begins.

Examples of Horror Mall’s Help Desk:

I am a Trouble Magnet. If something can go wrong around me, it will. It makes for an interesting life.

I’ve used the Help Desk twice in all the purchases I’ve made from Horror Mall. The first time was for an ebook.

I ordered Skin Flowers with several other ebooks and downloaded them when I got the download links in my e-mail. After each download I opened them up until I reached Skin Flowers which was locked and refused to open. None of the other seven books were locked or had any trouble opening. I filled out a ticket and in a surprisingly short time I had a courteous response from Shane Ryan Staley with a new link to a fresh copy that worked perfectly.

Months later I received a box containing two books, New Dark Voices 2 edited by Brian Keene and Oogie Boogie Bounce by Stephen Lukac. I only expected to receive New Dark Voices 2. I sent a ticket in explaining the problem and included the name on the invoice which wasn’t mine.

I got back a nice e-mail from Shane a short while later saying that there had been a mix-up. Since I had the book I ordered, he told me to keep the other book and he would make sure the other gentleman got his correct shipment. He thanked me for reporting the problem.

That is why I continue to shop at Horror Mall.

Introduction to Horror Mall Series:

Part 1 — What is Horror Mall, Anyway?
Part 2 — How can I find stuff at Horror Mall?
Part 3 — How Do I Purchase Stuff at Horror Mall?
Part 4 — The Digital Download from Horror Mall
Part 5 — What if I Have Problems at Horror Mall?
Part 6 — Some Final Words about Horror Mall

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Tagged as: Horror Genre News, Horror Mall