BookRenter.com

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ 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! Our records indicate that the shipment was delivered last 1/20/2016, at the time this Revdex.com complaint was filed https://wwwapps.ups.com/WebTracking/track?track=yes&trackNums=1Z6YXXXXXXXXXXXXXX...⇄ Again, we apologize for the delay Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/22) */ I called customer service again yesterday and my problem was resolvedI'm not happy with their customer service department and the late fees that I incurred but I now have the bookI can't understand why nobody could tell me about the status of the book until yesterdayMy phone call to them on the 18th resulted in them telling me the book would be shipped out by this FridayMy call to them yesterday had the book delivered to me that dayThey need to do a better job with customer serviceThank you for your timeIt was very annoying getting the run around for weeks Sent from my iPad

Initial Business Response / [redacted] (1000, 5, 2015/08/04) */ 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 understand that there may have been some confusion surrounding the status of this order due to an automated notification email sent out when one of the items was cancelledThe notification email may not have been clear enough about that cancellation and led the customer to believe that the entire order had been cancelledHowever, this information is also available in the customer's BookRenter.com account and through our support channelsAccording to our records, one of the three books was actually out of stock at the time of the original order, but our system had not yet updated to reflect this when the transaction took place; so the unavailable item (International Petroleum Transactions) had to be cancelled and refundedThe other two books have shipped, and are currently in transit to the customer To ship our orders as quickly as possible, we are not able to make any changes once a supplier is assigned to an orderAs our order system is mostly automated, and assigns an order to a supplier within minutes of being placed, the majority of orders cannot be altered or cancelledHowever, our customers can return their books for a refund within days of the order date for any reasonWe appreciate all feedback concerning this important issue, and continue to work towards improving our customer experience Sincerely, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/08/12) */ 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 Even though our receiving team was unable to locate the missing book, our records indicate that this customer's order has already been closed and the buyout fee has been waivedThis information can be confirmed in their BookRenter.com account Regards, BookRenter Customer Success Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked the account and unfortunately the book remains active, I am being asked to update my card info as the attempted charge on 8/11/was declinedThe rental is marked as past due In order to suffice my complaint, I would like it actually closed out online, further I would like a letter on company letterhead emailed to me advising the fee for the book has been waivedI do not want to be charged at a future date after the Revdex.com complaint closes Final Business Response / [redacted] (4000, 9, 2015/08/14) */ The account has already been updated; the rental in question is closed, and there is no longer any prompt to enter billing informationPlease see the below screenshots Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/11/30) */ 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 On March 31, the customer was notified that the book "Art & Creative Development for Young Children" (ISBN# XXXXXXXXXXXXX) was returned to our warehouse, instead of the two books she rented from [redacted] .comIn this email, we also stated that the extra book would be recycled if we did not receive a response within one weekOn April 23, the customer replied: "The other book is from AmazonI would also like to know how come you keep sending me emails to send you my books when I already did?" Any messages stating the order was closed/returned would have been generated automatically by our system, as the books were ultimately marked missing by our warehouse staff after a thorough searchDespite claiming to have shipped all of their books to the correct places, the customer stated in the email above that the book contained in their return shipment to [redacted] .com was NOT the book that should have been returned to this location Unfortunately, our warehouse staff was unable to locate any other books associated with this return shipment, and must hold the customer responsible for the buyout cost of the missing books as per our Service Policy ( http://www[redacted] .com/service_policy#books_not_returned ) Regards, [redacted] Customer Success Team Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ordered "Art & Creative Development for the Young Children" from Amazon and I returned it to Amazon, that is what I met by the commentI have double checked with them and I returned the correct book to Amazon, "Art & Creative Development for the Young Children"I tried ordering from [redacted] but it wasn't in stockI returned the two correct books to [redacted] as promised and I should not be penalized because they lost them per there web siteI never received the March 31st email and that is why I did not respond soonerI should not be charged for books I returned and what I was charged isn't even taking in account that they are used booksI like they should atleast give my half of my money back as I did return the correct books!! Thank you Final Business Response / [redacted] (4000, 9, 2015/12/11) */ Hello, While we could not locate the books in question, we were able to make a one-time exception due to the circumstances and have refunded the buyout charge for $This credit should appear on the customer's card within business days Regards, [redacted] Customer Success Team

