WordSmart Corporation

Review: We received a telemarketing call from this company every few days, claiming that our child "had requested materials" to help prepare for the SAT. My child had NOT requested any such materials.This deceit involving minors is unconscionable.Further, we have repeatedly asked to be taken off call list and continue to receive calls.Desired Settlement: Take us of the call list. Discontinue deceit.Question for the Revdex.com: Why does a company with so many complaints get an A+ rating?

Business

Response:

5/15/13

Review: I agreed on the initial purchase on $198.20 on the date of transaction 12/15/2012. But I did not agree on the following monthly charge 02/01/2013 and 03/01/2013. They should have my confirmation and authorization to bill me monthly. They cannot say that they put a letter in the package, I have to call them back to cancel the monthly charge otherwise they will continue to charge me. I never see that letter in the package.I still want to dispute the charge for the 02/01/2013. I will continue to fight for this unethical business practice against Wordsmart Corp.Desired Settlement: refund me the money.

Business

Response:

5/20/13

Review: We received a telemarketing call from this company, claiming that our child "had requested materials" to help prepare for the SAT. They make it sound like they are somehow working through the school and mention my child by name. In fact, my child had NOT requested any such materials.Desired Settlement: I would like them to explain how they got my child's name, and for them to stop making false claims in their telemarketing approaches.

Business

Response:

4/29/13

Review: I had gotten a call from Wordsmart in December, 2012 for an SAT Prep product for my son, which I agreed to purchase. The representative may have pointed out the conitnued monthly charge after that but I have no specific recollection of that being part of the deal or I would not have done it. I was billed for 6 addtional disks at $58 per month which hit my card. I cancelled it on July 18, but the representative told me there was no refund for the unopened disks. I think that is a crappy way to force the consumer to have to respond in order to terminate the product.Desired Settlement: Refund of the amount for the additional disks. I was aware of the original course and the obligation to pay for it, so I am OK with that. -- just think the additional disks is underhanded and they should do a better job of pointing out that you are going to be hit with that each month --

I don't know how you can rate these guys A+ with that type of business practice.

Business

Response:

7/24/13

Review: I was contacted by phone by Wordsmart telling me that I should buy their software to help my daughter prepare for SAT tests. It was a high-pressure sales pitch. They said that they needed my credit card number to process my order. I thought that maybe my wife who was out of town, had contacted them so I gave them my number and bought the product because it had a 30 day full refund guarantee. The financial transactiion processed on 6/13/2013 for $187.80. It came and the day it arrived, I called them company and asked to return it. THey said that I had to open the product and use several parts, answering 3 questions for them: what level was I at, which game did I prefer and what was my score. I called them back 45 minutes later with the answers and they said that I would get a full refund including shipping since I had proven that I tried it and to send only the computer discs back. I shipped them insured on June 21, 2013 from our post office. They tracking says it was delivered on June 24, 2013.Desired Settlement: I want a full refund immediately.

I want all financial information removed from their records and the records of anyone affiliated with their company.

I want to more chargers or products from this company or anyone affiliated with this company.

I want my name removed from their company list and from all lists that distribute elsewhere.

I want no contact from this company or any other affiliated with them.

They are a scam and should be publically recognized as one.

Business

Response:

7/16/13

Revdex.com

5050 Murphy Canyon Rd. #110

San Diego, CA 92123

Attn: [redacted]

RE: [redacted]

Complaint # [redacted]

I’m sorry that Mr. [redacted] was frustrated with his WordSmart experience. His phone number has been removed from our calling list. I reviewed Mr. [redacted]s sales call to find out where he got the impression his wife had ordered this product. There wasn't mention of his wife when the sales man called Mr. [redacted], only of their student. Then Mr. [redacted] specifically asked if his student ordered the program and the sales man explained “No, this is a study guide we send out so she can practice there at home, she expressed interest in prep help." He did not say that the student or his wife ordered our product, only that interest was expressed in getting help with SAT and ACT preparation by the student. Usually this interest is expressed online.

Mr. [redacted] stated that when he called upon product receipt he was told he had to use the products before returning. He actually was told that if he wanted us to refund not only the product amount but the extra amount he paid for shipping and handling he would have to use the program, this is something we offer to our customers as a courtesy. Most online/phone/catalog order companies do not offer to refund the cost of shipping and handling, this is something we offer to motivate families to open up and use the program. Often times customers are happy they opened it and decide to keep the products once they see the value. If Mr. [redacted] had not wanted the shipping and handling cost refunded he could have returned the product on his first contact, and not had to use the products at all.

