Academic Express Adult Education & Training

[redacted]
This is to inform you that we’ve received the customer’s complaint.After investigating the customer’s complaint we have determined the following:1. Buyer placed order on 7/**/16. Our fraud prevention department began to verify the information within the...

order as billing and shipping did not match.  2. Our fraud prevention department found that the shipping address did not match the name of the order. On 7/**/16 we sent the buyer a message to the email registered on the account. On the email we asked the buyer to contact us. 3. Buyer contacted us the same day 7/**/16 stating we charged her twice at which point we explained to her that she probably tried placing the order several times but only one amount was captured and the other transaction would be drop. On our system we were only able to see one transaction for the order received.  4. On 7/**/16 we asked the buyer if it was possible to ship to the billing address as our fraud prevention department could not match the address on the shipping to the name buyer provided. Buyer asked to ship to the address she entered as it was shipping to her daughter. We informed the buyer we would continue to verify the order. 5. On 7/**/16 we contacted the buyer again to inform her we could only ship the order to the billing address.  Buyer refused and said we could only ship to the shipping address entered. 6. On 7/** our fraud prevention did not approve of the order and cancelled the order. A refund was processed as we could not verify the shipping address. A full refund was processed to buyer's account. Resolution: Since we couldn't verify the shipping address a cancellation of this order was processed. Our system did not fully approved of the transaction and warn us to verify the information as shipping address did not match the billing address. We offered the option to ship to the buyer's billing address but buyer did not accept. The company decided to issue a refund as we could not ship to the shipping address as the address was not verified.

Hello, The company was not able to associate the cardholder to the person at the shipping address. Due to recent identity theft cases we have encounter we are not shipping large orders to a different address other than the billing which is the address registered for the cardholder. We would be happy to ship your order to your billing address if you are still interested in the items. Our fraud prevention department was not able to associate your information to that on the shipping address. It is for this reason that your order was not shipped to the address you entered. We offered to ship the order to the billing but this was not convenient for you at the time. We apologize for any inconvenience cause.

We will make an exception and issue a refund of the shipping. Please note for future reference and as stated on our customer service policy and return & exchange form, we do not refund shipping cost. We will make an exception this time but we will not be issuing refunds for the cost of shipping or for postage in the future as you were made aware via our customer service page and return & exchange form. In reference to your complaints to the sizing, the size charts are a reference so the customer is able to guide themselves and select the correct size.  However, size charts are not 100% accurate because you have to take in consideration body structure. A refund will be process for $7.95 for the cost of the shipping.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The business has outlined exactly what happened. However, the company has still not explained what "verify the address" means and why they have the extremely unusual and, from my perspective, unheard of policy of not shipping to a different address than the billing address. And they have made no attempt to "make things right". I have ordered from, I'm sure, hundreds of companies online and have never had such poor customer service. In fact, I don't believe I have ever felt it necessary to file a complaint itch the Revdex.com in my 70 years of life. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]