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.

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title: [redacted], CS Director
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mbsdirect.net
Normally we do not allow returns on items that have been opened, but I am going to authorize it for this customer. We 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 materials. Customer will receive a credit in the amount of $121.50.

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.

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, 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].