Akademos, Inc.

Complaint: ***
I am rejecting this response because:
THE BOOK WAS NEVER DELIVERED TO MY HOME WHERE IT WAS TO BE SHIPPED TO
SHIPPING NUMBERS WERE NOT SUPPLIED TO ME UNTIL NOVEMBER 13,I CAN NOT TRACK THE SHIPMENTS VIA *** WITHOUT THE *** TRACKING NUMBERS
THE SCHOOL WEBSITE WHERE I PLACED THE ORDER THROUGH ***/AKADEMOS STILL INDICATES THAT THE ITEMS HAVE NOT SHIPPED AND DO NOT PROVIDE ANY TRACKING NUMBERS EVEN TO THIS DAY
I ONLY RECEIVED UPDATES REGARDING THIS ORDER VIA AN EMAIL IN RESPONSE TO A SURVEY DETAILING THE UNACCEPTABLE "CUSTOMER SERVICE" RECEIVED FROM THIS COMPANY THREE MONTHS AFTER THE ORDER WAS PLACED AND PAID FOR
THE SEMESTER ENDS ON DECEMBER 13TH, AND THE BOOK WAS ORDERED ON AUGUST 29TH AND AS OF TODAY STILL HAS NOT ARRIVED
*** SAID THE BOOK WAS DELIVERED TO THE SHIPPING DOCK FOR THE COMPANY AND SIGNED FOR BY ONE OF THEIR EMPLOYEES-NOT ME NOR MY HOMEI HAVE NOT RECEIVED THE TEXTBOOK I ORDEREDTHE SCHOOL THAT ATTEND IS FULLY AWARE OF THIS ABSURD SITUATION AND NO, THERE IS NOT A "GOOD RELATIONSHIP" I'D EXPECT THAT *** WOULD IMPLY THAT IT IS ALL WELL AND GOOD BUT, SINCE HE IS NOT THERE, HE CAN NOT BE A RELIABLE SOURCE OF INFORMATIONOBVIOUSLY, HIS INTEREST LIES IN RETAINING THE MONEY CHARGED-NOT CUSTOMER SERVICEIF IT WERE, THERE WOULD BE NO NEED TO FILE THIS COMPLAINTI HAVE PROVIDED FAR MORE EVIDENCE THAN NECESSARY TO PROVE THAT I DID NOT RECEIVE THE TEXTBOOK AND THAT THE BALL WAS DROPPED ON THEIR SIDE*** NEEDS TO DO THE RIGHT THING AND OWN UP TO THEIR MISTAKE THEN CORRECT IT
MY HOME IS A SECURE PLACE TO RECEIVE DELIVERIES AS I HAVE RECEIVED ALL OTHER PACKAGES AND MAIL WITH THE EXCEPTION OF THIS ONEFURTHERMORE, I ATTEND TWO SCHOOLS AND DO NOT HAVE CLASSES EVERY DAYTHEREFORE, IT WAS NOT A FEASIBLE OPTION FOR ME.
YOUR COMPANY HAS THE BOOK, IT IS PAST THE DEADLINE THAT ITSHOULD HAVE BEEN DELIVERED EVEN WITH THE BACK ORDERTHE EXPIRATION DATE TO RETURN THE BOOK WAS EXCEEDED BEFORE THE BOOK WAS EVEN ALLEGEDLY SHIPPEDI NO LONGER NEED THE BOOK BUT I AM DEMANDING THAT MY COSTS BE RETURNED TO METHIS IS RIDICULOUS
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have documentation hat manager *** was aware that the website did say that the ISBN # came wig a new bookI have also been called names and directly spoke with the publisher who was a lot nicer than anyone at this companyThey were able to give everyone in my schools language department a great deal on our bundles because of the crappy mistake made by ***Especially when they are charging the cost of a book and an access code but only giving you an access code! The publisher gave us a deal of $for both and is accepting our returns which can your company refused to doWe had a discussion in my French class last night the department will opt out of your company as did the rest of be class you duped! We all signed a petition to not have our bookstore associated with you! Thanks to the publisher who made good on their word we can all have books this semesterNow That's customer service! Maybe you should follow their lead and stop falsely advertising and maybe be a little nicerI've saved your emails Erin, the ones where you basically call me a liarYou can expect many more complaints from students at city colleges. Have fun running your business into the ground!
***

Complaint: ***
I am rejecting this response because: Nowhere does it state the online codes are non-refundableWhen I enter the Order ID for the product into the return policy, it states that it can be shipped back for a refund (I just tried it again and it says it has been expired and it is too late for a refund)It being too late for a refund is also not applicable because I have been trying for months to contact this company It also does not make a difference if *** knows anything about the refund policy as I am not getting the code from them and was not told thisAnd there not being a record of my calls and emails falls back on the business as wellI made several attempts since I started my last semester at the beginning of January to contact them and never received any confirmation of them having even received my complaintsThere was no other contact methods which is why I had to result to the Revdex.com.This is what is states on their website: Purchased items can be returned to us for a full refund in the amount of the merchandise price paid less a 10% restocking fee, so long as the following conditions are met:Item was not purchased on our marketplace.Item purchased within days of your order confirmation.Item was not sold as "Non-returnable".If the item is "consumable", for example a one-time-use access code, it has not been opened or used
Sincerely,
*** ***

