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| WordSmart Didn't receive product for a month. Wouldn't let me return it. Billed my account again. San Diego, California |
| 29th of Dec, 2011 by User690144 |
| I am writing as a very unhappy customer wishing for a refund for my product. A WordSmart representative called me on or shortly prior to 9/19/11 regarding the SAT/ACT product. She assured me that I could return it at any time. I told her my son was taking the test soon and she assured me that it would be rush shipped without charge and I would receive it by that Friday. I did not receive it until 10/24/11. I was billed for the product on 9/19/11. This in itself it unacceptable because my son then did not have time to use it before the test. When I called to say that it had not arrived and I asked for a refund they stated that they couldn’t refund it because I had not received it yet. I was never told that I signed up for a monthly fee of $49.95 for 10 months after that. I did not even open the product until today when I received my American Express bill and saw an additional $49.95 plus another $7.95 (I don’t know what that charge is). It is also evident that my son never used the product as I just noticed an activation code was provided which was never activated. I purchased this through American Express and will dispute it with them if I do not receive a satisfactory response from you. The product has never been opened and it in the original shipping box. When I called to return the product they claimed that they didn't have to return anything and that everything I said was not true. I was to fax something to the Board of Directors. |
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I am an employee at WordSmart and have reviewed this complaint. I was able to find this customers account based on her name and state so I am can address her specific complaint. We actually had already done a thorough review of the account on 1/10/12 and the information she’s stated in this online complaint is not correct. First of all her original shipment ordered on 9/19/11 was at her address on 9/24/11 per United States Postal Service tracking information. This customer contacted us on 10/20/11 and stated she did not have that package so we reshipped it to her at no cost, despite having confirmation of its delivery a month prior. The WordSmart product she received on 10/24/11 was actually this replacement WordSmart shipment. When we talked to the customer on 10/20/11 we had told her that since we are reshipping her order we would of course give her an extension on her normal trial period as well. We gave her a specific new trial date of 12/6/11. As was previously stated, she received her replacement set on 10/24/11 so the trial date of 12/6/11 was well over the 30 days she was originally promised.
We did not hear from the customer again until 12/30/11, well after her agreed upon trial date had passed. Just as she was told in her original recorded sales call, by that time we had also sent her the second WordSmart shipment. When the customer contacted us on 12/30/11 we stopped all billings and explained that per our return policy anything sent up to that date is not refundable.
Again, a thorough review has been done of this customers account. This review confirms that through the United States Postal Service we did get her initial shipment to her home within five days of her order date. When she called to tell us she didn’t have that product we replaced her entire package at no cost. We gave her a new evaluation date on recording. When she contacted us on 12/30/12 and stated she had not been informed another item would be sent after her trial period we reviewed her recorded sales call from 9/19/11 and confirmed that that was not true, she was very clearly informed of the billing that would process after her trial.
The bottom line is that we are sorry that this customer is not happy but that like any business we have polices we must comply with. If we reviewed this customers account and found that our company was at fault and owed a refund then of course we would process that refund. But a very thorough account review confirmed that we did everything we said we would do. The end result was that no refund was due for this customer but we would be happy to send her free products if she would like to call us. If any one ever has a question about their account they are encouraged to contact our customer service department at 1-800-641-9673.
WordSmart Customer Service |
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I am an employee at WordSmart and have reviewed this complaint. I was able to find this customers account based on her name and state so I am can address her specific complaint. We actually had already done a thorough review of the account on 1/10/12 and the information she’s stated in this online complaint is not correct. First of all her original shipment ordered on 9/19/11 was at her address on 9/24/11 per United States Postal Service tracking information. This customer contacted us on 10/20/11 and stated she did not have that package so we reshipped it to her at no cost, despite having confirmation of its delivery a month prior. The WordSmart product she received on 10/24/11 was actually this replacement WordSmart shipment. When we talked to the customer on 10/20/11 we had told her that since we are reshipping her order we would of course give her an extension on her normal trial period as well. We gave her a specific new trial date of 12/6/11. As was previously stated, she received her replacement set on 10/24/11 so the trial date of 12/6/11 was well over the 30 days she was originally promised.
We did not hear from the customer again until 12/30/11, well after her agreed upon trial date had passed. Just as she was told in her original recorded sales call, by that time we had also sent her the second WordSmart shipment. When the customer contacted us on 12/30/11 we stopped all billings and explained that per our return policy anything sent up to that date is not refundable.
Again, a thorough review has been done of this customers account. This review confirms that through the United States Postal Service we did get her initial shipment to her home within five days of her order date. When she called to tell us she didn’t have that product we replaced her entire package at no cost. We gave her a new evaluation date on recording. When she contacted us on 12/30/12 and stated she had not been informed another item would be sent after her trial period we reviewed her recorded sales call from 9/19/11 and confirmed that that was not true, she was very clearly informed of the billing that would process after her trial.
The bottom line is that we are sorry that this customer is not happy but that like any business we have polices we must comply with. If we reviewed this customers account and found that our company was at fault and owed a refund then of course we would process that refund. But a very thorough account review confirmed that we did everything we said we would do. The end result was that no refund was due for this customer but we would be happy to send her free products if she would like to call us. If any one ever has a question about their account they are encouraged to contact our customer service department at 1-800-641-9673.
WordSmart Customer Service |
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