Pearson Education - So far Terrible

I have requested access to a textbook as an instructor twice. As of this email I have received zero feedback. I haver tried to call every number on the website and I have gotten "No longer in service messages" or "Mailbox not set messages". I have tried to call my rep directly and the number has been busy every time I have called. I sent an email last week and I have yet to get a response. I am extremely disappointed that the lack of customer service I am receiving. I can be reached at pmgeorge@troy.edu or 334-808-6582. Thank you, Patrick George
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ID
#1500627 Review #1500627 is a subjective opinion of poster.
Location
Demopolis, Alabama
Service
Pearson Education Customer Care
Reason of review
Poor customer service
Preferred solution
Deliver product or service ordered

Pearson Education - HORRID Company

1.0
Details
I teach at a large research I university in Arizona. Not only can we no longer get ahold of our Pearson Rep, the company is trying to soak our students for online products that do not work. I sincerely hope that this company realizes that, should my department dump the Pearson textbook line, they will lose a lot of revenue. Get it together!
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ID
#1491049 Review #1491049 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Cons
  • Program designed for failure
  • Technical support
  • Customer service doesnt respond to emails
Reason of review
Poor customer service
Preferred solution
Let the company propose a solution

Pearson Education - Contact phone number

I have been trying all day to find a phone number to call from the website for help with questions about online versions of a book and to order a book. There is not really any phone numbers on your website and every time I went to something it was no help. You need better contact information. I am very dissatisfied.
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ID
#1487523 Review #1487523 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Reason of review
Poor customer service

Pearson Education - No refund even though Pearson said they initiated it

1.0
Details
I bought mastering physics online course portal but then I dropped the class and no longer needed it. Put in a refund ticket, took forever for Pearson to contact me but they finally did weeks later. Said they would refund money back into my paypal account in 10 days. It’s been close to two months and still no sign of that money. Honestly have given up at this point. Lost 68 dollars and 95 cents to this.
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ID
#1486686 Review #1486686 is a subjective opinion of poster.
Service
Pearson Education Customer Care

Pearson Education - Useless

1.0
Details
I explained my problem 10 times to some representative who had too much trouble understanding not only english but also how the Pearson system works. He then told me that he could not fix my problem, when my other classmates had the same problem fixed. They hire some useless people.
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ID
#1460170 Review #1460170 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Cons
  • Phone service
Reason of review
Poor customer service
Loss
$5000
Preferred solution
Better quality customer service

Pearson Education - Horrible Customer Service

1.0
Details
I had to get a textbook for a class, but it needed an access code for the lab. The homework was coming up, so I ordered a textbook and spent for overnight delivery. The next day, they notify that the book is on back-order. Specifically, the email said that I can reply to cancel the order before it ships, and so I requested a cancellation and asked if there was an eText and lab of that same book. The teacher, meanwhile, never received the course code, which is necessary in purchasing an eText and using the lab for the homework. 5 days later, I received an email that my textbook had shipped. I never received any email from customer service until 4 days after the textbook had shipped. The email was simply a restatement of my issue and a 'we hope you are satisfied with our support.' (What support?) Imagine that the teacher had the course code and I bought the eText but the first order never cancelled. There was no response to the issue, no indication that it was being acknowledged, and possibly no way I could make a return (and receive a $150 refund) because customer service doesn't exist. Also, the teacher is still waiting for the course code, and despite her many attempts to contact customer service, she still hasn't gotten a hold of them.
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ID
#1455822 Review #1455822 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Cons
  • Lack of service

Pearson Education - No refund after months of emailing and calling

1.0
Details
I ordered a textbook (about $90) from Pearson back in October 2018 for a college course I was taking. Right after I purchased the textbook I received an email saying the book I ordered was a restricted item and I would not be charged for it. I even contacted customer service to confirm this. The charge was removed from my account so I purchased the textbook elsewhere. However, a few days later I was charged from Pearson and then received the book in the mail about a week later. I contacted Pearson and said I no longer needed it because I had already purchased it from somewhere else, so they allowed me to return the book. It took a little over 6 weeks for them to receive my return and "fully process" from their warehouse. Once that happened, they said I would have to wait 10-15 days to receive my refund. I waited and received nothing. So I emailed again and they said to wait another 10 days because they "were having technical difficulties because of the holidays." After those 10 days, I still had not received my refund. I finally found their customer service number and first they told me it was my bank's fault. And then they said I had to contact their credit department by email. When I did, they said my refund had NOW been processed as of Jan 18, 2019 and will be back in my account after 3-4 business days. I still have not received anything and it is the 4th day.
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ID
#1455802 Review #1455802 is a subjective opinion of poster.
Service
Pearson Education Customer Care
Cons
  • Poor customer support
  • Wait time
  • Refund policy
Reason of review
Return, Exchange or Cancellation Policy
Loss
$92
Preferred solution
Full refund

Pearson Education - Disc not delivered and not answering emails

1.0
Details
I have emailed now called and was not even on hold for ten minutes waiting for her to say anything
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ID
#1455245 Review #1455245 is a subjective opinion of poster.
Location
Scranton, Pennsylvania
Service
Pearson Education Customer Care

Pearson Education - After 4 months I still haven’t received a refund but got thousands of “case numbers”

1.0
Details
Update by user Dec 27, 2018

This was not at the location in Centennial CO. Not sure why this was added on my review.

