BookRenter.com

Initial Business Response / [redacted] (1000, 5, 2015/06/26) */ Hello, We at Bookrenter apologize for any inconvenience this customer may have experienced using our book rental serviceWe have a large number of students whose time & resources are quite valuable We did check the status of the label that was printed out last June 9, to return the rental "Brooks/Cole Empowerment Series: Understanding Generalist Practice." http://wwwapps.ups.com/WebTracking/processInputRequest?loc=en_US&Requester=UPSHo...⇄ According to the label, no scan was made and that there was no movement Our return policy can be found here: https://www.bookrenter.com/service_policy#returning_books Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't explain why a label wasn't scanned on May by UPSBut errors occur all the timeI contacted UPS and they said they can't explain it either but the bottom line is I have proof the book was delivered to your company with a UPS DELIVERY CONFIRMATION! It's dated and signed for at your dock? What more black and white proof do you want? Final Business Response / [redacted] (4000, 11, 2015/07/22) */ Hello, We have investigated the issue further and found that the tracking number provided in a previous email ticket (1ZY87RXXXXXXXXXXXX) is actually associated with another rental company, CheggBookRenter and Chegg share the same warehouse in Tennessee, but use different docksIn this case, Chegg will have to be contacted for further details as neither BookRenter nor our supplier is in possession of this book Regards, BookRenter Customer Success Team Final Consumer Response / [redacted] (3000, 18, 2015/08/07) */ 8-6- Sent via email: I still disagree with the findings but I don't have any options? I'm out the book and now the money tooVery disappointing for college students to have to pay for books that they returnedSince we completely followed the directions that were given and if you look at reviews online they do this to people all of the timeThank you for your help [redacted] Sent from my iPhone

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ Hello, We at [redacted] apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers Our records indicate that this customer has already received their $refund through Half.com on January Please check the account and contact Half.com for further assistance Regards, [redacted] Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers Our rental books are required to be kept in the same condition in which they are received, so customers are required to notify BookRenter of any damages before books are returned or they may be held responsibleWhile our Quality Team had initially deemed this customer's book unusable upon its return and charged a replacement fee (https://www.bookrenter.com/service_policy#damaged_books_returned), we have investigated this issue further and found the customer to be not at faultA credit of $has been issued to the card on file Sincerely, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers According to our records, we've already processed the $refund to Visa card [redacted] on August 3, (Authcode XXXXXX / bank settlement number ***)We can also see that the book is in transit back to us Per our Service Policy (https://www.bookrenter.com/service_policy), BookRenter is not responsible for overdrafts or other penalties/fees a customer may incur for additional charges such as automatic extensions and buyouts as notification emails are sent before the rental is overdue Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/08/26) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers As stated on our website (https://www.bookrenter.com/shipping), orders placed with Standard Shipping require 1-business days for processing and 3-business days for delivery: Our records indicate that the customer has already been advised to contact us tomorrow at XXX-XXX-XXXX for a replacement or refund if the original order has not arrived Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/07/07) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers Our records indicate that the fees referenced in the below complaint were already refunded (on July 6) and return labels have been emailed to the customerIf further assistance is needed, we can be reached at XXX-XXX-XXXX or ***@bookrenter.com Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2016/02/01) */ Hello, We at [redacted] again apologize for any issues this customer may have experienced with their recent orderWe at [redacted] strive to provide the highest quality support to all of our loyal customers! I have forwarded this information to our collections partner so we can take this off our listWe appreciate your patience Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will continue to wait to hear the final comments from CollectionsFrom my understanding of the credit report, the owed payment is still active Final Business Response / [redacted] (4000, 9, 2016/02/09) */ We have received confirmation from Fedchex on January that this customer's debt has been clearedThe collection agency can be contacted at [email protected] for further assistance Regards, [redacted] Customer Success Team Final Consumer Response / [redacted] (2000, 11, 2016/02/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/06/10) */ Hi [redacted] , We apologize for the inconvenienceTo ship orders as quickly as possible, this part of our system is mostly automated and support agents are unable to make any changes once an order is accepted and sent to one of our suppliers Your book has already shipped out, but you can return it for a full refund within days of the order dateWe've already generated a prepaid UPS label for you, which you can access by logging into your BookRenter.com account and going to Get a Refund > Reprint Label Our refund policy can be found here: https://www.bookrenter.com/service_policy#refunds Sincerely, BookRenter Customer Success Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I actually decided that was the correct book so I will be keeping it for my rental period upon arrival and you all did bill my credit card company I just hope it arrives timely and isn't ruined and that returning will be just as easy

