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:06/12/2025

  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.

  My classroom did an all abut me book which each parent had to pay 25. When the books arrived to me there were three pages missing that had a collage of pics of the students in various activities. I spoke with someone several times about the issue and was told per her supervisor the parents could not get their monies back nor were they willing to remake the pics with the three missing pages. I was told that because they investigated and did not locate the three pages and also because I sent them one money order for all the parents they were not able to refund the parents nor could they remake the books. Unacceptable, Also we should have gotten 11 books but received only 10. All we are asking is if they would remake the books with the three missing pages. I know that the pages were included because my assistant and I was double checking everything before sending the package off. I hate to disappoint my parents because they were looking forward to getting those books and keeping them as keepsakes, now to be told that there was mistakes made nor can they get there monies back is really devastating .

  

  Business Response

  Date: 06/16/2025

  Dear *** ******
  
  We sincerely apologize for the
  frustration you've experienced with your School Mate Publishing Classroom Book
  order. We understand how important this project is to you and your students,
  and we're truly sorry for any confusion or inconvenience caused.
  
  After a thorough review of the
  original file you submitted, along with the scanned version we have in our
  system, and the printed versions, unfortunately we were unable to locate the
  three additional collage pages you mentioned. We realize how upsetting this must
  be and want to make it right.
  
  We would be happy to reprint all
  11 books for you at no cost. To do so, we just ask that you please send the
  three missing collage pages so we can include them in the final version. Once
  we receive those pages, we’ll update your file and move forward with reprinting
  the corrected books immediately.
  
  If you have any questions, need
  assistance with submitting the pages, or would just like to speak with someone
  directly, please don’t hesitate to reach out. We’re here to help and want to
  ensure you’re completely satisfied with your order.
  
  Warm regards,

  **** ******

  

  Business Response

  Date: 06/18/2025

  To Whom It May Concern,

  I had customer service review this order and the notes associated with the order to find out what exactly happened and to see if we may have made any errors. It appears that we did everything procedurally correct on our end and that we did not receive the pages in question. I have copied the transcript from customer service below:

  Here is a quick run-down of all the issues with her order.
  #1. She didn’t return it in our box. She put the pages in a yellow envelope and
  mailed them via the post office instead of UPS. #2. She realized she forgot to
  send the money order, so she mailed it separately, but with no other contact
  information on it, just her name and home address, no school name. #3. She was
  concerned about her pages because she printed out multiple copies of our pages
  #4 & #5 and repeated them multiple times, so she put correction tape over
  the numbers hoping to not cause issues. #4. No parent order forms, no book
  order form, no parent payments, just one money order for $250.00. We did
  finally receive the book order form and that’s when we sent it on.
  
  It seems as though her process was pretty disheveled from
  the beginning. She didn’t even pack up her pages, someone else did.
  In addition, when an order is first received, it is standard
  procedure to unpack it, put it in a job ticket envelope and write any details
  and issues with the order.  Carol unpacked it, put it all inside the job
  ticket, and wrote on the job ticket the issues with the order (No Book Order
  Form, and Email Sent) and also how many total pages. Her page count says 26
  pages. Then, when Jenna received the order form from the customer, she noted
  that we received $250.00 because the customer had written just $175.00. In
  addition to that, we also make a note of how many pages we received at the
  bottom right corner of the order form, and it also says 26. The customer
  contends we should have received 29 pages. We clearly did not.

  So in conclusion, we printed the material that we received from Shelley. When the books did not contain the pages in question, she assumed that we had made a mistake. We clearly did not receive the three pages from her, so we don't have the material to reprint the product as she is requesting. Shelley was supposed to distribute the books to the customers and get back to us if there was dissatisfaction among the parents. We had not heard back from her. But she did file a complaint with the BBB. We are waiting to hear from her as to a resolution that would satisfy her. Unfortunately, we cannot produce material that we do not have in our possession. Because of this, I am willing to refund her money if this is the only solution. We have not heard from her as of today 6/18/2025.

   

   

   

  Customer Answer

  Date: 06/29/2025

  Hi I will take the offer but we cannot get back into the school 7/5/25