MBS Direct

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Contact Name and Title: [redacted] ***, CS Director Contact Phone: XXXXXXXXXX Contact Email: ***@mbsdirect.net Normally we do not allow returns on items that have been opened, but I am going to authorize it for this customerWe will contact the customer's school to see if they can assist us by posting messages when an item has been used for previous courses to prevent students from purchasing duplicate materialsCustomer will receive a credit in the amount of $

One of our Customer Service Supervisors authorized the return on 9/4/and credit has been issued to the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I received an email today from the business with a new code I find this resolution satisfactory Sincerely, [redacted]

We have requested that a check in the amount of $be issued to this customer, which they should receive within weeks We have also flagged their account to receive free shipping on their next order When researching the customer's complaint, we identified that the book they purchased should never have been included in our guaranteed buyback program due to the components in the package This was our error, and we have corrected it so that no future customers have this same experienceWe sincerely apologize for the frustration this has caused the customer, and appreciate the opportunity to correct our mistake

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]

Initial Business Response / [redacted] (1000, 5, 2015/07/23) */ Contact Name and Title: [redacted] ***, CS Director Contact Phone: XXXXXXXXXX Contact Email: ***@mbsdirect.net We have shipped the customer a physical copy of the item he was having difficulty withNeither we, nor the publisher, could successfully assist the customer with resolution on the electronic item In addition, I have issued credit for the item ($169.75+tax) the customer purchased, due to the extensive time and effort the customer had to go to in order to get a resolutionI want to sincerely apologize to the customer for his experience with this purchase

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: *** ***, CS Director
Contact Phone: XXXXXXXXXX
Contact Email: ***@mbsdirect.net
The customer was under the impression that he was renting books from our company, but that is not the caseThe customer purchased
them from us
Our published returns policy:
Course materials must be returned within two weeks after class start date or within days of date shipped, whichever is later
The customer returned his materials after his course ended, which made them ineligible for a return credit
If a customer returns their materials after the returns period has passed, we look to see if the books returned have a buyback value in our systemUnfortunately, in this case, the items he returned to us were not being bought back
Buyback values are based on whether or not we need books to resellIf we have sufficient inventory or no need for the book in the near future, we do not offer a buyback value

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,
*** ***

A check was issued to the customer on 1/30/for the remaining balance of her shipment and a member of our management team contacted her to let her know. Although our customer service team followed our procedure for handling this type of issue, after further investigation, we determined
that the items were either lost in transit or after the package arrived at our facility. The Buyback Terms and Conditions on our website state that we are not responsible for lost, stolen or damaged books in transit and suggest that customers purchase insurance on their shipment. However, because it is possible that the items were lost after arriving at our facility, we decided to pay out the remainder of the balance

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: *** ***, CS Director
Contact Phone: XXXXXXXXXX
Contact Email: ***@mbsdirect.net
The customer placed her order through our website, but purchased an item through a Marketplace vendorWe simply facilitate the
ordering processOur website explains to the customer that they are ordering from another vendor and that any customer service issues have to be handled directly with that vendor
We are happy to try to assist the customer by contacting the Marketplace vendor on their behalf, but we are unable to make decisions about credits on their orders
She may contact the Marketplace vendor to request a refund and to return her order

We apologize for the confusion and any incorrect information that was provided to the customer. We will be contacting our collections department today to have the customer's name removed from their list. All pending charges have been removed

Initial Business Response /* (1000, 7, 2016/02/29) */
We have tried reaching out to the customer to assist him, but have been unsuccessfulWe have left voicemail messages for him, but have not received a response yet
Marketplace sellers have a range of delivery estimatesOur website
gives the following shipping disclaimer for customers when they place an order through the Marketplace"Shipping estimations are based on Marketplace seller shipping standardsDeliveries may be made earlier or later than estimated delivery range."
We understand and apologize for the frustration the customer has with us regarding the limited options to assist him with his Marketplace issuesWe can contact the seller on the customer's behalf, but often have poor results because our company facilitated the order, we are not the direct customerSome Marketplace vendors will not provide any information to a 3rd partyWe can also contact Barnes and Noble Seller Relations to report dissatisfaction with a specific Marketplace vendor, but that does not result in a specific answer to the customer's concernIt simply results in the Marketplace vendor getting a low customer satisfaction rating for that transaction
We sincerely apologize for and regret this customer's poor experience with his Marketplace transaction and for how that experience has tarnished his opinion of our companyWe would like to assist him in any way we can and hope that he will return our attempts to contact him
Initial Consumer Rebuttal /* (2000, 9, 2016/03/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/11/11) */
Contact Name and Title: *** ***, CS Director
Contact Phone: XXXXXXXXXX
Contact Email: ***@mbsdirect.net
The customer's book, "Concepts of Chemical Dependency" was received in our warehouse in damaged condition (stains)Books are only
eligible for buyback if the item is returned in a resalable condition
Our customer service representative had our warehouse staff double check the book, and provided photos of the damage to the customer via email
We returned the damaged book to the customer at no chargeWe will not be issuing any additional payment to the customer for this shipment
I have attached a screen capture from our website about buyback and our policies regarding book condition and payment

