University Readers Inc

Hello,
The customer is correct in stating the facts, including verbal confirmation from our Customer Service that the order was delivered by USPS on October 1st, (delivery
confirmation link)Because the customer used a PO Box not large enough to fit the book ordered, it is not in our control the internal procedures of the particular Post Office on notifications and holding the packageFrom the timeline, it looks like the Post Office failed to notify the customer of the package received and delivered it only a month laterWe've never received any additional inquiries from the customer after October 1st and fulfilled our obligations under the sale completely.
Yet, due to personal circumstances listed in the letter, we decided to approve the full refund for this order, subject to customer returning the book in its original condition
The book needs to be returned to:
Cognella, Inc.
Attn: RMA order ***
*** *** *** *** *** ***
*** *** ** ***
I hope this resolution is satisfactory to the customer.
Sincerely,
*** ***
*** ** ***
Cognella, Inc

Hello [redacted],
The refund for delayed shipping has been approved on 1/21/15 and I left a voice message for you on that with the update of the status of the re-shipping. As I looked at the order today, the credit has not been processed through the accounting yet due to internal issue. I...

deeply apologize and will make sure $44.95 will be processed today. It may take 1-3 business days to be reflected on your credit card account. If you have any questions, feel free to call me directly at [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will ship the book back and wait for the business to perform this action of a full refund and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Review: I ordered a book online for $76.90 on Jan 17. More than $44 dollars was paid for overnight shipping (1-2 business days). My book came than a week later, much later than 1 or 2 business days. I filed many complaints about receiving this refund for overnight shipping. They said my money would be refunded onto the card that I used to purchase the book in 4-7 business days. I was told this on Jan 21. It is now the 4th of Feb. I have emailed and filed another complaint, even messaging the CEO of the company all to no avail.Desired Settlement: $44.00

Business

Response:

Hello [redacted],

Review: I purchased an e-reader from this company for my college course. The e-reader contains articles from various authors. I discovered some of the articles in the e-reader were not printed correctly, making them illegible. Being able to read these articles was important for my course. I contacted the company to inform them and hope to have some assistance from them, but they were of no help. They did not provide any alternatives that would be helpful to me, and refused any type of refund, exchange or compensation of any form. The only thing they said was that their project manager would be informed so that this would not happen to students of next semester, but that they could not help me at all.Desired Settlement: If the business does not take the time to assure their products' quality, a better refund policy should be enacted. This business is at fault, and I as the customer should not have to be affected by their mistakes. A refund from the company would be appreciated, and so would an apology, for their impact on my school work, and unwillingness to help.

Business

Response:

Ms. [redacted],

I reached out to [redacted] and got more details regarding her complaint on quality of some pages in the course pack she purchased from us. Unfortunately the materials were provided to us by the professor teaching this class and the professor approved the product considering quality as sufficient. This quality issue is extremely rare and hard to find during Quality Assurance process; as a resolution we will try to update a portion of the course pack and distribute corrected pages to all students who purchased the product (including [redacted]) if this will be possible before the end of the class.

From our conversation [redacted] has agreed to this solution and will be reaching out to Revdex.com to withdraw the complaint or update the status.

Cognella/University Readers is 21-years old company and we are very proud of high quality course packs we produce for students. We serve over 120,000 students each year and try to resolve every concern/feedback/complaint we receive in timely manner.

Please let me know if this email is sufficient to close the CID without any negative impact on our standing with Revdex.com.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I would not recommend this company to anyone. I purchased a book from them which arrived damaged beyond readability. I needed the book for a class the same week it was set to arrive, and when I attempted to get a refund from this company they did not refund me my money but gave me another book. By the time the second book would arrive I would have had to drop the class so I did not want a second copy. They did not respond to my return inquiry so I am now stuck with material I do not want or need and it is completely their fault. If they had packaged the book properly in the first place I wouldn't have needed to drop the class I needed the book for.

Review: I placed my order for my book (Cybercrime, Cyber Forensics, and Cyber Policing - Law Enforcement Investigations and Forensic Science in the Digital Age - Edited by [redacted] and [redacted]) back on August 18, 2014. I received an email on September 2, 2014 from the company stating "** We previously sent you a confirmation email that your textbook has been shipped, but unfortunately included incorrect USPS tracking number, which may have shown that your package has been delivered to a different address. We are working on the technical issue and will update you with correct tracking information shortly." I never received another email from them until I sent one on October 1, 2014 inquiring about my book. They responded that it was delivered to my PO Box that same day. When there is a package delivered to my PO Box (that won't fit in the box), the USPS puts a card in my box to let me know that there is a package to be picked up. I never received a note from the USPS stating I had a package there. I only just received the book at the Post Office 4 days ago (11-17-14) (and I don’t believe the Post Office would hold a package without letting the customer know for more than a month). They stated that I never contacting them about not receiving the book and they are correct I did not, because I forgot about the book due to being hositialized two days after they stated it was delivered. I no longer needed the book since I had to Medically Withdraw from school and didn't think anything else about it until I got a card in my PO Box letting me know I had a package to be picked up. If you need any documentation of any of this please let me know.Desired Settlement: I would like to return this book for a full refund.

Business

Response:

Hello,