Elsevier

Revdex.com: Although I was disappointed that it took several weeks and contacting an attorney to reach out to this company in order to reach a resolution, I am satisfied that the account is now closedIf the issue had been sufficiently explained by a representative upon first contacting the company about my issues, I could have avoided much headacheI certainly hope this company has improved its handling of such issues Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 7, 2015/07/06) */ Customer was refunded for purchase on 06/22/and monies were reimbursed to the credit card used for the purchase

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] ***

Tell us why hereThe customer has been contacted and advised us their issue has been resolvedPlease see the following Hello [redacted] , I have just finished checking the access to “my content” on your site Apparently, something was fixed because I can get into all of the content for each book listed, with or without, the ID number listed So, unless you still want to talk, I do not see any reason for tomorrow’s call I have a lot of work to catch up on because I could not access testing/NCLEX questions prior to today Thanks, [redacted]

[redacted] rejected my initial response because she indicates she was not contacted via emailI was simply following the instructions of the Revdex.com Complaint which indicated the response needed to be placed on this site Also, I was waiting for tracking details on the shipment before posting a new response I received confirmation from UPS (tracking number [redacted] ) that delivery was made Monday, March I sent an email to [redacted] explaining why my initial response was posted via the Revdex.com site and provided her the shipment details along with confirmation that the system problem that prevented delivery of the issues has been addressed

We show the order was placed in our system on 09/16/and was shipped out of our Linn warehouse on 09/18/This is within the to hour shipping time that is indicated by our organizationProduct was delivered to the customer on 09/22/Shipping from StLouis to Florida is approximately business days as indicated UPS-this is excluding weekendsThis shipment reached the customer within business days of leaving our warehouse which is also within standardWe advised our customer that once an order is placed, they will receive the order within to business daysThis order was processed and delivered to the customer within that time frame as promisedThere is currently no monies due by the customer

Dear [redacted] ,Thank you for your recent Revdex.com complaint and for bringing the matter to our attentionYour 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 **, for the amount of $ 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 - favor points for Castle AgeSince 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 refundThe merchant's contact details are shown on their websiteTo 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 business days, please feel encouraged to get in touch with us again and we’ll do our best to help you.Best regards, [redacted] ***

Good Afternoon, I have received your complaint from our customer concerning trying to cancel her order that she placed via the web siteFor 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 systemThe person she spoke with contacted the warehouse to try and catch the order to cancelThey informed her they caught it when in fact it shippedI contacted the warehouse when I saw her email come through and she was upsetThe warehouse contacted UPS and UPS sent the book back to usWe received the book back on the [redacted] of September and credit was issued on the [redacted] for $It is very difficult to try and catch the internet orders as it is an automated system that feeds to the warehouseWe 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 usWe apologize her credit card was charged but it was re funded in a timely manner

Initial Business Response /* (1000, 19, 2015/09/30) */
The customer (*** ***) originally placed an order under invoice XXXXXDAin the amount of $using MasterCard as the form of paymentWe then received notification from her credit card that payment had been rejectedIn reviewing
the account, the customer received identical ordersOne order was charged using a Visa and payment was received but the other was charged using a MasterCard and payment was rejectedThe invoices are XXXXXDA& XXXXXDAThe customer returned one order and was refunded for the entire order with the exception of $The customer has kept the other order to which we have not received payment hence the $balance on the accountMonies were not refunded to the customer due to the outstanding balance on the account as a result of the rejected credit card payment

This complaint from *** *** is for non-receipt of print journal issues (Volume 28, Issues 1-6) of Leadership Quarterly which she paid November ,On February 23, 2018 I input a new courier reshipment request for the issues claimed as the prior reshipment input by the Customer
Service representative January 31, was not delivered due to a system errorI will forward the tracking details for the new courier shipment as soon as these details are received from our warehouse.The Customer Service Representative that received the initial call from *** *** on December 1st, requested the customer allow a few more weeks for receipt of issues for the paid order placed November 14, as the issues could still be in transitThe Customer Service Representative that received the second call from *** *** on January 16, requested the customer allow to the end of the week and to call back if still not receivedOn January 31, the Customer Service Representative that received the third call from *** *** input a reshipment request for the issues claimed, but unfortunately, due to a system error the issues do not show mailedI am working with our warehouse to ensure the issues be shipped courier using a traceable shipping method that I can provide the customer.If you have any questions and/or require additional information, please feel free to contact me directly at *** or via email at ***@elsevier.com.Kind regards,*** ***Elsevier Customer Service Manager

