Pearson Clinical Assessments

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 Hi,I lodged a complaint against Pearson.They have taken care of my needs, shipped my order, and been in touch with me.Thanks for your assistance,***

Hello, Due to hurricanes and our back to school peak Pearson was experiencing out of the ordinary wait times during the time order was placedOrder# [redacted] was processed on September 20, Order tracking is attached for tangible itemsDigital account for digital items order was created on 9/29/Welcome email was sent customerWelcome email provides customer with log on informationWe apologize for any inconvenience customer has experienced Thank you, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I contacted [redacted] ***, the Pearson Supervisor who responded to my Revdex.com complaint, via email on 10/6/(I am traveling out of the country and cannot make international calls due to high costs)My email stated: Dear [redacted] , I received your response via email from the Revdex.com as noted belowI am traveling out of the country and cannot access my voice mail or make calls without high international calling fees, so I didn’t receive your voice message, but I did read the response you sent to the Revdex.comAlthough I appreciate your offer to refund the full amount I paid for Pearson’s Customer Support mistake, I am concerned because I shipped the item back at my own expense ($media mail shipping) and USPS tracking shows that my return was delivered on 9/26/16, which was days ago; yet you seem to know nothing about the returnThe USPS tracking number is [redacted] INDIANAPOLIS, IN, September 26, 11:04: Delivered, Left with Individual INDIANAPOLIS, IN, September 26, 08:36: Out for Delivery INDIANAPOLIS, IN, September 26, 08:26: Sorting Complete INDIANAPOLIS, IN, September 25, 11:13: Arrived at Hub INDIANAPOLIS, IN, September 24, 18:42: Arrived at USPS Destination Facility CINCINNATI, OH, September 23, 19:33: Arrived at USPS Destination Facility JACKSONVILLE, FL, September 22, 08:10: Arrived at USPS Origin Facility CORAL SPRINGS, FL, September 21, 19:06: Departed Post Office CORAL SPRINGS, FL, September 21, 12:27: Picked Up September 20, 00:00: Pre-Shipment Info Sent to USPS, USPS Awaiting Item Please advise as soon as possibleI have six days to response to the Revdex.com whether the issue with your company has been resolvedI would appreciate a refund for the amount of the product, shipping, and my return shipping costs Regards, [redacted] responded back:Hello Dr [redacted] , Thank you for providing me with the return tracking numberI will follow up with our returns department and ensure we get this issue resolved and the credit processed back to your credit card for the full amountRegretfully I am not able to refund you the $We are able to offer a 10% discount up to $or free shipping for your next orderAgain, we apologize for the inconvenience this issue has caused you Sincerely, [redacted] ***I responded back:As I said in my complaint, I have no intention of placing any other orders through Pearson, especially now since my return arrived ten days ago and still no refund has been issuedTherefore, your offer of a discount on future purchases is of no value or concession to meIf your customer service representative made the mistake (inconvenience) and the refund hasn’t even been issued yet despite if being there for over a week now (further inconvenience), then why should I have to incur the cost to return the item when nothing that happened was my fault?It is now 10/10/I have not heard back from [redacted] since 10/6/Even more concerning, I still have not received a refund despite the fact that USPS tracking shows that Pearson received my return two weeks agoEqually concerning, [redacted] seemed to have no realization when she wrote her Revdex.com response that the item had been returned despite my reasonable assumption that she must have checked my order history and my account information before responding to my Revdex.com complaint, and the return should have appeared somewhere on my account by 10/since the return arrived on 9/For these reasons, I have no confidence in Ms***'s assertion in her letter to Revdex.com that I "will be receiving full credit once return is received." Although her letter to Revdex.com indicated that the error was the fault of her company, Pearson, not only is Pearson apparently unwilling to pay for my return shipping costs, the company also hasn't refunded my credit card after two weeks of receiving the return Regards, [redacted]

