I had ordered Textbook of Veterinary Internal Medicine Expert Consult on the 8th of August. On the 9th August I rang the customer services line asking for my order to be cancelled. I spoke to the customer service representative named ‘Jeff’ and asked for my order to be cancelled. He informed me that the order had not been processed yet (I had not yet been charged either) but he confirmed that the order would be able to be cancelled. On the 11th August I received an email with ‘an attached copy of my invoice’ and on the 12th August, another email informing me that my ‘order has been despatched from our warehouse and will be delivered by DPD’. I had now been charged for the order. I again spoke to ‘Jeff’ when calling your customer service line. I again reiterated that I had requested this order was cancelled and that Jeff had confirmed he would be able to cancel it. He was unable to give me a reason why this had not cancellation had not been processed.He informed me that there was nothing he could do, instead I would have to wait until the order arrived and then there would be a returns label in the package so I would be able to be return the order with free postage. When I asked him, he confirmed that it would be free returns.When the package arrived, there was no returns label present. I sent an email to request a returns label on the 20th August.After receiving no response from my email, I rang the customer service line again on the 21st August and spoke to ‘Jeff’ again. He was unable to provide me with a returns label. Nor was he able to give me any more information on whether my email had been received – nor did he help at all with chasing it up. That same day I rang the customer service line again and spoke to ‘Maria’. I recounted my concerns over the last few days and informed her I was extremely unhappy how her colleague had been managing the case. She did not seem to even know who “Jeff’ was and left me on hold for about 20 mins trying to find out. When she finally came back to the line she told me to wait 24-48 hours and she would be able to email me the free returns label.On the 23rd August I had still not heard anything nor had I received a response to my email, and so I rang the customer service line again. I spoke to ‘Jeff’ once more and again he was unable to help at all or give me any further information. I then called again in the afternoon and spoke to ‘Maria’. It was at this point she informed me that Elsevier do not offer free returns to UK orders. Even when I informed her of all of the mistakes that she and her colleagues had made throughout this entire process, she was unable to offer any help.I am extremely unsatisfied with how it has been handled. To be quite frank, I have never been on the receiving end of such poor customer service. The apparent lack of care or desire to help from your customer service representatives and worse still, being told false information, is unacceptable.
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