Terrible customer service! The school gave my daughter a list of books and a lab kit to order from Textbookx. We ordered them on 8/11/2024 and less than 2 weeks later my daughters professor told her to cancel the chem kit. I called on 8/26/2024 and told them I needed to cancel and was told no problem. I was told I would get call in 48 hours confirming my refund. I never got a call. I called back today and told them I never got a call back. The person told me they can see where I called to cancel but it was beyond the time limit. I told them I never got the kit and after I cancelled we got an email with a code for my daughter to have the kit shipped. It never got shipped. They still have it. I was told it's their policy. The person said they would "escalate' my case. That's exactly what the last person said. They are not located in the US and I know I'll never see my money again. Total scam. I am going to the school to let them know not to use this service. Wait until the first day of class, find out what books you need and get them somewhere else for less.
I can't believe the experience I have been having with this company. I received a book voucher, but of course I was forced to use it through textbookx as that is the company my college goes through. I was able to find the books required for my class, but noticed they were all priced well above competitors while advertising a "savings" of some arbitrary amount. I ended up using my book voucher to purchase 3 books, all new. First, there was a delay in shipping. Then, two of the books were delivered on time. The third book however was "delivered" quite late, 12 days after I had ordered it, and 3 days after classes started. When I opened the package, I found that the company that textbookx ordered from, Ingram, has instead packed 5 books on CD, meant for a company 3 states away, AND the packing list included in the package stated that there was supposed to be 7 items in that shipment. So now textbookx has made mistakes and caused delays, and Ingram has also shown a lack of responsibility. Great. So I turn to textbookx customer support. I spent 2 hours speaking to someone about the issues, and I swear to god they didn't actually read anything I wrote, while taking an average of 10 minutes to respond each time. I ended up having to go to pick up my son, leaving the chat unfinished. Later, I tried to reach out to customer service again, and was met with yet another agent that averaged 10 minute delays between responses. I stressed that this was a huge issue and that classes had already started, but when they put in for a replacement, of course they chose the slowest shipping option. I tried to talk to the agent about this, only to be met with silence. When I finally complained that I was again being made to wait an indefinite amount of time for a reply, the agent simply disconnected from chat. The customer service for this company is literally the worst I have ever experienced, and I have been a customer of Comcast and Verizon. They are devoid of empathy, EXTREMELY slow to respond, and do the absolute bare minimum that is required of them. The next time I receive a book voucher, I will throw it in the trash and buy my books with my own money, just to avoid ever having to deal with textbookx again. What a joke.
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