1 reviews | Active since Mar 2017
LexisNexis bad Account service
Such a bad experience from an Educational Institution. I ordered textbooks from them once for a degree that I was studying. There was a communication error and they send me two sets of orders and charged me for both. I was confused as I already paid for my order. After months I got a statement with the account overdue. I emailed them to say that they have wrongly shipped two orders and they are welcome to pick up the un-used one, and I attached my payment for the one I was using. This was in the beginning of last year and we are still getting duplicates and the account is still not been rectified. It feels like they are just charging and milking cost. If this is what they do with individual students, what chances are they taking with big corporate contracts?
Firstly our sincere apologies that we did not ever see your above complaint until this week due to an issue with our Hello Peter admin set-up. We have investigated and found that you ordered via our bookstore but also sent an email to our marketing orders address, hence the duplicate order occurring. However, we can confirm that the second set was collected by our warehouse department and the credit was passed for this. You then unfortunately continued to receive the automatic print updates to the product and were charged for this. We have arranged for our warehouse to collect these updates from you before the end of this week and a credit will be logged urgently.
Please accept our apologies that the initial double order was not resolved adequately and that the high standard of service we strive for did not occur in this instance.
Kind Regards
Neliswa Mncube
GM: Corporate Communications & Brand
Firstly our sincere apologies that we did not ever see your above complaint until this week due to an issue with our Hello Peter admin set-up. We have investigated and found that you ordered via our bookstore but also sent an email to our marketing orders address, hence the duplicate order occurring. However, we can confirm that the second set was collected by our warehouse department and the credit was passed for this. You then unfortunately continued to receive the automatic print updates to the product and were charged for this. We have arranged for our warehouse to collect these updates from you before the end of this week and a credit will be logged urgently.
Please accept our apologies that the initial double order was not resolved adequately and that the high standard of service we strive for did not occur in this instance.
Kind Regards
Neliswa Mncube
GM: Corporate Communications & Brand