The Great Courses | Complaints | Better Business Bureau® Profile

Greetings BBB and Consumer:

Thank you for the opportunity to respond to this consumer's complaint, which essentially claims we are not honoring our sanctification guarantee. After reviewing the matter, we provide the below response.

When an order is place, whether online or over the phone, the order will go through multiple steps. The order update in our system as an open order, then progress to picked/pending, to shipped. Our delivery standard is all that all orders placed before 2pm will ship the same day. Orders placed after 2pm or on the weekend, will ship the next business day in the morning. Due to this high standard of delivery, there is a small window to change an order once the order is entered into our database. 

After reviewing the consumer's order, our records indicate the order was placed on the website on Saturday, 1/24/21 at 12:00 a.m. By the time the consumer called the order was in a status where the agent could not cancel/amend the order. Our Satisfaction Guarantee is very generous. We offer a full refund up to a year after the purchase once the product is returned. We do not have return labels so the consumer will need to pay return shipping; however we do return the shipping the customer paid on the initial order.

We do our best to provide a clear picture of the content and the professor before a purchase is made. We provide a detail description of the course and lectures on the website. We provide a trailer on the website alongside the descriptions in the catalog mailed to consumer's. We understand that we may not meet the needs of all consumers as a result we uphold and gladly honor our Satisfaction Guarantee. We have reviewed the consumer's order and the charge is currently being disputed with their bank. At this time, the refund is being handled by their bank as a chargeback.

We pride ourselves on providing
excellent customer service. We’re sorry this was not the customer’s experience. We hope the BBB and the customer finds our response and action clear, fair and
helpful.