Akademos, Inc.

Hello,
We state at checkout when a book is on backorder so that the student can decide whether or not they'd like to continue with their purchaseEach school year we get a booklist from the schools listing every book that has been adopted for each class and we go through each
one to see what is available and what is not, we then put together a spreadsheet with "problem" books that the school must decide whether to keep or changeThe school had decided to keep the books that were not currently available to get from the publisher and to wait until they were made availableBoth our company and the publisher has been in contact with the school about this since July of well before the syllabuses were given out to studentsAfter an order is confirmed by the publisher we cannot cancel it is not technically possible and in this case it is a bulk order that the publisher is now shipping out directly to the students to cut down on ship time when it becomes availableWe told this particular customer numerous times that we could not cancel the order but that he is more than welcome to return the book for a refundWe are not standing in his way from getting his money back, once he receives the item he can send it right back and we'll issue a refund when it's returnedUnfortunately due to the special agreement between the school, ourselves and *** Education we cannot cancel the items at this point in the order
Thank you,
*** ***
CS Manager

Hello,
Ms*** has been spoken to several times by both our company and her school regarding this order, 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 personallyWe 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
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 studentsWe've done our part as the bookstore for her school there is not anymore that we can do, Ms*** can file a claim with *** but she has refused to follow instruction on doing that as well up until this pointWe suggest she files a claim with *** as 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
Thank you,
*** ***
** ***

TextbookX: Fraudulent company who doesn't care about their customersI made an order through *** on *** (order # **SSN**-***) at 10:15am and, after realizing the incorrect edition was ordered, cancelled the order immediately before 11amI also wrote *** a short letter explaining and requesting the cancellation on top of the *** cancellation made within minutes of the original orderFurthermore, I called and spoke with two representatives the next morning after I got an email from *** stating that they close at 5pm and could not grant my cancellation request before their closing time (which is just an excuse to send the order anyway since I cancelled before 11am)The two reps I spoke to (Jackie and Briana) both told me that the shipment hadn't gone to the post office yet (which shows they aren't an honest company since they reported to *** that the order had been shipped early the next morning but didn't provide a tracking #) and they would make sure it wasn't shipped outThey both also told me they would call me back to confirm yet I never received a phone call despite calling and speaking with them six (yes, 6) times over the next few days all with the same conversationDon't ya know that TWO WEEKS LATER the book shows up in my mailbox! I sent it back and after a fiasco with their return address not being valid through the USPS, they were finally able to return it to themA few days after they received it, *** sent me an email stating they would refund only $of my $purchase! The policy on *** stated this return was a legitimate refund for 100% of purchaseHowever, *** is claiming that they charge a 10% "restocking" feeOk, so how is 10% off of $equalling to $107.50?!?! Even if you charge me the $shipping fee and charge 10% of the book price of $125, their math is still incorrect and they are ripping off the customer despite numerous emails explaining the entire situation and spelling out what it should beNow they are refusing to communicate anymore and I HAVE NOT SEEN ANY REFUND whatsoever! THEY HAVE THE BOOK AND MY $128.99!
This company is AWFUL and it has been the most FRAUDULENT and WORSE CUSTOMER SERVICE EXPERIENCE EVER! Do not take a chance with this company!

Complaint: ***I am rejecting this response because: I called the book emporium myself and spoke to the manager that bought the book he told me he was having a problem with the system he gave me his name and number and I gave it to *** customer serviceThe emporium has a history of not paying their debtsI told customer service several times and they assured me that I would get my money.everytime they always gave me the run aroundI did my part that book cost money and I want my moneyThey told me the book emporium would have to confirm that they recieved the bookThe manager said he was having a problem with *** system which is why he couldn confirm itI asked them to call the manager they did notThey even sent a message which im not sure the book emporium even gotI am being scammed By this company. Sincerely,*** ***

Sent the wrong book I ordered *** *** *** *** & they sent a book in German called *** They have no phone number for contacting customer service & have been delayed over a week for a response No apology, no response other than we will get back to you Meanwhile my only option is to return it AT MY EXPENSE for their mistake before the return window expires Don't bother calling the phone number above, it claims its Customer service & then when you select the cs option it says it is NOT a customer service number & sends you somewhere else Delaying responses nor no responses are the norm Never trust them

