LexisNexis Canada Reviews (%countItem)
LexisNexis Canada Rating
Address: 700 - 123 Commerce Valley Dr E, Thornhill, Ontario, Canada, L3T 7W8
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I ordered a book from Lexis Nexis for a course. I made the order the evening of Tuesday January 8th, 2019 after the first class of the course. I paid the extra 41.50$ plus tax in order to get express delivery which the site says is 2-3 days.
I got an email from my bank saying my credit card had been flagged for fraud, and my attention was needed as soon as possible. I called them the next day and they canceled the card, indicating that though I had a receipt for my purchase from LexisNexis, the purchase will not go through. I emailed LexisNexis to inquire about this and got an email back, and a call indicating that the purchase did go through and the materials were on their way. I never got an email shipping notice from LexisNexis, but I did get *** notifications from other deliveries I had coming, which I got confused. I got an email from *** indicating there was a pick up ready the evening of Jan 15, which means I would have to pick it up the following day. Speaking with a colleague in class, he already had his book even though we ordered at the same time so I was mad that I paid so much for express shipping and still didn't have my book after 5 business days. So I wrote LexisNexis an email asking for a refund on my express shipping since it was not delivered on time and I would get it 6 days after ordered. I was even more confused when I went to pick up my order the following day and it was not the book, but a different purchase.
Their response to my email was to say that the delivery was attempted the 11th but no one was home, and they sent a screenshot of their tracking information which it turns out was from ***, not *** as I thought. This was a surprise to me since I never saw any delivery slip in my apartment's lobby for me, double checked and there was nothing there; I had no idea there was a delivery attempt. I'm not sure how *** or LexisNexis expect people to follow up on deliveries when they have no information on it. The only way for me to have tried to find out about my delivery was to be proactive and email asking for tracking info myself.
Once I got their email with the tracking information, showing the delivery is 'on hold' I was surprised, of course because I had no idea, so I asked how I could get my book. My inquiries were ignored, the reply response merely stating "Please be advised that we cannot waive the express shipping fee as it was shipped and dispatched on time from our end. It should've been received on the expected rush shipping turn around time (2-3 business days) if there had been a recipient on the initial delivery date."
I again responded that I got no tracking email, and no delivery slip so I had no idea. I responded saying as much, and it's been a week and I still don't know how to get my book.
They responded thusly: "We regret to say that we had done our part to fulfill your order on the timeframe you have preferred and paid for. However, there were certain mishaps that had happened that is something that we could not control from our end." No one indicated how I was to get my book.
Around this time I got a call from accounting saying that my payment did not go through and I needed to call her to arrange payment. By this time I was extremely mad since I paid extra for a service that was not rendered. The person indicated she would have customer service call me.
They emailed me a long email indicating that the account would remain outstanding until I pay, and that the delivery was basically my problem.
I understand if this is an issue with *** too- I suspect they may have tried to deliver to ***, instead of *** since my address is XXX-XX ***. I don't know but I'm extremely displeased. The order number is dXXXXXXXX.
I understand if I had gotten a tracking number from them - then I could figure out where my delivery is but to not get a tracking email OR an attempted delivery slip is awful. Now I am expected to pay when they have poor business practic
I would like to pay for the book fee plus the nominal 3$ charge for delivery only, not the express shipping. That would be 110$ plus regular shipping and tax. I am willing to pay that as long as I am actually able to get the book. Sometimes the holding locations are too far - I don't know how *** operates. Also, if they are in contact with *** which they should be, they should be able to tell me how to pick up my book or who to contact. Customer service shouldn't ignore my inquiries about how to get my book; it's almost as if they don't care once the item is out the door. In fact they are basically saying 'not our problem'. It's my problem now. I have asked them to cancel my order since they will not waive the delivery fee AND they are not telling me how to actually get my book. Canceling would be fine as well since the book is on course reserve at the library I just wanted my own. I would either pay the regular charge (not the 41.50 express) for the book, provided I am able to actually acquire the book (I don't know where it is or how to get it). OR Cancel the order entirely. I could order it from *** instead, get a tracking notification and pick it up easily without this nonsense.
Contact Name and Title: ***, Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@lexisnexis.ca
I sent the customer the following email on Monday, Jan 21, 2018:
Good afternoon Ms.,
Further to my voice mail message a few minutes ago, I have been notified of your dissatisfaction with our service pertaining to your order number dXXXXXXXX, thank you for bringing this matter to my attention.
I have reviewed the matter and acknowledge that we did not provide you with the service you should have expected and received, please accept my apologies for this. I will work with my Customer Service Representatives to ensure this matter is not repeated.
In reviewing the matter, I confirmed your order dXXXXXXXX was received on January 8th at 6:00pm. The order was entered into our system the morning of January 9th, and rush shipment was scheduled as requested. The package shipped on the afternoon of January 9th on *** tracking number XXXXXXXXXX. I acknowledge that this information is not automatically sent out to you, and we are working on that step of our process to ensure a better experience for our customers in future.
