Never ever use them if it truly matters that you get your book
Wishing I could put all that happened, because it was even worse than this review. I'm hoping these are at least salient enough points. I ordered a 2 volume set for my rotation, which is only 4 weeks long. I can't order before I have a syllabus, so I ordered when I could. They sent me vol. 1, even though the order says vol. 1&2, so I know I didn't mess it up. They did. I got the book late Thursday night, too late to contact them. So I contacted them Friday morning. I was told I would my answer either Saturday or Monday. I contact on Monday, after waiting all day just to give them time. I hadn't heard anything back. I was told I would have to wait another 72 hours to hear back. Not 72 hours to get vol 2, not 72 hours with a tracking number. 72 hours for them to figure out where my order even was. The representative was rude as well. So this review isn't pages long, I will just say that she not only wouldn't let me speak to anyone else, Matte said she had made a point of putting notes on my account to ensure no one else would try to help me either. I finally waited long enough that she had clocked out, and the next person I spoke with said it wasn't Chegg I was supposed to speak with. It was Valore, but when I contacted them, they said Chegg, who said it's Valore, etc. At that point, I was more curious to see if anyone would even make an effort, but Matte made good on her word. No one even tried. I had already ordered from somewhere else by then. But now I had the predicament of returning a book in a city I don't know because I'm on an away rotation. The label they sent wasn't set up for pick up, even though UPS comes to this building daily. I asked if they would do that, and they said no, I had to figure it out, even though it's a "hassle". Otherwise, I can expect to be charged for a rental when I never actually received my book. I have multiple times asked who I can talk to as a level of support above these representatives. Either they are working under no management (which is semi-believable given what happened), or they are rogue employees who, b/c of distance, know it is hard to get beyond them. I will likely head to the BBB next, not because it necessarily has teeth, but because I have to do all I can to protect other people. There is no consequence to them for a failure at every possible level. It's us end users. Valore's association taints them for me now. I can't work with companies that I can't rely on *and* have no mechanism to deal with rectifying their mistakes.