BookRenter.com

Initial Business Response /* (1000, 5, 2015/10/09) */
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
It appears that the refunds of $and $
were not properly processed through Half.com, so these credits have been re-issued as of October 8, Please see the attached screenshot
Regards,
*** 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 records indicate that this customer has been
fully refunded for both books in order # BR-375FB065D as our suppliers did not have the books in stock for a replacement order
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/01) */
8-31-
Sent via email:
Book renter .com deceived me I ordered books , they took my money and then after two weeks after repeated calls said they were out of that books they refused to connect me with a supervisor and my calls to the corporate office went unansweredthey still have not refunded my money
Final Business Response /* (4000, 9, 2015/09/02) */
We have issued all refunds due to this customerPlease see attached screenshots
Regards,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/07/15) */
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
If you receive a book that is damaged or
incorrect, you must notify customer service within days of when it is orderedOnce you do, our guarantee gives you the option of choosing between getting a replacement book sent at no extra cost, or returning the book for a full refund, or simply keeping it for the duration of your rental period after we make a note on your account(See the section Damaged Books in our Service Policy- http://www.bookrenter.com/service_policy#damaged_books )
If a book is damaged in transit to you, for instance, our warehouse may be unaware and possibly hold you at fault when it is returned to usThis is why we must be notified beforehand if your rental does not arrive in good conditionHowever, we have made an exception for this order and waived the damage fee as we believe the customer is not at fault
Sincerely,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (3000, 8, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept their waived but I have another issueI rented books from Bookrenter before I knew there was a problem with the other book and I haven't received the two books yetThe post office and Ups say that they don't have this item anymore.They keep blaming each other of having the itemsI need to know where is this item because I don't want to be responsible for this item alsoI paid for a items that I did not get
Final Business Response /* (4000, 10, 2015/07/20) */
Hello,
According to USPS, a mail carrier attempted to deliver the package at 10:AM today:
https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX
Our records also indicate that you have already contacted our support team this morning about a damaged item, so we assume that you received your orderIf you need further assistance, please give us a call at XXX-XXX-XXXX
Regards,
BookRenter Customer Success Team
Final Consumer Response /* (2000, 12, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my books and one was water damage will be returning that one

Initial Business Response /* (1000, 5, 2015/07/02) */
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
It appears that the book was lost in transit, but
this issue has already been resolved by our support department and the order was refunded in full
Regards,
BookRenter Customer Success Team

Initial Business Response /* (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 /* (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 /* (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 /* (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
*** ***
Sent from my iPhone

Initial Business Response /* (1000, 5, 2015/11/12) */
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
It appears that the auto-buyout refund of $
was not properly processed through Half.com on August 12, so we have directly contacted Half.com to have this credit manually issued to the card associated with the customer's account
Regards,
*** Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/11/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received my refundThank you Revdex.com for your assistance with this matter

Initial Business Response /* (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 /* (1000, 7, 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
As our order system is mostly automated, as
long as a return package is scanned within the 21-day deadline a refund would be issued automatically once the book has been checked inIn the case of this customer's return, tracking activity begins on July and the deadline for this order was July 24, so our system did not process the refund requestHowever, we realize that exceptions must be made sometimes and have manually refunded both of the returned items in this order
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 8, 2015/08/12) */
I received an email stating that I have received a refund and would like to cancel the case
thank you

Initial Business Response /* (1000, 5, 2015/08/24) */
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
Both items in the original order (BR-4DDDXXXXX)
have already been marked as returned and the extra fees refunded, while the current rentals (BR-***) are due on September The customer can log into their ***.com account to print return labels for this order
Regards,
*** Customer Success Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No because of them I am having a hard time getting my bank to reimburse me all of the fees that they have charged meThey need to contact my bank and let them know that they made the mistake and hopefully my bank will refund all the fees that they have charged meWhy should I have to pay for something that this company has done

Initial Business Response /* (1000, 5, 2015/06/22) */
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
The shipping methods listed on our website
(https://www.bookrenter.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 days.)
We have completed our investigation and found that this Express Plus order actually shipped out a day later than expected, so the delivery date fell outside of the promised timeframeWe have issued a refund of $for the Express Plus shipping fee in order # ***Please let us know if you need further assistance
Sincerely,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this because they were in the wrong and they refunded my shipping costs back to me