I do show that Mr. [redacted]s credit was delayed, he called us and informed us of this issue on 7/12/13 and his account was refunded the following business day, 7/15/13. We apologize for this delay. Refunds take three to five business days to post, Mr. [redacted] should see this refund on his account by next Tuesday at the very latest.

Sincerely,

Customer Service Manager

Wordsmart Software

Review: I live in [redacted] and am on the Do Not Call list. I was called by this company after I had worked a night shift (while I was sleeping) and asked to purchase this product in September. I don't even remember the initial phone call. In January I noticed that I was billed in December and January for additional amounts of $59.90 for additional software sent out to me that I never asked for . I never even opened the box. When I called to return All the products I was told that the inital $187.80 product was sent out on 30 day trial and nonrefundable after that and that they could stop future shipments but would not refund any other portion. I am on the Do Not Call list for this very reason. I don't want solicitors calling my cell phone when I am groggy from sleep trying to get me to purchase something I don't want in the first place. I want them to take back their software and refund the full amount of $307.60Desired Settlement: I want them to honor the Do Not Call lists and take back their software (at their shipping cost, not mine) and refund the full amount of $307.60

Business

Response:

2/4/14

Review: I received a call from WordSmart with an "incredible offer" to increase my childs ACT or SAT scores. The answer was a boxed software package to be purchased for $189 and a 30 day trial. I was told I could call and receive a 30 day extension (which I did on 1/3 - left voicemail for customer service department with my customer ID requesting a 30 day extension. On 2/4 I received an additional software disc and a charge of $59.90. I do not recall being told that this was a monthly subscription for software, rather I expected a one time purchase of a software package to be used by my high schooler. I called customer service to return the CD I received and was told that I could not return it. The 30 day guarantee (or 60 day guarantee if you request an extension) is only valid if you return the original software boxed set. There is no refund or returns on the monthly subscription CDs. When I asked about returning the original order, she stated they did not have a record of my request for extension and would not be able to refund my money, nor would they take back the CD I received. The customer service rep did say she'd be happy to close my account but there was no further action she couldDesired Settlement: Refund of original purchase price $187.80 (I am happy to return the product at my own cost) and refund of the additional "subscription" CD received on 2/4 in the amount of $59.90

Business

Response:

2/6/14

Revdex.com

4747 Viewridge Ave. #200

San Diego, CA 92123

Attn: [redacted]

RE: Mr. [redacted]

Complaint # [redacted]

Per receipt of this complaint I reviewed Mr. [redacted]s account in full. Regarding his statement that he called in January for extra time on his trial and left a message, we have no record of receiving any contacts from Mr. [redacted] prior to his 2/4/14 contact requesting cancellation. Per [redacted] tracking number [redacted] this trial ended on 1/22/14 so his first contact was after his trial had expired. I researched all incoming calls from Mr. [redacted]s contact phone number on file, [redacted] (which is the same number he called from on 2/4/14) and only found one previous contact attempt, which came on 2/3/14. That contact attempt was at 5:36 PM, after our business hours. If Mr. [redacted] left a message in January from a different phone number and did not get a call back I apologize, we simply have no record of receiving that contact. We do return all messages received. As is noted in the below account review, our voicemail specifically states that a direct contact must be made for any changes to happen on an account. So if Mr. [redacted] did not receive a return call he simply would have had to call back and we would have been happy to help him.

In regards to Mr. [redacted]s statement that he was not told another product would be sent after the trial, the sales call confirms that he actually was very clearly informed of the future billings. At 6.45 minutes into the sales call the sales woman told Mr. [redacted] “It is only if we haven’t heard back from the parents at all what so ever that we would assume success and send the next higher volume for continuity so it is important that you call”. Mr. [redacted] said “Ok, will do it”. Then at 7.50 minutes into the recording Mr. [redacted] was told “Regarding the advanced levels, if we haven’t heard and only if we haven’t heard before the end of the 30 day evaluation then we will assume success and bill and ship the next higher volume monthly at the discounted 49.95 plus shipping”. Mr. [redacted] had no issue with this. Information on the future billings was in writing multiple times in the first package as well (please see attached documents which are copies of the literature included with his first shipment) in case there was any confusion, including a sticker on the outside of the box with our 800# that reminded them.