Hello Mrs***, Please be advised that we are resolving the issue for Dr [redacted] Agent addressing her request to cancel order will be retrained as information provided to customer was incorrectAt this time package has been deliveredWe have reached out to Dr [redacted] to provide correct information and assist with returning the productWe unfortunately reached her voicemailI have provided her my direct numberShe will be receiving full credit once return is receivedPlease feel free to reach out to me directly if you have any additional questions or concerns Thank you, [redacted] Pearson Clinical Supervisor

Pearson's customer service is extremely frustrating and needs to be re-vampedI previously recommended Pearson over other publishing companies, due to Pearson's fast and reasonable shipping proceduresHowever, after trying to correct an incorrect invoice (they did not account for test kits I returned, and tried to overcharge me $1500), my opinion of them is changingTheir billing department is clearly outsourced to IndiaNot typically a problem, however, in this case, it is extremely hard to understand the reps (and visa versa), and it is clear that several reps are all talking in the same room, so you hear the chatter of multiple people at onceSo, they resort to emailing, slowing down the processI attempted calling on a Wednesday, got passed around to several different customer service reps, and eventually got sent to a voicemailThat rep did not call me back for two daysWhen he did, he expected me to have all of my order numbers and invoices right in front of me, which I obviously did notWhen I asked if he could just look up my account with my name and security information, he said he could notHe told me to email him the information, so I didI did not get a call back until the following Monday, to which he said I would have to email additional information, and they would get back to me laterAfter nearly a week, the issue still is not resolved

Pearson Clinical is almost completely unable to make their QGlobal product ordering and delivery of digital products functional. Every "improvement" and "upgrade" to their systems makes this worse. It can take 48 hours, multiple e-mails, and phone calls to get 1 digital product uploaded to my account for use. CSRs have introduced so many errors that one time it became impossible to resolve a situation. Pearson's prices, since they have become a monopoly for most psychological test products in use have skyrocketed proportionately as their QGlobal functionality has deteriorated. CSRs are constantly saying "we are having a problem with QGlobal." For 5 years? They should try to learn from PAR which has an excellent product but less popular inventory. Dr. M.E. 4/10/2019.

Complaint: ***
I am rejecting this response because:I contacted *** ***, the Pearson Supervisor who responded to my Revdex.com complaint, via email on 10/6/(I am traveling out of the country and cannot make international calls due to high costs)My email stated:Dear ***,
I received your response via email from the Revdex.com as noted belowI am
traveling out of the country and cannot access my voice mail or make calls
without high international calling fees, so I didn’t receive your voice message,
but I did read the response you sent to the Revdex.comAlthough I appreciate your offer
to refund the full amount I paid for Pearson’s Customer Support mistake, I am
concerned because I shipped the item back at my own expense ($media mail
shipping) and USPS tracking shows that my return was delivered on 9/26/16, which
was days ago; yet you seem to know nothing about the returnThe USPS
tracking number is ***
INDIANAPOLIS, IN,
September 26,
11:04:
Delivered, Left with
Individual
INDIANAPOLIS, IN,
September 26,
08:36:
Out for Delivery
INDIANAPOLIS, IN,
September 26,
08:26:
Sorting Complete
INDIANAPOLIS, IN,
September 25,
11:13:
Arrived at Hub
INDIANAPOLIS, IN,
September 24,
18:42:
Arrived at USPS Destination
Facility
CINCINNATI, OH,
September 23,
19:33:
Arrived at USPS Destination
Facility
JACKSONVILLE, FL,
September 22,
08:10:
Arrived at USPS Origin
Facility
CORAL SPRINGS, FL,
September 21,
19:06:
Departed Post Office
CORAL SPRINGS, FL,
September 21,
12:27:
Picked Up
September 20,
00:00:
Pre-Shipment Info Sent to USPS, USPS Awaiting
Item
Please advise as soon as possibleI have six
days to response to the Revdex.com whether the issue with your company has been
resolvedI would appreciate a refund for the amount of the product, shipping,
and my return shipping costs
Regards,
*** *** *** responded back:Hello Dr***,
Thank you for providing me with the return tracking numberI will follow
up with our returns department and ensure we get this issue resolved and the
credit processed back to your credit card for the full amountRegretfully I am
not able to refund you the $We are able to offer a 10% discount up to
$or free shipping for your next orderAgain, we apologize for the
inconvenience this issue has caused you.
Sincerely,
*** ***I responded back:As I said in my complaint, I have no intention of placing any other orders
through Pearson, especially now since my return arrived ten days ago and still
no refund has been issuedTherefore, your offer of a discount on future
purchases is of no value or concession to meIf your customer service
representative made the mistake (inconvenience) and the refund hasn’t even been
issued yet despite if being there for over a week now (further inconvenience),
then why should I have to incur the cost to return the item when nothing that
happened was my fault?It is now 10/10/I have not heard back from *** since 10/6/Even more concerning, I still have not received a refund despite the fact that USPS tracking shows that Pearson received my return two weeks agoEqually concerning, *** seemed to have no realization when she wrote her Revdex.com response that the item had been returned despite my reasonable assumption that she must have checked my order history and my account information before responding to my Revdex.com complaint, and the return should have appeared somewhere on my account by 10/since the return arrived on 9/For these reasons, I have no confidence in Ms***'s assertion in her letter to Revdex.com that I "will be receiving full credit once return is received." Although her letter to Revdex.com indicated that the error was the fault of her company, Pearson, not only is Pearson apparently unwilling to pay for my return shipping costs, the company also hasn't refunded my credit card after two weeks of receiving the return
Regards,
*** *** ***

