Just a complete 0/10 experience.

Absolutely horrible when it comes to customer service and even worse when it comes to honouring a refund. I bought an ebook on 10 November 2021 and had so much trouble with accessing it. I had to make multiple calls to the call center for help to which they eventually got a technical support agent to generate a new link for me to access (this new link ended up not working either). After many failed attempts to get access to the ebook, I eventually just decided to buy it from another online store which gave me seamless and immediate access to the ebook.

I spoke to the customer support agent that same day and asked if it would be possible for me to get a refund since I saw it unfair to have paid for a book I was unable to access (and still unable to access to this day) and quite pointless to have paid the price of two books only to have access to one. I logged a request for a refund via their customer care email that night (10 November 2021) to which I only received a response for a customer support consultant on the 15th. After asking her how long the refund will take, she responded 2 days later to say that it "may take a few days" to which I requested them to prioritise the refund so that I can have the money back by the 26th because at that point I felt that giving them a time limit would actually get them to start doing something about it. 22 November I sent a follow up email to both the technical support and customer support consultants to ask what progress has been made with regards to the refund and no response has been received ever since that day from either one of them. 24 November: I called the call center to find out what was happening with the refund query and asked that it please be processed by the 26th. The agent then said that it is possible and if not then definitely the following Monday. That Monday came and went and the refund still hasn't been processed. It is now December 3rd and I had to make yet another call to them to ask where the refund is and what has been happening with the query. The person on the other end of the line just requested I forward all of the emails so that he can escalate it to his manager.

Now the issues here are: 1) many students today choose ebooks over hardcopies because of its ease of access and on-hand availability. Why is the process of accessing an ebook through LexisNexis SO troublesome and outdated with this Adobe Digital Editions???? And why is it that the links which are sent to access the ebook never seem to work???? 2) Why do ALL the call center agents speak above a client? I've had every agent that I spoke to speak over me while I tried to explain what the issue was or the reason for me calling. They are extremely hasty in assuming that the client is at fault and can't seem to get you off the phone fast enough. 3) I do not want to generalise after only having communicated via email to 2 consultants, but they are extremely bad at corresponding and answering client emails. It's as if once they decide they're done with you then they just disappear. This would have been okay had the refund been processed but it hasn't so I'd expect communication and responses to emails asking where the refund is given the fact that it is now almost a month since I've requested it. 4) Why is it that I keep having to follow up and make calls to ask what the progress is on a refund that should have been processed a long time ago? 5) Will I actually get this refund? I'm hoping the call I made today will get it going. If not then I hope this review will.

During the last few weeks of struggling with Lexis Nexis I have heard from multiple people that they have experienced the same or similar troubles with this place. What is the deal?

Sort out your business, teach your employees proper telephone and emailing etiquette, honour refunds timeously and consider a more advanced and updated mode of accessing ebooks.