BookRenter.com

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.
Our return instructions require you to use the...

return label associated with your order to return your rentals. Unfortunately, it looks like two separate labels were generated and the outstanding rental was not found in the active shipment.
If books are not properly returned to BookRenter, you would normally be held responsible for the 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 in this case and close the outstanding rental. In the future, we recommend contacting a support agent (XXX-XXX-XXXX) if the return label on your account does not list the correct books so the error can be fixed.
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/08/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/09/08) */
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.
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 website. The customer has been fully refunded for their order.
Regards,
BookRenter 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 $170.89 ($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 /* (1000, 5, 2016/01/04) */
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 $217.32 damage fee as a courtesy and should post to the account within 3-5 business days.
Thank you!
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They gave me my money back as I had hoped and everything else was resolved.

Initial Business Response /* (1000, 5, 2015/09/22) */
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.
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 responsible. However, it is also assumed that the customer would have verified the contents of the original package before returning their order. While 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 fault. A credit of $179.01 has been issued to the card on file. Unfortunately the customer is not eligible for a refund of the initial rental fee as the book was not returned within 21 days of the order date.
Regards,
[redacted] Customer Success Team

Initial Business Response /* (1000, 5, 2016/02/03) */
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 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 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.
The rental price at the time of the order was $33.24, while the current rental price is $33.83. 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 charged. We just have added $10 in store credit to your [redacted] account, which will be automatically applied to a future order. If you wish to return the item for a refund, please ship it back with our prepaid label by February 16.
Regards,
[redacted] Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2016/02/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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!
This was for an order for...

"Information Technology for Management: Advancing Sustainable, Profitable Business Growth" last Aug 17 that was turned in late to us.
Our records indicate that the amount $199.17 was credited to the Visa: xxxxxxxxxxxx-5975 (11/2017) on 1/12/2016
Also we have pushed the refunds (2 charges of $1.01) today as a courtesy.
Initial Consumer Rebuttal /* (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
$199.17
1.01 x 2
No money received
[redacted]
Final Business Response /* (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/account. Depending on the bank or credit card company, it can take up to 10 business days for the refunds to show on their bank statement. Please see the attached screenshots of the refund details in our payment gateway (TrustCommerce).
Regards,
[redacted] Customer Success Team
Final Consumer Response /* (2000, 11, 2016/02/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/08/04) */
Hello,
We at Bookrenter again apologize for any issues this customer may have experienced with their recent order. We 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 cancelled. The notification email may not have been clear enough about that cancellation and led the customer to believe that the entire order had been cancelled. However, this information is also available in the customer's BookRenter.com account and through our support channels. According 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 refunded. The 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 order. As 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 cancelled. However, our customers can return their books for a refund within 21 days of the order date for any reason. We appreciate all feedback concerning this important issue, and continue to work towards improving our customer experience.
Sincerely,
BookRenter Customer Success Team

(The consumer indicated he/she DID NOT accept the response from the business.)I have received no assurance or statement from Book Renter regarding any reporting of collections to credit reporting agencies assuring there will be no negative impact on my credit history.

Initial Business Response /* (1000, 5, 2015/07/28) */
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.
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 book. Our 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 /* (1000, 6, 2016/01/20) */
Hello,
We at Bookrenter again apologize for any issues this customer may have experienced with their recent order. We at Bookrenter strive to provide the highest quality support to all of our loyal customers!
We have refunded the shipping...

cost as a courtesy today. Please allow 3-5 days for the credit to post.
Also, please review our policy below for future reference:
https://www.bookrenter.com/service_policy#refunds
Initial Consumer Rebuttal /* (2000, 8, 2016/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept Bookrenter's response because they refunded back the full $42.87 that I believe I should have been refunded--in context of my complaint.
Final Consumer Response /* (2000, 17, 2016/02/12) */
February 11, 2016, 3:33 PM EST: On January 20, 2016, through email, BookRenter said they refund me the $5.99 and it would take 5-7 business days for the refund to appear on my credit card statement. After 12 business days, the $5.99 refund had not yet showed up on my credit card statement). Regarding the $5.99 that I was not yet refunded , I contacted BookRenter "Support" about this through email on February 6, 2016 at 9:55 pm EST. They contacted me back on February 8, 2016 at 6:04 pm EST. Through several emails, ultimately, the manager "pushed" the refund through (this action occurred on February 9, 2016) and the agent from "customer satisfaction" of BookRenter stated it was now up to my bank on when the $5.99 refund will show up on my credit card statement. I checked my credit card account just now, on February 11, 2016 at 3:32 PM EST and I have a PENDING transaction of "-$5.99" on my account. Thus, as of February 11, 2016 3:32 PM EST, if that pending transaction goes successfully through, it appears as though BookRenter was able to get the refund through. This is the end of my update.

Initial Business Response /* (1000, 5, 2016/01/04) */
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.
We have marked this rental as "returned" upon reading the customer's complaint as a courtesy. We would like to apologize for the inconvenience this has caused to our valued customer.
No other charge has been applied to the customer's account.
http://www.[redacted].com/help
Thank you!
Initial Consumer Rebuttal /* (2000, 7, 2016/01/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received an email from [redacted] yesterday stating they processed my rental as "complete". Finally!!!! The hoops this company put me through were ridiculous. I do not agree that they offer high quality interactions and find it very sad that it took getting the Revdex.com involved to get this situation resolved. Thank you Revdex.com for your help with this!!! It is much appreciated!