Hello, Ms*** purchased a Used copy of Microbiology: Laboratory Theory and Application from us, a used copy is not guaranteed to come with supplemental materials and since it's a loose leaf version it would not come with a binder, binders are sold separatelyIt may have one time been
shrink wrapped but because it's a used copy that would mean that another student sold the book back in this conditionMs*** can return this copy for a merchandise refund to our warehouse following our policy on the *** pageMs*** got the copy of the book she paid for which is a used copy.http://www.***.com/*** Thank you,Erin C***CS Manager

Hello,
Upon speaking with her school Ms*** will not receive a refund or replacement as she was given all of the information via automated email including the emails I sent to herShe was informed every step of the way including weekly backorder emails to her *** address what was going on. We cannot give refunds on items that were clearly delivered and we've made this clear over and over again to Ms***We have a great relationship with her school and have tried to accommodate all students however when tracking shows that an item was delivered the student must file a claim with *** and *** must handle that situationWe recommend next semester that Ms*** have all her textbooks shipped to her school for pickup which is something the school offers if she is unable to trust that her packages will get to her
Thank you,
*** ***
** ***

Hello, Mr*** purchased this item in our *** from a 3rd party seller, the seller sends out their product this is not our inventory, we show that Mr*** did contact the seller and the seller has responded every time even providing the tracking number***We show
via the tracking that this item was shipped on 1/and delivered on 1/which is more than enough time for shipment since the order was placed on 1/If for some reason the item hasn't been delivered Mr*** would need to contact the seller and inform them of this so they can contact*** to file a claim and if they have an additional copy they can send a replacementThe last communication I show from the seller is from 1/We are very specific about our policies involving the*** we will intervene if the seller has made an error on their part or if they ignore requests from a customer The seller that Mr*** referenced has 1000s of orders that they have fulfilled and has a very good rating by customers on our site, Stars to be exact so we see no reason to penalize this sellerWe can issue a refund for this item as a one time courtesy however this is a one time courtesy as *** has established that this item was deliveredWe have spoken with Mr*** more than once and have answered each and every one of his requests, my advice would be to look at the policies on our site and shopping in the *** to educate himself on how this area of the site works and also to have items delivered to his school drop off location so that there is no threat of theftThank you,*** ***
** ***

