Complaints

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB, In a 2000-character nutshell. Before buying a book I wanted to confirm it was the original 1957 book Copyrighted by ** ****** Book Co.; not the illegal reprint. See PDF1. I placed the order on Feb 14 for $43 with shipping calculated as per my local address. See PDF2. Then PCP wanted $14 more for shipping, so I also paid that. Please see emails in PDF3. And I requested PCP a new invoice with the additional $14. PCP said they had sent it already on Feb 15, but that was the old invoice of $43. See PDFs4-5. Around a month after, not having received the book nor the new invoice, I asked PCP for help. PCP cruelly told me to “talk to my people” and disregarded again my request for the invoice fixed. See PDF6. So I disputed the $14 refund with ****** for what seemed to be fraudulent shipping fees, and the $43 refund since I had to go on a long battle with local carrier for the lost package when as per ********* ****** ***** rules the claim for lost package HAS to start with SENDER. Please see PDF7. NOTICE PCP DIDNT EARLY MAKE THESE REFUNDS; THEY WERE ****** DISPUTES. See PDF8. By Apr 15 I had been able to find my book despite PCP´s negligence, and I advised PCP that I would repay only the $43 as per original bill as proof for add shipping was absent. PCP remade the $14 refund twice for no reason so I returned them. I asked PCP for an apology for their bad service instead of complaining with BBB, and I repaid the $43 on May 15. See PDF9. PCP replied with insults calling me an inept and said issue was package needed customs taxes paid. I explained to PCP issue was not taxes payments, but that PCP MISSPELLED MY ADDRESS. See PDF10. Working on this case I found a label for shipping paid of $36,6, not $37, so PCP was charging me more= robbery/fraud. I paid to PCP the $13,60 so not to take justice by my hands, and once again I asked them to apologize to me for their awful service instead of me complaining to the BBB, but they never apologized. See PDF11.

  Business response

  09/19/2023

  The customer’s statement of a desired settlement includes the following five points: 1) "Investigate and penalize PCP for reprinting catholic books without copyright permissions and for profit.;"                The allegation made here is untrue: We do not reprint copyrighted material without permission.  As for publishing “for profit,” we are a not-for-profit corporation incorporated in the State of New York in 1988.  The customer has no justification for accusing us of working illegally or doing anything unethical. 2) "Receive a full refund for the total shipping paid of $36,60, due to their negligence and being responsible in having the package lost;"                The package was delayed in reaching the customer in the ********* postal system, but eventually it was received by the customer and therefore it was not lost as the customer states. 3) "and for their cynical, insulting, mediocre, awful and fraudulent service as demonstrated in the problem description and PDFs attached.;"                The PDFs provided by the customer contain these accusations of “cynical, mediocre, awful and fraudulent service,” but they are not “demonstrated” in those documents as the customer states.  These personal judgments of the customer are unfounded. 4) "Make PCP send me the corrected/updated invoice,"                We can send the customer once again the invoice for the order, but this will not resolve the allegations made by him in points 1-3 above. 5) "and an apology for all that they did wrong, their insults, and all that they should have done right but they didn´t."                His request for an apology for all that we “did wrong,” our “insults,” and all that we “should have done right” amounts to apologizing but without knowing what we would be apologizing for.  After he initially reported that he had not received his order, we refunded his money.  We did everything possible to accommodate and satisfy him, as any reputable organization would do, even when it meant a financial loss for us when we refunded him not only for the book he ordered, but also for the shipping costs that we incurred.  We simply cannot grasp the meaning of his concluding statement about “all that they should have done right but they didn´t.”  We did everything we could reasonably do to resolve the problem when the ********* postal system delayed the delivery of his package. 

