Chuck
Novato,#2Author of original report
Fri, May 12, 2006
Dominick et al, I am relieved that Learning Annex did not intend to delay my refund by such an extended period of time. Really I am! You must admit that if you personally had $6,000 at risk and you were repeatedly told something was being done and checked back later to find that nothing had been done ... you might be a little skeptical about the intentions of the company. My suggestion, for what it is worth, is to improve your credibility by moving those accounts that Learning Annex had fouled up to a higher priority than routine transactions. We ended up going through the same process for a return PLUS all the activities due to your errors and lack of corrections at the time. Glad that business is good for you!
Dominick
New York,#3REBUTTAL Individual responds
Thu, May 11, 2006
The customer service department for our expos, a staff of 12 before the exposition this customer attended, has been expanded to a full and part-time staff of 25 in the last month to respond to a dramatic and unanticipated increase in sales and susequent account representation. We fully acknoweldge this error, although by no means was it intentional, as the customer suggests. As it was one of almost 25,000 transactions in a two-week period beginning 3/25/06, our error rate comparatively is low. Clearly, we do not expect this fact to make it any less frustrating for the customer when there is an error.
Chuck
Novato,#4Author of original report
Wed, April 26, 2006
After talking to Dominick, he passed me on to Jonathan Chan who appologized for the mess-up, and arranged to have a return FedEx Ground label sent to me. It seems they sent this label to the wrong email address. (I am sure it hard to get good help in NYC). Once that was corrected, they sent me a label for the wrong weight. It took a few days to get that straightened out, but they did send me a label that I used. FedEx is great, but you have to find an office that accepts GROUND shipments. The package arrived in Provo on schedule... but still no refund! This morning I called Jonathan but he must be too busy to take my call. Called back and got Elieka (the rep I spoke to first - almost a month ago) who said that the refund was processed 4/21. I just haven't seen it yet! (Are these credit card companies in on the deal?)
Chuck
Novato,#5Author of original report
Thu, April 20, 2006
Update: I spoke with Dominic, head of the Returns Department (1-800 US ANNEX extension 2924)who said that they sent the return label for the materials April 12. As of April 19 there was still no return label and return shipping instructions. Please don't let these people get your money!!