Complaint: [redacted] I am rejecting this response because: The code sent was defectiveThe replacement code arrived days after classes had started I could not wait for their replacement code and told them that I could not at the very beginning of this issue Sincerely, [redacted] ***
Customer chose our FREE Economy shipping method for her order which is 3-business days for delivery, she placed her order on 8/and it was shipped out on 8/ [redacted] the customer called in on 8/to complain that she had not received her package yetWe attempted to explain to her that the item is going [redacted] and can take 3-business days therefore the 21st was the 6th business day and she was still within the allotted time frameCustomer was demanding we send out the item again going [redacted] which is unacceptable as our company did not make any errors, the customer chose the cheapest and slowest shipping and decided to buy their books last minute, our company is not responsible for thatOnce a package leaves our warehouse it is the student's responsibility to track it's progress and if they see any issues they should contact [redacted] with their tracking number so that they can intercept it or pick it up at the post office if possibleWhen she called in again on the 29th [redacted] spoke with her and initiated a replacement order for her since it was well past the due date of arrival, if we see that a package has not arrived on time we initiate a replacement immediatelyThe book is on order however it is now on backorder with the publisher and is awaiting arrival to our warehouse, we no longer had stock on the item therefore could not send it out immediatelyUnfortunately these things do happen, [redacted] does lose packages and we can only do so much to rectify the situationI have gone ahead and cancelled the replacement order and issued a full credit on the original order it should go back onto her financial aid in 2-daysHad the student contacted us back we would have done the refund over the phone for her rather than contacting the Revdex.com We had to inform the Account Manager for her school of her belligerent attitude and use of foul language when she called into our customer service department and they needed to contact the school regarding her behaviorMy email to her was in response to the representatives complaints and the recorded call that we had of her talking to our representatives unfortunately those are the emails I dislike sending the mostMy staff handled themselves very well considering how they were treated and now that this student has been refunded the issue should be overWe are new to working with her school and some students have not gotten the hang of online shopping for textbooks we understand the frustration but we do not condone the behavior that was displayed by this young ladyThank you August 21st Hello, Thank you for contacting [redacted] customer serviceIt has come to my attention that you called into our customer service line upset that your book has not arrived yet Upon investigation of your order I show that you placed your order on 8/at 2:48pm EST and it was confirmed 8/at 3:03pm ESTThe shipping method you chose on this order was Economy [redacted] which has an estimated ship time of 3-business days via ***At checkout you are given an estimated date range of when the item may arrive, we specially say the ship time is estimated because we cannot guarantee a specific date as we are not the ones delivering the product, [redacted] isPlease see attached screenshots of the checkout page where our estimated ship times are listed If your order has not arrived by at least the 10th day we would suggest calling us because there may be a problem with the shipment [redacted] as of now however your shipment is on track with no known issuesYou can continue to track this via ***.com In the future when calling into our customer service department we expect a specific type of decorum that does not involve cursing or yelling at our representatives, we'd hope that you would treat our employees how you would treat a professor at your collegeIf this does happen again we will be forced to inform your school of the indiscretionPlease keep in mind we record all calls T [redacted] Kind Regards, [redacted] CS Manager textbookX Team August 26th From StudentWho are you? Why are you contacting me? I was not given the right to speak with someone elsePlease under no circumstance do you think "threating" me will be toleratedIn addition, this is not a good way to contact meTherefore don't ever reach out to me on this emailYou guys have my telephone numberFirst of all what kind of customer service is this, with the rate you guys are going you will be out of business and I will be putting this tacky email on Revdex.com to show how unprofessional you guys areIt explains why I never gotten an apology you haven't even spoken with me but you felt the need to send me an emailWho is your boss or are you going to be reluctant like the previous two people I spoke with who refused to give me "management"This is the worst customer service I have ever experiencedYou really need to get some additional training because you guys suck and I did share my experience with the appropriate partiesMaybe I should start a [redacted] page to not solicit your business, matter of fact I see me doing a [redacted] *** reviewThis is horrible Also, in the event if you are wondering where you guys went wrong, no one ever apologized even it was my fault or not, and no on ever offered appropriate solutionsThe young lady advised that I purchase another book ($265.00), that would upset any person, and as you are doing you guys are continuing to blame without acknowledging that it could be confusing or trying to accommodate or reason with the customerTherefore this is poor service, I am so glad that I had this experience because I will never spend another dime here and will be speaking with the Board of Directors, because they need to end their contract with you guysIt terrible and you are so uneducated you thought it would be "wise" to confirm how unprofessional you guys are by sending this email from "management" You send me a random email and don't even take the time to disclose who you are, who trained you guys? What kind of management is this? Then you take the time to threatened me, so is that your way of saying don't report us, because I am and matter of fact I had forgotten about it, this email is a reminder of how important this topic is and needs to be escalated Thanks for the lack of "customer service", never ever again...horrible service P.SIf you continue to work with the public, sharpen your skills as the customer service for this company is dull and dry Lack of Customer Service will take you out of business, I have shared with people yesterday and provided other companies they should utilizeI could actually forward you an email from [redacted] on how professional they are, I ordered books from them and they messed my order up twice, they offered reasonable solutions and I spent more money, but due to great customer service skills, I felt like they were worth itThey followed up and even when the gentlemen couldn't help me and gotten someone else, not management but another co-workerHow about that my book is still coming late and I spent more money but because of the customer service I referred themI understand business