ComplaintsforBJU Press

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Well I made agreement to make payments, which went fine till I change my bank! Got it straightened out to have an issue arise - they sent me an email stating that the System changed and they lost my card information to charge my account. So I made a phone call to tell them that I didn’t have the money at that point and that I would make arrangements within a few weeks because I was self-employed. With that being said another week goes by and all of a sudden, my card was then found in my information was now available to charge my card. So without any communications communicated with them a week before they went ahead and charged my card. With that being said, I didn’t have the money in the account and was charged $35 overdraft when I had made plans with the customer service representative to call her within a timely manner and have this taken care of. All said and done, I went to my bank and my bank attempts on my account for March April, and May, and there was never any attempts to take the money from my account which I had in my account each month at the beginning of the month when they would’ve taken the money! Problem lack of communication and made arrangements now they put me on the $35 and don’t wanna make any arrangements to pay me back when they had lack of communication skills! Very poor Business, specially, during Bidenomics! I sent my bank information my account showing I had the money in my account each month and I show them my receipt from my bank stating that they never attempted to take the payment during those times. They lied. And they still have yet to compensate me for my $35. Very poor customer service skills for that we will not go back after being a three-year customer. Very sad.

  Business response

  07/12/2024

  Linda is correct that our new accounting software did not transfer her card information correctly for her payment due in March.  When we were able to correct it in June, our software did auto process her last payment for $99.55.   We discussed this with Linda, and we let her know that we would credit her account for that last payment.  We spoke with ***** again on Friday, July 12th.  She confirmed she had received the credit, and she let us know she was satisfied with our response. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered the **** **** *** from BJU Press on 4/6/24. On 4/22, I got a note in our mailbox that BJU press had used **** packaging and put a ***** label on the package and the post office was requesting 9.85 to have the item delivered to me. I called BJU Press and told them the issue. After several phone calls, they agreed to refund me the $55.00 for their mistake. At first they said they would not refund me until the items were returned to me. I don't have time to track down a package that they made a mistake shipping on their end to ensure it gets back to them. That is out of my control. I sent them the photo of the **** note in my mailbox on 4/26 and they said they would refund me. I have yet to see a refund and it is now 5/9. I e-mailed the customer service representative two days ago requesting the status of my refund and had no response. I had no luck calling and getting through to some either. I would like my $55 back for a product I never received because of their shipping mistake.

  Business response

  05/18/2024

  We did apologize to ***** for the shipping error.   The **** **** materials require additional precautions before a refund can be processed, and the refund was already in process.  Our policy is that refunds will be processed within 30 days from when they are requested, and this refund was within our stated policy.   The refund was processed last Friday, May 10th.    We did talk to ***** on Monday, May 13th, and she confirmed she had received the refund, and she was satisfied with the resolution.   
  

  Customer response

  05/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I returned all the merchant merchandise. I reached out to the merchant for help using the products and or video access I was told would come with the product. I was not given the information, so I enrolled my child in a private school because of no assistance with homeschool products. I paid shipping and was told there were no partial refunds and that I should return all products, used or unused. Now, the company told me they will toss the book, but I still have to pay for all the items. I explained to them why I was not instructed to keep all the used things and why I would pay twice. Plus, I already made a payment to the company of $74 that is not being returned.

  Business response

  11/07/2023

  We spoke with ******* ******** on Friday, November 3rd, and we are forgiving the amount she still owes.   ****** purchased our student textbook kit when she needed our video course.   Her account now has a zero balance, and we also returned all the used books for her to keep.  ****** indicated she was satisfied with our response. 

• Initial Complaint

  10/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I returned a 9th grade curriculum a month ago. Ive been waiting for my return to process for over 4 weeks. I had initially signed up to be billed monthly but like I said I returned the product a month ago! To add to my misery I was charged $93 this morning which put me in a major financial burden and the customer service rep. could only give me that it will be another week or 2 before this can be resolved. This is unacceptable. I wasnt warned that a return would take over a month to process or that in the mean time I would still be billed even though they knew their item was returned. Why was I billed for a product I returned a month ago that has just been sitting under their noses for weeks? I even called nearly 2 weeks ago and they said they had received it back.

  Business response

  10/21/2021

  October 21, 2021
  
  
  Ms. Cindy R*****
  Better Business Bureau
  408 North Church Street, Suite C
  Greenville, SC 29601
  
  Dear Ms. R*****
  
  Re: Complaint ID ******** – Mrs. ****** ********
  
  We are disappointed that our Distance Learning Program with Books did not work for this customer.  As advertised on our website, we have a 30-Day Money-Back Guarantee, and we have fulfilled this guarantee to her.
  
  On looking into the communications and transactions on Mrs. ********’ account, we found the following:
  
  Sept. 5 -   An Order for Grade 9 Online with Books was entered by Mrs. ********, totaling $989.10.
  Sept. 9 -   The Order was shipped and a 15% down payment of $148.32 was charged to the credit card entered on the order, leaving a balance of $840.78.
  Sept 17 - Mrs. ******** called asking to return the materials.  Our Customer Service Representative (CSR) sent an email with a Change Authorization Email (CAE) form attached, to be completed and returned to us confirming her desire to cancel the Online Services. 
  Sept. 23 - The returned books were checked into our Warehouse.
  Oct. 9 -     The Returns Department worked on Saturday and a refund was going to be processed; however, since no *** had been received and the Online Services were still active, an email was sent instead to the CSR about the situation.
  Oct. 9 -     In the evening, the second credit card payment installment of $93.42 was charged automatically since the *** had not been received and the Online Services had not been disconnected.
  Oct. 11 -   Mrs. ******** called asking about the status of her return and asked when she would receive her refund.  Since refunds are processed by the Returns Department, the CSR could not give a specific date.  The CSR disconnected the Online Services based on this phone call and the fact that we had received the books back, even though we had not received the completed ***.
  Oct. 12-    Since the Online Services were now disconnected, the Returns Department was able to complete the refund process, refunding Mrs. ********’ credit card for the total paid in the amount of $241.74, and applying $747.36 to the balance on the account to pay the account in full.
  
  It is unfortunate that Mrs. ******** experienced a financial problem due to the automatic billing of the second payment installment.  Had we received the *** prior to October 9, the Online Services would have been disconnected and this second automatic billing would not have taken place.
  
  We try hard to be as fair as possible to our customers, and to process refunds as quickly as possible. 
  The following statement is printed on the back of our Packing Slips under General Information:
  
  Please allow four weeks for returns to be processed
  
  We feel we fulfilled our 30-Day Money-Back Guarantee to Mrs. ******** since the refund was processed to her credit card within the four weeks allowed for processing returns.
  
  Sincerely,
  
  BJU Press
  Customer Account Service Team
  
  

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