La Casa del Libro Museum-Library — Attraction in San Juan

UPDATE 10/16/2018: The owner responded to this review. Keep in mind my review is based on their phone/web digital sales. The owner's response is constantly deflecting with subtle attacks. The owner stated that I agreed to the shipping cost. Examine the attached receipts, they will show you two separate transactions at different times - the first charge already included a shipping fee. Yes, I "agreed" on the later second shipping fee since I already paid over $100 and simply wanted the DVD that bad. The owner further contradicts themself by stating I didn't give them the "opportunity" to resolve the issue by "informing" them, but in their opening response the owner actually states that I called them and even sent them photos of the 2 envelopes - all to 'inform' them of the empty sealed package. I did in fact inform them. The owner claimed my package photo showed "merchandise marks," implying the books were in it and got lost in the mail. It was a flat SEALED padded envelope, that I ripped open to discover it was empty. As noted in my original review, the person who handled my order immediately started deflecting..that I should call my local post office (already done), call their post office, etc. Then, they told me a different employee had shipped my order and that I had to wait until Monday to hear their 'side.' (I contacted them at 12:54 p.m.) The owner responded that this matter is now under USPS investigation (I have yet to receive any call from USPS), that they lost 'time and money' with me, and wondering what am I trying to achieve, suggesting that I am "bothering" the store manager/La Casa Del Libro. Dear owner, this is a review of my experience from a phone/web order. The purpose of a (negative) review is to alert others of bad practices or a rogue employee and allow the business to reexamine its efficiency, with the goal of improving their infrastructure that will lead to happy client/customer relationships. It's not to "bother" you or a manager. It's to alert others in being "bothered" with a similar experience.

Great historical place. My review is for their shipping sales. WARNING to researchers: Be wary of ordering over the phone/internet.

There is a rare documentary that I've been after and this place was one of its limited distributors. I spoke on the phone with Lillian H. who assisted me. After advising me on books aligned with my interests, I gladly added 3 books to my order to support the museum. Lillian initially charged my card, but later called back requesting my card info again to charge an additional $20 because she "underestimated" shipping costs. Although this was a little strange (now almost $30 in shipping costs for 4 media items) I went ahead with it.

I received 2 padded envelopes: One had 2 books (one was in used condition with torn cover), and the other was empty. The envelope was sealed with no signs of tampering. I alerted Lillian, who seemed to blame my post office, her post office, etc. Despite that Lillian having said to have handled everything, from packing, shipping, right down to the handwritten note inside, she now claimed that an employee did the shipping, and that the employee was now 'gone for the day,' so I would have to wait till Monday so that she can get their 'side of the story.' I thought it was strange that La Casa couldn't simply call the 'employee' via their cellphone/homephone to quickly hear their 'side.'

Not being inclined to take a private investigator role with she said/he said, I called my bank to handle that matter. They reversed the charges during the investigation and later favored my side.

I don't have the DVD that I wished for. The museum itself is a great place and a gem for researchers. However, digital sales and shipping is shady. The near $30 shipping cost is somewhat absurd. USPS Priority has a flat rate envelope that handles up to 70lbs for a flat $7.25, along with a number of other Priority flat rate options under $10. This is a problem of efficiency that I hope the museum tackles...

A surprise gem in San Juan! The Book Museum is definitely a place I will visit again, except next time, I will follow the process so I can see the antique book exhibit. Without an appointment, you can tour an interesting article exhibit, an area with reproduction printing presses, and their bookstore/gift shop where you can support local writers and artists. One of the local artists was kind enough to spend half an hour describing the printing presses and their workings. He was knowledgeable, friendly, and very outgoing. I made a point of buying some of his works in the gift shop to show my appreciation. Great find and I...

We were very disappointed in our visit. The two staff members were nice, but there’s really nothing to see. There is a small gift shop (maybe 50 books), three old printing presses (no explanations or demonstrations) and one room of artistic prints. That’s it. We asked about seeing the rare book collection mentioned on their website. It requires an appointment and is $70 a person. I don’t know what we were expecting, but it was a lot more than this. We don’t...