stressful experience

Dear LexisNexis, Firstly, the website for online orders is not functioning properly. I had to place my order manually, which was inconvenient. Secondly, the call centre menu is not very clear or specific with its call options, which makes navigation difficult. Thirdly, your customer service team appears to be overwhelmed. Please consider adding more staff or implementing alternative solutions to improve the response time. I submitted my request 7–10 days ago, and it was only attended to this week. When I followed up with the administrator, I was told there is a high volume of orders. With respect, this should not be the customer’s problem. I struggled to make the order for the e-book. There are no instructions provided regarding the whole online process and the fact that you have to get through the third party to have access to the e-book. When I spoke to an agent today she said 'well that's how our process is and it is not only applicable to you but all student' I actually found this statement very condescending and inconsiderate.