but right now I feel like I'm being robbed, you guys don't deserve my $that's what I'm trying to get you guys to understandQuite ironically this happened the same day I contacted you guys, maybe you should figure out what they are doing that you are notOne things for certain they are making money and you guys will be going out of business if the customer service doesn't take a radical transformation Sincerely, I require great customer service! [redacted] August 27th Hello, Thank you for contacting [redacted] customer service [redacted] I am the Customer Service Manager and was informed by my customer service representatives of the incident involving your callAfter listening to the recorded messages we felt it was necessary to email you regarding what had happened, we've also forwarded on the recorded call and this email to the Account Manager for your college so that they can take the appropriate steps in notifying whatever party necessaryBoth representatives gave you the information that you asked for and a Manager contacted you with the information you asked for, the email that we are provided is the one that is on your order which is the [redacted] email address, that is the one we will always contact you on We are very happy to be working with your school and to have saved students $300,already in one month however we cannot do it alone, it takes a very large team and teamwork between us, the school and the students to accomplish thisWe look forward to a very long partnership and one that will save you as well as your classmates significant amounts of money, after all that is what we are here forIf you need anything further please do not hesitate to ask, but as I said in the future please be aware of how you treat the customer service representatives who are trying to assist you we will not tolerate yelling, cursing or otherwise belligerent behavior [redacted] is your one-stop-shop for New, Used, eBook, and Rentals Kind Regards, [redacted] CS Manager textbookX Team
The recording never played and I have called numerous times where the suggested recording never played and I even called back after I filed the complaint and it doesn't have the suggested recordingI noticed this on several callsWhat is written is not true at all Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:You're [redacted] heart is too little too late You're finally doing the right thing because the judge is watching You're more sorry you got caught than you are sorry that your customer service model is flawed I worked through your chain of command and everyone is velcroed to your rule book Why is no one allowed to listen, to think, to act reasonably and independently? If the parent company, Akademos, really wanted to hear from customers with problems, then your phone number would be on your webpage Nope, you just looped me (and all the others) right back to TextBookX I would have to be a business to get through to your headquarters It hasn't occurred to you how much time I've wasted or that I paid $postage and insurance out of my pocket for your mistake Your late apology fails to restore me to whole.I will not accept your apology I'm going through with my complaint to the IGs You need to be on record for scamming poor students You'll have nothing to worry about if I'm the only one, but if this is a pattern, then I'm the next addition to your [redacted] file.Do the right thing AT THE BEGINNING Sincerely, [redacted] ***
I am rejecting this response because: I totally understand that you place a note when the books are in back orderI also understand that you notify the schoolAgain, At the time I placed my order there was no messages or notes notifying about a back orderAs for you guys notifying the school, let me remind you that you are doing bussiness with me and my money, not with the schoolI am the one who should of been notified and you did notI received the book way over a month after I placed my orderWith that said and based on the fact that all I wanted was to receive my book I can tell you that I dont need any more answers or responses to my emails Thank you, [redacted]
Dear Revdex.com, I do understand that this agreement was done between this company and the school that I go toMy complaint is that this company did not explicit explain to me that this transaction would take more than five weeks to resolveI had to drop this class because I do not have the book and all my assignments for this class were all lateAt the same time I already lost $600, the cost of this class, because I do not have a book I will accept this complaint as settle until I get my money backIf it takes a whole year for me to get the book then this company will have to wait, just like they are making me wait for this book Sincerely, [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Hello, We've spoken with [redacted] a few times and have asked her each time to provide the correct banking information so that we can send a direct deposit (ACH) to her account which she chose as her form of paymentWe attempted to pay her on 1/22/and was notified by her bank on 1/that the payment was rejected [redacted] was sent an email alerting her to this and that she needed to check and update her info, she informed us on 2/12/that she had done this we then again attempted to pay her and received yet another rejection by her bank on 2/19/Sellers only have two choices for payment which they agree to upon becoming a seller they can either receive a direct deposit or store credit we do not issue paper checks to sellers or customers [redacted] must contact her bank, [redacted] and actually speak to a Manager and go over the routing and account number she provided to ensure it is correct and find out why the bank is rejecting our paymentsShe can switch the payment to store credit and we can pay her immediately but we will not issue paper checksAll of this information can be found at the link below, this is also what [redacted] read before she agreed to our terms [redacted] SELLER PAYMENT OPTIONS As a Seller, you have two options to choose from to determine how you are paid for your marketplace salesYou may change your preferred method at any time in Your Account screen, and any pending payments will be adjusted to reflect your new choiceAlthough the final pay-out dates vary according to the method you choose, all payment methods are initiated on the same schedule, as laid out in the next sectionStore Credit.The fastest and most valuable method for Sellers is the store credit optionChoose this method and you'll receive your total account balance plus 5%, issued in the form of a store credit code for use on any future purchase or purchases on TextbookX.comThis gift certificate will continue to increase and decrease in value as you make additional sales and purchasesDirect Deposit.You may also choose to have your payment directly deposited into a valid checking or savings accountIf you choose this option, you must enter a valid routing and account number, which can both be found on any personal check or deposit ticket, in Your Account screen, after logging inThank you, Erin CS Manager