Complaint: [redacted] I am rejecting this response because: I put the book in the mail While it may not have been labeled with your particular shipping label, there is NO guarantee that the book would still have arrived with your shipping label For all you know, the book is at your location and just not has been checked in I spoke with the USPS in Lavergne, and was instructed that this has happened on countless occasions with your company If you can't refund the entire amount because you have no record of the book arriving or even being checked in, then I think it would be fair to refund me at least half of the cost of $($85.44) Again, you know I put the book in the mail, you have a record of it It is not my fault that the USPS either didn't deliver it (package was damaged), nor is it my fault that perhaps the book did arrive (shipping label was damaged) and wasn't properly checked in I am trying to settle this matter amicably and fairly for both parties, and it can be closed completely.Sincerely, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ 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 instructions require that you print the prepaid shipping label we provide via your BookRenter.com account to return your rental as it has our correct address for return processing and it allows us to track the return of your bookOur shipping/receiving department was unable to locate "Calculus: Early Transcendental Functions" from rental order # [redacted] in the return shipment with "Information Systems Today" and "We the People", nor were they able to find a recent/unidentified copy of the same ISBN in our warehouse that could be associated with rental order # [redacted] The prepaid UPS label associated with rental order # [redacted] was also not used Unfortunately if the Calculus book can not be properly returned to BookRenter, you will be responsible for the buyout cost as per our Service Policy ( http://www.bookrenter.com/service_policy#books_not_returned ) Sincerely, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/12/20) */ 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 We have pushed the refund in full last December per our customer's requestThe amount should post with 3-business days Thank you Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) To this date I have yet to recieve the refund in fullI was actually charged more than for shipping, has yet to be refunded to my accountI know that it does not seem like much but that is exactly why it feels like a scamImagine if 100, even just 10, people let this go per day; there would be a considerable profit from not fulfilling ordersI will not consider myself satisfied until I have received my refund in full Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (3000, 12, 2016/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is January 4th and to date I still have not received the refund of $The request for the additional $was not processed on December 17th, it was only processed for the reduced amountA deposit of the reduced amount was made to my account on December 18thBut to date the additional $has not been refunded Final Business Response / [redacted] (4000, 14, 2016/01/19) */ Hello, We at [redacted] apologize for any inconvenience this customer may have experienced using our book rental serviceWe understand that most of our customers are students with limited time, budget, and resources For this customer, our support staff did refund the item in full and the additional shipping cost last 1/17/The credit should post within 3-days http://www[redacted] .com/help Thank you!

Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ Hi ***, We sincerely apologize for the inconvenience this has causedAs stated on our website (http://www.bookrenter.com/shipping), all orders require 1-business days to process regardless of shipping method; however, your book appears to have shipped out a day late so it was delivered late as wellWe have issued a refund of $for the Express Plus shipping fee, which you should see on your Visa card within a few business days If you have not received your order or need further assistance, please send a message directly to ***@bookrenter.com Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2015/09/08) */ 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 Upon further investigation, we have confirmed that this item was not intended to be listed for rental and this should now be reflected on our websiteThe customer has been fully refunded for their order Regards, BookRenter Customer Success Team

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ Hello, We at [redacted] apologize for any inconvenience this customer [redacted] have experienced using our book rental serviceWe understand that most of our customers are students with limited time, budget, and resources We have indeed made a duplicate charge on the item and refunded the charge today through PayPalOur engineers are investigating as to why a duplicate charge was processed Thank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for helping me resolve this case, Revdex.com! Your help resulted in a complete resolution when [redacted] , the merchant, was completely set on telling me they did not double charge me although I had provided them with proof, as did Paypal, multiple timesIt's a shame you have to step in to keep a merchant honestVery much appreciated

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ 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 rental books are required to be kept in the same condition in which they are received, so customers are required to notify [redacted] of any damages before books are returned or they may be held responsibleHowever, it is also assumed that the customer would have verified the contents of the original package before returning their orderWhile our Quality Team had initially deemed this customer's book unusable upon its return and charged a replacement fee (https://www[redacted] .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 fileUnfortunately the customer is not eligible for a refund of the initial rental fee as the book was not returned within days of the order date Regards, [redacted] 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! This was for an order for "Information Technology for Management: Advancing Sustainable, Profitable Business Growth" last Aug that was turned in late to us Our records indicate that the amount $was credited to the Visa: xxxxxxxxxxxx-(11/2017) on 1/12/ Also we have pushed the refunds (charges of $1.01) today as a courtesy Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I check my account today, and I have not yet receoved my refund I have not yet recived my money $ x No money received [redacted] Final Business Response / [redacted] (4000, 9, 2016/02/09) */ Our records indicate that these three credits ($199.17, $1.01, $1.01) were already accepted by the customer's card/accountDepending on the bank or credit card company, it can take up to business days for the refunds to show on their bank statementPlease see the attached screenshots of the refund details in our payment gateway (TrustCommerce) Regards, [redacted] Customer Success Team Final Consumer Response / [redacted] (2000, 11, 2016/02/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 6, 2016/01/22) */
Please cancel the complaint*** has just decided to close my accountThank you very much

Initial Business Response /* (1000, 5, 2015/09/22) */
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 in our Service Policy (
https://www.bookrenter.com/service_policy#refunds ), books must be in transit back to us within days of the order date to be eligible for a refundAccording to our records, this order was returned days lateHowever, we have decided to make a one-time exception because the customer received a damaged/incomplete itemA refund of $has been issued to the card on file
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although, I am satisfied with the outcomeBookrennter needs to inspection their books that are returned before re-renting so other potential customers do do not have issues like this one!

