Routledge: most-reported complaints
Automated analysis of 37 public Trustpilot reviews published 2021-03-09 to 2026-09-22. TrustScore 2.3 from 37 total reviews — see the Trustpilot page. Quick answer: is Routledge legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, with 13 out of 31 identified complaints citing this issue. Delivery problems are also frequent, as 12 reports mention failed deliveries and five mention late deliveries. Additionally, six complaints describe support as unhelpful. No trend can be established for these issues due to a lack of sufficient reviews.
How to reach Routledge
These are the contact details Routledge publishes on its Trustpilot profile, as of our last check on 2026-09-26 — it publishes no phone number there, address Broken Sound NW Pkwy 6000, Boca Raton, 33487, SG.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2026-03-20 and last replied to a negative review on 2026-09-23. We last checked this profile on 2026-09-26 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Severity: 42% of this company’s 31 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.1 days between the experience and publishing their negative review (25 reviews record both dates).
What their policy promises
cancellation method: Contact Form
“please contact us via our customer services [Contact Form](https://www.routledge.com/contacts/customer-service)”
refund window: 5-7 business days
“we will process your refund using your original payment method within 5-7 business days.”
cancellation method: Contact Form
“please contact us via our customer services [Contact Form](https://www.routledge.com/contacts/customer-service)”
cancellation method: Contact Form
“please contact via our customer service [Contact Form](https://www.routledge.com/contacts/customer-service)”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-23.
Sector benchmark: support unreachable makes up 42% of this company’s complaints vs a 18% median across 259 ranked companies in its sector.
Review velocity: 9 of this company’s 37 Trustpilot reviews (24%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Routledge?
Support unreachable
13 reports · 42% of complaints“Impossible to contact them.”
4 readers marked this review helpful on Trustpilot.
“bought an ebook but was blocked to access the book. contact for service support but never got back from them.”
1 reader marked this review helpful on Trustpilot.
“4 copies of a totally different books I don't need sent.”
1 reader marked this review helpful on Trustpilot.
Delivery failed
12 reports · 39% of complaints“Waited for a month, no delivery, no contact, nothing.”
3 readers marked this review helpful on Trustpilot.
“one will almost always get lost or take forever to arrive. I recently ordered 3 books back in late November 2023 but one never arrived”
2 readers marked this review helpful on Trustpilot.
“I called again to customer service and the representative was unsure on what to do.”
2 readers marked this review helpful on Trustpilot.
Support unhelpful
6 reports · 19% of complaints“one will almost always get lost or take forever to arrive. I recently ordered 3 books back in late November 2023 but one never arrived”
2 readers marked this review helpful on Trustpilot.
“I called again to customer service and the representative was unsure on what to do.”
2 readers marked this review helpful on Trustpilot.
“My book was initially declared lost by UPS”
1 reader marked this review helpful on Trustpilot.
Delivery late
5 reports · 16% of complaints“Waited for a month, no delivery, no contact, nothing.”
3 readers marked this review helpful on Trustpilot.
“horrendous import tariffs which are not mentioned even once (!!!) during the purchase process”
1 reader marked this review helpful on Trustpilot.
“They do not dispatch when they say they are going to. They take days to respond to messages.”
Refund refused
4 reports · 13% of complaints“Orders are in US dollars and this is not a fact prominently disclosed on their website. You find out only after you place the order.”
2 readers marked this review helpful on Trustpilot.
“Ordered a book in October 2022 and it was never delivered. In November, after trying to reach customer service for weeks, they said they'd send a replacement.”
“Refuse to authorize any sort of refunds.”
The company replied on 2026-03-27: “Hi Giselle, Thank you for your feedback, and please accept our apologies for the delayed response—we only recently claimed our Trustpilot account. After reviewing your case, I can confirm that we…”
Our classifier read this reply as a substantive response.
It promised: refund.
Misleading pricing
4 reports · 13% of complaints“Orders are in US dollars and this is not a fact prominently disclosed on their website. You find out only after you place the order.”
2 readers marked this review helpful on Trustpilot.
“horrendous import tariffs which are not mentioned even once (!!!) during the purchase process”
1 reader marked this review helpful on Trustpilot.
“at checkout no information was provided about international shipping fees.”
The company replied on 2026-08-14: “Hi Global Rating, Thank you for taking the time to share your feedback. I am sorry to hear about your experience and the frustration caused by the unexpected customs fee. To clarify, the charge you…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-23.