Initial Business Response /* (1000, 5, 2015/07/17) */
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 order processing team did fail to provide a
cancellation notification due to a technical error
We did speak to the customer and offered a free rental and to have a book/rental shipped with expedited, free of costCustomer declined
Sincerely,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/08/28) */
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
Refunds due to BookRenter's error are refunded in
full, while refunds not due to BookRenter's error are refunded for the price of the book paid plus any applicable taxThe original shipping costs for returned items are deducted from the refund amountThe promotional free shipping was nullified when the book was returned for a refund
We have decided to make a one-time exception and issue the remaining amount of this customer's expected refund ($5.99) due to the miscommunication with our support agentsHowever, in the future, we may not be able to make this type of exceptionFor more information please see the "All Other Refunds" section of our Service Policy: http://www.bookrenter.com/service_policy#refunds
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I still haven't seen my refund being return and from what I read from other reviews some of them did not receive their refund at allI find it very hard to believe what I am actually going to get from bookrenter and it shows on my account on bookrenter that I will refunded but I don't see it on my cardSo I hope tomorrow that it comes but honestly I hate how this is a waiting game and the chances that it goes through is not for certainAgain this company has fail on so many levels and is completely deceiving which I'm not the only one who thinks thatFor other people to be experiencing what I am is pretty disappointingFor a mere $fee and for it to take this long or for it to possibly not be refund is ridiculous
Final Business Response /* (4000, 9, 2015/09/04) */
We have already issued the $refund to the Mastercard ending in Please allow 3-business days for it to appear on the accountThank you!
Sincerely,
BookRenter Customer Success Team

Initial Business Response /* (1000, 6, 2015/07/01) */
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 our Quality Team had initially deemed the
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 fault as the damage may have occurred while in-transitA credit of $has been issued to the card on file
Sincerely,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/09/09) */
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
We are unable to make any changes to an order once
it is assigned to a supplier, and do not have the ability to convert a purchase to a rentalAs stated on the product description page (under the 'Buy' option), used and new book purchases are not covered by ***'s 5-Star Satisfaction Guarantee so they cannot be returned for a refund
Regards,
*** Customer Success Team
Initial Consumer Rebuttal /* (3000, 12, 2015/09/25) */
This is an unacceptable response to our complaintWe would like the company to buy back the book at the end of the semester if they are refusing to switch it to a rental
Otherwise, we will continue to disputed their business practices

Initial Business Response /* (1000, 5, 2015/06/29) */
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
You are required to notify us if a rental book
arrives in damaged condition, as our warehouse may not be aware of it (i.eif the book was damaged in-transit)Otherwise, you may be held responsible for the damage and charged a replacement fee when that book is returned (see https://www.bookrenter.com/service_policy#damaged_books_returned)
However, we have conducted an investigation and decided the customer was not at faultA refund of $has been issued for the Major Damage Fee associated with rental order # BR-26C213B0B
Sincerely,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/06/30) */
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
For rental books ordered from BookRenter on Half.com, our
rental instructions require that you print the prepaid shipping label we provide via your Half.com account to return your rentalThe shipping label has our correct address for return processing and it allows us to track the transit of your book
If you paid for your own return shipping and used the address from your delivery box, then you have returned your rental to our distributor, who does not process any returns for BookRenterIf the book can not be returned properly, you may be responsible for the buyout cost as per Section of Half.com's Rental Marketplace Terms and Conditions ( http://pages.half.ebay.com/help/policy/rentals_tc.html )
However, we have conducted another investigation and decided to make a special exception for this order due to the condition of the original packagingA $refund has been issued to the card on file with Half.comIn the future, please contact us for assistance with the rental return process if you are unable to get a prepaid shipping label from your Half.com account
Sincerely,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank youI am fully satisfied for the monetary return

Initial Business Response /* (1000, 6, 2015/07/02) */
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
Unfortunately, the prepaid shipping label
associated with order # *** was never scanned by UPS so we have no record of the book being returned, nor was it found in our warehouseHowever, as the correct return procedure was followed, our management team has decided to make an exception and refund the automatic buyout fee of $
Sincerely,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 8, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello,
We at *** 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
Our website indicates
that supplemental materials are not guaranteedThis statement is shown on every book description found in our website*** is legally obligated to list its books in the same fashion the publisher wouldAn example listing is found below:
http://www.***.com/elementary-algebra-for-college-students-4th-editio-n-and-cari...⇄ /> Our valued customer has until 1/to return this book for a refund just in case
We again apologize for any issues regarding our supplement policiesShould this customer have any further questions, they can reach out to our *** Support staff at any time
http://www.***.com/help
Thank you!
Initial Consumer Rebuttal /* (3000, 7, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has the responsibility to inform the consumer directly that the specific item they have ordered is incomplete, or contains items that are invalidBy putting additional information about supplemental materials in the fine print, they are operating unethically
Beyond returning this item for a refund, I believe it is fair for the company to refund the money paid for shipping, given the deceitful nature of their business practices
Final Business Response /* (4000, 9, 2016/01/22) */
Hello,
We at *** again apologize for any issues this customer may have experienced with their recent orderWe at *** strive to provide the highest quality support to all of our loyal customers!
We sincerely apologize as we are legally obligated to display the title based on the ISBNBut we have a statement on our description indicating that supplemental materials are not guaranteed
We are processing a full refund (including the shipping) as a courtesy for the customer once the book is checked in

Initial Business Response /* (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 /* (1000, 5, 2015/07/06) */
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
After a thorough investigation, our management
team has decided to remove the declined fees from the account and close the rental order in question so there is no money owedWhile we were unable to determine exactly what happened with this return package, there was room for human error and we believe this customer was not at fault
Sincerely,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did exactly as I requested and ended this dispute fairly