A credit of $was requested by our Customer Service department this morning at 8:13am based on the customer's report that they had not removed the item from the original shipment The credit should be processed within hours and applied to the original method of payment We
apologize for the frustration that this situation caused Normally, items that are returned with shrink-wrap removed or damaged are non-refundable In this case, the shrink-wrap was not removed by the customer

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]

One of our Customer Service Supervisors authorized the return on 9/4/17 and credit has been issued to the customer.

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]

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: [redacted], CS Director
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mbsdirect.net
We have shipped the customer a physical copy of the item he was having difficulty with. Neither we, nor the publisher, could...

successfully assist the customer with resolution on the electronic item.
In addition, I have issued credit for the item ($169.75+tax) the customer purchased, due to the extensive time and effort the customer had to go to in order to get a resolution. I want to sincerely apologize to the customer for his experience with this purchase.

The customer has placed several orders with us over the last few years.  The customer’s orders were paid for by a voucher issued by her school.  When the customer places an order with us, we bill the school for the amount of her purchase.  If a return is processed, the funds are...

issued back to the school.  The school is responsible for any funds due to the student.   1/12/2017  Order #[redacted] was placed. 1/24/2017  The customer called to request information on returning books she did not need.  We provided her with returns instructions. 1/30/2017  The customer contacted us again with the same question about returns and was incorrectly told that she was outside of the returns period.  2/14/2017  When we received her returned books, we issued a full return credit in the amount of $55.23 to her voucher. 2/20/2017  The customer contacted us to report that she had not received her ebook.  Our customer service representative resent the link for her ebook to her email address.  3/10/2017  The customer called to complain that she still did not have access to her ebook.  We have no record of her asking for help to access her ebook after the call on 2/20/2017.  She requested a refund, but it was denied due to the item being accessed and activated on 1/12/2017.  Our returns policy is that ebooks cannot be returned once accessed or activated.  The customer would have been given this information when she placed her order.   3/11/2017  Order #35391858 was placed. 3/12/2017 at 3:09pm  The customer called because she was unable to locate her electronic items.  She had been using her personal email address, but the books were listed under her school email address.  The customer declined further assistance at that time. 3/12/2017 at 3:33pm  The customer called back needing help to access and download the ebook, but told our customer service representative that she was unable to wait to speak with someone who could assist her. She said she would call back. 3/12/2017 at 4:06pm  The customer called again for assistance, but her internet connection was down.  Customer service representative offered to email her instructions so she could access her items when her internet connection was working again. 3/14/2017  The customer called for assistance again.  She still had no internet connection.  Our customer service representative advised her that we would not be able to assist her unless she was able to access the internet. 5/16/2017  The customer emailed us to complain about not receiving credits from her orders and that she had not been given her materials in a satisfactory timeframe.  Our customer service representative explained that the customer’s voucher was issued a credit in the amount of $55.23 on 2/14/2017 and that all of the items on her orders were filled by our company within 24 hours.  She claimed that she had not received refunds on her vouchers for the last 2 years (this is the responsibility of her school, not MBS Direct).   I believe our customer service representatives did everything within their power to assist the customer, outside of being given incorrect information on the returns period on 1/30/2017.  We were unable to successfully assist her in downloading her ebook because of The customer’s issues with internet connectivity.  However, I am authorizing a credit in the amount of $10.25 (the cost of the ebook she purchased from us) as a courtesy to the customer due to her long order history with our company.

The original credit was incorrectly applied to the wrong book.  I have issued the customer the remaining money due to her ($158.00+$14.14 tax = $172.14).  We sincerely apologize for the error and hope that this resolves the customer's concerns.