AUSTIN, TEXAS -- It's funny how you only find out how bad a company is AFTER it's too late. My experience is like many you'll read about with JourneyEd.com. My complaint with them is actually 3-fold. 1. Like many people you'll hear "Wasn't informed produce was on backorder". Now how absurd is this? I Pre-Ordered, a month, in advance of the release date, Adobe CS5 Master Collection. Then was told the day after the release of the product it was back ordered. So they over sold a pre-order, then didn't advise me of it until I called them asking why my order was in "pending" status rather than "shipped"... but from the time I spent on hold, it's easy to guess, I'm not the only one.
Since this was one of those deals that was "to good to pass up", I canceled my order with Amazon, because I was saving about 150 dollars going with JourneyEd.com. Now if I wanted to get it from Amazon, it's 150 dollars more than what the pre-order price was, so I'm stuck either waiting indefinitely or paying considerably more money "Ballpark $300 more" from another vendor.
How can a company that is marketed though schools to educators and students have 33 complaints filed to the BBB over 7 years (keep in mind, most people with billing issue just call their credit card companies for disputes not the BBB) and have an A- rating? It's the same song and dance with JourneyEd.com - it's been for 7 years (apparently) Not notifying people of back orders, double billing and poor customer service. This place was a link though my student portal at Art Institute, I expected for it to be above board. I would never have expected this... and hence way I didn't research this company, rather just the pricing.
Here's what it boils down to, You have a company "Journey Education Marketing", which seems to own "almost" every game in town for getting education version of software (from what I've read). They are obviously collecting orders, to place all at once to get huge savings. Because of this, they refuse to notify customers of "Back Ordered items" because let's face it: A, it wouldn't have been going on for 7 years. And B, that would lead to cancellation of orders.
Now this is all compounded because these guys outsource the actual shipping of the product (from what I've read) and they are "Marketing" themselves to students who are far less likely to complain for many reason, which is part of why there is obviously only 33 complaints. Simply from an ethical stand point, clearly JourneyEd.com is not a company you want to do business with, nor should any institution for learning. What kind of example does this really set for students and what type of people are schools choosing to do business with?
This has been going on for over 7 years, they still don't notify customers of BO status or even have on their website if products are instock. In 2010, any reputable website will tell you if an item's in stock unless it really is a super small company... If it's as large as JourneyEd.com the "Academic Superstore" is, offers great deals, but no in stock information - BEWARE because you're going to be sorry.
The red flag should have appeared for me the second time I ordered from JourneyEd and they sent me two of the same product, when I had only ordered one. An hour on hold the phone to make them aware of the situation and trying to find where to ship it to only to find that once I let them know of the mistake, they charged my credit card again. Insult to injury came when they would not reimburse me for the return shipping to correct the mistake they made. Two hours and two weeks later, they finally credited my credit card for the second charge. (The one they would never have made if I had not been honest.)
Wind the clock up to a semester later: I have to order on short notice products from them that were not included in my kit at school. I order and pay for 2 day shipping. This was on Feb 9, 2010. Two days later, I get an email that my order was cancelled due to "credit card fraud"... the very same card we used the last time. They "re-keyed" the order and I was told it went through.. Still paying for second day delivery, this order was placed on the 11th of Feb.
February 15th no order arrival. I call them at 8:00 am est and immediately wait on hold for an hour. Finally get some sleepy customer service representative who tells me she "just got in and the computers are slow" and that is the reason why she cannot provide me with a UPS tracking number. I ask for a supervisor, and like everyone else, get voicemail. I write an email via the website's contact form, which states that "most emails are answered in 24 hours or less."
February 16th... 9:00 am EST call and am immediately on hold for 48 minutes. I end up getting the same rude customer service representative from the day before and she tells me it has been less than 24 hours. By my clock, it had already been 25 hours and 18 minutes. She then informs me that "they are very busy..." As if I'm not. I go through the same request for a supervisor and email form as the day before. Same results.
Today, the 17th. 7:00 am - On hold for a record one hour and 38 minutes before getting a customer service representative. I explain the situation once again and he tells me that I have cancelled my order and have been refunded on the 13th of February. I explain I'm looking at my online card statement and no refund was ever issued, and I never made any such request. He tells me, "Well it sounds like you have a lot to say, so I am putting you in touch with a supervisor..." Voicemail again. No response Again.
