I am extremely disappointed in my…
I am extremely disappointed in my recent experience with Abeka customer service. I accidentally ordered two curriculum items that I already owned from a previous year. The items are unopened and unused. I immediately reached out to Abeka to return them and spent over an hour communicating with customer service representatives. The issue was not that I didn’t understand the return policy. The issue was that I was told by multiple Abeka representatives that the 10% restocking fee would be waived due to the circumstances. I confirmed this information before ending the conversation, and I later spoke with a representative by phone who reviewed the situation and also told me the fee would be waived after speaking with a supervisor. After I believed the issue was resolved, I was contacted again and told that the decision was being reversed because the representatives were not fully aware of the situation. When I asked for escalation, I was met with more explanations of the policy rather than accountability for the conflicting information I had been given. What has been most disappointing is not the fee itself—it is the lack of empathy, consistency, and respect shown throughout this process. I made an honest mistake, communicated openly, and tried to resolve it appropriately. Instead, I felt dismissed and as though my concerns were not being heard. I have always expected a company that serves families and educators to value grace, integrity, and good customer service. Unfortunately, my experience with Abeka has left me deeply disappointed.
By kim C.