Initial Business Response /* (1000, 5, 2015/09/10) */
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.
According to our records, an order (BR-[redacted])...

was placed on August 21, 2015 for two 125-day textbook rentals: "Business Intelligence: A Managerial Perspective on Analytics" and "Managerial Economics: Foundations of Business Analysis and Strategy". These two books should have been shipped in the same package, but were lost in transit. No tracking information was available. However, since all orders placed with Standard Shipping require 1-2 business days for processing and 3-7 business days for delivery ( https://www.[redacted].com/shipping ), we could not take further action until September 3, 2015.
On September 3, a [redacted] support agent attempted to submit a replacement order for the missing books at the customer's request. The replacement shipping method was upgraded one level, to Express Shipping, at no extra charge. Unfortunately, "Business Intelligence: A Managerial Perspective on Analytics" was out of stock at the time and could not be replaced. The customer has been fully refunded ($23.34) for this item.
The replacement copy of "Managerial Economics: Foundations of Business" was successfully delivered by FedEx on September 8, 2015 ( http://www.fedex.com/Tracking?tracknumbers=XXXXXXXXXXXX ). The due date for this rental is January 11, 2016.
Despite our best efforts, some of the products listed on the site may be unavailable from time to time. As stated in our Service Policy ( https://www.[redacted].com/service_policy#prices_availability ) if you receive notice that an item listed on your order receipt has become out of stock, you agree that we may rescind our acceptance and we may cancel any products in your order without penalty if we are unable to ship the product you ordered due to unavailability. We cannot offer compensation for purchasing another company's product.

Regards,
[redacted] Customer Success Team
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because their customer service representatives are terrible. I spoke with at least six different people, asking for a letter from a supervisor to give to my professors. This letter needed to explain how they were not able to tell the books were lost in transit until September 3rd, and how they could not offer me next day delivery. Offering me an upgrade in shipping, free of charge, after I have already waited 14 days for the books I originally ordered is not really doing me any favors. I had assignments due, I ordered the books within a reasonable time frame assuming they would be delivered. Their customer service reps sound like they are reading off a script and offer no real help. Telling me that they assure me that my books would be there on September 3rd, not to worry, and then they come up lost in transit. I feel as though I should be compensated for the difference of having to purchase the book elsewhere, after waiting 14 days for a book that they did not even have in stock! I am usually an understanding person, but I have never had to go through so much trouble just to receive something that I purchased. I asked for a letter on September 3rd, the letter never came. I had to call the company again on September 10th for the letter. The first letter they sent me (from a customer rep not a supervisor) was insufficient explaining I ordered a book out of stock not that I waited 14 days and the book was lost in transit. The second letter that was sent to me was still from a customer representative, not a supervisor. Saying that they offered me an upgrade in shipping free of charge while I had already waited at least 14 days, is a slap in the face.

Initial Business Response /* (1000, 5, 2015/06/09) */
Hi [redacted],
We sincerely apologize for the inconvenience this has caused. As stated on our website (http://www.bookrenter.com/shipping), all orders require 1-2 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 well. We have issued a refund of $19.99 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 [redacted]@bookrenter.com.
Regards,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/09/23) */
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 buyout fee has been waived.
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the company helping a loyal customer. Thank you!

Initial Business Response /* (1000, 5, 2015/11/30) */
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.
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].com. In this email, we also stated that the extra book would be recycled if we did not receive a response within one week. On April 23, the customer replied: "The other book is from Amazon. I 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 search. Despite 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 /* (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 comment. I 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 stock. I returned the two correct books to [redacted] as promised and I should not be penalized because they lost them per there web site. I never received the March 31st email and that is why I did not respond sooner. I should not be charged for books I returned and what I was charged isn't even taking in account that they are used books. I like they should atleast give my half of my money back as I did return the correct books!! Thank you.
Final Business Response /* (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 $186.11. This credit should appear on the customer's card within 10 business days.
Regards,
[redacted] Customer Success Team

Initial Business Response /* (1000, 5, 2016/01/22) */
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!
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=1Z6YXXXXXXXXXX...⇄ /> Again, we apologize for the delay.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/22) */
I called customer service again yesterday and my problem was resolved. I'm not happy with their customer service department and the late fees that I incurred but I now have the book. I can't understand why nobody could tell me about the status of the book until yesterday. My phone call to them on the 18th resulted in them telling me the book would be shipped out by this Friday. My call to them yesterday had the book delivered to me that day. They need to do a better job with customer service. Thank you for your time. It was very annoying getting the run around for weeks Sent from my iPad

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 rental instructions require that you print the prepaid shipping label we provide via your BookRenter.com...

account to return your rentals. The shipping label has our correct address for return processing and it allows us to track the return of your book. You 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 BookRenter. If 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 book. However, 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 label. As 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 collections. The customer will no longer be contacted about this order and their account is in good standing. Regards, BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2016/01/19) */
Hello,
We at [redacted] apologize for any inconvenience this customer [redacted] have experienced using our book rental service. We 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 PayPal. Our engineers are investigating as to why a duplicate charge was processed.
Thank you.
Initial Consumer Rebuttal /* (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 times. It's a shame you have to step in to keep a merchant honest. Very much appreciated.

Initial Business Response /* (1000, 5, 2015/10/19) */
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 Service Policy states that books must...

be postmarked within 21 days of the order date in order to qualify for a refund, we have decided to make an exception for this customer and have issued a full refund of $23.70 for order BR-EDXXXXXXX due to the shipping delay.
Regards,
[redacted] Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2015/10/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have provided the refund that I requested.