ComplaintsforThinkEDU LLC

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3/7/24 I ordered an iPad 6 combo bundle with an added Apple Pencil for an additional $29.95. I received it on 3/14/24 despite paying for 2 day ***** shipping. I received a non working charging cord and a cheap ************* stylus. I am not happy and requesting that the company replaces the cord and sends me the Apple Pencil I paid for free of charge. Order #******* for reference

  Business response

  03/19/2024

  We, at Thinkedu, strive to complete every order in a timely manner.  For our customer with order # *******, we apologized that her order was not correct.  When she contacted us, we immediately contacted our supplier and have shipped out a brand new charging cord, given her a $29.95 refund for an item she said she did not receive, and we also resent the item IPad Pencil that she had originally requested for free.   We have apologized for any issues she has had and have let her know to contact us if she needs anything else.   The item that she has purchased has a 1 year warranty and we have explained that if she has trouble with it, to let us know and we will handle her return promptly.  All our customers, at Thinkedu, are helped completely and quickly with any inquiry they have.   

  Customer response

  03/19/2024

  I have reviewed the business response and accept this resolution. I had filed this complaint with the BBB when the original customer service provider stated that there was nothing the company could do to resolve the issue. After I contacted another customer service provider, they provided a supervisor email in which I had to argue with the supervisor to get them to understand that the company was in the wrong. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday 11/03/23 I was shipped an HP ZBook Power G9 ****" FHD ***** Core i9 32GB RAM 512GB SSD Quadro RTX A1000 / Serial number *******#ABA. I paid a total of $1,909.77 for this new HP laptop.Then on Wednesday 11/15/23 I sent ThinkEDU the following email: "I need the steps for getting my new HP laptop replaced. I did not notice it until today but there is a green streak going down about of an inch on the left side of the screen. This is unacceptable for a new HP laptop out of the box. Please respond to this email asap." ThinkEDU referred me to HP, but HP referred me right back to the "original" place of purchase since I am requesting a NEW HP laptop, and not to get it fixed and thus now having a refurbished laptop, and thus losing more than half the value of my original purchase. At this point, I strongly prefer a complete REFUND. I got a defective laptop and tried getting it replaced within any warranty time and now I am having to jump through all kinds of hoops just to have a quality work and personal laptop that I can use reliably.

  Business response

  11/30/2023

  Thinkedu strives to help every customer with every problem.   This customer was looking for how to solve his issue with his computer since it arrived defective.   We knew that the item had a 3 year warranty with HP and that all customers with problems with this item were to be sent to HP for help.  We suggested that he contact HP, which he did.  He was not happy with the fact that HP would only repair the item not replace, so he returned to us with this issue.  We apologized and looked back at the situation as a whole.  We apologized for all the issues he had already gone through and reached out to our supplier of the unit to see what could be done.   We have since, issued him an RMA (return merchandise authorization) and sent him a return label to return this defective item.  When this item arrives back at the supplier and we are notified, he will receive a full refund.   We communicated all this to our customer and he was pleased with this information.  We have also informed HP to what will happen with the specific unit.   We will make sure that all of this will be taken care of. We intend to do this for every customer that comes to us with an issue with an item we sell. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me ****************** Suite 2021. They sent me a link to download the program and a Product key. The software will not load and completely configure.

  Business response

  11/07/2023

  Thinkedu strives to help every customer as quickly as possible.  We supplied this customer with a brand new link as soon as we were contacted, we also let the customer know that if they were still having issues to go to the support link of the manufacturer since, Thinkedu as a reseller, does not always have all the tech support available to help customers with specific issues with specific items.   Sometimes items will just not install correctly or will not work they way that the customer believes they should.  If this happens, we will offer the customer a refund on their order.   All of this, for this customer, happened in less than 12 hours and since he could not install to his computer, we have issued him a full refund.  

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a laptop from them in early September. It was defective when I tried to use it, so I requested to send it back. I received an RA# on September 11th for the return. I sent it back, and it was received and processed on the 18th. I was told in two different emails that it would be refunded and take about 10 business days. I waited the time, and I sent an email because I had not received the refund. They responded saying their supplier had not issued a refund to them, so I could not get the refund yet. I waited for a month. After about week 3 they stopped replying to my emails. I get on chat with them today October 18th, and it took over an hour. They kept apologizing saying they are still waiting on the supplier response. I was then told by a supervisor the process can take 1-6 weeks depending on the company and return condition. After arguing back and forth they said my emails had been responded to. I got the email while I was chatting with them about the lack of responses. They continue to refuse the refund until they have the refund from their supplier. I feel like that should not be my responsibility. The company I bought the laptop from should refund me within the time frame, and get their refund from their supplier. I have been patient, but it has been terrible customer service and time management.