Complaint: [redacted] I am rejecting this response because:If this is an on going issue and they knew that my bank rejected payment on Feb, 19th, why wasn't I notified of this rejection from them then? Instead they only stated through an e-mail on Feb, 12, that payment was initiatedThey simply have been brushing off the issue and have made no attempts to try and work with me or even provide good customer serviceThey have given me two options and state thats all they can doI do not want store credit with anyone that can't even provide good customer service to their customersThey had no problems taking money out of my account for the books I bought through them but it's an issue to pay me for the books that I have sold through themThe lack of customer service and lack of communication from this business is why I am rejecting this responseI have even made an attempt to ask what bank information they had on file, so that I can confirm if that was correct or not to see why it was being rejectedThey told me they do not have access to that for secruity reasons, which is understandable and that is why I asked for a paper checkI feel as if they lack good customer service and aren't even making an attempt to fix this issue Sincerely, [redacted] ***
Hello, This item was purchased in our Marketplace from a 3rd party seller who listed this book as an International EditionPlease see belowHad [redacted] followed her college bookstore procedures she should have contacted our customer service department for assistance [redacted] help and should be checking her [redacted] email address for emails from the seller and from our cs dept We also see that the seller has stated to the customer that she can return this item back for a refund however she must return the book back to the seller to receive a refund on her itemWe will continue to keep this sale on hold until the item is returned to the seller once that occurs we will issue a full refund to the customerIn the future the customer should read through the comments on the books they are buying thoroughly before making the purchase We have replied to customer mails saying that he can return the book back to us for refundCan you please pass this information again to the buyerOn Sat, Feb 6, at 12:AM, [redacted] [email protected]> wrote: Saunders Comprehensive Review for the NCLExamination Seller Condition: New/Like New Seller Comments: Brand New International edition, We Ship to PO BOX Address alsoThank you, [redacted] Team
Upon review of [redacted] accounts we show his last sale was on 1/4/it was confirmed on 1/6/however it was not Marked as Delivered by ***.com, had [redacted] contacted our customer service deptfor assistance he would know this and he would have submitted the valid tracking for this item Payments are not made to sellers until we have proof that delivery was made, this can be found in the Seller Payment Policy that he agreed to upon signing up as a sellerNo tracking was provided on this order therefore [redacted] will not be paid until he produces valid tracking show the item was deliveredAll further coorespondance should be made through our email provided under the Help link at the top of our webpage [redacted] Thank you, [redacted] ***
Hello, We've spoken with [redacted] a few times and have asked her each time to provide the correct banking information so that we can send a direct deposit (ACH) to her account which she chose as her form of paymentWe attempted to pay her on 1/22/and was notified by her bank on 1/ that the payment was rejected [redacted] was sent an email alerting her to this and that she needed to check and update her info, she informed us on 2/12/that she had done this we then again attempted to pay her and received yet another rejection by her bank on 2/19/Sellers only have two choices for payment which they agree to upon becoming a seller they can either receive a direct deposit or store credit we do not issue paper checks to sellers or customers [redacted] must contact her bank, [redacted] and actually speak to a Manager and go over the routing and account number she provided to ensure it is correct and find out why the bank is rejecting our paymentsShe can switch the payment to store credit and we can pay her immediately but we will not issue paper checksAll of this information can be found at the link below, this is also what [redacted] read before she agreed to our terms [redacted] SELLER PAYMENT OPTIONSAs a Seller, you have two options to choose from to determine how you are paid for your marketplace salesYou may change your preferred method at any time in Your Account screen, and any pending payments will be adjusted to reflect your new choiceAlthough the final pay-out dates vary according to the method you choose, all payment methods are initiated on the same schedule, as laid out in the next section.Store Credit.The fastest and most valuable method for Sellers is the store credit optionChoose this method and you'll receive your total account balance plus 5%, issued in the form of a store credit code for use on any future purchase or purchases on TextbookX.comThis gift certificate will continue to increase and decrease in value as you make additional sales and purchases.Direct Deposit.You may also choose to have your payment directly deposited into a valid checking or savings accountIf you choose this option, you must enter a valid routing and account number, which can both be found on any personal check or deposit ticket, in Your Account screen, after logging in.Thank you,ErinCS Manager
Hello, This item was purchased in our Marketplace from a 3rd party seller who listed this book as an International EditionPlease see belowHad [redacted] followed her college bookstore procedures she should have contacted our customer service department for assistance [redacted] help and should be checking her [redacted] email address for emails from the seller and from our cs dept We also see that the seller has stated to the customer that she can return this item back for a refund however she must return the book back to the seller to receive a refund on her itemWe will continue to keep this sale on hold until the item is returned to the seller once that occurs we will issue a full refund to the customerIn the future the customer should read through the comments on the books they are buying thoroughly before making the purchaseWe have replied to customer mails saying that he can return the book backto us for refundCan you please pass this information again to the buyer.On Sat, Feb 6, at 12:AM, [redacted] *[email protected]> wrote:Saunders Comprehensive Review for the NCLExaminationSeller Condition: New/Like NewSeller Comments: Brand New International edition, We Ship to PO BOX Address also.Thank you, [redacted] Team
