Elsevier Inc.

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 and the matter has been resolved.
Sincerely,
[redacted]

Good Afternoon,
I have received your complaint from our customer concerning trying to cancel her order that she placed via the web site. For your information, our representative stated that they could not cancel the order until it reached our system and that is correct as this is an automated...

system. The person she spoke with contacted the warehouse to try and catch the order to cancel. They informed her they caught it when in fact it shipped. I contacted the warehouse when I saw her email come through and she was upset. The warehouse contacted UPS and UPS sent the book back to us. We received the book back on the [redacted] of September and credit was issued on the [redacted] for $94.16. It is very difficult to try and catch the internet orders as it is an automated system that feeds to the warehouse. We tried our best to locate this item and stop it from shipping but were unsuccessful however we rectified by having UPS ship it back to us. We apologize her credit card was charged but it was re funded in a timely manner

Dear [redacted],Thank you for your recent Revdex.com complaint and for bringing the matter to our attention. Your case has been referred to the Complaints Department of Skrill for further review and response.Having carefully investigated the circumstances surrounding your complaint, we would like...

to hereby confirm that Skrill has successfully processed your transaction to [redacted] on Oct **, 2014 for the amount of $ 90.00 and money has been duly sent to the respective merchant so they could go ahead and deliver the goods/services they were paid for, namely - 650 favor points for Castle Age. Since Skrill only acted as the processor of the payment, we recommend you contact the merchant directly to obtain more details about the status of your order and/or to request a refund. The merchant's contact details are shown on their website. To help them locate your payment more easily, please feel invited to quote the following Skrill transaction reference: [redacted]. In the event that the merchant is unable to deliver the goods/service purchased or issue a refund within 2 business days, please feel encouraged to get in touch with us again and we’ll do our best to help you.Best regards,[redacted]

Review: TELKOMNIKA (Indonesian Journal of Electrical Engineering) ([redacted]) from 2012 is officially authorized EV(Engineering Village)source published in the official website announced by EV core directory. Recently in the absence of any official explanation of the situation, 2012, 2013 articles were all removed. Reply from the customer service says the matter is still under investigation, but I have been give no correct result till now. What is worse, this matter has caused us physical and mental harm because the article is removed temporarily from retrieval which leads to the problem that I together with my partners will be identified as academic fraud by our school which I work for and would probably face a large sum of fine and even demote, maybe even more serious consequences! All that is because EV did not follow the 2013 EV source publication catalog search released by yourself.We need your solution of this problem as soon as possible!Desired Settlement: I think the better way is that, for all the issues 2013 of TELKOMNIKA ( [redacted]), please add them to the database, and from 2014, please clearly and exactly check the compendex list, after that then publish it from EI official website ! I think this is better for both of EV and authors !

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Elsevier Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I ordered a book by mistake which was a duplicate of a book that I had already purchased. I did this transaction online however there was no "cancel" option. I called this company within 15 minutes of making the mistake and spoke with [redacted] who stated that the order did not show up on their system yet and that I would have to call back in the morning to cancel my order. He did confirm with me that the order would be able to be cancelled with no problems. I then called the next day and spoke with a customer service rep who was not sure of the policy and could only say that we cannot cancel the order and that we have to either refuse the package when it arrives or we have to resend the package back to the company. I then insisted on speaking with a [redacted] ([redacted]). After calling the warehouse, she stated that the package had not yet delivered and that she would cancel the order and my money would be refunded. I received an email today stating that my order shipped and confirming that my card was charged. I spoke with [redacted] today about this issue and she stated that there is no way that we can cancel the shipment at this point. She agreed to let me speak with a [redacted] when the [redacted] was back in office. I am very frustrated over the fact that the customer service reps all seemed very uninformed of how to handle a simple cancellation process. This could even pass off as understandable and does not phase me as much as a manger lying to me. She did state that the order would not ship and this was not the case. This company has only proven thus far to be incompetent and dishonest. My expected resolution is that I want my money refunded to me and do not want the book.Desired Settlement: Refund of full amount onto Debit Card.

Business

Response:

Good Afternoon,

I have received your complaint from our customer concerning trying to cancel her order that she placed via the web site. For your information, our representative stated that they could not cancel the order until it reached our system and that is correct as this is an automated system. The person she spoke with contacted the warehouse to try and catch the order to cancel. They informed her they caught it when in fact it shipped. I contacted the warehouse when I saw her email come through and she was upset. The warehouse contacted UPS and UPS sent the book back to us. We received the book back on the [redacted] of September and credit was issued on the [redacted] for $94.16. It is very difficult to try and catch the internet orders as it is an automated system that feeds to the warehouse. We tried our best to locate this item and stop it from shipping but were unsuccessful however we rectified by having UPS ship it back to us. We apologize her credit card was charged but it was re funded in a timely manner

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Company states they have a money back guarantee process if you pay for the [redacted] live review and you don't pass, you get your money back. After not passing I contacted the company which was on 3/**/15, I received a message back with instructions to return my review book and send a document stating I did not pass the exam, which I did. On 4/**/15 I was advised as followed:

Dear [redacted],

Thank you for contacting [redacted] Support. We spoke about your [redacted] Live Review refund. I spoke with that department, and confirmed that your refund is in process and you should receive a refund check within 4-8 weeks.

You may receive a survey in your E-mail asking about your satisfaction with the service that I provided you today. The results of this survey will help me to make sure that I continue to provide you with the best support experience!

Thank you for contacting [redacted] Online Support, if you have any more questions please give us a call (###-###-####) and we will be glad to help! Or visit our Support site at http://evolvesupport.elsevier.com!

