ComplaintsforHands-On-Labs, Inc.
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Complaint Details
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Initial Complaint
11/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I purchased a chemistry lab kit from my school's bookstore to use for a chemistry lab class. The kit does not come with any kind of instruction manual on how to do any of the experiments, nor is there a stand-alone version available. The instruction is only available online and usable with a one-time activation code that is valid for the duration of the semester. Due to a family emergency, I was forced to drop the class. Upon contacting the company to obtain the online content and instructions to perform the experiments, I was told that "my code was only usable during the semester and they are unable to offer any access to me to use MY kit once the semester was complete". This essentially leaves me with a 250 dollar kit that has no use.Some may try to compare this to access to online content that comes with some textbooks, such as videos, problem solutions, homework, etc, that expire once the semester ends. However, this is completely different. In those instances, the student already has a physical textbook, only the online content expires. In this case, I have no access at all to the kit that I bought because the instructions on how to use the kit are only available online.Business response
12/07/2021
Unfortunately our labkit are made to each course so all instructions are in the lessons requested by the instructor. Each course has a timeframe or session date and they do expire. Returns are only granted within 30 days of receiving the kit and there has been no use of the kit code or access to any lessons. After this timeframe Labkits may be donated to local science departments at any school. They may not be resold as they are not marked for resale due to the contents.Customer response
12/08/2021
Complaint: 16174203
I am rejecting this response because:There is no reason provided as to why I can not have access to the instructional videos. The kit was $250. In this I paid for instructional video access.
This is a shady money making gimmick.
Sincerely,
***************************Business response
12/20/2021
As previously stated, the online course has session dates which expire. Once the course ends access is no longer permitted.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.