McGraw-Hill Education

Review: I purchased a product from Mcgraw Hill education because it was needed for a course that I am currently taking. I believe one of their sales representatives had given our school a bundle price that includes an access code, e-book and also customized textbook. However, only some students in our class are able to purchase with the promotional price, and the rest had to pay for the original price. I called their customer service to let them know the pricing issue, and it took me almost an hour and had to repeat myself several times because they transferred my call from one department to another. Finally, one of their representatives willing to take care of the matter and asked for the proof of the agreement on pricing, so I had my professor emailed her the document she needed for verification. A day later I got an email from her saying she will update the price on the website and as what I expected, this does not happen. So I had to call them again to ask for a refund because I paid for the original price to get my homework done before the due date. They agree to give me a refund of the price difference, however, they did not send me the customized textbook and also disabled my access to the e-book.Desired Settlement: I hope they can send me the customized textbook and also enable my access to the e-book as I believe these are included in the price I paid for.

Business

Response:

We determined that the customer ordered the incorrect product. We credited them in full for the incorrect item purchased and advised the customer of the item they should be purchasing in order to obtain access to the eBook. The customer was sent a copy of their credit memo on 3/*/16. I have advised the customer to let me know if they have any issues ordering the correct item. I sent a follow-up email on 3/**/16, however have not received a response.

Review: I called and placed an order for a book called Skillbuilding with software registration card. ISBN Number [redacted] last week. A person named [redacted] placed my order and said my book would cost me 64.50 plus shipping he said shipping would only be a couple dollars because im in the same state they are shipping it from. They are shipping it from Columbus, Ohio to Garfield Heights, Ohio. My issue is they almost over drew my account because they charged my bank account 109.00 when it was only suppose to be 75.00 at the most. [redacted] told me serveral times that that was the correct quote the 64.50 before we ended the call. I called customer service back and spoke to someone named someone named [redacted] she gave me a hard time and she that the person could not have quoted me that and when I asked her to speak to a manager I had to put my fiancée on the phone just to speak to her supervisor and I asked her to cancel the order and she said they she couldn't. That it was shipped out and when I talk to her supervisor which was [redacted] she said it wasn't shipped out in her system. When I asked [redacted] the issue she really couldn't do anything either to help me when I asked her to cancel the order with me on the phone she said she couldn't do it. She couldn't answer any question we had as a manager. They don't know why the person quoted me 64.50 didn't want to help me out as the customer being quoted wrong and charging my card something I didn't authorize. I asked her for corporate number because of the poor customer service I been getting and she didn't want to give it to me. she placed me on hold and came back to the phone and told me to look the number up online. We told her to have her supervisor to call us and she said to can send us to her voicemail and we tell her to call us. I have never had such poor customer service like this ever.Desired Settlement: At first I wanted them to just charge me what I was quoted and what I authorized them to take out my account and get my extra money they had back on my card. They could not do that for me so now I want all my money refunded to me as soon as possible so that I cant get my book at a cheaper rate from somewhere else. My class started last week. I even told them Its on their website cheaper then over the phone not the price they quoted me the price they charge me and I could have ordered the book at my school cheaper if I would have know they would charge my card 109.00 because that's not what I authorized. I also would like an apology for the run around and they having poor customer service and employees that don't know how to do their job.

Consumer

Response:

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,

Review: I received a past due invoice from McGraw Hill on December [redacted] for $58.86 worth of shipping charges. I had not ordered any products from McGraw Hill and did not know why I was being billed.

I sent an email about this about the invoice that I received in my email on December [redacted], 2014 and received the thirty textbooks in the mail on the next day. As I did not hear back from a representative I called McGraw Hill and was told that these books were another customer’s return and this was McGraw Hill’s mistake. I was also told that these charges would be dropped from my account and that [redacted] would come on McGraw Hill’s dime to pick the books up. Seven days later I received an email explaining this situation, after I had already had it figured out. There is seemingly no communication in this company. I was sent an identical email on December [redacted] for the second time even though the books had long been in McGraw Hill’s possession. Yet somehow through all of this, I am still being charged for the shipping (today is February [redacted]).

McGraw Hill somehow sent me THIRTY textbooks that were a return from another customer, and attempted to bill me for the $58.86 shipping costs. This has not been resolved to this date, as I received another invoice in my email yesterday, February [redacted] 2015, which stated that these charges were "seriously overdue" and would be sent to a collection agency if they are not paid by March [redacted]. I sent multiple e-mails to both McGraw Hill's credit card desk as well as customer service desk in an attempt to reconcile this issue. I received no response.

I made a phone call today and spoke with a customer service representative who told me that I needed to provide proof that the textbooks that they sent me by mistake were actually sent back. I am in the process of finding this [redacted] tracking number, however McGraw Hill sent me the shipping labels for these packages and should have record of doing so.