Thank you,

Jonathan P[redacted]

Online Solutions :: [redacted] ELSEVIER

###-###-####

The 8 weeks passed still nothing, I emailed the company again and got as followed:

Hello [redacted],

Thank you for contacting [redacted] Support. Please be advised that I contacted the [redacted] Support team to inquire about your refund as it has exceeded the 8 week time frame of expected delivery. The [redacted] team advised me they will be in contact with you to resolve this. I do apologize for the inconvenience this must cause and thank you for your patience in the matter. You will be contacted at your email account [redacted]. Please keep me posted as I will keep this issue in progress until it is resolved. Thank you.

Best Regards,

Timothy R[redacted] Online Solutions, Elsevier

Followed by this email:

Hi [redacted],

With regards to the [redacted] Live review refund status, I received a communication from our cancellations team that it is still on process. Please bear with us, as we are currently doing our best to have it done. Rest assured I will send you an update everytime I will receive any information from them.

Please let me know if you need any further assistance. You can always call us at our toll-free number Mondays to Fridays from 7am-11pm CST Central Time, Saturdays 8am-6pm CST and Sunday from 12pm-10pm CST.

Kind Regards,

Flordeliza M. A[redacted]

Elsevier Customer Service

Online Solutions Customer Service

It is now 10 weeks later, I have sent countless amount of emails and no one will respond.

The company took my money for a class, told me to send the book back, I had to pay for shipping, and now they are lying to me and not giving me my money back!Desired Settlement: I want my full refund to be overnighted to me by 6/**/15! I am not waiting another week. I was told 4-8 weeks it is not 10!

Consumer

Response:

At this time, I have been contacted directly by Elsevier Inc. regarding complaint ID [redacted].MY case has been resolved

Sincerely,

Review: I am very disappointed in the quality of product based on the high amount of money spent on your texts. I am a student here in GA and my college exclusively uses your texts. I purchased them all new (listed below) and have been in school only since May. The books are so poorly produced that highlighting not only almost tears through the pages, but makes the text no longer readable. If you highlight on two sides, you can forget reading anything. I need these texts and we highlighted per our instructor but I am no longer doing this. The problem is that we have already done so in all our books and I can't read many sections in each book. I wrote a letter to corporate over 3 weeks ago, and its shameful that I have not heard a WORD from your company! I paid thousands of dollars for these books, I should be able to use them.

Concepts for Nursing Practice- [redacted]

Issues, Trends, & Management 6th ed.- [redacted] Fundamentals of Nursing 8th ed.- [redacted] Maternal Child Nursing Care 5th ed- [redacted] Medical-Surgical Nursing Patient-Centered Collaborative Care 7th ed.- [redacted]

NURSING RESEARCH Methods and Critical Appraisal for Evidence-Based Practice 8th ed. -[redacted]

PHARMACOLOGY A Patient-Centered Nursing Process Approach 8th ed.- [redacted]

Physical Examination & Health Assessment 6th ed.- [redacted]

VARCAROLIS’ Foundations of Psychiatric Mental Health Nursing A CLINICAL APPROACH 7th ed.- [redacted]

SAUNDERS COMPREHENSIVE REVIEW for the NCLEX-RN® EXAMINATION 6th ed.- [redacted]

SAUNDERS 2014–2015 STRATEGIES for TEST SUCCESS PASSING NURSING SCHOOL and the NCLEX® EXAM- [redacted]Desired Settlement: I would like new copies of the following books sent to me for use. This is all I am really asking for. I am on the content committee and won't recommend changing texts if this is changed, because this is very poor quality and for the amount you sell them for, should NOT be an issue. I will take to social media if you are not willing to work with me to resolve this

Concepts for Nursing Practice- [redacted]

Issues, Trends, & Management 6th ed.- [redacted]

Fundamentals of Nursing 8th ed.- [redacted]

Maternal Child Nursing Care 5th ed- [redacted]

Medical-Surgical Nursing Patient-Centered Collaborative Care 7th ed.- [redacted]

NURSING RESEARCH Methods and Critical Appraisal for Evidence-Based Practice 8th ed. -[redacted]

PHARMACOLOGY A Patient-Centered Nursing Process Approach 8th ed.- [redacted]

Physical Examination & Health Assessment 6th ed.- [redacted]

VARCAROLIS’ Foundations of Psychiatric Mental Health Nursing A CLINICAL APPROACH 7th ed.- [redacted]

SAUNDERS COMPREHENSIVE REVIEW for the NCLEX-RN® EXAMINATION 6th ed.- [redacted]

SAUNDERS 2014–2015 STRATEGIES for TEST SUCCESS PASSING NURSING SCHOOL and the NCLEX® EXAM- [redacted]

Business

Response:

Dear [redacted],Thank you for your recent Revdex.com complaint and for bringing the matter to our attention. Your case has been referred to the Complaints Department of Skrill for further review and response.Having carefully investigated the circumstances surrounding your complaint, we would like to hereby confirm that Skrill has successfully processed your transaction to [redacted] on Oct **, 2014 for the amount of $ 90.00 and money has been duly sent to the respective merchant so they could go ahead and deliver the goods/services they were paid for, namely - 650 favor points for Castle Age. Since Skrill only acted as the processor of the payment, we recommend you contact the merchant directly to obtain more details about the status of your order and/or to request a refund. The merchant's contact details are shown on their website. To help them locate your payment more easily, please feel invited to quote the following Skrill transaction reference: [redacted]. In the event that the merchant is unable to deliver the goods/service purchased or issue a refund within 2 business days, please feel encouraged to get in touch with us again and we’ll do our best to help you.Best regards,[redacted]

Review: This company is cheating consumers!!

My article can be searched in EI's data base last month, My search number is [redacted], but I cannot found it anymore now. This company reneged on an agreement to the journal TELKOMNIKA.

This action cause a seriously damage to many PhD students and teachers.

www.ei.org is the official website.Desired Settlement: continue their promise,