Hello, [redacted] *** spoke with a supervisor yesterday named [redacted] and we explained to [redacted] *** that when he purchases from our Marketplace which are 3rd party sellers we cannot guarantee they will have stock and in this case the seller is the one who cancelled the order [redacted] *** was notified that same day on 1/via email to [redacted] email address that the item was cancelledWe have automated emails that go out for every issue with an order from confirmation, to shipment, to cancellation or a refundPurchasing textbooks early is what we suggest to all of our students because the less the demand for the book the less money sellers will charge and we always suggest buying used rather from us directly because the prices may be lowerWe sell our New Retail items at retail price based on what our vendors charge us to purchase the item, [redacted] students must pay tax because it is the law of [redacted] based on internet purchases and we must follow the lawWe are contracted with [redacted] to be their virtual college bookstore however students do not have to use us they can go to other competitors if they feel their price is cheaper we actually suggest looking around because we will not always be the cheapestOur company has worked with the school to accept their financial aid vouchers as payment on our site which no other online retailer does, we do this because we feel the students should have every chance to purchase their textbooks without financial heartache We explained to [redacted] that we do not price match we are a small company and what is listed as the price on our site is the price you would payWe would not sell a New book for the same price we sell a Used book, it's comparing apples and oranges and we would lose money on every sale if we did thatMarketplace sellers make their own prices on their books as well as the Used vendors we work with, they supply us the books to sell and set the prices for what their company is selling it at [redacted] was extremely rude and agitated and asked for company information that is not made public ieprofit margins, etcWe attempted to work with [redacted] by offering him free upgraded shipping on his purchase for the item New so that he would save money and still get the book at a faster rate than USPS Economy would provide We always advise if students have issues with the school's decisions they should take that up with their school directly, our contract with [redacted] is to accomplish saving students money on their textbooks which we've done and continue to doWe saved students at [redacted] over $300,in their first month with us December of and last year alone, (2014) we saved students in general $million on their textbooks As of 1/ [redacted] made a new order for a New copy of the book, his order ID is [redacted] and we have refunded his shipping charge of $23.96, the book is going [redacted] Next Day Air at no charge to [redacted] ***, we feel that is extremely fair for an issue that is stated in our Marketplace policiesWe don't have to do this but wanted to make up for the inconvenience of not having his book in time for classWe've worked with the Revdex.com for quite some time and we enjoy the working relationship, if you need anything further I've pasted some links on our site that you could use for information [redacted] Thank you, [redacted] Customer Service Manager
Hello [redacted] ,The rental company provides us information on why books were rejected once per week at this timeWe are working on a system to make this faster.Your book was rejected due to it being a complimentary or teacher's edition.Since this is not your fault, and is due to a supplier issue, you should have never been billed for the buyout.I have refunded you at this timeThanks,TextbookX
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I once again went to help tab and contacted customer service just like the response said on that day, and now on Saturday still no response Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The issue is not that I want a free text book or that I want a new text book at an extreme discountI have clearly asked for a gently used text book at the price your website quoted meI am willing to pay for the shipping of said book as well as the tax Your company has the ability to do thisI am not asking for a hand outI am also not compaing about taxYou fail to see the root issue with our transactionYour tone and the tone of [redacted] is that Im looking for something for nothingYou are not even admidting that your system confirmed at check out that I would recieve the bookYour system upon check out said I would recieve the bookA deduction was made in my student loan voucherI did not receive a message asking me to wait for email confirmation of my orderI admidt (This is me coming to the middle where we should both be) that you did send me an email that I did not notice canceling my orderHowever, I had already recieved notification from your website saying my order was submitted and would be shipped by this weekYour staff memeber told me that the cost of the book jumped a dollar durring my transaction and thats why it was cancelledOnce again I am not asking for a hand outI am asking you honor your price quoteI have spoken with staff members and the student council todayIt is clear that you are going to continue your practices of misrepresenting your stock while taking no ownership of the software that monitors itI am expierencing the same problem that you stand accused of on numerous rating sitesYou are in communication with the school about the mass issues the student body is having with your systemYou are clearly over charging the students and then underpaying for books when you buy them back even by the already scadelous college book selling industry standardsIt has been made very clear to the student council that you are hiding behind your more than generous contract with ***If you are acctually saving students the money you claim, then why not be transparent with your pricing structure? If you wish to grow from the small company you say you are then maybe your should start by doing the right thingInstead your angering the student body who pays the salary of the people you made the contract with Sincerely, [redacted] Unless we can at least meet in the middle this will be my last communicationThe school has already begun the motions to either remove textbookx or create another way for us to get out text books
Hello, As you can see from the reference screenshot we always place a message when an item is put into the cart if the item is on backorderThe seven campuses of [redacted] were all notified of the books that were not readily available from the publisher and were to inform their professorsAlmost every professor chose to wait for the item to become available, students should be contacting their school for assistance and not the Revdex.com Thank you, [redacted] CS Manager
Complaint: [redacted] I am rejecting this response because: If this is an on going issue and they knew that my bank rejected payment on Feb, 19th, why wasn't I notified of this rejection from them then? Instead they only stated through an e-mail on Feb, 12, that payment was initiatedThey simply have been brushing off the issue and have made no attempts to try and work with me or even provide good customer serviceThey have given me two options and state thats all they can doI do not want store credit with anyone that can't even provide good customer service to their customersThey had no problems taking money out of my account for the books I bought through them but it's an issue to pay me for the books that I have sold through themThe lack of customer service and lack of communication from this business is why I am rejecting this responseI have even made an attempt to ask what bank information they had on file, so that I can confirm if that was correct or not to see why it was being rejectedThey told me they do not have access to that for secruity reasons, which is understandable and that is why I asked for a paper checkI feel as if they lack good customer service and aren't even making an attempt to fix this issue Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because: The code sent was defectiveThe replacement code arrived days after classes had started I could not wait for their replacement code and told them that I could not at the very beginning of this issue Sincerely, [redacted] ***