***'s records show a delivery attempt was made on January 11th at 1:30pm, and indicates "recipient was not available". I spoke with *** this morning and was advised that the driver did not have an access code to get into the apartment area, and therefore did not leave a delivery notification. As well, *** did not notify LexisNexis that they were unable to deliver the package. I am following up with our *** representative to ensure that in future, LexisNexis is notified so that we can contact the customer for further details.
Upon receipt of your inquiries regarding delivery of your order, we should have provided full information as outlined above so that proper steps could be taken to obtain your package, and we failed to do so. I will make sure in future we better work with our customer to assist them in receiving their orders.
I confirm that your original invoice XXXXXXXX was credited by LexisNexis in full on January 18th, credit note XXXXXXXX refers. I have attached copies of both the invoice and credit for your reference.
At this time, I am happy to provide you with your order at no charge to compensate you for this matter. Your package is still with *** courier and we have two options, (1) I can have *** re-deliver the package (we would want to provide them with an access code or an alternate apartment that would sign for your package if you are not normally home during the day), or (2) you can pick up the package at *** location at *** St W.
Again, please accept my apologies for the frustration this matter has caused. I look forward to hearing back from you at your earliest convenience to ensure the matter is resolved to your satisfaction.
Regards,
***
***
Manager, Customer Care
LexisNexis Canada Inc.
*** Road, Suite ***
Toronto, Ontario
*** CANADA
***@lexisnexis.ca
Tel: XXX-XXX-XXXX
Toll Free: X-XXX-XXX-XXXX
Fax: XXX-XXX-XXXX/X-XXX-XXX-XXXX
the customer has since responded, is picking up her book (which she will keep at no charge), and is happy with the resolution:
Thank you very much for taking the time to do this, it is much appreciated.
I was surprised that I never got a delivery email or notification, and I confused a different delivery with this one so I initially emailed indicating I could pick it up, but once I saw it was *** I was even more shocked because the only notice I had was from another company, and indeed I went to pick it up and realized it wasn'tmy book. I didn't indicate that in my subsequent emails, which I'm sure would have made it more obvious to your staff exactly how strange it was for me. That being said it seemed my emails were not being read.
Thanks again for reaching out and indicating that this LexisNexis will add the shipping email as I think this would have avoided any confusion.
I would be delighted to pick up the books at *** st.
Thanks again you have really made my day.
(The consumer indicated he/she ACCEPTED the response from the business.)
*** hit all the issues I had with my service: no tracking email sent, no delivery notice left and customer service not responding to the issue. She did extensive research and explained to me why *** didnt leave a delivery slip. While their explanation makes no sense to me; I have gotten lots of parcels at my apartment despite not being in the directory, and I always get delivery attempt notifications. This is by no means the fault of LexisNexis, it was informative for me and them as well.
In the end I'm quite satisfied, though I wish it had gone as as planned from the beginning.
Thank you, *** for your fantastic service.
I purchased a book through their online store on May 28, 2017. The book was required for a college course on June 8. The book was not delivered. when I had contacted LN (around June 12), they had confirmed that they had received the book back in their stock and offered to resend or refund me the monies. I chose the refund...and unfortunately still have not received a refund to this date. I keep receiving email updates that they are working on the matter. This is very disappointing that a company of this nature can not refund a customer's money in a timely fashion.
I am simply seeking the refund of my money that has been promised to me.
Contact Name and Title: B ***, Manager CS
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@lexisnexis.ca
Upon receipt of the complaint on Friday, July 13th, I called Mr. to assure him the matter was being rectified.
Today, I have emailed Mr. the following response (***@***.ca):
Good afternoon Mr.,
Further to our telephone conversation on Friday, I confirm the refund you have been waiting on for order dXXXXXXXX has now been processed to your credit card. Attached you will find a copy of your original invoice, credit note XXXXXXXX from our system, and copy of the refund receipt in the amount of $107.36, to your credit card for your records.
In reviewing this matter, although we confirmed with *** that they were unable to deliver your package and returned it to our distribution centre, the issue is that my office did not receive the paperwork for this return from the distribution centre. Once you notified our Customer Service Department, they did initiate the credit, however, approval for the credit was delayed due to this lack of paperwork. The credit did complete on July 11th, and has now gone back to your credit card. We will continue to follow up regarding this matter to determine why the paperwork did not follow the normal process to ensure this does not happen again.
Please accept my apologies for any inconvenience this matter has caused. If you have any questions please don't hesitate to contact me.
Regards,
***
***
Manager, Customer Care
LexisNexis Canada Inc.
111 Gordon Baker Road, Suite 900
Toronto, Ontario
M2H 3R1 CANADA
***@lexisnexis.ca
Tel: XXX-XXX-XXXX
Toll Free: X-XXX-XXX-XXXX
Fax: XXX-XXX-XXXX/X-XXX-XXX-XXXX
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the support of the Revdex.com in getting the matter resolved. I did receive a follow up and and explanation of the issue. I further explained to LexisNexis that it disappointed me that I had to take such a step by engaging the Revdex.com to have the matter resolved resulting in my dissatisfaction with the company's processes/ practices.