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Resolved: Horrible Customer Service

Update by user Sep 05, 2018

A full refund was provided after several months.

Original review posted by user Aug 06, 2018
Pearson Education customer service is terrible. We have been trying to get a refund for purchasing a MathLab online code for a course that was dropped. However, we've been getting the serious run-around for over two months. Plus you can't even find a phone number for their customer service department on any of their webpages. They continually offer you a Issue Number when trying to resolve online but you can never actually speak with anyone. We have been continually frustrated by their lack of attention and have not even received a valid email back from a human. At this point, I guess my $100+ is lost. However, we will continue to fight.
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1 comment
Anonymous
#1559206

I've been having the same. problem.

Dropped a class the day after I bought a code and it's been 2 weeks and still nothing. They even sent me an email stating "Did we resolve your issue?" Uh, NO. I didn't even get a response from you people.

I can't believe colleges are still forcing students to use this overpriced *** program. Their customer service sucks and their products work horribly.

Resolved
ID
#1322750 Review #1322750 is a subjective opinion of poster.
Product
Pearson Education Mymathlab Program
Pros
  • That the issue was finally resolved
Reason of review
Return, Exchange or Cancellation Policy
Loss
$111
Preferred solution
Full refund
1.2
Details
Customer Service: Been waiting 3 weeks for a copy of my receipt, every single time my request gets filed as a "refund" request instead and then ignored. Tried calling, emailing, and online chat - all reps were utterly worthless and claimed they were powerless to...
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1 comment
Anonymous
#1532054

I'm dealing with the same thing as I am typing this. I cannot get a hold of anyone and I have tried emailing for the past week (3 emails) to cancel a back order.

I received email today it has been shipped. I had to get on BBB to even find a phone number for Pearson. Then I was informed it was the Pearson phone number. I got transferred and hung up on.

Called back and they gave me a fake phone number. What kind of business are they running!

ID
#1319417 Review #1319417 is a subjective opinion of poster.
Product
Pearson Education Program
Reason of review
Bad quality
Loss
$110
Preferred solution
Let the company propose a solution

Useless

No one ever answered, just kept sending me to other menus.
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ID
#1317925 Review #1317925 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Reason of review
Poor customer service

Awful customer service even more terrible product

1.0
Details
Pearson is one of the most faulty online systems I've ever used for a college course. There's always some sort of maitenence which causes one not to be able to access assignments. Calling customer service is just another headache. I was on with an agent for almost an hour and they had no idea how to fix the problem. They say "just clear your cookies and cashe" like thats going to get your attempts for the assignment back! I will never take an online course again if Pearson is going to be the one hosting it! Just awful!
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1 comment
Anonymous
#1528119

Funny you say this because i was attempting to buy a Heinemann book from Pearson tonight and their entire website is just trash. Nothing would load and constant errors during processing. I just gave up...

ID
#1315617 Review #1315617 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Reason of review
Poor customer service
I have been charged out of the blue, again. Am being charged to subscribe every month? Because that is definitely NOT what I signed up for! The course has ended! No response yet from Pearson. No contact number in order to reach someone. Just getting robbed over here!...
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ID
#1314600 Review #1314600 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Reason of review
Poor customer service
Loss
$50
Preferred solution
Full refund

Paid for book but no access code

1.0
Details
I ordered etext. They got paid but never sent me access code. They have NO phone number to call. Went through their process of requesting customer service by email. Sent four requests (each time waiting 24 hours). Have not heard back from anyone. The representatives in your area have numbers but don’t answer. HOW ARE THESE PEOPLE STILL IN BUSINESS!!!
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ID
#1312074 Review #1312074 is a subjective opinion of poster.
Product
Pearson Education Textbook
Reason of review
Order processing issue
I have an assignment that was due at midnight. Logged on well over an hour to work on it (doesn't take longer than 40 minutes for each assignment), but apparently the site's access to registered classes was down until the following day. No email about the temporary...
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ID
#1310324 Review #1310324 is a subjective opinion of poster.
Location
Dahlonega, Georgia
Product
Pearson Education Website
Reason of review
Bad quality
Loss
$106

Frustration at Lack of Communication

1.0
Details
I ordered a textbook and realized I was not certain I purchased the right one. Within 5 minutes I sent an email to Pearson asking them to cancel the order or help me in confirming I ordered the right material. It has been almost 2 weeks and I have no received a response back from them and my order (that I tried to cancel) arrived. It is frustrating that as a consumer, there is no phone number or any other way of contacting Pearson for help other than through email. I even tried calling their technical support number to see if I could get transferred to the correct department but after 18 minutes of being on hold I had to hang up. Their website claims: "We focus on training, service quality, and accurate resolution of support requests upon first contact—and it shows in our customer experience." "All requests are routed to our experienced help desk staff, providing a seamless transition from your institution to technical support." "Have questions about our products and services? We’ll get you the answers you need." "Your questions and comments are very important to us" but then when submitting an inquiry through email, the form also says "Due to the volume of mail received, we cannot guarantee a personal response.". This seems very contradictory. As a student, it is frustrating that we pay hundreds of dollars a year on textbooks and material but can't get an order cancelled or contact the publishing company?
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ID
#1309364 Review #1309364 is a subjective opinion of poster.
Product
Pearson Education Website
Reason of review
Poor customer service
Preferred solution
I want change! If you say you value customer service and answering inquires, then back that statement up by providing multiple contact options and hiring more staff dedicated to that! Do I have a refund option, w/o paying for the shipping?

