ComplaintsforScribendi Inc.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************************** ***********

  

  Business response

  11/04/2024

  Hello ***************************, 

  Thank you for reporting an issue with the services you received. Unfortunately, we are unable to locate you as a customer within our system as there are no orders placed under the name "***************************." There are also no clients in our system associated with the email address you had provided to the BBB. Do you happen to have an order number you are able to provide me with, or a valid email address and name that you used to register your account with **********************? Without an order number, valid name, or valid email address, we are unable to look into this matter for you and provide the necessary resolution. Once this information has been provided, I will be able to investigate the root of this issue and provide the appropriate solution. 

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On three occasions, I had requested academic editing services from editors on Scribendi. In multiple cases, the editing services were subpar and did not deliver on their promises for academic editing. For example, in the most recent editing service the structure for the journal was not even adhered to. I had to manually edit the manuscript before submitting the paper. In short, I paid $211.3 to have to do the work myself. I tried to reach out to them, but they kept giving vague responses. They still haven't responded to my last email about not editing the manuscript to conform with the structure required by the journal.

  

  Business response

  26/06/2023

  Hello, 

  Thank you for bringing forward your concerns with your two orders. Both orders have been investigated thoroughly by our quality department. Despite passing the internal Scribendi quality standards, we provided an additional complimentary review of both documents to ensure that the complaints made in both cases were accurately addressed. We apologize for any inconvenience this situation has caused you, and wish you the best of luck with your future projects.

  

  Business response

  29/06/2023

  Hello, 

  Thank you for your reply. In regards to your first order, while Scribendi AI is helpful for the light proofing of grammatical errors, it is in no way a replacement for a real, human editor. Though Scribendi AI is an excellent tool for authors, it does not have the ability to pick up on subtle nuances and contextual language variances as a human editor would. Our Quality department thoroughly investigated your order, and it did pass our internal quality standards. We provided an additional review of your document free of charge in order that you would be fully satisfied with the services provided, despite the original work already exceeding our internal quality standards. 

  In regards to your second complaint, we did provide a complimentary review of your document, despite your order also exceeding our internal quality standards when investigated by our Quality department. Please note that one of our Customer Relationship Specialists reached out to you via email on June 1, 2023 at 5:05 pm EST to let you know that your newly revised files were ready for download. You did not reply to this email. These documents are available for you to download in your client portal. If for any reason you are unable to download these files, please reach out to our Customer Service team by telephone ((519) 351-1626) or email (customerservice@scribendi.com) as they would be more than happy to assist you. 

  Thank you. 

  Customer response

  29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because their quality checks are as per their standards and not the client's expectation from their advertising. As mentioned in my earlier messages, the edited file had issues that I had to remediate on my own (which were correctly pointed out by their AI tool). Also, the 1st of June file was not sent to me. In fact, I did not receive a response to my last email where I had asked them about the structure of the journal missing in the edited file. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  30/06/2023

  Hello, 

  Thank you for your reply. We have reached out to you again through email to provide you with instructions regarding how to download your revised files completed on June 1, 2023. We have also provided you with a partial refund for this order as an apology for any inconvenience this misunderstanding has caused you. 

  Thank you and best of luck with your future endeavors. 

  Customer response

  05/07/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

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