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

Complaint: ***
I am rejecting this response because: I have been told by Elsevier that they would email me or contact me regarding the tracking of the orderAs of this time, I have only received promises of shipments and and a promise of an email responses to my shipment inquiryThe company has yet to call me or email meThis response through Revdex.com by Elsevier, if accepted, would mean I am satisfied with them tracking my orderI am notThey have already failed in this regardI will be satisfied upon delivery of my order.
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2016/01/20) */
On December 15, they were refunded $There was then a reverse on this chargeThe customer needs to verify this with the bankWe see another withdrawn charge back for $
Initial Consumer Rebuttal /* (3000, 12, 2016/01/21)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I have got the money on my credit cardBut, the merchant DID NOT HELPI had to take up the dispute with DISCOVER and they were the ones who helped meThe merchant was nothelping and telling me that they are investigating for over weeks

We apologize that our service did not meet Mr***’s expectations. The issue referred to in the complaint was for an order we received payment for on June 19th. On July 12th, Marsha *** emailed Elsevier stating she had not received her order and she no longer wanted the product
requesting a refund Because of Ms***’s request, we began researching the status of the order and for the check noted in her request. We had difficulty finding the transaction detail and requested additional information from Ms***. After exchanging communications, we were informed to search under *** ***. With that additional information we were able locate the payment. The order had not been processed as order detail was not present when the check was processed. Once the check was located and we determined products had not been delivered the refund request was immediately approved and began processing July 20th. On July 31st, a refund check was mailed to Mr*** and it should be received by August 4th We regret Mr*** experienced difficulty with his refund request. We always strive to provide a positive customer experience

Customer has been contacted to try and resolve technical issue she is experiencing with the productWe are waiting a response back from the customer to validate resolutionCustomer has been contacted via support ticket and social media site

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:
Although I was disappointed that it took several weeks and contacting an attorney to reach out to this company in order to reach a resolution, I am satisfied that the account is now closedIf the issue had been sufficiently explained by a representative upon first contacting the company about my issues, I could have avoided much headacheI certainly hope this company has improved its handling of such issues.
Sincerely,
*** ***

Tell us why here... The customer has been contacted and advised us their issue has been resolved. Please see the following  Hello [redacted],             I have just finished checking the access to “my content” on your site.  Apparently, something was fixed because I can get into all of the content for each book listed, with or without, the ID number listed.  So, unless you still want to talk, I do not see any reason for tomorrow’s call.  I have a lot of work to catch up on because I could not access testing/NCLEX questions prior to today.             Thanks,             [redacted]

Initial Business Response /* (1000, 7, 2015/07/06) */
Customer was refunded for purchase on 06/22/2015 and monies were reimbursed to the credit card used for the purchase.

Complaint: [redacted]
I am rejecting this response...

because: yes, I have been contacted, however it has been after midnight and in some cases as late as after 2am ET. When I was asked for my phone number, the agent told me that they were also ET. However, the first 3 calls were well after a reasonable time when any person who works a full time job during the day would be asleep, as I was. It was not until I filed this complaint that I was contacted during the day but was at work and could not respond. I believe that they were deliberately calling and/or emailing me at times when I had already told the agent that I would not have access to my computer and It is against my company's policy to access sites outside of the work domain. I have now been given a number to call them at a time when I am with my computer. It is scheduled for Monday 9/11/17. We shall see if it is a legitimate number with a person who can solve an issue that suddenly appeared after using their site and programs for over a year. Additionally I have had no problems accessing other sites, random and course related on my PC except this one. 
Sincerely,
[redacted]