Effectively, I have been robbed of $250.00 by JourneyEd. There is no other way to put it: They are lying thieves. Tomorrow's Mission: Sit with the school store administrator, the Dean of Academic Affairs, The Dean of Student affairs of the Art Institute of Philadelphia and discuss with them their relationship with JourneyEd and if it is an asset to the school or not.
I attend Kaplan university online. I ordered Microsoft office to complete my assignments through the student store via JourneyEd.com on Jan 28Th 2010. They sent me an e-mail stating that my order was back ordered and opted for me to get an instant download. I agreed but the key code was invalid. My total order was 107.95. This included 19.95 for overnight shipping. It is now Feb 15Th 2010 and I have yet to receive anything valid. Called everyone on the employee menu and finally after setting my alarm for 7:30 am got customer service, who told me my request for a refund will be filled within 24 hours. That was 3 days ago, NO RESPONSE AND NO REFUND.
I went to Best Buy and bought the program for 149.00 so I'm out big time. I called supervisors and was guaranteed a return call within 2 hours... 3 weeks pass and no phone call. I called collections dept with ** answering quickly (amazing how they answer calls when they think they can get paid). She gave me direct line to ** (customer service supervisor) And again no return call... All I want is a refund of my 107.95 because I did not get what I ordered. I call everyday with the same result. If you are needing a software program DO NOT... I REPEAT DO NOT USE THESE PEOPLE EVEN THOUGH IT'S THROUGH YOUR SCHOOL!!!!! I will fight this till I die!!!!
It's not so much about the money any more. I'm pissed because if I wanted to just give money away I would have sent it to Haiti. Oh they will pay me back one way or the other, voluntary or through a lawsuit their choice. CROOKED CROOKED PEOPLE!!!!! I am submitting my complaint and evidence to school today, hopefully they will be dropped as a sponsor for academic software and supplies... PEOPLE BEWARE BEWARE BEWARE..
From one pissed off student.
On January 15th of 2010 I placed an online order with JourneyEd (http://www.journeyed.com/), today is March 1, 2010 and I still have not received my order. Since my order has been placed I have made 4 calls to JourneyEd's customer service line and every time I call I have another horrible experience. To start, the wait to speak to someone is at a minimum a half hour. To top off the long wait, the woman who recorded the holding message is so incredibly annoying obnoxious and patronizing that I cannot even begin to explain it.
The first time I got through I was told I would have my order in 24 hours (seemingly, great although a long wait considering they were sending an electronic download and they should have been able to send it on the spot, and I had placed my order 2 weeks ago). Anyway, a week went by and no order. I called back only to find out that the email addresses they had for me were completely wrong. Therefore, they had sent my $750 worth of electronic software to the wrong person.
To this day I do not understand how they had the wrong email, considering they sent the original order confirmation email to the correct one. Okay so now they have the new email addresses...and I SHOULD have my order in 24 hours. Another week goes by and no email. So I called again... this time asking to speak to a supervisor. I am forwarded to the supervisor line and no one answers, so I must leave a message, which I am SURE will be returned promptly.
Not wanting to wait forever to hear back I immediately call again, only to be told that they need my edu email address, an address I have sent over a month ago. Now I am being told it will be taken care of in a few hours. This whole situation has been incredibly stressful. NEVER order from this company, no matter how good of a deal you think you are getting.
I ordered software from JourneyEd on Sept. 1 after realizing that I had the wrong software for the class that I am in. I had used the website last semester, and did not have an issue at all. This time though, is completely different. After ordered software on the 1st of Sept. I received a confirmation email on the 2nd. That email basically said that I ordered so and so software, and paid this much for it.. blah blah blah... I then received the same exact email later that day, and then again on the 3rd. Out of curiosity, I decided to email them back and find out why they kept emailing me the same exact email. I never received a reply.
On the 6th, I finally gave them a call after realizing that I paid almost $20 for 2 shipping, and it still was not there... Apparently there was an issue with the credit card (my mom paid for it, and it was a different address). After calling up there 3 DIFFERENT TIMES, I finally got that straightened out. I then received another "confirmation email" stating the same exact thing that the other 3 said. Here it is, Sept 8th and I still do not have the software.
I called up there again!!! The guy on the phone was pretty nice.. but I learned that the product is now on back order!!! He said that their system showed that they sent out emails whenever there was an issue with my order which is not true. I have every email that they sent me. Needless to say if I could afford to pay actual price for this software ($1000, instead of 200) then I def. would have just so I would not have to deal with this company. It's not fair for them to be taking advantage of students the way that they are.