Original review posted by user Dec 27, 2018
Basically I needed a textbook by a certain date in September. When I originally purchased the book I clicked the option for overnight shipping and upon checking out and paying it just changed to standard shipping by itself. I called the same day and spoke to someone about my situation and they said it was out of the their control and advised me to buy a second book and overnight ship it again. I paid somehow more and still received the books 2 weeks later at the same time by now it was already October and to remind you they both were supposed to be overnighted/next day. I had to withdraw from the class because I wasn’t able to complete my homework. I didn’t need the books anymore so I called to request a refund, the girl I spoke with said I wouldn’t receive a refund for 4-6 weeks until they receive the textbook back in their warehouse. At this point I was like a little frustrated but I could deal it seemed like they were trying to help me. As soon as I got the labels I shipped them the next day. So everything on my part was complete I followed all of their instructions. Here I am now 3 months later still dealing with their *** Every time I call I get a case number they transfer me to 7 different departments for 45 and tell me that they will get back to me in 24-48 hours and then I don’t gear from them for like 5 days. I am the one contacts back endlessly. I spoke to someone again today and they transferred me to a department who said that they weee unable to help me, transferred me to another customer service representative who was just flat out rude and hung up on me. I will never use Pearson again ever. I will always buy my books and access codes from a third party but never from them directly because they are terrible to their customer and do not know how to run their business with integrity and I will make sure that to tell everyone I know to never buy from Pearson.
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ID
#1433890 Review #1433890 is a subjective opinion of poster.
Location
Centennial, Colorado
Service
Pearson Education Customer Care

Pearson Education - Help with receipt

Was given another number to call.
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ID
#1420871 Review #1420871 is a subjective opinion of poster.
Location
Tampa, Florida
Service
Pearson Education Customer Care
Reason of review
Poor customer service
I use "On Cooking" 5e update and have been trying to get in contact with Heidi Dressler about an exam copy of 6E for several weeks with no feedback from her. Tried navigating website and all I do is go in circles and never getting to ordering possibilities of the...
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1 comment
Leighanna
#1790248

I agree. I tried to reach her over the past 6 weeks. no response

ID
#1420111 Review #1420111 is a subjective opinion of poster.
Location
Webster, Wisconsin
Service
Pearson Education Customer Care
Reason of review
Poor customer service
Preferred solution
someone contact us

Pearson Education - Requested refund three months ago

1.0
Details
More than three months ago I requested a refund for a Psychology book purchased through Pearson in the form of a check. I haven’t received the refund and when I cannot customer service I’m being told the situation is resolved when clearly it hasn’t been.
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ID
#1406286 Review #1406286 is a subjective opinion of poster.
Location
Las Vegas, Nevada
Service
Pearson Education Customer Care
Reason of review
Poor customer service

Pearson Education - Reg account creation for accessing Instructor resources

Pearson Education - Reg account creation for accessing Instructor resources
I have attached the mail. I haven't received the instructions yet!
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ID
#1406070 Review #1406070 is a subjective opinion of poster.
Location
Thiruvananthapuram, Kerala
Service
Pearson Education Customer Care
Reason of review
Poor customer service

Pearson Education - This book isn't mine

Listen, I was trying to buy some things on November 7th. And I suddenly get this surprise that my card got declined. I'm broke, OK? I'm a college student, so yeah. But I was extremely baffled the fact that my card got declined when I knew that I had enough on my card. I was certain that I could afford what I was planning to buy so why would my card decline for? I later found out the reason behind that. I was walking to my door and I see this box on my doorstep. I was utterly confused because I never ordered a book. Why? Because I already ordered my access code for my psych class in the beginning of the semester and everything is done online. I don't need this book, pls give my money back.
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ID
#1398452 Review #1398452 is a subjective opinion of poster.
Location
Fresno, California
Service
Pearson Education Customer Care
Reason of review
Poor customer service

Pearson Education - Exceedingly poor refund service

I opened several cases to get a refund when I bought an online book that I didn't need. I had to open several cases because they would close each case and say the refund has been issued but there would be no refund. This happened over a period of almost two months. And it was not after finding a number on PayPal (which I used for payment) did I start making headway. But even after making this connection and being told the refund is in progress, I got an email saying that they needed more information almost a week later. Finally, I called back and after getting disconnected twice, someone who sounded more knowledgeable than everyone else, worked things out for me to get the refund.
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2 comments
Anonymous
#1593748

Same problem, absolute worst customer service of my life.

Anonymous
#1590593

I am having the same issue.I got a book which I didn't need and returned it. I have the USPS tracking number which states the date it was received by Pearson.

They are DISHONEST.They say they didn't receive th book and are not issuing me a refund. POOR CUSTOMER SERVICE.

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ID
#1390303 Review #1390303 is a subjective opinion of poster.
Location
Petaluma, California
Service
Pearson Education Customer Care
Reason of review
Return, Exchange or Cancellation Policy