MBS Direct

According to UPS, a driver left the replacement book at his home.  Since they are unable to prove that the customer received the book, we will not charge the customer for the extra copy and he can disregard previous communication stating that he owes us for that book.  Due to the original...

book being damaged when the customer received it, I have issued a credit for the difference between New and Used pricing=$21.80.  The customer was able to use the book for his class despite the damage, so we will not be able to credit him for the entire amount.  I have put a note on his account for him to receive free shipping on his next order.  He will need to contact our customer service department to redeem that.  We sincerely apologize for the customer's negative experience.

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.

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]

Initial Business Response /* (1000, 6, 2015/06/05) */
Contact Name and Title: [redacted], CS Director
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mbsdirect.net
The customer was shipped a custom package that she claimed was missing or had a defective component. Our staff replaced that package...

so she would have what she needed for her course. The bundle contains MS 2013 for Windows. The only version for Mac is 2011. The following information was provided to us by her school:
"Students with a mac should contact their instructor. They can usually complete the Word, Excel, and PowerPoint projects with little problems. Office for Mac does not include Access though so students will have to find another computer with Access to complete the projects in weeks 5 and 6."
We have emailed this information to the customer. The customer has repeatedly demanded a refund for her order and has refused to return it to us. We denied her request, as the package she purchased and received is the correct required package for her course.
The customer has been verbally abusive to our staff over the phone and in emails, including excessive cursing and threats. She also posted a strongly worded message on our company Facebook page.
We reached out to Columbia College, her educational institution, to seek guidance. They have agreed to take over all future correspondence with this customer.
We have asked the customer not to purchase with our company again. Attached are copies of all written correspondence with her.

Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: [redacted], CS Director
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mbsdirect.net
A customer service representative requested a full credit on the customer's shipment on 11/16/15, prior to receiving this complaint....


It's very likely that the materials the customer returned were damaged in transit back to MBS Direct. We state on our website that we are not responsible for damages incurred during transit, but decided to offer a credit as a courtesy 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]

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]

We have requested that a check in the amount of $145.00 be issued to this customer, which they should receive within 2 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 experience. We sincerely apologize for the frustration this has caused the customer, and appreciate the opportunity to correct our mistake.

The customer was credited for her item on 3/29/2017.  She does not owe a balance to MBS Direct.  We have contacted our Collections department to discontinue further action.  We believe this was caused due to a programming error.  We sincerely apologize for this error and the...

frustration this has caused the customer.

Order #[redacted] Trouble Ticket #[redacted] We will be reaching out to the customer to provide her with a new 180-access code at no cost.  The situation was caused by our errors, and sincerely apologize to the customer.   At the time of purchase, a 180-day code was the item her school...

requested for us to provide.  However, that code was mis-labeled as a 365-day code in our database.   The updated arrangement with the customer's school to provide 365-day access for codes did not go into effect until the term following the one purchased by this customer.  When the customer contacted us originally for assistance, the customer service representatives addressed the incorrect item on the order in error, further confusing the situation.   Until we secure the updated code for the customer, she does have the ability to download off-line access to the item on 2 devices, of which can be a computer and a mobile device of some type.  We realize this is not her desire, and will work as quickly as possible to resolve her issue.   If she needs assistance at any time, she may reach our VIP customer service number at [redacted].