Complaint: ***
I am rejecting this response because:I feel that the business needs investigate this further for their own and their legitimate customer's protection, as it could be an employee, or a security breach of their systemI was not accusing the bookstore of fraud, rather I was saying there has to be someone accessing their system.The *** system did not "make up" the three debits, and they were taken from my checking account and payment to the bookstore was pending.If I had not noticed my bank balance to be off, *** would not have stopped the transfer and whoever had accessed the bookstore's system to initiate the fraudulent transaction would most likely have the funds now
Sincerely,
*** ***

Customer chose our FREE Economy shipping method for her order which is 3-business days for delivery, she placed her order on 8/and it was shipped out on 8/*** the customer called in on 8/to complain that she had not received her package yetWe attempted to explain
to her that the item is going *** and can take 3-business days therefore the 21st was the 6th business day and she was still within the allotted time frameCustomer was demanding we send out the item again going *** *** *** *** which is unacceptable as our company did not make any errors, the customer chose the cheapest and slowest shipping and decided to buy their books last minute, our company is not responsible for thatOnce a package leaves our warehouse it is the student's responsibility to track it's progress and if they see any issues they should contact *** with their tracking number so that they can intercept it or pick it up at the post office if possibleWhen she called in again on the 29th *** spoke with her and initiated a replacement order for her since it was well past the due date of arrival, if we see that a package has not arrived on time we initiate a replacement immediatelyThe book is on order however it is now on backorder with the publisher and is awaiting arrival to our warehouse, we no longer had stock on the item therefore could not send it out immediatelyUnfortunately these things do happen, *** does lose packages and we can only do so much to rectify the situationI have gone ahead and cancelled the replacement order and issued a full credit on the original order it should go back onto her financial aid in 2-daysHad the student contacted us back we would have done the refund over the phone for her rather than contacting the Revdex.com
We had to inform the Account Manager for her school of her belligerent attitude and use of foul language when she called into our customer service department and they needed to contact the school regarding her behaviorMy email to her was in response to the representatives complaints and the recorded call that we had of her talking to our representatives unfortunately those are the emails I dislike sending the mostMy staff handled themselves very well considering how they were treated and now that this student has been refunded the issue should be overWe are new to working with her school and some students have not gotten the hang of online shopping for textbooks we understand the frustration but we do not condone the behavior that was displayed by this young ladyThank you
August 21st
Hello,
Thank you for contacting *** customer serviceIt has come to my attention that you called into our
customer service line upset that your book has not arrived yet
Upon investigation of your order I show that you placed your order
on 8/at 2:48pm EST and it was confirmed 8/at 3:03pm ESTThe
shipping method you chose on this order was Economy *** which has an
estimated ship time of 3-business days via ***At checkout you are
given an estimated date range of when the item may arrive, we specially
say the ship time is estimated because we cannot guarantee a specific
date as we are not the ones delivering the product, *** isPlease see
attached screenshots of the checkout page where our estimated ship times
are listed
If your order has not arrived by at least the 10th day
we would suggest calling us because there may be a problem with the
shipment
*** as of now however your shipment is on track with no known issuesYou can continue to track this via ***.com
In the future when calling into our customer service department we
expect a specific type of decorum that does not involve cursing or
yelling at our representatives, we'd hope that you would treat our
employees how you would treat a professor at your collegeIf this does
happen again we will be forced to inform your school of the
indiscretionPlease keep in mind we record all calls
T*** ** *** *** *** *** *** *** *** ***
Kind Regards,
*** **
CS Manager
textbookX Team
August 26th From Student
Who are you? Why are you contacting me? I was not given the right to
speak with someone elsePlease under no circumstance do you think
"threating" me will be toleratedIn addition, this is not a good way to
contact meTherefore don't ever reach out to
me on this emailYou guys have my telephone numberFirst of all what
kind of customer service is this, with the rate you guys are going you
will be out of business and I will be putting this tacky email on Revdex.com to
show how unprofessional you guys areIt