Mr. [redacted] is correct that only the first product we send is refundable within the 30 day time period per our company Return Policy (noted below). We do have a secondary guarantee however that goes for two years after the date of purchase and which is based on product use. More information on that guarantee can be found at [redacted] under Guarantee.

Unfortunately we will not be able to honor Mr. [redacted] request for a refund. We are like any other business in that we have a return policy and like most businesses our policy is based on time. Mr. [redacted] simply passed the trial period so his products are not refundable at this time. As the below account review notes however, we would be happy to sending him two free products as a courtesy.

Sincerely,

WordSmart Software

Account Review -

2/6/2014 3:08:14 PM/BOD Per Revdex.com complaint received Mr. [redacted]s account was reviewed. Reviewed the original sales call to make sure the 30 day trial and future shipments were made clear at the time of order. The time period of 30 days was stated repeatedly. Then in the sales call confirmation at 7.35 minutes the sales person told Mr. [redacted] “your 30 days begin when you it, that way you have a full 30 days”. The sales person made it very clear when the trial period started. Regarding the future billings at 6.45 minutes Mr. [redacted] was told “It is only if we havent heard back from the parents at all what so ever that we would assume success and send the next higher volume for continuity so it is important that you call”. Mr. [redacted] said “ok, will do it”. Then at 7.50 minutes into the recording Mr. [redacted] was told “regarding the advanced levels, if we havent heard and only if we havent heard before the end of the 30 day evaluation then we will assume success and bill and ship the next higher volume monthly at the discounted 49.95 plus shipping”. Mr. [redacted] had no issue with this. Information on the 30 day trial and future billings was in writing multiple times in the first package as well in case there was any confusion, including a sticker on the outside of the box with our 800# that reminded them. [redacted] tracking number [redacted] confirms the product was delivered to the home on 12/23/13 so the trial ended on 1/22/14. The first cancel request was made on 2/4/14. Mr. [redacted] stated in his Revdex.com complaint that he left a message in January that he wanted extra time on his trial. We researched all incoming calls to customer service from 1/1/14 until 2/4/14 and the only time we received any calls from Mr. [redacted]s contact number of [redacted] prior to his cancellation date of 2/4/14 was the day before, on 2/3/14 at 5:36 PM, which was after business hours. If Mr. [redacted] had called in January from a different number and did not get a return call I apologize, we have no record of receiving that message. Our voicemail specifically states that there must be a direct contact in order to make any changes on an account. The voicemail states that to avoid the confusion that leaving messages can bring. Sometimes messages are received where the return phone number is not clear, or as silly as it sounds sometimes people forget to leave a phone number at all. If Mr. [redacted] wanted extra time on his trial he simply needed to discuss that with customer service sometime within his trial, as he was told he could do during his sales call. Per the account review no refunds are due. We do not want to leave the customer unhappy so we authorize two wordsmart products of their choice, valued at $100, to be sent to Mr. [redacted] at no additional cost. They are still qualified to take advantage of our sat/act guarantee refund and of a free month of one on one sat/act prep tutoring.

Return Policy

Customer satisfaction is our primary concern. As we are confident that you will benefit from our products and services, we offer a 100% satisfaction guarantee on your initial WordSmart shipment. If for any reason you are not satisfied with our products or services in the first 30 days, you may return or exchange your software. WordSmart products have proven to be a valuable tool for home-schoolers, government agencies, Fortune 500 companies, universities, and individuals like you. However, if for any reason you need to return the product, please call our Customer Service Department at ([redacted] to obtain a Return Authorization Number (RA#). This will help us provide accurate tracking of all returns.

An RA# will be given only for the initial package and within the first 30-day evaluation period. If you are on the monthly payment program you are responsible for all payments if you didn’t contact us within your trial period. If you participated in the monthly product shipment program and choose to discontinue your service after the 30-day guarantee period, you will be responsible for any charges incurred up to that date. Any and all packages received with a post mark stamped five or more working days after the (RA#) is issued will not be accepted and the purchase will be considered final.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I think this business is only looking to make money by preying on teenagers who are preparing for college, then manipulating parents with lengthy sales calls where and vague return/cancellation practices. I did try to call before the 30 day trial period ended and left a message. If the business is not willing to provide a full refund, then I will take a 50% refund and will take no further action. Otherwise, I plan on sharing my displeasure with others and will ensure other parents don't fall into this trap. If this business truly wants its customers to be satisfied, then offering additional products (as described on the latest email) is not going to solve the problem. If I liked the program, I wouldn't be trying to return it. It's simply not worth the money.