It has been two months, and this issue has not been resolved. If it is not resolved my credit will be affected, for something that was completely McGraw Hill's mistake, one that they have failed to fix.

Another issue seems to be the security of my personal information with McGraw Hill. How did my name, address, and email get mixed up in another customer’s return? McGraw Hill has a plethora of my personal information that I trusted to remain safe. This is obviously not the case.

I have the e-mail from the first customer service representative stating that the charges would be removed from my account, and that e-mail was sent on December [redacted] 2014. However the charges still remain on my account (February [redacted], 2015) with no immediate action being taken to remove them.

This is hands down the worst customer service I have ever encountered. This was a mistake on McGraw Hill's part, and they should have fixed it in December.Desired Settlement: I request that McGraw Hill remove these charges from my account, as they are not for services that I have ordered. These charges are completely due to a mistake on McGraw Hill's behalf and their lack of customer service as well as lack of communication between departments in the company.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding McGraw-Hill Education has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I placed an order with McGraw-Hill Education through the McGraw-Hill Shop on May **, 2014. My order # is [redacted]. Two hours after the call I was told by my [redacted] that I was unable to get into the summer class that I ordered this book for. I immediately called McGraw-Hill @ [redacted](###-###-####) which is the number listed on their Customer Support Site. I spoke to a girl, I believe her name was [redacted], and told her the situation. She pulled up my order and said, "Yes, I will cancel that for you." Then I told her that "the $89.39 had already been taken out of my account. When will that be refunded?" She then stated, "That is only a hold so since I have cancelled the order it will get released today and will probably take 2-3 business days to show back in your account." I said, "Okay, thank you for your help." The call ended. I checked my account on May **, 2014 and the money had not been put back into my account. I logged back into my McGraw-Hill account and noticed there was a shipment order number. I clicked on it to see that my order had not only NOT been cancelled like I was told and that it had actually been shipped and that is why my money was not in my account. I called the same number listed above and spoke with [redacted]. She was so helpful with helping me get it corrected. She told me the girl I spoke with before did not cancel the order and did not even put in the notes where I had called to have the order cancelled. [redacted] contacted Fedex for me and had the shippment reversed and sent back to their warehouse. Here is where the BIG PROBLEM comes in. They received the shipment back to their warehouse according to Fedex shipment records from shipping order # [redacted] on Thursday, May [redacted] 2014. I have not received my refund as of today, May **, 2014. I called in to the same number listed above for a thrid time. I asked why money had not been refunded to me. He told me that it could take up to 6 weeks. 6 WEEKS!!! I said, "It will not take six weeks because I had the order cancelled and it is not my fault that ya'll shipped it anyway." He said there was nothing he could do. I asked to speak to a [redacted] came on the phone. I asked if she was a [redacted] and she said she was the [redacted] over the training department. She told me the same thing about it taking 6 weeks and I told her that it was unacceptable considering it was their mistake to begin with. I told her that if it took 6 weeks to scanned a book back in and refund my money when it only took 30 seconds to take my money then they needed to close the doors because that was ridiculous. She said there was nothing else she could do. I asked to speak to someone above her and she said there was no one. I asked if she was the [redacted] and she said no. I said "then there is someone above you and I need to speak with them." She said there was no one above her in her department. I said I needed a direct number to her [redacted]. She did not give me a number. She stated, " I can have the returns department contact you about the issue." I asked for their direct number and she said they didn't have one. She took my name and phone number and I would not give her my email address because I told her they could call me not email me. She said she would escalate it. Needless to say, I have not received a phone call at all. I am very upset that this is becoming an issue because I did my part by calling to cancel the order and they are acting like this is my fault. IT"S NOT. TAKE RESPONSIBILITY OF YOUR ACTIONS AND FIX IT!!Desired Settlement: The solution to this is to refund my money in the amount of $89.39 which I paid to your company on May **, 2014. The refund should be in my account withing 2-3 business days from date of this complaint. If it isn't, I will take further legal action.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and the returns department contacted me on 05/**/2014 and informed me that my complaint had been resolved and that my refund had been issued.

Sincerely,

I order online access to materials from them back in July 2015. There was some sort of computer error. I purchased a teacher and student program. When the codes were redeemed, while both codes stated they were student codes, I actually had to teacher editions. Thinking this could be fixed quickly, I called and spoke to a representative. I was informed that this glitch needs to go to Tier 2 in their IT department. Long story short, tomorrow is October [redacted] and I still haven't received a student edition. Unfortunately, they are the only ones who sell this material so I'm at the mercy of this company. I haven't asked for a refund because I need this program however they STILL have to let Tier 2 handle it. I still haven't received what I paid for. Once this gets resolved, if it gets resolved, I will never deal with this company again.