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers While we must normally go by the tracking information provided by the shipping carrier, in this case we realize that there may have been a discrepancy, and have issued a partial refund of $due to late delivery and the reported substandard condition of the book in question Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 8, 2016/01/20) */ Hello, We at [redacted] again apologize for any issues this customer may have experienced with their recent orderWe at [redacted] strive to provide the highest quality support to all of our loyal customers! We have gone ahead and checked the rental inRest assured that the customer will not get charged any late fees

Initial Business Response / [redacted] (1000, 5, 2015/08/18) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers We have adjusted the refund request to allow a full refund to be issued upon the book's returnA prepaid shipping label can be found in their BookRenter.com account under Return Items -> Reprint LabelWe have also attached the labels in PDF format to this replyPlease note that the book must be shipped within the next two weeks to qualify for a refund Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/06/17) */ We at BookRenter apologize for any issues this customer may have experienced with their recent order, and any miscommunication that may have occurred with our support agentsWe strive to provide the highest quality support to all of our loyal customers Our shipping methods are listed (at https://www.bookrenter.com/shipping) as follows: Standard Shipping takes up to business days (3-business days + business days processing) Express Shipping takes up to business days (1-business days + business days processing) Express Plus Shipping takes up to business days (business day + business days processing) Orders placed Monday-Friday before a.mPacific Time have the current and next business day to process and shipOrders placed after a.mPacific Time will process and ship over the next two business daysOur published shipping timeframes are good faith estimates only based on our standard shipping methodsAlthough we desire to meet our published timelines, we can't guarantee what day/date you will actually receive your order Since the book was ordered on a Wednesday evening, the order processed on Thursday and shipped out on Friday; and with Express Shipping, the Tuesday delivery is considered to be on timeUnfortunately, weekends and holidays are not considered business days because many companies we work with do not operate during this time If you need further assistance, we can be contacted at XXX-XXX-XXXX or ***@bookrenter.com Sincerely, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ Hello, We at [redacted] apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers As stated in our rental agreement (https://www[redacted] .com/service_policy#prices_availability), the prices for books on our site can change quickly due to our dynamic pricingThis happens when prices change with our suppliersThe more expensive a book is for us to buy, the higher the rental priceLikewise, if a book goes down in price, the rental price can also drop The rental price at the time of the order was $33.24, while the current rental price is $We unfortunately cannot confirm the item's price at the exact time it was added to the shopping cart, however the order total must be confirmed on the final checkout page before that amount is chargedWe just have added $in store credit to your [redacted] account, which will be automatically applied to a future orderIf you wish to return the item for a refund, please ship it back with our prepaid label by February Regards, [redacted] Customer Success Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/05) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2016/01/21) */ Hello, We at [redacted] again apologize for any issues this customer may have experienced with their recent orderWe at [redacted] strive to provide the highest quality support to all of our loyal customers! We have gone ahead and refunded the total cost of the rentalsWe apologize as there was an issue with the carrier and that we had to wait until the guaranteed delivery date to pass [redacted] we can refund/create replacement if a tracking number doesn't indicate any delivery exceptions

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Hello, We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers When the book wasn't returned on time, our system attempted to charge the original card on file ( see https://www.bookrenter.com/service_policy#books_not_returned )However, since the first charge was declined, the other card on this account was charged insteadAs of today, all erroneous fees associated with this rental have been refunded to the cards they were originally charged toThe $automatic buyout fee specifically referenced in this message was refunded on June 22, Please allow 3-business days for this credit to appear in the account Sincerely, BookRenter Customer Success Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company refunded the money to the correct card after a complaint was registeredOn the day I filed the Revdex.com complaint, the company was still insisting the money would be refunded to another card that was not initially chargedI have several emails from Bookrenters documenting thisit was a lot of aggravation, time and effort to get Bookrenters to complyGlad to be done with this company