explains why I never gotten an apology you haven't even spoken with me
but you felt the need to send me an emailWho is your boss or are you
going to be reluctant like the previous two people I spoke with who
refused to give me "management"This is the worst
customer service I have ever experiencedYou really need to get some
additional training because you guys suck and I did share my experience
with the appropriate partiesMaybe I should start a *** page to
not solicit your business, matter of fact I
see me doing a *** *** reviewThis is horrible
Also, in the event if you are wondering where you guys went wrong, no
one ever apologized even it was my fault or not, and no on ever offered
appropriate solutionsThe young lady advised that I purchase another
book ($265.00), that would upset any
person, and as you are doing you guys are continuing to blame without
acknowledging that it could be confusing or trying to accommodate or
reason with the customerTherefore this is poor service, I am so glad
that I had this experience because I will never
spend another dime here and will be speaking with the Board of
Directors, because they need to end their contract with you guysIt
terrible and you are so uneducated you thought it would be "wise" to
confirm how unprofessional you guys are by sending this
email from "management"
You send me a random email and don't even take the time to disclose
who you are, who trained you guys? What kind of management is this? Then
you take the time to threatened me, so is that your way of saying
don't report us, because I am and matter of fact
I had forgotten about it, this email is a reminder of how important
this topic is and needs to be escalated
Thanks for the lack of "customer service", never ever again...horrible service
P.SIf you continue to work with the public, sharpen your skills as the customer service for this company is dull and dry
Lack of Customer Service will take you out of business, I have shared
with people yesterday and provided other companies they should
utilizeI could actually forward you an email from *** on how
professional they are, I ordered books from them and
they messed my order up twice, they offered reasonable solutions and I
spent more money, but due to great customer service skills, I felt like
they were worth itThey followed up and even when the gentlemen
couldn't help me and gotten someone else, not management
but another co-workerHow about that my book is still coming late and I
spent more money but because of the customer service I referred themI
understand business but right now I feel like I'm being robbed, you
guys don't deserve my $that's what I'm
trying to get you guys to understandQuite ironically this happened
the same day I contacted you guys, maybe you should figure out what they
are doing that you are notOne things for certain they are making
money and you guys will be going out of business
if the customer service doesn't take a radical transformation
Sincerely,
I require great customer service!
*** ***
August 27th
Hello,
Thank you for contacting *** customer service*** I am the Customer Service Manager and was
informed by my customer service representatives of the incident
involving your callAfter listening to the recorded messages we felt it
was necessary to email you regarding what had happened, we've also
forwarded on the recorded call and this email to the Account Manager for
your college so that they can take the appropriate steps in notifying
whatever party necessaryBoth representatives gave you the information
that you asked for and a Manager contacted you with the information you
asked for, the email that we are provided is the one that is on your
order which is the *** email address, that is the one we will always
contact you on
We are very happy to be working with your school and to have saved
students $300,already in one month however we cannot do it alone, it
takes a very large team and teamwork between us, the school and the
students to accomplish thisWe look forward to a very long partnership
and one that will save you as well as your classmates significant
amounts of money, after all that is what we are here forIf you need
anything further please do not hesitate to ask, but as I said in the
future please be aware of how you treat the customer service
representatives who are trying to assist you we will not tolerate
yelling, cursing or otherwise belligerent behavior
*** is your one-stop-shop for New, Used, eBook, and Rentals
Kind Regards,
*** ***
CS Manager
textbookX Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meHowever if this item was actually delivered to my home I would not be complaining about not receiving the itemI have emails from the seller; that is sent to me in code (just a bunch of letters and numbers) and is non readableI was told it was my web browser by the***.com customer service but that is no way the caseI wouldnt have went out my way to purchase the same item again before the refund, because it was required for classI have filed a claim with the post office because it was not delivered and have sent that claim to *** customer service also. The resolution of this matter is important to me, so thank you. Sincerely,
*** ***