Complaint: ***
I am rejecting this response because:
" Ms*** was also informed upon
putting this item into her cart before payment that the item was on backorder
by the publisher, we also informed her school who was to inform all professors
connected to this book and the professors were to inform the students."
The order was placed on August 29th, AFTER I was emailed by *** that the product was in, AFTER A COMPANY REPRESENTATIVE spoke to our class at the request of our professor and informed us that regardless of what the website said, the book we were required to have for the class, was NOT on back-orderThe email is attached (*** Book Is In Stock) The order Confirmation is also attached(*** Order Confirmation * * *) ***/Akademos debited my account on September 2,Two weeks later, I received an email stating that the book was again on BACKORDERThe email is attached (Septtextbook delay)
"...her order was shipped to her via the publisher *** in separate
packages shipped in separate packages, ***, ***, also *** *** ***: *** tracking for all components all of the tracking numbers show that the items
were shipped and deliveredShe has been given all of these tracking numbers in
an email that was sent to her after she was emailed by me personally."
The first time I received any tracking numbers for the packages was on November 13, The only reason I was even contacted by *** is because, I completed a survey regarding my experience with the company months after I should have received my order(Attached as Email from *** at ***) The email insists that there were four packages each sent separately with four different *** tracking numbersHowever as you will see in the attached emails from ***, I was only provided with three tracking numbersAttached as (Email from *** at ***) Prior to that, I followed instructions and checked on the order through the online bookstore website through the schoolIt still shows that the order has not shipped and there are NO TRACKING NUMBERS GIVENAttached as (***) (***) (*** I explained that I only received three of the alleged four packages and neither of those packages that were left in the secured front lobby by the *** delivery man included the actual hard copy of the book that I ordered and paid forThe *** delivery driver was made aware of the package that I was expecting since I was under the impression that it would arrive as ONE COMPLETE ORDER and not "separate packages"However since I was not provided any tracking numbers I was NOT able to track the shipment and neither was he
"We will not be issuing a refund or return on any of these items as we've already spoken to this student numerous times and she refuses to listen to any type of direction."
"...these items came directly from the publisher and not from our warehouse, *** is stating they were shipped and delivered it is Ms*** responsibility to file a claim if they were not indeed deliveredWe will no
longer be assisting her regarding this issue."
I have been forced to spend additional time to place several calls, send multiple emails, and request face to face meetings with the Dean and my professor in regards to the issue because they ***/Akademos and Mr*** never were assisting me regarding these issues in the first placeDue to their ridiculously juvenile blame passing I was not able to access the online course materials that are a requirement of the class for over two weeksAs a result, I missed quizzes and fell behind on homework assignments while I was being directed from one "blamee" to the otherIt was not until September 29th (a month after the order was originally placed on August 29th, and days after my temporary access code to the online course materials was revoked) that I was given an access code to log in to the online course materials from *** *** *** *** *** *** for ***On the evening of Tuesday, September 30th, I received a single cardboard envelope that only included the online access code (I returned this access code to my professor as *** directed me to do)The same day I also received a small cardboard box containing only the Supplemental information for CH (the *** Ground tracking number on the envelope is: ** *** *** ** *** *** the *** *** tracking number for the small box is: ** *** *** ** *** ***)On the morning of Friday October 7th, 2014, I received the last and final deliveryA small box containing only the Coordinating Workbook for the textbook(The*** *** *** *** tracking number for the last box received is ** *** *** ** *** ***)I STILL have NOT received the mysterious 4th package "*** ***: ***" and I did not receive the textbook to complete my order According to the tracking number given to me by *** on November 13,the package was never actually delivered to my home but to a *** *** *** and Ultimately back to the shippers loading dock and signed for by someone named *** on October 14th,I have contacted all parties and attempted to file a claim with *** Unfortunately, *** *** and ***/Akademos, Inchave failed to uphold their end of our contractTheir actions left me no other choice than to report them to the Revdex.comI did not choose to use this company, I was forced to order the textbooks through the schools online website run by ***/Akademos, Inc I ordered required textbook materials on three occasions and twice I have experienced excessive delays The first incident, I ordered a textbook package on August 11,it didn't ship until September 8,The second incident being this absurd fiascoIt is unfair and unacceptable that they would be allowed to get away with taking the money of students and not fulfilling the order in its entiretyI ordered through ***/Akademos,Incdirectly, NOT the Publisher and certainly NOT ***Therefore ***/Akademos should be held accountable for their inability to follow throughEventually I was to pursue other avenues to secure the Math textbook that I ordered, paid for and still have yet to receive from themThe semester will conclude in less than a month and the book will no longer be of use to meThe only way to resolve this is to issue a refund since I no longer need the bookIf this is what can be expected from ***/Akademos and their "Customer Service Manager", I can only imagine the additional complaints that your office will need to address in the future.
Sincerely,
*** ***

I don't know if you were able to read my previous email where I stated that not until I get the book on my hands, send it back, and I get my money on my bank, I will accept this complaint as resolveYou can complaint with the school, not meI paid you, not them.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
There was not message during teh checkout process informing about a backorder on the bookJust as an FYI I just received a shipping notification indicating that the book is on its way to meHowever It seems like a ground deliver service was used to do so (*** ***) and it is scheduled to be delivered tomorrow even that it shipped last thursday
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I had to go to the Revdex.com to get this horrible company to even pay attention I have written and called three dozen times and gotten nowhere There is a corporate culture of ignoring student complaints UNTIL the Revdex.com or Attorney General steps in I am sorry that the parent company, Akademos, does not have a phone number on their webpage that allows me to report what is going on directly to them -- they don't want to know The calls always loop back to the subsidiary, TextBookX, which incidentally intermittently used the Akademos return address in their emails I wasted soooooo much time on this I'm pretty sure Akademos is a bad player I will continue to warn others.A nice man called me today and apologized, which is a great start But why is there only one person in all the people I talked to and corresponded with who has any manners or empathy or compassion or authority to make a decision to do the right thing Why does the customer have to go nuclear? Something is wrong with the culture This isn't a training problem It's a leadership problem.I am grateful for the progress in getting my full refund, but what a price I have paid
Sincerely,
*** ***

***
We apologize for this issue, and have issued you a refund of You do not need to return the bookI apologize for the inconvenience
Ben P***
CS Manager

Complaint: ***
I am rejecting this response because: I want payment recieved ($25) before case is closed.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They are either mistaken or lying I contacted them twice by email and heard nothing Despite on the website it said within days It has been weeks The voice mail again nothing I would not be filing a complaint if I would have gotten a simple email saying anything I also don't appreciate the tone of the reply letter, nor am I the one that is breaking any contract Return the emails or the phone calls and their is no complaint I understand it can take time when things are not done properly, but I provided proof in the email that the buyer had received the products If that wasn't enough then the fact that the semester has been going on for over a month and these were weekly lectures yet no refund has been requested is further proof Ignoring emails and phone calls are not appropriate actions and then reacting unprofessionally to a legitimate complaint only further speaks to the problem with this company It would be nice if the company would have simply said we are sorry that you did not receive a reply but please contact us again so we can work out this issue That would have been professional and would have restored my confidence in the company
Sincerely,
*** ***