Customer chose our FREE Economy shipping method for her order which is 3-business days for delivery, she placed her order on 8/and it was shipped out on 8/ [redacted] the customer called in on 8/to complain that she had not received her package yetWe attempted to explain to her that the item is going [redacted] and can take 3-business days therefore the 21st was the 6th business day and she was still within the allotted time frameCustomer was demanding we send out the item again going [redacted] which is unacceptable as our company did not make any errors, the customer chose the cheapest and slowest shipping and decided to buy their books last minute, our company is not responsible for thatOnce a package leaves our warehouse it is the student's responsibility to track it's progress and if they see any issues they should contact [redacted] with their tracking number so that they can intercept it or pick it up at the post office if possibleWhen she called in again on the 29th [redacted] spoke with her and initiated a replacement order for her since it was well past the due date of arrival, if we see that a package has not arrived on time we initiate a replacement immediatelyThe book is on order however it is now on backorder with the publisher and is awaiting arrival to our warehouse, we no longer had stock on the item therefore could not send it out immediatelyUnfortunately these things do happen, [redacted] does lose packages and we can only do so much to rectify the situationI have gone ahead and cancelled the replacement order and issued a full credit on the original order it should go back onto her financial aid in 2-daysHad the student contacted us back we would have done the refund over the phone for her rather than contacting the Revdex.com We had to inform the Account Manager for her school of her belligerent attitude and use of foul language when she called into our customer service department and they needed to contact the school regarding her behaviorMy email to her was in response to the representatives complaints and the recorded call that we had of her talking to our representatives unfortunately those are the emails I dislike sending the mostMy staff handled themselves very well considering how they were treated and now that this student has been refunded the issue should be overWe are new to working with her school and some students have not gotten the hang of online shopping for textbooks we understand the frustration but we do not condone the behavior that was displayed by this young ladyThank you August 21st Hello, Thank you for contacting [redacted] customer serviceIt has come to my attention that you called into our customer service line upset that your book has not arrived yet Upon investigation of your order I show that you placed your order on 8/at 2:48pm EST and it was confirmed 8/at 3:03pm ESTThe shipping method you chose on this order was Economy [redacted] which has an estimated ship time of 3-business days via ***At checkout you are given an estimated date range of when the item may arrive, we specially say the ship time is estimated because we cannot guarantee a specific date as we are not the ones delivering the product, [redacted] isPlease see attached screenshots of the checkout page where our estimated ship times are listed If your order has not arrived by at least the 10th day we would suggest calling us because there may be a problem with the shipment [redacted] as of now however your shipment is on track with no known issuesYou can continue to track this via ***.com In the future when calling into our customer service department we expect a specific type of decorum that does not involve cursing or yelling at our representatives, we'd hope that you would treat our employees how you would treat a professor at your collegeIf this does happen again we will be forced to inform your school of the indiscretionPlease keep in mind we record all calls T [redacted] Kind Regards, [redacted] CS Manager textbookX Team August 26th From StudentWho are you? Why are you contacting me? I was not given the right to speak with someone elsePlease under no circumstance do you think "threating" me will be toleratedIn addition, this is not a good way to contact meTherefore don't ever reach out to me on this emailYou guys have my telephone numberFirst of all what kind of customer service is this, with the rate you guys are going you will be out of business and I will be putting this tacky email on Revdex.com to show how unprofessional you guys areIt explains why I never gotten an apology you haven't even spoken with me but you felt the need to send me an emailWho is your boss or are you going to be reluctant like the previous two people I spoke with who refused to give me "management"This is the worst customer service I have ever experiencedYou really need to get some additional training because you guys suck and I did share my experience with the appropriate partiesMaybe I should start a [redacted] page to not solicit your business, matter of fact I see me doing a [redacted] *** reviewThis is horrible Also, in the event if you are wondering where you guys went wrong, no one ever apologized even it was my fault or not, and no on ever offered appropriate solutionsThe young lady advised that I purchase another book ($265.00), that would upset any person, and as you are doing you guys are continuing to blame without acknowledging that it could be confusing or trying to accommodate or reason with the customerTherefore this is poor service, I am so glad that I had this experience because I will never spend another dime here and will be speaking with the Board of Directors, because they need to end their contract with you guysIt terrible and you are so uneducated you thought it would be "wise" to confirm how unprofessional you guys are by sending this email from "management" You send me a random email and don't even take the time to disclose who you are, who trained you guys? What kind of management is this? Then you take the time to threatened me, so is that your way of saying don't report us, because I am and matter of fact I had forgotten about it, this email is a reminder of how important this topic is and needs to be escalated Thanks for the lack of "customer service", never ever again...horrible service P.SIf you continue to work with the public, sharpen your skills as the customer service for this company is dull and dry Lack of Customer Service will take you out of business, I have shared with people yesterday and provided other companies they should utilizeI could actually forward you an email from [redacted] on how professional they are, I ordered books from them and they messed my order up twice, they offered reasonable solutions and I spent more money, but due to great customer service skills, I felt like they were worth itThey followed up and even when the gentlemen couldn't help me and gotten someone else, not management but another co-workerHow about that my book is still coming late and I spent more money but because of the customer service I referred themI understand business but right now I feel like I'm being robbed, you guys don't deserve my $that's what I'm trying to get you guys to understandQuite ironically this happened the same day I contacted you guys, maybe you should figure out what they are doing that you are notOne things for certain they are making money and you guys will be going out of business if the customer service doesn't take a radical transformation Sincerely, I require great customer service! [redacted] August 27th Hello, Thank you for contacting [redacted] customer service [redacted] I am the Customer Service Manager and was informed by my customer service representatives of the incident involving your callAfter listening to the recorded messages we felt it was necessary to email you regarding what had happened, we've also forwarded on the recorded call and this email to the Account Manager for your college so that they can take the appropriate steps in notifying whatever party necessaryBoth representatives gave you the information that you asked for and a Manager contacted you with the information you asked for, the email that we are provided is the one that is on your order which is the [redacted] email address, that is the one we will always contact you on We are very happy to be working with your school and to have saved students $300,already in one month however we cannot do it alone, it takes a very large team and teamwork between us, the school and the students to accomplish thisWe look forward to a very long partnership and one that will save you as well as your classmates significant amounts of money, after all that is what we are here forIf you need anything further please do not hesitate to ask, but as I said in the future please be aware of how you treat the customer service representatives who are trying to assist you we will not tolerate yelling, cursing or otherwise belligerent behavior [redacted] is your one-stop-shop for New, Used, eBook, and Rentals Kind Regards, [redacted] CS Manager textbookX Team
The recording never played and I have called numerous times where the suggested recording never played and I even called back after I filed the complaint and it doesn't have the suggested recordingI noticed this on several callsWhat is written is not true at all Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:You're [redacted] heart is too little too late You're finally doing the right thing because the judge is watching You're more sorry you got caught than you are sorry that your customer service model is flawed I worked through your chain of command and everyone is velcroed to your rule book Why is no one allowed to listen, to think, to act reasonably and independently? If the parent company, Akademos, really wanted to hear from customers with problems, then your phone number would be on your webpage Nope, you just looped me (and all the others) right back to TextBookX I would have to be a business to get through to your headquarters It hasn't occurred to you how much time I've wasted or that I paid $postage and insurance out of my pocket for your mistake Your late apology fails to restore me to whole.I will not accept your apology I'm going through with my complaint to the IGs You need to be on record for scamming poor students You'll have nothing to worry about if I'm the only one, but if this is a pattern, then I'm the next addition to your [redacted] file.Do the right thing AT THE BEGINNING Sincerely, [redacted] ***
I am rejecting this response because: I totally understand that you place a note when the books are in back orderI also understand that you notify the schoolAgain, At the time I placed my order there was no messages or notes notifying about a back orderAs for you guys notifying the school, let me remind you that you are doing bussiness with me and my money, not with the schoolI am the one who should of been notified and you did notI received the book way over a month after I placed my orderWith that said and based on the fact that all I wanted was to receive my book I can tell you that I dont need any more answers or responses to my emails Thank you, [redacted]
Dear Revdex.com, I do understand that this agreement was done between this company and the school that I go toMy complaint is that this company did not explicit explain to me that this transaction would take more than five weeks to resolveI had to drop this class because I do not have the book and all my assignments for this class were all lateAt the same time I already lost $600, the cost of this class, because I do not have a book I will accept this complaint as settle until I get my money backIf it takes a whole year for me to get the book then this company will have to wait, just like they are making me wait for this book Sincerely, [redacted] Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]
Hello, We've spoken with [redacted] a few times and have asked her each time to provide the correct banking information so that we can send a direct deposit (ACH) to her account which she chose as her form of paymentWe attempted to pay her on 1/22/and was notified by her bank on 1/that the payment was rejected [redacted] was sent an email alerting her to this and that she needed to check and update her info, she informed us on 2/12/that she had done this we then again attempted to pay her and received yet another rejection by her bank on 2/19/Sellers only have two choices for payment which they agree to upon becoming a seller they can either receive a direct deposit or store credit we do not issue paper checks to sellers or customers [redacted] must contact her bank, [redacted] and actually speak to a Manager and go over the routing and account number she provided to ensure it is correct and find out why the bank is rejecting our paymentsShe can switch the payment to store credit and we can pay her immediately but we will not issue paper checksAll of this information can be found at the link below, this is also what [redacted] read before she agreed to our terms [redacted] SELLER PAYMENT OPTIONS As a Seller, you have two options to choose from to determine how you are paid for your marketplace salesYou may change your preferred method at any time in Your Account screen, and any pending payments will be adjusted to reflect your new choiceAlthough the final pay-out dates vary according to the method you choose, all payment methods are initiated on the same schedule, as laid out in the next sectionStore Credit.The fastest and most valuable method for Sellers is the store credit optionChoose this method and you'll receive your total account balance plus 5%, issued in the form of a store credit code for use on any future purchase or purchases on TextbookX.comThis gift certificate will continue to increase and decrease in value as you make additional sales and purchasesDirect Deposit.You may also choose to have your payment directly deposited into a valid checking or savings accountIf you choose this option, you must enter a valid routing and account number, which can both be found on any personal check or deposit ticket, in Your Account screen, after logging inThank you, Erin CS Manager