  Business response

  10/23/2023

  We, at Thinkedu.com, apologized to this customer as quickly as we could and have also already processed the refund.    It is listed in our return policy that if the item returned is provided by a supplier, we have to wait until we have approval from the supplier that the item has been returned, to refund the customer.  We have never seen a response from a supplier take as long as this one has, but after speaking with the manager of the returns ***** at our supplier we were able to issue a full refund.  Thinkedu was following procedures and apologized again for the lack of movement on the part of our supplier.   The normal policy is to refund the customer within 14 days of the return.  Normally this is much sooner since we get our information back from the suppliers pretty quickly. We will strive to never have this happen again to any other customer. 

  Customer response

  10/23/2023

  I am rejecting this response because: A refund was issued after I spent an hour arguing with the customer service team. It took over a month to receive, and I was told in 2 separate emails it would only be 10 business days. I also stopped getting replies to emails. The issue should have been handled a lot sooner instead of the customers expense of time. Overall very dissatisfied with the level of customer service, and the many issues I had with this company. 

  Business response

  10/27/2023

  We, at Thinkedu.com, apologized again to this customer as quickly as we could and have also already processed their refund. We have made the corrections in our policies and are striving to make sure that does not happen again to another customer. We have also worked with our ********************* to make sure that each question is answered in manner that is timely and accurate.    We are sorry that this customer was affected by a delay from one of our suppliers and we have reached out to that supplier to change the manner of our communcation with them so that we get quicker replies.  This will mean more timely and accurate information for our customers.  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/25/23 I purchase ********* 360 and adobe through Think EDU. These were both purchases not rental or subscriptions. I went through a rigorous process of providing information about enrollment in college. They approved my eligibility AFTER I paid for the products, then never sent me the product code. I reached out and contacted them via email. They stayed and they would resend it I still never received it. Think EDU has no phone numbers it is disconnected. Shortly after that, I had moved and did not have my computer set up thinking I'll tend to this in few weeks. Once that time occurred, I reached out to the company and they told me that since I did not activate the ********* that it was now invalid.. A code that I purchased was now invalid, sprry for your inconvenience was the response I got. However my adobe would be available for download and never expire. Once, I decided to download the Adobe drivers The process took me to another verification through another company, They told me they were not Think EDU or Adobe they just did verification. And that had to be within 6 months of today. Although my verification is in 6 months and everything has been provided. It should not matter whether or not. I've been a student within the last six months. I full out purchase this through a program through my college. I do not recommend this company to anyone. It seems as if it has been a scam from the start..

  Business response

  09/14/2023

  Thinkedu aims to solve every customers issue with a postive response.  We have looked back at this customer's order # *******.  It was placed on 04/25/2023.  The items purchased were **************** 2021(not 365) and Adobe Acrobat.   The items were shipped to the customer via email on 04/27/2023 once we had the customer's academic verification.   This order was not marked paid, nor are any of our orders, until the day that the items are sent to the customer via email or physically shipped.   They were sent to the following email address: ****************** on 04/27/2023.  All our of downloadable products have a time frame on when they need to installed by.  Each one has that information listed within the product information on our website.  This customer did not reach out to us for help with any of these items until 08/01/2023.  At that time, we did acknowledge that the ********* product had expired.  It is part of contract with the supplier of this product that it has to be installed within 30 days of purchase.  We apologized to the customer, but explained what was written on her order.   Thinkedu is a reseller and we have contracts with supplier and rules that we follow, just like corresponding companies.  The Adobe product did need further verification, because that is part of the process with Adobe.   We have since apologized to this customer and given her a full refund.   Thinkedu strives to make sure that the customer understands what is required to purchase the product we sell.   

