BookRenter.com

Initial Business Response /* (1000, 5, 2016/01/21) */
Hello,
We at [redacted] apologize for any issues this customer may have experienced with their recent order. We strive to provide the highest quality support to all of our loyal customers.
While our shipping and receiving team was unable...

to locate the correct book in our warehouse, we have decided to make an exception as the customer followed the correct return procedure. We have closed the order and refunded the automatic buyout fee of $352.42, which should be credited to the customer's PayPal account within a few business days.
Regards,
[redacted] Customer Success Team

Initial Business Response /* (1000, 5, 2015/06/12) */
Hi [redacted],
We sincerely apologize for the inconvenience this has caused you. As this sort of item is unique in our suppliers' inventory (a supplement that is not typically rented out), our support team was unfamiliar with the problem that...

occurred and handled it as if the item was a returnable rental book - since this is how our system originally classified the order.
However, upon further investigation we have determined that the item you received is not a physical textbook, so there is no need to return anything. We have closed your order and refunded the extension fee charged to your account. If you need further assistance, please send a message directly to [redacted]@bookrenter.com.
Sincerely,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am accepting this because they are refunding my money and more importantly acknowledge that this item cannot be returned.

Initial Business Response /* (1000, 5, 2016/02/01) */
Hello,
We at [redacted] again apologize for any issues this customer may have experienced with their recent order. We 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 list. We appreciate your patience.
Initial Consumer Rebuttal /* (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 Collections. From my understanding of the credit report, the owed payment is still active.
Final Business Response /* (4000, 9, 2016/02/09) */
We have received confirmation from Fedchex on January 27 that this customer's debt has been cleared. The collection agency can be contacted at [email protected] for further assistance.
Regards,
[redacted] Customer Success Team
Final Consumer Response /* (2000, 11, 2016/02/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/11) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We 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 $19.99 due to late delivery and the reported substandard condition of the book in question.
Regards,
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 order. We strive to provide the highest quality support to all of our loyal customers.
While our warehouse staff has been unable to...

locate the missing book, we have decided to mark the order as 'returned' since this customer seems to have followed the correct return procedure.
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/12) */
Hi [redacted],
We wanted to offer our sincerest apologies for the inconvenience this has caused, and to let you know that our investigation has concluded. While our warehouse staff was unable to locate the book, we have decided to make an...

exception and close your rental order as the information you provided was sufficient. If you need further assistance, please send an email directly to [redacted]@bookrenter.com.

Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response as it successfully brings my account up to date and now accurately shows the Pathophysiology book rental has been returned.

Initial Business Response /* (1000, 5, 2015/08/18) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We 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 return. A prepaid shipping label can be found in their BookRenter.com account under Return Items -> Reprint Label. We have also attached the labels in PDF format to this reply. Please 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 /* (1000, 5, 2015/08/10) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We strive to provide the highest quality support to all of our loyal customers.
According to our records, we've already...

processed the $177.27 refund to Visa card [redacted] on August 3, 2015 (Authcode XXXXXX / bank settlement number [redacted]). 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 /* (1000, 5, 2015/08/21) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We strive to provide the highest quality support to all of our loyal customers.
While our receiving team was unable to locate the...

missing book in our warehouse, we have decided to make an exception and close this rental order. The customer will not be charged.
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I appreciate the response from BookRenter.com, my Revdex.com and additional internet site findings for similar cases lead me to believe that this company has inventory control or business practice issues that need to be addressed. The customer service and resolution assistance I received was below expectation at best.

Initial Business Response /* (1000, 5, 2016/01/21) */
Hello,
We at [redacted] again apologize for any issues this customer may have experienced with their recent order. We 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 rentals. We 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 /* (1000, 8, 2016/01/20) */
Hello,
We at [redacted] again apologize for any issues this customer may have experienced with their recent order. We at [redacted] strive to provide the highest quality support to all of our loyal customers!
We have gone ahead and checked...

the rental in. Rest assured that the customer will not get charged any late fees.

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello,
We at [redacted] again apologize for any issues this customer may have experienced with their recent order. We at [redacted] strive to provide the highest quality support to all of our loyal customers!
We have gone ahead and...

refunded the order in full. The shipment's tracking information has not updated and that the guaranteed delivery time frame has passed. The credit should post within 3-5 days.

Initial Business Response /* (1000, 5, 2015/06/30) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We 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 instead. As of today, all erroneous fees associated with this rental have been refunded to the cards they were originally charged to. The $156.00 automatic buyout fee specifically referenced in this message was refunded on June 22, 2015. Please allow 3-10 business days for this credit to appear in the 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.)
The company refunded the money to the correct card after a complaint was registered. On 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 charged. I have several emails from Bookrenters documenting this. it was a lot of aggravation, time and effort to get Bookrenters to comply. Glad to be done with this company.

Initial Business Response /* (1000, 5, 2015/06/10) */
Hi [redacted],
We apologize for the inconvenience. To 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 21 days of the order date. We'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 /* (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 /* (1000, 5, 2015/07/07) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We 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 customer. If further assistance is needed, we can be reached at XXX-XXX-XXXX or [redacted]@bookrenter.com.
Regards,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/09/09) */
Hello,
We at BookRenter apologize for any issues this customer may have experienced with their recent order. We strive to provide the highest quality support to all of our loyal customers.
While our warehouse staff has been unable to...

locate the missing book, we have decided to mark the order as 'returned', waive the buyout fee and notify the collection agency since this customer appears to have followed the correct return procedure.
Regards,
BookRenter Customer Success Team

Initial Business Response /* (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 us. Our 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 $49.99 per request. We are legally obligated to list the book title on [redacted].com as it is listed with the publisher. This means that we cannot remove the supplement from the title just because it is not guaranteed to come with a rented book. We 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!

Initial Business Response /* (1000, 5, 2015/12/11) */
Hello,
We at [redacted] apologize for any issues this customer may have experienced with their recent order. We 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 package. This rental has been refunded through ValoreBooks.com. (see attached screenshot)
Regards,
[redacted] Customer Success Team
Initial Consumer Rebuttal /* (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 manner. The issue is that the book never left your facility. The company was trying to charge me for full price for not returning a rental. How can you return a rental that never left your facility. It would be different if it actually made it to the post office. This is "FRAUD". I wonder how many college students has this company used this "POLICY" to charge them.

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello,
We at [redacted] apologize for any inconvenience this customer may have experienced using our book rental service. We understand that most of our customers are students with limited time, budget, and resources.
The prices for books...

on [redacted].com can change as often as daily due to our dynamic pricing. This happens when prices change with our suppliers. The more expensive a book is for us to buy, the higher the rental price. Likewise, if a book goes down in price, the rental price can also drop.
That said, we cannot process an order if the price has changed while a customer is checking out.
We hope this helps!

Initial Business Response /* (1000, 5, 2015/08/21) */
Hello,
We at BookRenter apologize for any issues this customer [redacted] have experienced with their recent order. We 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 warehouse. Normally 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 /* (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 matter. I am sorry that this situation had to come down to this. I just wanted to be treated respectfully as a customer if BookRenters wants my business. I think that I am going to discontinue doing business with this company but again... I 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 $250.00 which I at the moment do not have to give. Thanks Revdex.com for helping me to get this matter resolved.