BookRenter.com

Initial Business Response /* (1000, 5, 2016/02/05) */
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 warehouse staff was unable to locate the...

missing book, we have decided to make an exception for this customer. The $273.65 buyout fee and $1.03 extension fee have been refunded, and their rental has been marked as returned.
Regards,
[redacted] Customer Success Team
Initial Consumer Rebuttal /* (2000, 7, 2016/02/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Book renter has refunded all the funds disputed. Thank you!

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 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 /* (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 agents. We 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 9 business days (3-7 business days + 2 business days processing)
Express Shipping takes up to 4 business days (1-2 business days + 2 business days processing)
Express Plus Shipping takes up to 3 business days (1 business day + 2 business days processing)

Orders placed Monday-Friday before 10 a.m. Pacific Time have the current and next business day to process and ship. Orders placed after 10 a.m. Pacific Time will process and ship over the next two business days. Our published shipping timeframes are good faith estimates only based on our standard shipping methods. Although 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 time. Unfortunately, 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 [redacted]@bookrenter.com.

Sincerely,
BookRenter Customer Success Team

Initial Business Response /* (1000, 5, 2015/08/12) */
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.
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 waived. This information can be confirmed in their BookRenter.com account.
Regards,
BookRenter Customer Success Team
Initial Consumer Rebuttal /* (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 8/11/2015 was declined. The 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 waived. I do not want to be charged at a future date after the Revdex.com complaint closes.
Final Business Response /* (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 information. Please see the below screenshots.

Regards,
BookRenter Customer Success Team

Initial Business Response /* (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 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 pushed the refund in full last December 17 per our customer's request. The amount should post with 3-5 business days.
Thank you.
Initial Consumer Rebuttal /* (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 full. I was actually charged more than 5.99 for shipping, 6.39 has yet to be refunded to my account. I know that it does not seem like much but that is exactly why it feels like a scam. Imagine if 100, even just 10, people let this go per day; there would be a considerable profit from not fulfilling orders. I will not consider myself satisfied until I have received my refund in full.
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (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 $6.39. The request for the additional $6.39 was not processed on December 17th, it was only processed for the reduced amount. A deposit of the reduced amount was made to my account on December 18th. But to date the additional $6.39 has not been refunded.
Final Business Response /* (4000, 14, 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.
For this customer, our support staff did refund the item in full and the additional shipping cost last 1/17/2016. The credit should post within 3-5 days.
http://www.[redacted].com/help
Thank you!