Initial Business Response /* (1000, 5, 2015/07/14) */
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 a refund of $was
issued to Mastercard *** on June 17th, while an additional $credit was just issued on July 13th
The second credit was given as a courtesy since shipping fees are normally deducted from the refund if the return reason is not due to BookRenter's errorAccording to previous contacts, the book was returned for a refund because the wrong shipping method was chosen and it did not arrive in time
Here is the data from our payment gateway (TrustCommerce) showing the first refund:
Action credit
Status accepted
Transaction Date *** PDT
Amount $
Authcode XXXXXX
Bank Settlement Number ***
Our system will not allow us to issue any credits over the amount of the original transaction, and order # BR-AXXXXXXXC has been refunded in full
Sincerely,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/08/27) */
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 support agents are unable to make any changes
to an order once it has been accepted by a supplier for processing, and this is an automated process that happens within a minute or twoThe book has already shipped out, but can be returned for a refund within days of the order date
Just follow these three easy steps within days of the order date to return books for a refund:
For the fastest refund -- Do Not Refuse the ShipmentSimply refusing the shipment could cause your refund to be delayed for several weeks
Using our Refund Return labels will result in the fastest refundYou can choose to either check in your book at a store location with RapidReturn or ship the books back to us using our prepaid shipping labelTo print your refund return label, log into your BookRenter account at ( https://www.bookrenter.com/login ), go to My Rentals, and click the "Need to request a refund for any of these?" link at the upper right hand corner(Please make sure to use the Refund Return labels, not the standard return labels.)
Take the box to the shipping carrier designated on the return shipping labelOnce the shipping carrier accepts your return package, you're done
When the return is received and checked in you will be sent email confirmation of your refundSome banks report these refunds to their customers immediatelySome can take up to business daysOnce you've received our refund confirmation, your bank's customer service department is the best place to confirm that they've posted it to your account
If the tracking information does not show the package as in transit within days of the order date, we will not be able to honor the refundRefunds due to our error will be refunded in fullRefunds not due to our error are refunded for the price of the book paid plus any applicable tax; shipping costs for returned items will not be refundedAll items must be returned in their original condition
Regards,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/09/22) */
Hello,
We at *** 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
The shipping methods listed on our website
(https://www.***.com/shipping) are 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
Unfortunately, weekends and holidays cannot be counted as business daysOur records indicate that this order was placed on September 4, at 1:PM Pacific Time, the Friday before Labor Day (September 7)The item shipped on Tuesday, September and was delivered on Wednesday, September This is considered to be on time
http://wwwapps.ups.com/WebTracking/processInputRequest?loc=en_US&Requester=UPSHo...⇄ /> Regards,
*** Customer Success Team

Initial Business Response /* (1000, 5, 2016/01/21) */
Hello,
We at *** 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,
*** Customer Success Team

Initial Business Response /* (1000, 5, 2015/07/30) */
Hello,
We at *** apologize for any issues this customer may have experienced with their orderWe strive to provide the highest quality support to all of our loyal customers
Unfortunately, our records indicate that our book was
sent to Amazon, while Amazon's book was sent to usThe UPS receipt provided to us on April 16th clearly shows two packages with separate tracking numbers: 1ZXXXXXXXXXXXXXXXX and 1ZV5509VXXXXXXXXXX***'s warehouse is located in Tennessee, while Amazon's warehouse is located in Virginia
If the book cannot be located, unless the replacement price exceeds the remaining rental balance ($77), we recommend sending another copy of the same ISBN (in good condition) in place of the original itemA new shipping label can be printed from your *** account under 'Return Items'If the book cannot be properly returned to ***, you will be responsible for the buyout cost as per our Service Policy ( http://www.***.com/service_policy#books_not_returned )
Sincerely,
*** Customer Success Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept the proposed resolutionI don't know who stated that Amazon was sent their book, because I had already spoken with Amazon numerous times and they had never received a book until they got their's from ***I can provide SIX months worth of emails and phone calls between myself and *** with regards to their negligence and incompetence over this issueIf *** is still unwilling to address this issue responsibly then I apologize but I will be forced to use another avenue of approach
Final Consumer Response /* (3000, 10, 2015/09/14) */
9-14-
Sent via email:
*** ***
Good morning ***,
No it has not, the last thing I received was the initial response from the company, that I disagreed with and haven't heard anything sinceAlthough I have not been charged anymore late fees, I still have yet to be reimbursed for the late fees that were charged to my bank account fraudulentlyThank you for your inquiry and talk to you soon
V/R
*** A***

We assure the customer that they have been removed from collections and that the report will have no negative impact on their credit historyRegards,BookRenter Customer Success Team