Can not assess my account

I can not log into my account
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ID
#1309194 Review #1309194 is a subjective opinion of poster.
Product
Pearson Education Account
Reason of review
Damaged or defective
1.6
Details
Don't take a class that uses their software unless you have to. The customer service is awful and when (not if) there is an outage it will be out for HOURS and they will not provide any information regarding the causes or resolutions. Upon trying to file a complaint...
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ID
#1307848 Review #1307848 is a subjective opinion of poster.
Product
Pearson Education Mymathlab Program
Pros
  • When it worked
  • I liked math before i used this software
Cons
  • Tech support
  • Online support
  • Product support
Reason of review
Bad quality
Loss
$150
Preferred solution
Price reduction

To buy access codes

Recording came on could barely hear
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ID
#1307625 Review #1307625 is a subjective opinion of poster.
Reason of review
Bad quality
1.0
Details
Purchased a Study guide for Chemistry Endorsement exam. Was able to access it once after hours of frustration. Next time I logged in (just a few days later), the link no longer worked. After multiple long phone holds (they seem to go out of their way to prevent you...
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ID
#1306880 Review #1306880 is a subjective opinion of poster.
Product
Pearson Education Program
Cons
  • Cannot process a refund
Reason of review
Return, Exchange or Cancellation Policy
Loss
$24
Preferred solution
Full refund

HORRIBLE FRICKINN EXPERIENCE- TAKING ADVANTAGE OF THE VA VETS

THIS IS MY 3RD REVIEW AND THIS TOO ISN'T VERY USER FRIENDLY. YOUR SYSTEM TELLS ME TO LOG IN AND I'VE BEEN DOING THAT FOR 2 DANG HOURS. YOUR PRODUCTS ARE NOT VERY USER FRIENDLY TO AN OLDER GENERATION WHO PREFERS TEXT BOOKS OVER ELECTRONIC BOOKS. I LIKE TO HIGHLIGHT MY BOOKS AND LOOKING AT A COMPUTER TO READ HOMEWORK IS THE LAST THING I WANT TO DO. MY ORIGINAL COMPLAINT WAS NOT RESOLVED AND NOW I HAVE TO WAIT SEVERAL DAYS FOR A TEXT WHEN THE DANG CLASS WILL BE OVER SOON. I CANNOT TALK TO A DANG HUMAN AT ALL. MY CORRESPONDENCE IS VIA FRICKINN EMAILS. THIS IS RIDICULOUS!!!!! I NEEDED A DAM ACCESS CODE AND STILL DON'T HAVE ONE. YOUR PRODUCTS ARE NOT THAT GOOD AND IF WE COULD JUST HAVE CHOICES IT MAY HAVE WORKED OUT BETTER. I WILL ALSO BE NOTIFYING THE VA OF MY DIS-SATISFACTION WITH YOUR PRODUCTS AS I'M SURE I'M NOT THE ONLY VET WHO HAS HAD ISSUES WITH YOUR PRODUCTS!!!!
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ID
#1306524 Review #1306524 is a subjective opinion of poster.
Product
Pearson Education Revel Program
Reason of review
Bad quality

FRICKINNN PISSED CUSTOMER

I HAVE BEEN TRYING TO WRITE A REVIEW. YOUR PRODUCTS ARE NOT VERY USER FRIENDLY. THIS PROCESS OF YOURS GOING THRU EMAILS IS FRICKINN RIDICULOUS. THESE PRODUCTS SHOULD GIVE CHOICES ON WHETHER I WANT ELECTRONIC OR ACTUAL TEXTBOOKS. MY PREFERENCE IS THE TEXT BOOK. BY THE TIME I RECEIVE THE DANG BOOK MY CLASS WOULD BE OVER. I WILL BE COMPLAINING TO THE VA AND THE SCHOOL. I HAVE BEEN DEALING WITH THIS MORE THAN A WEEK AND ITS NON SATISFACTORY. YOUR PRODUCTS ARE NOT VERY USER FRIENDLY AND YOUR CUSTOMER SERVICE IS HORRIBLE!!!!!!!! THE VA PAID FOR MY MATERIALS AND I WANT TO BE REIMBURSED. IT'S A DANG SHAME I CANNOT GET A FRICKINNN HUMAN ON THE PHONE. I WISH I REALLY DIDNT HAVE TO DEAL WITH YOU AT ALL!!!!!
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1 comment
Anonymous
#1521059

Hi I am so so sorry what you’re going through I don’t know the circumstance but perhaps the Better Business Bureau could help you if you wrote to the state house I mean there’s no need in the way this world operates OK I’m sorry to hear about what you’re going through

ID
#1306503 Review #1306503 is a subjective opinion of poster.
Product
Pearson Education Revel Program
Reason of review
Bad quality
1.0
Details
I bought MyMathLab in the end of May for a class then dropped the class within a week and received $112 back to my credit card. A month later June 26th, I was notified from my bank that Pearson charged my account $110.5 when I have not bought anything. I called...
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ID
#1305268 Review #1305268 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Cons
  • Random charges
Reason of review
Charging my account when I did not purchase anything.
Loss
$111
Preferred solution
Full refund