DALLAS, TEXAS -- I would NEVER suggest buying from JourneyEd! On a scale of 1-10, their customer service ranks a big fat ZERO! I tried to order the Adobe Creative Suite through a link on my school login page and was taken to the JourneyEd site. I placed my order - No problem. I got my confirmation from JourneyEd and thought that everything was fine - No problem. One week passed, two weeks passed, and I sent TWO inquiries to them asking about my order. Finally (almost 4 weeks later) I had to call them after getting two confusing emails, one behind the other on the same day. One of them was another order confirmation, the other was saying that my order was cancelled.
I am LIVID! I was expecting this order to arrive weeks ago because I was working from a trial version of Illustrator for a class - Now THIS. When I spoke to the customer service representative today, I was told that my order was, indeed, cancelled... something about not being on an "approved" list. You think that could have been relayed to me somehow? Considering that I reached them THROUGH my school website after logging in, you would think that would be a given. Even so, a little courtesy to explain what happened would have been nice.
This is the second order that I've placed with JourneyEd, and GUESS WHAT? Also the second time I've had a problem with them though it was for a different reason last time. The item was no longer stocked and I got no feedback from them until I sent two inquiries. Finally they responded that I could cancel my order because the book I wanted was no longer sold, which I did, so 2 and a half months later, I got a cancellation email from them. The pricing at JourneyEd doesn't begin to compensate for the overall disregard for their customers. I will NEVER place another order with them.
There was a negative review posted for JourneyEd that did not allow comments, so I felt it necessary to post a review of my own. I have only made one purchase of downloaded software (Microsoft Office 2010). The transaction went well. I made the purchase, my credit card was charged, I was sent a confirmation email and download instructions. The download worked fine. I cannot speak to the customer service wait time that the other reviewer expressed, but I can say that I think the response time for email could be a little better.
My initial purchase was rejected because the woman at my bank did not activate my credit card properly when I called in after receiving a new card. They do not appear to have any weekend employees, so individual emails may not be responded to until the next business day.
Anyone reading this should avoid this company. First of all the wait times for their customer's service is about 30 minutes. Second, never buy a product from this company for a download. They claim that they have processed the order immediately, but I purchased a download on a Friday and still have not been notified of when I can do the download. It is now Monday. But my credit card has been charged.
I have tried to cancel the order stating that I have been charged for a product that I now no longer want and they told me it was too late. It is also too late to stop the credit card charge. Besides that I found the product for about 1/2 the cost that they are charging and could have gotten the actual disks and not a download. My advice to all reading this is to avoid the company or you will be sorry.
Update: I contacted the Texas BBB and made an official complaint against this company. I don't know if that complaint helped or not as I never heard from the Texas BBB, but I got refund from JourneyEd. I never got any communication from them however. I mean nothing at all as to if they were going to give me a refund, or why when etc. The money just magically went back into my checking account. I am just happy I got the refund.
I will never do business with this company again. Avoid it like the plague or you will be sorry. I was lucky to get my money back. I can now buy Microsoft Office 2010 for half the price I was going to pay plus get the actual disks and not a download.
I placed an order one evening realizing that I ordered the wrong item the next AM. Did not think it would be a problem since I had not confirmed my student status. When I tried to cancel the order it would not cancel. I called customer service where I was told it had already been packaged and sent to ship and so it could not be canceled,(package did not ship for 2 days.) I told the operator my problem, he told me to refuse delivery when it came and it would come back to them.
Since I was in class when it was delivered I could not refuse shipment so I called UPS. They said I would need a return label, called JourneyEd back and this time I was told that they would not give me a return label until I had the package in my hand. As soon and I knew it was delivered I called back and then was told I had to pay for shipping and there was no record that I had called 2 other times. Completely ridiculous. Now I have to take it to UPS and return it ... I wonder if I will get my money back. The customer service stinks. I will never buy from them again.
Last week, I placed my second (and very likely the last) software order with JourneyEd.com. I only bother to deal with the vendor, because of its exclusive academic pricing for some software products. Otherwise, if at all possible, I suggest that you stay away from the headache of dealing with JourneyEd. If you need to call their customer service (i.e. because your online order seems to be completely lost), you are almost sure to encounter unfriendly often rude customer service.
Interestingly, if you choose to purchase software download to expedite access to your software, do not expect to receive it promptly. Three days ago, I paid for a piece of software with download option, but I am still waiting to receive the download link. According to JourneyEd's customer service, this is their "normal process." All I can do is just keep waiting. Horrible!