ComplaintsforSpringer Nature
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Complaint Details
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Initial Complaint
08/05/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Springer Nature overcharged me for a book $49.16 (invoice 1, attached).They later admitted and corrected the mistake, issued a new invoice for the correct amount, $18.58 (invoice 2, attached), and instructed me not to pay the new invoice but wait for the difference being refunded. Months have passed but no refund yet. Their customer service ******************************************* , Springer Nature **************************** ********************************************************************************************************************) do not reply to inquiries ( Ticket ID [#*******]). Please help.Business response
08/21/2024
Dear ***************************,
I've had a chance to review your complaint and I'd like to apologize for the delay in receiving your refund. Thank you for taking the time to provide feedback so we can make this right. We take customer feedback very seriously, and we are committed to making improvements to ensure that every customer has a positive experience with us in the future. Based on what you've shared, I will reach out to our Finance to confirm that status of your refund immediately and provide you with an update.
We will do everything we can to resolve this issue as quickly as possible.
Again I apologize for any frustration this may have caused.
Best,
Springer Nature **************** Management
Customer response
08/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
***************************
Initial Complaint
02/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased two e-books from the company's web site - at the time there was a promotion on the site that allowed me to get the physical books for free if I bought the e-books so I accepted the offer, and paid $13.98 (the price of the e-books) using the web site. Several weeks later I received threatening e-mails saying I hadn't paid for the books and with an extra charge for interest and the physical books. When I got in touch customer service and sent them the invoice they had sent me, they admitted that their web site had failed to process the payment information I had given them, so I agreed to resend my payment information. However, they are still trying to charge me for the physical books which I expected to receive free of charge per the web site promotion, which is no longer running. The amount is small ($20.00) but I feel that I'm being treated unfairly and being harassed by this company for something that is their fault - a broken web site and a promotion they apparently don't feel like honoring. I keep telling them I'm happy to pay the $13.98 their web site failed to collect, but I don't want to be ripped off for the cost of the physical books too.Initial Complaint
10/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a book from Springer and provided a full address where the book should be shipped that included the street address of the ***** post office and the box number. Springer took it upon themselves to remove the street address when shipping the book. I have never received the book and have requested my money back. Springer continues to send me emails that the issue needs to be transferred to another department. They have not issued a refund, and I have never received the book. The ***** post office told me they sent the book back due to insufficient address. They claim the box number was not on the package so they did not know who to deliver the package to. I want to recieve my money back from Springer for the book since I never received it.Initial Complaint
09/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
14 days ago, I requested that Springer and Springer Nature de-activate my personal and institutional web account following an unauthorized leak of personal information associated with one or more of those accounts to a third party. I am still awaiting execution of that order and a confirmation of that order's execution. The Springer Nature **************** Ticket ID Is *******, and I am seeking resolution of that ticket request by a) deactivating my two accounts on file with Springer, b) deactivating any other accounts that *** exist within Springer (for example, any reviewer accounts that Springer *** have created without my knowledge), and c) confirmation of actions taken under orders (a) and (b) above.Customer response
09/25/2022
Better Business Bureau:
At this time, I have not been contacted by Springer Nature regarding complaint ID ********.
Sincerely,
***************************
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.