Customer Care
Self-Service Customer Service via 'Steak 'n Beans'
Sarah was nine years old when her parents took her to an unusual restaurant called Steak 'n Beans.
"The restaurant only served three things: steak, beans and garlic bread. The steak was cooked one way: medium rare. Drinks were water, milk, coffee and tea. (Soda hadn’t reach the popularity it has today.) We waited in line to get into the restaurant. Once inside we stood in a second line to order our steak and beans. The order was taken by a man standing behind a window roughly cut out of the wall in the kitchen. He gave my dad a paper with a number written on it. Turning around, I noticed that each of the tables were numbered. We were assigned table 10. They didn’t have chairs, they had picnic tables and benches. Before our family of six were fully settled, our number was called. 'Number 10, come an’ get it.’ My parents thought the restaurant was great. Back then self-service was novel.
"When I was young, gas stations had three men run out to service the car when my dad drove in: one to fill the tank, one to wash the windshield and one to check under the hood. Today, we have self-service pumps. We call it progress."
We realized that taking phone orders, mail orders, fax orders, email orders, rush orders, and so forth) could eventually slow down the progress of our real business, which is writing. We have more than 10 books to write and release. On top of that, each English book and corresponding web site will be translated into 34 languages. For an efficiency purposes, we’ve adopted our own version of "Steak 'n Beans" and the self-service pump. Ours is now a Self-Service Book Store.
Ordering
You process your own order, just as you do to pump your gas. Using our shopping cart, you will enter your information. We can not misunderstand your name, address, credit card number, etc., because you entered it. Our shipping labels are automated to print what you have entered.
Only Visa & Master Card: Debit or Credit
Our web site has a secure shopping cart. It takes either a Master Card or Visa credit/debit card to process your order. Prior to placing your order, you will be able to view your total, including shipping charges. California residents are charged California State Sales Tax. When you’re done, meaning once your credit or debt card has been approved, we receive an email giving the details of your order. You’ll receive a confirmation of your order at the email address you submitted.
We are not set up to receive mail orders, checks of any kind, money orders, faxed orders or phone orders. If you mistakenly send a check or money order, we will shred it immediately for your protection. DO NOT SEND CASH!!! We are not set up to receive it and you will have no confirmation of your order.
Our Self-Service Store can not give delivery estimates or status reports. The Federal Trade Commission says any estimate we give regarding when a book will arrive becomes a guarantee and a law violation if not met. Your order will have gone through the shipping process within minutes of being placed. In our experience, about 99% of all orders (that are not three weeks overdue) are delivered without error. If it’s been three weeks and you have not received your order, please contact Customer Care at care@pacificnutrition.us or 1+949-388-3507. We will be happy to investigate. We want you to have your book!
The vast majority of problems are cause when the wrong delivery address was typed in. Since we are automated based upon what our customer typed, wrong delivery address is a customer error. When we get books back marked, undeliverable as addresses, no here, no mail receptacle, forwarding order expired, no such address, and so forth, it’s been returned because of a bad address.
In case of error and your book is returned to us, you will be contacted via email (or you can notify us in three weeks at care@pacificnutrition.us or 1-949-388-3507. There will be a second charge for re-shipment of your order.
Refunds:
- Charge in error is almost impossible for us to do as it’s an automated system and you will have processed your own order. However, in the event you are charged in error, we will refund the erroneous charge to your card.
- If you receive a physically defective book, we will send you a replacement once you have returned the defective one to us. During your call, we will assign a Return Number. In the case of a defective book, we will pay for re-shipment. We do not accept unauthorized returns. Unauthorized returns will be denied and returned to your address.
- All sales are final; no cancellations are allowed. If you are in doubt, do not order the book.
- When an order is processed, it goes out the door in a matter of minutes.
- We are sorry to say that some people try to use bookstore such as ours as a free lending library. (A chain book stores will allow limited returns within 30 days, but only if the appears unread. Reading the book makes it appear used. Even chain book stores will not take it back. We are not a chain book store.)
- Our books and service have a greater purpose. See About Authors & Our Mission. Our books are priced by content. Before we ever published a single book, we decided that each of our books would not contain filler or fluff. We’ll not add another 80 to 180 pages of unrelated material to make the book "look" more worth the asking price. The value of all our books is in the content.
There are no volume discounts.
About offers to improve our web site in return for books. Thank you for the offer, but we do like the site the way it is.