Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a study book that when it finally showed up had incorrect information in it (faulty) and not what it was advertised for. Contacted company to return book and let them know issue, have yet to receive refund and faulty book/advertisement still being sold to public-unacceptable.

  Business Response

  Date: 08/10/2024

  It is very unfortunate that we were unable to satisfy this customer after multiple attempts to address her needs via email. The customer believed that the time between her order placement and delivery was too long, and should have been free like similar products she has purchased. As with every business, customers are given multiple shipping options during the checkout process and this customer chose media mail which has an estimated delivery of 2-8 business days (plus 2 day processing time) based on the distance from the shipping location in *******. Each shipping option gives the customer an estimated arrival date before the order is complete. This customer placed the order on May 1st (the item was shipped the same day, bypassing our 2 day processing time which is also included in the delivery estimate) and arrived 7 days later on May 8th. 

  Customer asserted that the information in the book was incorrect/faulty, and when asked which information she was referring to specifically she noted that "she is not my editor or employee, therefore she is not paid to tell [me] all the errors or information that [I] need in the book. The book that she is referring to is an educational resource that is used to prepare students for the **** exam, and all of the "technical" information that is provided in the book is based on information provided by the official creators of the exam ***. There is not any information included in the book that has not been advertised by the official creators of the exam. 

   Customer also asserted that the book does not include what it is advertised for which is incorrect. As advertised (use book cover as reference), the **** 7 book includes a diagnostic test, 2 full length practice tests, 1700+ practice questions, topics mastered in no more than 3 steps, and 250+ video tutorials (has been updated to 300+ video tutorials). The practice test edition (use book cover as reference) includes 5 full length practice tests and 190 video tutorials. 

  In our 5 years of business, we have never been accused of faulty information or advertisements. Any issues with customers have always been resolved because customer service is of the utmost importance here at Lewis & Wilder Publishing. We were unable to grant this customer's request for a refund because she failed to provide any evidence of faulty information or faulty advertisement. I, personally, informed her that if there was an error then I would move forward with the refund, but she was unable to do so.

   

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 21841659
  
  I am rejecting this response because:
  

  The book contained inaccurate information and was a faulty product.  Ms. ********************** sent outrageous emails not only belittling me but also pretty much asking me to work for her for free to correct her book and her errors-unacceptable!    I contacted the company and politely asked for a refund since I was not able to use the book to study for my TEAS; as why would I study incorrect information that would have cause me to get a lower score?  If customer service is of the upmost priority of the company, when they were notified how unhappy I was with the product, not able to use it and sent it back they should have just issued the refund.  I am not sure why Ms. ********************** is having such a hard time doing the right thing and return my money for a faulty product that was not advertised correctly and could have done a lot of damage to my scores/future career had I used it.  I am a college student and returning the $50 of which is rightfully mine seems to be the end of the world, it feels like she just wants to continue to take advantage of poor students, this is unacceptable business practices.
  Sincerely,
  
  ******* ******