Complaint: [redacted] I am rejecting this response because:If this is an on going issue and they knew that my bank rejected payment on Feb, 19th, why wasn't I notified of this rejection from them then? Instead they only stated through an e-mail on Feb, 12, that payment was initiatedThey simply have been brushing off the issue and have made no attempts to try and work with me or even provide good customer serviceThey have given me two options and state thats all they can doI do not want store credit with anyone that can't even provide good customer service to their customersThey had no problems taking money out of my account for the books I bought through them but it's an issue to pay me for the books that I have sold through themThe lack of customer service and lack of communication from this business is why I am rejecting this responseI have even made an attempt to ask what bank information they had on file, so that I can confirm if that was correct or not to see why it was being rejectedThey told me they do not have access to that for secruity reasons, which is understandable and that is why I asked for a paper checkI feel as if they lack good customer service and aren't even making an attempt to fix this issue Sincerely, [redacted] ***
Hello, This item was purchased in our Marketplace from a 3rd party seller who listed this book as an International EditionPlease see belowHad [redacted] followed her college bookstore procedures she should have contacted our customer service department for assistance [redacted] help and should be checking her [redacted] email address for emails from the seller and from our cs dept We also see that the seller has stated to the customer that she can return this item back for a refund however she must return the book back to the seller to receive a refund on her itemWe will continue to keep this sale on hold until the item is returned to the seller once that occurs we will issue a full refund to the customerIn the future the customer should read through the comments on the books they are buying thoroughly before making the purchase We have replied to customer mails saying that he can return the book back to us for refundCan you please pass this information again to the buyerOn Sat, Feb 6, at 12:AM, [redacted] [email protected]> wrote: Saunders Comprehensive Review for the NCLExamination Seller Condition: New/Like New Seller Comments: Brand New International edition, We Ship to PO BOX Address alsoThank you, [redacted] Team
Upon review of [redacted] accounts we show his last sale was on 1/4/it was confirmed on 1/6/however it was not Marked as Delivered by ***.com, had [redacted] contacted our customer service deptfor assistance he would know this and he would have submitted the valid tracking for this item Payments are not made to sellers until we have proof that delivery was made, this can be found in the Seller Payment Policy that he agreed to upon signing up as a sellerNo tracking was provided on this order therefore [redacted] will not be paid until he produces valid tracking show the item was deliveredAll further coorespondance should be made through our email provided under the Help link at the top of our webpage [redacted] Thank you, [redacted] ***
Hello, We've spoken with [redacted] a few times and have asked her each time to provide the correct banking information so that we can send a direct deposit (ACH) to her account which she chose as her form of paymentWe attempted to pay her on 1/22/and was notified by her bank on 1/ that the payment was rejected [redacted] was sent an email alerting her to this and that she needed to check and update her info, she informed us on 2/12/that she had done this we then again attempted to pay her and received yet another rejection by her bank on 2/19/Sellers only have two choices for payment which they agree to upon becoming a seller they can either receive a direct deposit or store credit we do not issue paper checks to sellers or customers [redacted] must contact her bank, [redacted] and actually speak to a Manager and go over the routing and account number she provided to ensure it is correct and find out why the bank is rejecting our paymentsShe can switch the payment to store credit and we can pay her immediately but we will not issue paper checksAll of this information can be found at the link below, this is also what [redacted] read before she agreed to our terms [redacted] SELLER PAYMENT OPTIONSAs a Seller, you have two options to choose from to determine how you are paid for your marketplace salesYou may change your preferred method at any time in Your Account screen, and any pending payments will be adjusted to reflect your new choiceAlthough the final pay-out dates vary according to the method you choose, all payment methods are initiated on the same schedule, as laid out in the next section.Store Credit.The fastest and most valuable method for Sellers is the store credit optionChoose this method and you'll receive your total account balance plus 5%, issued in the form of a store credit code for use on any future purchase or purchases on TextbookX.comThis gift certificate will continue to increase and decrease in value as you make additional sales and purchases.Direct Deposit.You may also choose to have your payment directly deposited into a valid checking or savings accountIf you choose this option, you must enter a valid routing and account number, which can both be found on any personal check or deposit ticket, in Your Account screen, after logging in.Thank you,ErinCS Manager
Hello, This item was purchased in our Marketplace from a 3rd party seller who listed this book as an International EditionPlease see belowHad [redacted] followed her college bookstore procedures she should have contacted our customer service department for assistance [redacted] help and should be checking her [redacted] email address for emails from the seller and from our cs dept We also see that the seller has stated to the customer that she can return this item back for a refund however she must return the book back to the seller to receive a refund on her itemWe will continue to keep this sale on hold until the item is returned to the seller once that occurs we will issue a full refund to the customerIn the future the customer should read through the comments on the books they are buying thoroughly before making the purchaseWe have replied to customer mails saying that he can return the book backto us for refundCan you please pass this information again to the buyer.On Sat, Feb 6, at 12:AM, [redacted] *[email protected]> wrote:Saunders Comprehensive Review for the NCLExaminationSeller Condition: New/Like NewSeller Comments: Brand New International edition, We Ship to PO BOX Address also.Thank you, [redacted] Team