Initial Business Response / [redacted] (1000, 5, 2015/08/21) */ Hello, We at BookRenter apologize for any issues this customer [redacted] have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers The customer is aware that they did not follow the correct return procedure, and our receiving team has been unable to locate the missing book in the warehouseNormally the customer would be responsible for the book's buyout cost as per our Service Policy ( http://www.bookrenter.com/service_policy#books_not_returned ), however we have decided to make a one-time exception and close the rental order for "Essentials of Business Statistics"They will not be charged for this book Regards, BookRenter Customer Success Team Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept and is very please with the results of the outcome from this matterI am sorry that this situation had to come down to thisI just wanted to be treated respectfully as a customer if BookRenters wants my businessI think that I am going to discontinue doing business with this company but againI thank them so very much for making an exception for me in this case because the book would have caused me to pay them around $which I at the moment do not have to giveThanks Revdex.com for helping me to get this matter resolved

Hello, We at Bookrenter again apologize for any issues this customer may have experienced with their recent orderWe at Bookrenter strive to provide the highest quality support to all of our loyal customers! We haven't received the shipment based on the customer's tracking information below: [redacted] Once the shipment gets delivered, we will be more than willing to reverse the charge

Initial Business Response / [redacted] (1000, 5, 2016/01/08) */ Hello, We at [redacted] again apologize for any issues this customer may have experienced with their recent transaction(s) with usOur Support staff does its best to not only providing timely responses to customer inquiries but high quality interactions with all of our loyal customers For this customer, we have refunded the difference $per requestWe are legally obligated to list the book title on [redacted] .com as it is listed with the publisherThis means that we cannot remove the supplement from the title just because it is not guaranteed to come with a rented bookWe have indicated on all the book description pages on our site as well as in our Service Policy that we are not able to guarantee supplemental materials Should this customer have any further issues, they can contact our [redacted] Support at any time http://www[redacted] .com/help Thank you!

Hello,We at BookRenter apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customersOur rental instructions require that you print the prepaid shipping label we provide via your BookRenter.com account to return your rentalsThe shipping label has our correct address for return processing and it allows us to track the return of your bookYou can view these instructions here: http://www.bookrenter.com/how_to_returnIf the return address from the delivery box was used, then the book may have been returned to a distributor who does not process any returns for BookRenterIf a rental is not returned to us, the customer would normally be responsible for the buyout cost as per our Service Policy [redacted] The USPS tracking number provided shows a final delivery in [redacted] , TN but our receiving center is currently located in Antioch, TN and we have been unable to find the bookHowever, we've decided to make a one-time exception due to the customer being a first time renter and having technical difficulties printing our prepaid return labelAs of today (2/23/2016), [redacted] has been refunded for all additional fees associated with order # [redacted] ($1.34, $1.34, $99.75), their rental has been marked as returned, and [redacted] has removed their name from collectionsThe customer will no longer be contacted about this order and their account is in good standingRegards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/12/11) */ Hello, We at [redacted] apologize for any issues this customer may have experienced with their recent orderWe strive to provide the highest quality support to all of our loyal customers As per rental agreement, if your book is not delivered to you in a timely manner you must inform us within three business days of your order's estimated delivery date or you may be held liable for the item( https://www[redacted] .com/service_policy#books_not_received ) However, we were able to make a one-time exception as the customer was unaware of this policy and there was no delivery confirmation for the packageThis rental has been refunded through ValoreBooks.com(see attached screenshot) Regards, [redacted] Customer Success Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your policy states if it was not sent in timely mannerThe issue is that the book never left your facilityThe company was trying to charge me for full price for not returning a rentalHow can you return a rental that never left your facilityIt would be different if it actually made it to the post officeThis is "FRAUD"I wonder how many college students has this company used this "POLICY" to charge them