• Initial Complaint

  08/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I orders a laptop and sleeve on 08/18/2023. The total price was $459.80 and taken out of my account on 08/22/2023. The order status on the web site says In Process. When I reached out today on 08/24/2023 to get a more details status update I was told the computer that you purchased is sold out. The laptop sleeve has already shipped from the supplier. I did receive the sleeve today but there is no return shipping label. When I tried to find a phone number to call for the company the numbers says its not in service. I sent another message asking them why they charged my card it the laptop is not in stock but they have not responded. I want a full refund and a return shipping label because I have no use for the laptop sleeve since they didn't ship the laptop. This is time sensitive due to I needed the laptop for school that started last week. Without the refund I can't afford to buy another laptop

  Business response

  08/31/2023

  Thinkedu strives to make sure that each and every customer is contacting promptly if there is an issue with the customers order.  Customer placed this order on 08/18/2023. We were contacted by our supplier on 08/24/2023 that the item was sold out and that we were not getting any more instock.  We immediately contacted the customer about this situation, canceled the order and gave the customer a full refund. Because the item came with a free sleeve, we did not issue her a return label and let her know that she could keep this item, it did not have to be returned. We have since contacted the customer to send her a return label to get the sleeve back since she is now stating that she does not want or need this item.  We aim to solve everything as quickly as we can and also be in contact with customers before there may be an issue.   

  Customer response

  09/01/2023

  I am rejecting this response because:   first they made it seem in the email that I had to return the sleeve. I had sent a message on their website asking for a return label on 08/24/23 because I wanted to return it ASAP so it wouldn't effect my refund and they never sent a return label. I ended up having to go to *** on Sunday 8/27/23 and pay out of pocket $16.03 to return it. I sent it back to the address it was shipped from on the box and packing label:

   

  ThinkEDU LCC

  1180 W Remington BVLD

  ********** ** 60446-6503

  Tracking# 1ZRA11360351414935

  it was received 08/30/23 per *** tracking.

   

  Now on 08/31/23 (a week later) they send a return label that has a ** address. I want to ensure they do not attempt to charge me if this wasn't returned the correct address. I would liked to reimbursed for the shipping I paid since they waited a week to send me a return label.

   

  Business response

  09/01/2023

  Thinkedu is striving to make sure that each customer is handled with respect and attention.  We would like to thank this customer for letting us know that they sent the item back to the supplier. Getting this message through BBB was very helpful, since we have not heard from the customer since 08/24/2023, when we emailed her about her full refund.  We were not informed at all about this and have take the steps to make sure that the customer has been repaid for the cost of shipping the product back.  We did in fact send her a return label if she wanted to return the product.   We di, in that email, offer for her to keep the item.   We do not take any situation lightly and strive to make sure that each complaint and problem is solved correctly.  

  Customer response

  09/01/2023

  I have reviewed the business response and accept this resolution. They have reimbursed me for the shipping cost. Thank you for making things right.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I kept receiving emails from ThinkEDU, which promoted **************** 2021 at a hefty student discount. Thinking the offer was legitimate, I ordered a copy and found I was unable to use the activation key. After speaking to a customer service representative at ********** I discovered that I was sold a used key. The representative also told me that users are not actually required to use product activation keys within 14 days, which condradicts what I was told by ThinkEDU. Additionally, the representative informed me that ThinkEDU is not affiliated with ********** and that the listed original price of the product was incorrect. ThinkEDU may claim the product and insurance are non-refundable, but given the fraudulent nature of the transaction I consider it null and void.

  Business response

  07/24/2023

  Thinkedu strives to help every customer that has issues.  **************************, placed her order # ******* on 07/20/2023.  It was sent to her via email on the very same day.   She contacted us via email on 07/21/2023 with her issue of a used key code.   As as a reseller, we get this product from a supplier, so we contacted our supplier to let them know that the key had been used.  We offered to get her a new key code, but she declined this, so we processed her a full refund on 07/24/2023 as soon as we received her response that she just really wanted a refund.  Our items state instructions for the customers and refund policies per what we are given by our suppliers since we are licensed reseller for some products.  We apologized to the customer for this confusion when we let her know that her refund had been processed.   
  

  Customer response

  07/24/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order Microsoft Office 2019 For Windows or Mac (Order #XXXXXX) with a Extended Access Guarantee (24 Months) from thinkEDU.com shipped on 3/19/2021. It wouldn't install when I got it and I followed all the instructions. The link always took me straight to the Microsoft site which asked for my microsoft account and the only option was to install 365. It looked nothing like the instructions they gave me. I tried installing it again today and it still didn't work. It took me to the same place and only gave me the choice to install 365 Office. Seeing that I had a 2 year access guarantee, I would have been able to get at it now.

