TextbookX service
There are good examples of online merchants, then there are places like
textbookx.com. That place spends more time working on their online purchasing system then they do on customer service. It's ironic really. They probably see their online site as this efficient cool toy that’s going to improve their business.
On October 2, 2006 I purchased some books from textbookx.com, some of these books were sold under their Marketplace. The Marketplace is where they broker sales of used books by other sellers. It has been over 40 days and I still have not received a refund. I was bummed that someone tried to sell me something they didn’t have but I thought it would be an easy problem for the broker to resolve. That is what they're there for after all. Textbookx.com kept assuring me that the money would be refunded to my account but I kept checking on it and it never has. I guess they thought I wouldn’t check, or that I'd forget about it. I suspect this is how they expect most of these transactions to end.
They finally told me I should call and talk to a rep. Again they assured me that I would receive a refund. The conversation was in the same tone as their emails. I tried to understand why I had to call to have this item resolved but the rep kept repeating the same lines over and over again, a description of their process. What I wanted to know was why this process was so bumpy; why I had to call when it seemed so clear that I should received a refund. All I got was a repeat of their "process". I'll write it down when I call him again. I have no doubt that I'll have to. This company, when it comes to customer service, rates well below average. Unfortunately their prices are hard to beat.
I've included a copy of my dialog with them below. On 2006-11-22 the $6.90 was finally credited back to my account. The order was placed on 2006-09-29. That means it took nearly two months to correct a mistake that should have been a slam dunk.
-----Original Message-----
From: TextBookX Customer Service [mailto:tbxinfo@akademos.com]
Sent: Wednesday, November 22, 2006 8:46 AM
To: Patrick Melo
Subject: RE: Regarding order # xxxxxx
Dear Patrick,
Thank you for contacting TextbookX.com.
We value your business and appreciate your patronage.
This is with reference to order # xxxxxx for the book titled "ANSEL ADAMS GDE.: BASIC TECH.PHOTO.BK.I".
I am glad to inform you that the refund for the order was initiated on 2006-11-21. It usually takes 3-7 business days for that amount to reflect into your account. The refund was initiated to your credit card which you used while placing an order. The same should reflect into your account within 3-7 business days. If you do not receive it, you may go ahead and contact your bank with the reference code: VUGA0C851F08. I am sure that they would be able to help you.
I apologize for the delay.
Please feel free to contact us for further assistance. The TextbookX team is available and would be glad to assist you.
Regards,
Shawn Jones
TextbookX.com Customer Service
-----Original Message-----
From: Patrick Melo [mailto:patrick@qantel.com]
Sent: Wednesday, November 22, 2006 12:03 AM
To: TextBookX Customer Service
Subject: RE: Regarding order # xxxxxx
Dear Steven,
I called as you requested and spoke with a Sean. He assured me that the trouble I was having obtaining a refund was unusual and that the funds would be credited back to my account. This was a week ago and I still have not received a refund. Please advise me as to what I should do as I am considering more drastic measures.
Sincerely,
Patrick Melo
-----Original Message-----
From: TextBookX Customer Service[mailto:tbxinfo@akademos.com]
Sent: Tuesday, November 14, 2006 6:26 AM
To: Patrick Melo
Subject: RE: Regarding order # xxxxxx
Dear Patrick,
Thank you for contacting TextbookX.com.
This is with reference to order # xxxxxx for the book titled "ANSEL ADAMS GDE.: BASIC TECH.PHOTO.BK.I".
Regarding your query, it would be highly appreciated if you would contact our Customer Service team at the following toll free number 1-800-221-8480 from Monday to Friday between 9 am to 5 pm EST. Our Customer service representatives would be glad to assist you with your question.
Please feel free to contact us for further assistance. The TextbookX team is available and would be glad to assist you.
Regards,
Steven Hall
TextbookX.com Customer Service
-----Original Message-----
From: Patrick Melo
Sent: Monday, November 13, 2006 8:09 AM
To: 'TextBookX Customer Service'
Subject: RE: Regarding order # xxxxxx
It has been over 40 days since this fraudulent order was taken and I still have not received a refund. Can I get an estimated date for when I should expect my money back?
-----Original Message-----
From: TextBookX Customer Service [mailto:tbxinfo@akademos.com]
Sent: Saturday, November 04, 2006 3:18 PM
To: Patrick Melo
Subject: RE: Regarding order # xxxxxx
Dear Patrick,
Thank you for contacting TextbookX.com.
We value your business and appreciate your patronage.
This is with reference to order # xxxxxx for the book titled "ANSEL ADAMS GDE.: BASIC TECH.PHOTO.BK.I".
I am sorry for the delay in initiating your refund.
However, as the seller cancelled your order, I assure you that it would be initiated shortly.
I apologize for any inconvenience caused to you in this regard.
Please feel free to contact us for further assistance. The TextbookX team is available and would be glad to assist you.
Regards,
Jack Anderson
TextbookX.com Customer Service
-----Original Message-----
From: TextBookX Customer Service [mailto:tbxinfo@akademos.com]
Sent: Thursday, October 26, 2006 5:13 PM
To: Patrick Melo
Subject: Regarding order # xxxxxx
Dear Valued Customer,
Thank you for contacting TextbookX.com.
We value your business and appreciate your patronage.
This is with reference to order # xxxxxx for the book titled "ANSEL ADAMS GDE.: BASIC TECH.PHOTO.BK.I".
This is to inform you that the seller of the above titled book has contacted us stating that he do not have the book in stock to ship to you and have confirmed the order by error. Please note that the seller would not ship the book to you and the refund for the order would be initiated shortly. Once the refund is initiated, it would take 3-7 business days to reflect into your credit card.
I apologize for the inconvenience caused to you in this regard.
Please feel free to contact us for further assistance. The TextbookX team is available and would be glad to assist you.
Regards,
John Matthew
TextbookX.com Customer Service
!DSPAM:454b7ef170451646212847!
-----Original Message-----
From: Patrick Melo [mailto:patrick@qantel.com]
Sent: Friday, November 03, 2006 11:10 PM
To: TextBookX Customer Service
Subject: RE: Regarding order # xxxxxx
It has been 7 business days since this letter was sent and the funds still have not been reinstated. Can you update me on the status of this issue?
-----Original Message-----
From: TextBookX Customer Service [mailto:tbxinfo@akademos.com]
Sent: Thursday, October 26, 2006 5:13 PM
To: Patrick Melo
Subject: Regarding order # xxxxxx
Dear Valued Customer,
Thank you for contacting TextbookX.com.
We value your business and appreciate your patronage.
This is with reference to order # xxxxxx for the book titled "ANSEL ADAMS GDE.: BASIC TECH.PHOTO.BK.I".
This is to inform you that the seller of the above titled book has contacted us stating that he do not have the book in stock to ship to you and have confirmed the order by error. Please note that the seller would not ship the book to you and the refund for the order would be initiated shortly. Once the refund is initiated, it would take 3-7 business days to reflect into your credit card.
I apologize for the inconvenience caused to you in this regard.
Please feel free to contact us for further assistance. The TextbookX team is available and would be glad to assist you.
Regards,
John Matthew
TextbookX.com Customer Service