Hello Mrs[redacted],
"">Please be advised that we are resolving the issue for Dr[redacted]Agent addressing her request to cancel order will be retrained as information provided to customer was incorrectAt this time package has been deliveredWe have reached out to Dr[redacted] to provide correct information and assist with returning the productWe unfortunately reached her voicemailI have provided her my direct numberShe will be receiving full credit once return is receivedPlease feel free to reach out to me directly if you have any additional questions or concerns. Thank you, [redacted] Pearson Clinical Supervisor

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.
Hi,I lodged a complaint against Pearson.They have taken care of my needs, shipped my order, and been in touch with me.Thanks for your assistance,[redacted]

Hello, Due to hurricanes and our back to school peak Pearson was experiencing out of the ordinary wait times during the time order was placed. Order#[redacted] was processed on September 20, 2017. Order tracking is attached for tangible items. Digital account for digital items order was created on...

9/29/2017. Welcome email was sent customer. Welcome email provides customer with log on information. We apologize for any inconvenience customer has experienced.  Thank you,[redacted]

Hello Mrs. [redacted],   Please be advised that we are resolving the issue for Dr. [redacted]. Agent addressing her request to cancel order will be retrained as information provided to customer was incorrect. At this time package has been delivered. We have reached out to Dr. [redacted] to provide correct...

information and assist with returning the product. We unfortunately reached her voicemail. I have provided her my direct number. She will be receiving full credit once return is received. Please feel free to reach out to me directly if you have any additional questions or concerns.    Thank you, [redacted] Pearson Clinical Supervisor

received dispute letter id#[redacted] please note we have resolved customer issue by providing customer an apology and a full refund.
Thank you
Pearson Clinical Assessments

Complaint: [redacted]
I am rejecting this response because:I contacted [redacted], the Pearson Supervisor who responded to my Revdex.com complaint, via email on 10/6/16 (I am traveling out of the country and cannot make international calls due to high costs). My email stated:
Dear [redacted],
 
I received your response via email from the Revdex.com as noted below. I am
traveling out of the country and cannot access my voice mail or make calls
without high international calling fees, so I didn’t receive your voice message,
but I did read the response you sent to the Revdex.com. Although I appreciate your offer
to refund the full amount I paid for Pearson’s Customer Support mistake, I am
concerned because I shipped the item back at my own expense ($3.09 media mail
shipping) and USPS tracking shows that my return was delivered on 9/26/16, which
was 10 days ago; yet you seem to know nothing about the return. The USPS
tracking number is [redacted].
 