Hello, [redacted] *** spoke with a supervisor yesterday named [redacted] and we explained to [redacted] *** that when he purchases from our Marketplace which are 3rd party sellers we cannot guarantee they will have stock and in this case the seller is the one who cancelled the order [redacted] *** was notified that same day on 1/via email to [redacted] email address that the item was cancelledWe have automated emails that go out for every issue with an order from confirmation, to shipment, to cancellation or a refundPurchasing textbooks early is what we suggest to all of our students because the less the demand for the book the less money sellers will charge and we always suggest buying used rather from us directly because the prices may be lowerWe sell our New Retail items at retail price based on what our vendors charge us to purchase the item, [redacted] students must pay tax because it is the law of [redacted] based on internet purchases and we must follow the lawWe are contracted with [redacted] to be their virtual college bookstore however students do not have to use us they can go to other competitors if they feel their price is cheaper we actually suggest looking around because we will not always be the cheapestOur company has worked with the school to accept their financial aid vouchers as payment on our site which no other online retailer does, we do this because we feel the students should have every chance to purchase their textbooks without financial heartache We explained to [redacted] that we do not price match we are a small company and what is listed as the price on our site is the price you would payWe would not sell a New book for the same price we sell a Used book, it's comparing apples and oranges and we would lose money on every sale if we did thatMarketplace sellers make their own prices on their books as well as the Used vendors we work with, they supply us the books to sell and set the prices for what their company is selling it at [redacted] was extremely rude and agitated and asked for company information that is not made public ieprofit margins, etcWe attempted to work with [redacted] by offering him free upgraded shipping on his purchase for the item New so that he would save money and still get the book at a faster rate than USPS Economy would provide We always advise if students have issues with the school's decisions they should take that up with their school directly, our contract with [redacted] is to accomplish saving students money on their textbooks which we've done and continue to doWe saved students at [redacted] over $300,in their first month with us December of and last year alone, (2014) we saved students in general $million on their textbooks As of 1/ [redacted] made a new order for a New copy of the book, his order ID is [redacted] and we have refunded his shipping charge of $23.96, the book is going [redacted] Next Day Air at no charge to [redacted] ***, we feel that is extremely fair for an issue that is stated in our Marketplace policiesWe don't have to do this but wanted to make up for the inconvenience of not having his book in time for classWe've worked with the Revdex.com for quite some time and we enjoy the working relationship, if you need anything further I've pasted some links on our site that you could use for information [redacted] Thank you, [redacted] Customer Service Manager
Hello [redacted] ,The rental company provides us information on why books were rejected once per week at this timeWe are working on a system to make this faster.Your book was rejected due to it being a complimentary or teacher's edition.Since this is not your fault, and is due to a supplier issue, you should have never been billed for the buyout.I have refunded you at this timeThanks,TextbookX
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I once again went to help tab and contacted customer service just like the response said on that day, and now on Saturday still no response Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: The issue is not that I want a free text book or that I want a new text book at an extreme discountI have clearly asked for a gently used text book at the price your website quoted meI am willing to pay for the shipping of said book as well as the tax Your company has the ability to do thisI am not asking for a hand outI am also not compaing about taxYou fail to see the root issue with our transactionYour tone and the tone of [redacted] is that Im looking for something for nothingYou are not even admidting that your system confirmed at check out that I would recieve the bookYour system upon check out said I would recieve the bookA deduction was made in my student loan voucherI did not receive a message asking me to wait for email confirmation of my orderI admidt (This is me coming to the middle where we should both be) that you did send me an email that I did not notice canceling my orderHowever, I had already recieved notification from your website saying my order was submitted and would be shipped by this weekYour staff memeber told me that the cost of the book jumped a dollar durring my transaction and thats why it was cancelledOnce again I am not asking for a hand outI am asking you honor your price quoteI have spoken with staff members and the student council todayIt is clear that you are going to continue your practices of misrepresenting your stock while taking no ownership of the software that monitors itI am expierencing the same problem that you stand accused of on numerous rating sitesYou are in communication with the school about the mass issues the student body is having with your systemYou are clearly over charging the students and then underpaying for books when you buy them back even by the already scadelous college book selling industry standardsIt has been made very clear to the student council that you are hiding behind your more than generous contract with ***If you are acctually saving students the money you claim, then why not be transparent with your pricing structure? If you wish to grow from the small company you say you are then maybe your should start by doing the right thingInstead your angering the student body who pays the salary of the people you made the contract with Sincerely, [redacted] Unless we can at least meet in the middle this will be my last communicationThe school has already begun the motions to either remove textbookx or create another way for us to get out text books
Hello, As you can see from the reference screenshot we always place a message when an item is put into the cart if the item is on backorderThe seven campuses of [redacted] were all notified of the books that were not readily available from the publisher and were to inform their professorsAlmost every professor chose to wait for the item to become available, students should be contacting their school for assistance and not the Revdex.com Thank you, [redacted] CS Manager
Complaint: [redacted] I am rejecting this response because: If this is an on going issue and they knew that my bank rejected payment on Feb, 19th, why wasn't I notified of this rejection from them then? Instead they only stated through an e-mail on Feb, 12, that payment was initiatedThey simply have been brushing off the issue and have made no attempts to try and work with me or even provide good customer serviceThey have given me two options and state thats all they can doI do not want store credit with anyone that can't even provide good customer service to their customersThey had no problems taking money out of my account for the books I bought through them but it's an issue to pay me for the books that I have sold through themThe lack of customer service and lack of communication from this business is why I am rejecting this responseI have even made an attempt to ask what bank information they had on file, so that I can confirm if that was correct or not to see why it was being rejectedThey told me they do not have access to that for secruity reasons, which is understandable and that is why I asked for a paper checkI feel as if they lack good customer service and aren't even making an attempt to fix this issue Sincerely, [redacted] ***
This issue was resolved with [redacted] Her card was compromised, and fraudulent orders were placedShe was refunded