Improved LOA Member/Subscriber Web Site

I've received an e-mail from LOA describing changes to its member/subscriber web site. Other member/subscribers have probably received it, too, but I am copying it here for the benefit of others who may be interested in what is going on.

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Date: Aug. 15, 2023

Subject: Big changes are coming to LOA's website and customer service

Dear Library of America Customer:

We are delighted to announce that Library of America is implementing major upgrades to our customer service systems and relocating our warehouse. We expect these changes will greatly enhance our ability to serve our loyal readers, with noticeable improvements to your online experience and better communications regarding your book shipments. You will begin noticing changes soon after Labor Day.

In anticipation of the changeover, however, our Web Store will be unavailable for purchases starting tomorrow, August 16, so that we can process all existing orders and shipments before migrating to the new system. We will still be available for Customer Service inquiries, by phone at 800-964-5778 (until August 25) or by email at info@loa.org (throughout our downtime).

Here are some changes we are making to the LOA experience all customers can expect:

A new account number. It will begin with the numeral 4. Our Customer Service reps will still be able to find your account via your former account number or your name or email.
A redesigned shopping cart and checkout, making online purchases easier than ever for both retail customers and subscribers.
A new online customer service platform, making sign-on easier and improving the amount of information you can access—including shipping and tracking details. To maximize the security of your account information, our new platform will require new passwords. Log-in instructions will be on the new landing page when it goes live.
Heightened online security to continue keeping your data safe and your payment methods encrypted.
A new U.S.-based Customer Service team, with access to more information than previously available.
E-Gift Cards available for sale in any amount, making gift-giving a breeze. You can have them e-mailed to you or directly to a recipient.
New mailing addresses for returns and payments (see below).
Additional benefits for Subscribers:

Ability to access your subscription account’s complete history online and download it directly.
Online access to complete your Subscription Customization. You will be able to view, enter, or change your book selections, in real time, whenever you like!
Additional benefits for Members:

Automatic application of your membership discount to your website orders (excluding automatic subscription shipments)—no more having to remember a coupon code!
Beginning in 2024, members at the Readers Circle Level and above can select their annual free books online.
We are indebted to our loyal readers, subscribers, members, and donors, whose stalwart support of Library of America’s mission over the past 40 years has enabled us to make these changes. We would not be able to do it without you!

With grateful thanks,

Laura Gazlay
Manager of Subscriber and Customer Service

PS: If you’d like to make a tax-deductible donation to Library of America to support our continued growth, please go to www.loa.org/support.



New address for payments & orders:
Customer Service Center
Library of America
PO Box 970260
Ypsilanti, MI 48197


New address for book returns:
Library of America
100 N. Staebler Rd, Suite D
Ann Arbor, MI 48103


Our phone number remains the same,
but will be unavailable from August 25 through September 4:
800-964-5778
Mon – Fri, 8:00am – 9:00pm (ET)
Saturday, 9:00am – 5:00pm (ET)

Online access to complete your Subscription Customization. You will be able to view, enter, or change your book selections, in real time, whenever you like!

I'm quite looking forward to this, I've had a couple "mis-fires" with books sent that I already own or that I intended to exclude. The returns were never a hassle, but this should improve things and avoid such errors.

The new site is up and running. When first signing on, you are asked to reset your password. An e-mail message is sent with the means to do that. I had to try that three times before it occurred to me to check my spam filter. That is where the messages were ending up.

Finally getting into the new site, it appears very different and has been totally reorganized. I was just there to look, so I haven't experienced doing anything yet, but it looks like it should be very easy. One thing I couldn't find was the list of forthcoming books I had on order. There is nothing in what appears to be the most logical place to look. I'm going to call LOA to see if I need to reorder them.

I just placed an order for several of the newly-added titles, but I'm confused. I am a member, not a subscriber, and was asked to reset my password (per Podras' post above me). Once in, I selected the titles I wanted to purchase, but all the book images were of the slipcase editions only, and I'm now concerned that that's what I'll receive (as opposed to dustjacket copies, which I much prefer). Also, I could not locate for purchase the new boxed set of the 1960s crime novels, which is available on the general-public page. The !5% member discount did seem to be automatically applied to my order in the checkout totals; however, the email receipt I received and the pending charge to my credit card didn't reflect the discount! I've sent an email to info@loa.org about these matters, and am still glad to see the site up and running again.

>4 D_B_J:
The trick for getting the dust jacket copies is to place them in your cart as a guest before you sign into your account. Then sign in just before you check out. I haven’t got far enough to know about the discount codes, though.

>4 D_B_J: Call LOA customer service about the slipcase/dust jacket issue. They may be able to change your order to send you what you want. Worst case is that with a minimal charge, they will send you dust jackets.

Just got off the phone with LOA about missing the books ordered before the change to the new system. They're still in the system, and LOA expects them to ship within the next week or two. Apparently, the new system hasn't yet been populated with all of the data from the old system.

I can verify that my membership discount is applied to new orders automatically. There is a place for a coupon code on the order page, but it rejects the membership code. But when you go to the payment page, the discount has been applied.

Another piece of good news. LOA now accepts Discover Card.

I was happy with the old site, and am not thrilled with the new site.

I spoke with a rep today about a missing / delayed shipment. On his end, he said that the item is noted as having shipped and offered the tracking number. He also offered that he has had several calls from other subscribers who are experiencing delays and chalked it up to growing pains at the new warehouse location.

I will wait another week or so. My first ever issue with LoA in almost 10 years.

>9 clammer: The books that I ordered but not received under the old system have finally shown up in the new one. I've received e-mail notices that they have shipped. LOA is catching up.

I finally got the periodic selection that was auto-shipped three weeks ago; have noted that when paying for it on-line, the option to "auto-pay" for future shipments is now not an option.

When I put in my payment information, I was informed that by authorizing THIS payment, that I automatically authorize the "auto-payment" for FUTURE shipments.

This, I do not like. I have never "auto-payed"; I have always paid when I receive the shipment. Now, I'll just cancel my subscription.

Smooth move, LoA. Smooth move. Oh well, I've still got several thousands of pages to read. I won't be lacking for material. It was an enjoyable 10 year ride, but now it is time to get off.

Of course, if I missed the option, perhaps someone here can enlighten me how NOT to "auto-pay".

>11 clammer: I suspended my subscription long ago and manually ordered books I wanted when I wanted them. I did that to avoid getting duplicates in automatic shipments; something that happened once. I pay for books at order time via credit card. There was nothing automatic about it, and I liked it that way.

When the new system was implemented, my subscription status became listed as cancelled instead of suspended or on hold (whatever). Little changed because I became a Member at the basic level a few years ago. Again, orders and payments are not automatic. :-)

You can be a member, and thus receive the member’s discount, without being a subscriber?

>13 jhicks62: I don't know of any reason why not. My former subscription now being described as "canceled" seems evidence enough. Besides, one pays for membership independent of book purchases.