INDIANAPOLIS, IN, 46268
September 26, 2016
11:04:00
Delivered, Left with
Individual
INDIANAPOLIS, IN, 46268
September 26, 2016
08:36:00
Out for Delivery
INDIANAPOLIS, IN, 46268
September 26, 2016
08:26:00
Sorting Complete
INDIANAPOLIS, IN, 46268
September 25, 2016
11:13:00
Arrived at Hub
INDIANAPOLIS, IN, 46241
September 24, 2016
18:42:00
Arrived at USPS Destination
Facility
CINCINNATI, OH, 45235
September 23, 2016
19:33:00
Arrived at USPS Destination
Facility
JACKSONVILLE, FL, 32099
September 22, 2016
08:10:00
Arrived at USPS Origin
Facility
CORAL SPRINGS, FL, 33071
September 21, 2016
19:06:00
Departed Post Office
CORAL SPRINGS, FL, 33071
September 21, 2016
12:27:00
Picked Up
September 20, 2016
00:00:00
Pre-Shipment Info Sent to USPS, USPS Awaiting
Item
 
Please advise as soon as possible. I have six
days to response to the Revdex.com whether the issue with your company has been
resolved. I would appreciate a refund for the amount of the product, shipping,
and my return shipping costs.
 
Regards,
 
[redacted] responded back:Hello Dr. [redacted], 
Thank you for providing me with the return tracking number. I will follow
up with our returns department and ensure we get this issue resolved and the
credit processed back to your credit card for the full amount. Regretfully I am
not able to refund you the $3.09. We are able to offer a 10% discount up to
$100.00 or free shipping for your next order. Again, we apologize for the
inconvenience this issue has caused you. 
Sincerely,
[redacted]I responded back:As I said in my complaint, I have no intention of placing any other orders
through Pearson, especially now since my return arrived ten days ago and still
no refund has been issued. Therefore, your offer of a discount on future
purchases is of no value or concession to me. If your customer service
representative made the mistake (inconvenience) and the refund hasn’t even been
issued yet despite if being there for over a week now (further inconvenience),
then why should I have to incur the cost to return the item when nothing that
happened was my fault?It is now 10/10/16. I have not heard back from [redacted] since 10/6/16. Even more concerning, I still have not received a refund despite the fact that USPS tracking shows that Pearson received my return two weeks ago. Equally concerning, [redacted] seemed to have no realization when she wrote her Revdex.com response that the item had been returned despite my reasonable assumption that she must have checked my order history and my account information before responding to my Revdex.com complaint, and the return should have appeared somewhere on my account by 10/6 since the return arrived on 9/26. For these reasons, I have no confidence in Ms. [redacted]'s assertion in her letter to Revdex.com that I "will be receiving full credit once return is received." Although her letter to Revdex.com indicated that the error was the fault of her company, Pearson, not only is Pearson apparently unwilling to pay for my return shipping costs, the company also hasn't refunded my credit card after two weeks of receiving the return.
Regards,
[redacted]

Made an order to be overnight they put in the wrong shipping information and when I CALLED THEM TO CORRECT IT THEY SAID NOTHING DOING AND THIS WAS BEFORE IT SHIPPED THEY HAVE TERRIBLE CUSTOMER SERVICE

Pearson's customer service is extremely frustrating and needs to be re-vamped. I previously recommended Pearson over other publishing companies, due to Pearson's fast and reasonable shipping procedures. However, after trying to correct an incorrect invoice (they did not account for test kits I returned, and tried to overcharge me $1500), my opinion of them is changing. Their billing department is clearly outsourced to India. Not typically a problem, however, in this case, it is extremely hard to understand the reps (and visa versa), and it is clear that several reps are all talking in the same room, so you hear the chatter of multiple people at once. So, they resort to emailing, slowing down the process. I attempted calling on a Wednesday, got passed around to several different customer service reps, and eventually got sent to a voicemail. That rep did not call me back for two days. When he did, he expected me to have all of my order numbers and invoices right in front of me, which I obviously did not. When I asked if he could just look up my account with my name and security information, he said he could not. He told me to email him the information, so I did. I did not get a call back until the following Monday, to which he said I would have to email additional information, and they would get back to me later. After nearly a week, the issue still is not resolved.