  Customer response

  09/20/2023

  Illegal printing for profit. Yes indeed. They have not proved to have permission from the copyright owner to reprint, edit, and SELL a catholic book. That is illegal profit. Please see attached. PCP DIT NOT GAVE ME A REFUND FOR SHIPPING, I disputed those charges with ****** (as proven with original PDFs attached) when the book was lost and PCP refused to start a lost item complain when they SHOULD HAVE DONE IT according to ********* Postal Union rules. IFPCP WANTS TO BOAST SAYING THAT THEY GAVE ME A REFUND, WHICH IS A HUGE LIE, THEN NOW THEY HAVE THE REQUEST FROM ME TO DO IT SINCE I PAID ALL THE MONEY THEY REQUESTED SO NOT TO TAKE JUSTICE BY MY HAND BACK THEN, EVEN WHEN THEY WERE STEALING MONEY FROM ME CHARGING ME MORE THAT WHAT THEY PAID FOR THE SHIPPING: $36.60. Also not reading the customer´s messages attentively to reply accordingly or not replying at all. Even with this BBB complain they didn´t even care reading ti carefully. I NEVER SAID THE BOOK WAS PERMANENTLY LOST. Calling me the customer and the local and respectful mail carrier here names an insults as shown in attached files, is a huge concern in customer service. It demonstrate how the PCP CANNOT CARE LESS, adding the fact that PCP refused to take part in a postal follow up process when they SHOULD HAVE DONE IT. All this meant to me a HUGE AMOUNT of stress for weeks and weeks, A HUGE AMOUNT OF TIME LOST, talking to mi local postal carrier FOR HOURS in many many phone calls, trying to figure out something with them to find my book, when the process required that THE SENDER MAKE CONTACT with **** in USA but PCP REFUSED TO. AND WHEN THE HAD MISSPELLED MY ADDRESS !!!!!!!!!!! CHARGING MORE MONEY IS ROBBERY. $37 DOLLARS IS NOT $36,60. IN COLOMBIA I CAN BUY PRODUCE TO MAKE LUNCH WITH $0,40. HOW THEY DARE TO STEAL FROM ME? THAT IS ILLEGAL!! ROBBERY IS A CRIME!! AND NOT PROVIDING AND ACCURATE BILL of all of the moneys paid IT IS ALSO ILLEGAL AND PROHIBITED BY US LAW. SO: Printing and adulterating a book without copyright permission and with an indisputable monetary gain (please see attached). (the contrary has not been proven). Refusing to comply with their business duties when it comes to international shipping claim procedures. Stealing from the customer charging more moneys for no reason. refusing to provide an accurate bill of moneys paid. insulting the customer when I was only asking for help and for what I had the right to. And on top of all, pretending to be innocent even refusing to give an apology when an apology would had been enough for me months ago as proven in original PDFs attahced. Not anymore. Therefore, I am requesting a refund of the SECOND TOTAL I paid for shipping of $36.60 for all mentioned before that amounts to a cynical, awful, disrespectful, fraudulent, negligent service and operation, also so they can really boast saying that THEY gave me a refund that up to this point THEY HAVE NEVER DONE IT, AND ACCORDING TO THEIR RESPONSE THEY SEEM TO BE REFUSING. I AM REQUESTING A REFUND FOR THE $36.60 TO MAKE IT UP FOR THEIR RIDICULOUS PROCESSES AND SERVICES.  Regards,  ***** *****

  Customer response

  09/27/2023

  The refund amount I am requesting is $36.60 USD. Brief summary of events and reasons for requesting this refund amount: Part 1/4 - February 2023 - PAYMENTS: - I first paid $43 (Book $20 + shipping $23) according to PCP website´s total. Feb. 14, 2023. PDF2. - Then I paid the additional $14 PCP requested for shipping. Feb. 14, 2023. PDF3. Part 2/4 – March 2023 - REFUNDS: - PCP never gave me an updated invoice with the additional $14 paid, even less were they going to give me any kind of refund proactively, so ****** refunded me those $14.  March 11, 2023. PDF4, PDF5. PDF8. - And because the book was lost and PCP didn’t help when they should have, and even less were they going to give me any kind of refund proactively either for the book, ****** refunded me also the $43. March 28, 2023. PDF6, PDF7. PDF8.  Part 3/4 – May and August 2023 – NEW PAYMENTS: - After many weeks, and without any PCP´s help, I was able to recover my book, so I paid them back the $43. May 15, 2023. PDF9. - And, preparing this complain I found a price tag in the **** packaging for $36,60. So the additional amount that PCP paid for shipping was $13,60 not $14, this shows they were robbing me of $0.40. However, I paid to them those $13,60. August 31, 2023. PDF11. Part 4/4 – REFUND REQUEST: I am requesting the refund for the total I paid for shipping which is $36,60 ($23+$13,60): - Due to the despicable PCP service and their complete disregard for the customer by which they even wanted to steal money from me. (PDFs 1 to 11). - Because PCP wants to boast so much saying they gave me a refund when it was actually ****** not them proactively, and when I repaid everything back to them out of the holly virtue of honesty and because I didn´t wanted to take justice by my hands. - Because the only thing they did they did it wrong, which was to take the book to the **** office and my delivery address was misspelled. - Because PCP misspelled my address and didn´t wanted to help me when the package was lost and they should have helped me, and this only suggests they did it all on purpose. - Because they did not comply with legal duties such as to provide an accurate bill for monies paid in a business transaction. - Because they are not even capable of setting up their website with accurate shipping values according to the country of delivery. - Because all PCP does is painfully and wrongfully done, and surprisingly only to customer´s disadvantage. Not to mention the rudeness in their emails. - And they still are so bold as to say they don´t see a reason to Apologize. Their Modus Operandi (or MO, as it is used for criminals) is really an insult to customer service as such, and to civilian victims. PD: Please let me know through which entity in the United States should I take legal actions against this company for their illegal activities. Thank you BBB.

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