Got my submission, 4 books had the wrong labels. How do I get this fixed8739

Originally Posted by TimBildhauser
Quote:

Originally Posted by mattness
I understand growing pains and that mistakes happen but on my last TWO orders I had debris in my slabs that couldn’t be removed with the blow air or slide a piece of paper in trick. CBCS told me the same, “ship them back to us with your next order” .... My next order? I just shipped in two orders. Now I have to wait until I have any other books to grade and pay additional weight to and back from CBCS. Not cool. When Zak was at the helm of customer service return shipping was paid for and I was credited shipping cost to CBCS. I love CBCS but this is just frustrating

You don't have to wait to send them back. There are some customers that prefer to hold off on sending books back in a case like this so they don't have to put together a separate shipment.

Originally Posted by JLA555
@eee91 did you end up paying for shipping back

Originally Posted by dielinfinite
Quote:

Originally Posted by TimBildhauser
Quote:

Originally Posted by mattness
I understand growing pains and that mistakes happen but on my last TWO orders I had debris in my slabs that couldn’t be removed with the blow air or slide a piece of paper in trick. CBCS told me the same, “ship them back to us with your next order” .... My next order? I just shipped in two orders. Now I have to wait until I have any other books to grade and pay additional weight to and back from CBCS. Not cool. When Zak was at the helm of customer service return shipping was paid for and I was credited shipping cost to CBCS. I love CBCS but this is just frustrating

You don't have to wait to send them back. There are some customers that prefer to hold off on sending books back in a case like this so they don't have to put together a separate shipment.

I think what’s confusing is that Customer service has recently started to only mention the “send back with an order of 5-10 books” option, which can be confusing and frustrating for customers. I’ve done many returns to CBCS in the past and I was thrown off by the response from customer service when I contacted them last week. I’d imagine newer customers wouldn’t even have thought to ask about the option of just shipping the books back, and, as this thread shows, even long-time customers are misinformed that CBCS will leave you on the hook for return shipping. Not that long ago customer service would ask the customer to include the shipping receipt with their return for reimbursement. They seem to have become less diligent about that in the past couple of months.

Finally, CBCS should be clearer about those reimbursement options. On previous returns I’d receive a check in the mail for the shipping amount a few weeks later. My most recent return earlier this month, I was apparently given a credit. This isn’t necessarily bad, and I imagine the credit allows you to reimburse the customer wuicker than mailing out a check, but I think the customer should be given the choice. Considering how easily and how hotly tempers seem to flare up, especially after the recent run of extended turnaround times, seemingly forcing customers to submit more business to CBCS to get their full reimbursement for an issue caused by CBCS seems like it could cause more discontent. The store credit issue is further exacerbated by the fact thatthe CBCS website lacks any meaningful way to keep track of credits and coupons. Perhaps provide the option of a credit or a refund via check or card.

In conclusion, I think CBCS needs to be clearer and provide more complete information about the options available to it’s customers