Hi ***,I am sorry that you are unable to accept this responseI have refunded you anyway, as I believe this is the correct resolution to take. Concerning our culture, I promptly reviewed this issue with our full customer service staff, encouraging them to reach out to leadership sooner, and not to simply stick to the rules.While we do have standard policies in place, we understand that exceptions are to be made in certain cases, and are happy to do so, when warrantedYour case clearly shows this culture has not permeated to all of our customer service reps, and we have implemented into our routine training, a reminder that customer service representatives are meant to represent the customer to the company, not the other way around.Again, I apologize that this was handled poorly, we strive to provide excellent service. Thank you again for bringing this issue to our attention.Ben P***Customer Service ManagerAkademos/Textbookx

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com: refund was received
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Hello, *** *** is notified via email anytime the bank rejects a payment and according to our records she has told us on multiple occasions that she has fixed the problem, we attempt to pay her and again receive a rejection from her bank*** *** agreed to the terms of our Seller Agreement when she signed up to sell with us and we've given her multiple opportunities to fix the issueShe simply needs to contact her bank and go over the information with them and ensure that her routing and account number is correct with what she is inputing into our system, once the bank tells her that the info she just input is ok she can contact us to reissue payment or she can choose store credit We follow the same guidelines that both *** and *** do with their Marketplace sellers, no company will send physical checksWe recommend that *** *** contact her bank and go over this information with them or change her payment to store credit so that we can submit the payment to her. ***
Thank you,ErinCS Manager

Hello,
We have no emails from this person in our system, they must contact us directly for assistance, a valid tracking number must be on the order showing the item was delivered to be paid for the sale. Once we have the updated valid tracking and we see that the item has been...

delivered we can then manually mark it as delivered. Seller has not followed their membership agreement by contacting the Revdex.com and not contacting us directly. During the back to school season emails and voicemails are answered in order they are received and by priority.
Thank you,
[redacted]
CS Manager

Hello [redacted],The rental company provides us information on why books were rejected once per week at this time. We are working on a system to make this faster.Your book was rejected due to it being a complimentary or teacher's edition.Since this is not your fault, and is due to a...

supplier issue, you should have never been billed for the buyout.I have refunded you at this time. Thanks,TextbookX

Complaint: [redacted]
I am rejecting this response because: It was not listed anywhere that it was only half of a book and was missing 400+ pages. I don't think I should be responsible for paying shipping back to the company and paying the restocking fee since I would have not bought the book in the first place if I had known it would only be half the book. 
Sincerely,
[redacted]

Hello, This order was on backorder with the publisher. We have submitted the cancel request, and your refund is simply in the processing stages from the weekend. It will be processed by the end of business today.  Thanks,TextbookX

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello [redacted],We appreciate the situation, and have reviewed to determine what went wrong here. Upon review, your items were shipping directly from a partner, which is what prevented us from being able to cancel the order when requested. Though shipping through partners allows us to offer much more...

variety, on occasion problems like this may arise. Since this was no fault of your own, we have refunded the 10% restock fee, making your combined refund the requested 324.74.We will work with the customer service representative you mentioned to ensure our company stance on this is clear, as well as our overarching desire to service customers first. Thanks for letting us know how to do better.Akademos / Textbookx.com

Complaint: [redacted]
I am rejecting this response because:I feel that the business needs investigate this further for their own and their legitimate customer's protection, as it could be an employee, or a security breach of their system
I was not accusing the bookstore of fraud, rather I was saying there has to be someone accessing their system.
The [redacted] system did not "make up" the three debits, and they were taken from my checking account and payment to the bookstore was pending.
If I had not noticed my bank balance to be off, [redacted] would not have stopped the transfer and whoever had accessed the bookstore's system to initiate the fraudulent transaction would most likely have the funds now.
Sincerely,
[redacted]

From: Ben P[redacted] [mailto:[redacted]] Sent: Friday, September 29, 2017 4:00 PM To: '[redacted] Subject: RE: complaints    Complaint ID #: [redacted]Reviewing this, the refund received was issued when the student canceled her order for a...

calculator. Student’s order went on backorder with the publisher, without our knowledge. Once this book came back in stock, it immediately shipped to the student. Student had already re-ordered, and received two copies. We have reached out to initiate a return of one copy.