  Business response

  01/09/2023

  Business Response /* (1000, 5, 2022/10/28) */ Contact Name and Title: **** ***** Cust Serv Supr Contact Email: **********@thinkedu.com Thinkedu strives to help every customer that has issues. We have contacted Ms ********* *** via email to let her know that the product she is trying to install has been discontinued by the manufacturer. Once this happens with a downloadable product, all download links no longer work. We have apologized and offered to help her find a product that she can install now. She purchased this product on 03/19/2021 and it was discontinued in June of 2021 and no longer supported in October of that same year. It has been a year since that.We are sorry that this product was not installed in a timely manner. This product has been replaced with 2 options and we have given those options to the customer. Thinkedu cannot replace this item for free, but we will be there to help her make the correct decision and find what is right for her.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a TI-84 Plus CE Python calculator on 8/30/22 and received an unordered TI-84 Plus CE (without Python) on 9/1/22. I immediately notify ThinkEDU about the mistake. They generate a Return Material Authorization (RMA) with the distributor, but will not ship the correct item. Instead the ask me to place another order and assure me that the ordered product was the correct URL. I order a second TI-84 Plus CE Python on 9/7/22, which again arrives as a non-Python version on 9/10/22. After clicking on the link they provided me about the Python version, all references to Python were scrubbed on the listing. Still unable to find any other retailers with the product in stock, I noticed that ThinkEDU has a new SKU for the Python version, but in black color instead on teal. I place a third order on 9/11/22 and inform them of the second one also being wrong. On 9/14/22, I received another wrong item. I reached out to them asking for refund of the three orders. Seeking refunds as the received items were unordered and sending along the link to the FTC website ( https://consumer.ftc.gov/articles/what-do-if-youre-billed-things-you-never-got-or-you-get-unordered-products ) explaining that unordered items can be treated as free gifts. ThinkEDU refuses to follow FTC guidance even after sharing these two additional links about the FTC unordered items: https://www.ftc.gov/enforcement/penalty-offenses/unorderedmerchandise https://www.ftc.gov/system/files/ftc_gov/pdf/Unordered-Merchandise.pdf A complaint was submitted to the FTC as they basically stated that they roll the dice and take the chance that credit card companies will side with them.

  Business response

  12/20/2022

  Business Response /* (1000, 6, 2022/10/11) */ This customer has placed 3 orders for the same type of item. He placed order #XXXXXX on 08/30 and contacted us on 09/02 to tell us that the item received was the incorrect item. We worked with our supplier to get him and RMA and return label so that he could return this product. On 09/07, before we could send him the return information for the first order, he placed order # XXXXXX for the same item as the first and on 09/11 he placed his third order for a different sku, but same type of item. He had not received the 2nd order at that time. He did not contact us until 09/14 for the return of the 2nd order and contacted us again on 09/15 for the return of the 3rd item. We have issued RMA"s and return label for all 3 orders and will refund this customer once these items have been returned. We are working with the payment company to make sure things are done as quickly as possible. Thinkedu strives to make sure that all returns are handled quickly and completely.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  What a horrible, horrible experience. I spent $160 on an Adobe product. Then, the screen read "congrats, you do not need to verify anything." I assumed that this meant that I did not need to verify anything. Then after 2 hours of not receiving the Adobe product that I purchased, I reached out to customer support. They informed me that I actually DID need to provide a student ID. Oops. Strike 1. So, I did. Emailed it over. Then when nobody followed up (and still did not receive the product that I had purchased) I reach out to support, this time on chat. The chat customer service person said that it could take up to 72 hours to receive my software. Great service guys, well done. Great business. So then obviously I told her to cancel my order. Then, the order shipped anyway, and now I owe them $160 for software that I no longer want. What a scam.

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/09/20) */ Thinkedu sends all information needed to each customer that places an order via email If that product is a downloadable product. With this case the customer was expecting his product immediately. None of the products that Thinkedu sells are immediate downloads. This customer was sent an email with two attachments, one that had the download link and product key for the product and the other with the instructions on how to get the serial number directly from the manufacturer, since they will not supply it to us. Thinkedu makes sure that each email is responded to within 24 hours of receipt. During this time though, the download link could take anywhere from 24 to 72 hours to be received depending on how busy the suppliers may be. All this was explained to the customer and since he was not happy with that solution, he requested that his order be refunded. We have done that very willingly and all has been taken care of.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