Hello,
When customers call into our call center we state via recording, "Your call may be recorded for quality and training purposes." We inform the customer before they even reach a representative that their call is being recorded mainly because of these type claims we've had to start recording our call center callsIt is legal in CT where our company is based and we did put the recording on the welcome message when people call in as instructed by the state of ConnecticutBy calling into our customer service queue and holding on past that recording the customer has agreed to our terms.
Thank you,
*** ***
CS Manager

Hello, After speaking with *** *** numerous times we've already explained the situation to him, he sold the incorrect book to the customer and they had a lengthy back and forth communication where *** *** insulted and used a very insulting tone to the buyer who happens to
be another *** University studentVia this Buyer/Seller Communication tool that we have access to we show that the buyer shipped the book back to the *** *** who is the seller voiding the saleThe customer also filed a dispute with their credit card company because after returning the book *** *** failed to issue a refund to the buyer and we had to refund the student in full for the saleWe've spoken to *** *** via email numerous times and explained our seller policies and what he can and cannot do in order to receive paymentOnce a sale is void he is not issued payment on his sale he is however issued the shipping credit that was due to him originally because he did indeed ship the book outThis can all be found using the links below***
***
*** We are very thorough in our policies so that both the buyer and seller are protected if and when things like this occur*** *** will be credited $for his shipping per the seller agreement he agreed to when he signed up as a sellerThe buyer chose Economy Shipping and that is the method in which *** *** should have sent the item, you can view the 3rd link to see the credit that seller's get for their mailing optionsThese credits are based on ***'s own prices via their website ***Thank you,Erin C***CS Manager

***We apologize for this issue, and have issued you a refund of You do not need to return the book.I apologize for the inconvenience. Ben P***CS Manager

From: *** ***
Sent: Friday, April 11, 11:PM
To: ***
Subject: Retract Complaint
I would like to retract my complaint towards Akademos IncThey have resolved my problem and have issued my refund as of 4/11/around 8pmAlthough I did
not get $back I am satisfied and no longer with to continuously deal with this disputeIf I need to call and make retraction of my complaint, please notify me in email if needed
Thank You

Hello,
Ms*** purchased a Used copy of Microbiology: Laboratory Theory and Application from us, a used copy is not guaranteed to come with supplemental materials and since it's a loose leaf version it would not come with a binder, binders are sold separatelyIt may have
one time been shrink wrapped but because it's a used copy that would mean that another student sold the book back in this conditionMs*** can return this copy for a merchandise refund to our warehouse following our policy on the *** pageMs*** got the copy of the book she paid for which is a used copy.http://www.***.com/***
Thank you,
Erin C***
CS Manager

Hello, We've spoken to *** *** a few times yesterday and explained to her that this ISBN *** is not a physical textbook but rather a *** code/access, the name of the item is
*** * *** ** *** *** vol2, 2nd edition and is produced by *** *** ***This item was adopted for her class by her professor and is the item that the professor wants the students to have for his/her classOn our site we use a universal ISBN description system called *** *** which is what sites like *** and *** also use for the descriptions of their items, this information is given to *** by the publishers and can include information like I've shown belowBoth *** and myself have explained to *** *** that this item is not a physical textbook she paid for the item that she purchased she was not charged more or less this was the exact item she purchased with the exact ISBN for that itemThis is what is called a specialty item from *** and is sold most likely only to specific schools as this ISBN is not listed on their main websiteWe offered *** *** a $gift code as a way of saying thank you for her order and we were sorry that she was upset but she refused to take the offer and there is nothing else we can do for herShe is the one and only student we have dealt with from her school regarding this item and I would assume there are quite a few students in her classI've contacted *** *** *** myself via phone and spoke to a representative there directly and was told what we already knew, this item was never has never and will never be a physical textbook We try to do our best to please every customer but unfortunately that doesn't always happen so we offer gift codes in the hopes that students will understand that we can only post what the professor asks us to and that this is the exact item the professor asked us to post for their classIf *** *** takes issue with this item being posted for class she should really speak directly with her professor so that he/she can possibly explain why it was adopted and not a physical textbook***Description
*** *** + *** 12-month access code ONLY
*** - $gift code for student to use at checkout next time she orders her textbooks, code should be put into the Voucher/Coupon box on Step at checkout.Thank you,Erin C***CS Manager

*** ***We've already responded to your request and feel we've done enough as a company to assist you, we've spoke to your school about the incident and feel the issue has been closedThank you,*** CS Manager