Booksrun.com Inc.

The customer did create a buyback order on our website on 01/**/quoting two booksHowever, when we received the package (which was undamaged, as confirmed by ***) on 01/**/2017, there was only one book inside, and we issued the payment for it in the amount initially offeredRight after that
(on 01/**/2017) the customer contacted us with the inquiry about the order and received our answer the next business day (on 01/**/2017)As the conversation progressed, we explained the situation, provided the customer with our phone number, sent the video from our processing facility that clearly shows that the package was intact and there was only one book insideRespectfully, BooksRun

Dear ***,We take all the information regarding the weight of the items directly from the *** website.The weight must have changed on the *** website since January when the order was created.Even though the supposed actual weight of the package (according to the updated information) exceeds the one that was initially stated on the shipping label, it does not mean that the actual weight of the package upon the delivery either corresponded to the one stated on the label or exceeded it.One more point to consider is that the post office in Staten Island carefully weighs all *** packages received and if the weight of the package exceeds the one stated on the label, the "Return to Sender" is immediately processedIf the package indeed contained the book "Brief Applied Calculus" (with its actual weight in the amount of lbs), then it either would have not been accepted in the first place or would have been returned to sender. We would have gladly returned the book, but, as we have stated before, we have not received itAs we have suggested before, you can either file a police report or submit a missing item search claim with ***.Regards,BooksRun Customer Support Team

Dear ***,Please clarify whether you would like to verify your email address and claim the payment via *** (which has been issued on 06/**/2017), or have it cancelled (and have the payment sent by check)If you choose the second option, please provide the addressYou can receive more information by writing to ***Best regards,BooksRun Customer Support Team

Dear * ***,We are sorry that you've had such a negative experience doing business with our company for the second timePlease let us please clarify the whole situation in question.Initially, there were quoted copies of the item Stats Modeling the World, 4th Edition ISBN: *** inside
your order #***According to FedEx tracking number *** provided with the prepaid shipping label, the package was delivered to our facility on 07/**/2017.While processing the order, we identified the items received as copies with the title Stats Modeling the World4th Edition and ISBN: *** that are totally different from the quoted ones. According to our Terms & Conditions, "Price quotes might be adjusted in following cases: Item ISBN is different from quoted" which is exactly the caseThus, the final quote for the order was adjustedThe amount of the adjustment is estimated on the basis of the current sell prices on the textbook market, and when the books sent by you were received, this sell price was close to $0.00, so the books could not be accepted.On Wed, Jul **, 2017, the confirmation letter was sent to your contact email stating that the quotes had been adjusted due to a different ISBNAnd even though we stated that the items will be kept only for hours, in reality, the order stayed on hold till Fri, Aug ** This period was extended specifically for your order so that you could make a decision or contact us regarding your order and its returnHowever, we received no inquiries from your side, and the order was processed automatically by our systemWe also would like to note that the hours period is stated not only in the letter about the quote adjustment that we send but also in our Terms & Conditions, which you have accepted by confirming the order the first time you were selling books to us.Our return policy is also stated in our Terms ConditionsWe also understand how frustrating it is to pay for shipping of the item back, but please try to understand our position on this matterWe provide prepaid labels for all our buyback orders and lose significant amount on shipping and handlingThe return shipping fee of $for the first book and $for each item thereafter includes: 1) shipping from customer's address to our processing facility; 2) shipping from the processing facility to the customer's address; 3) handling; 4) packagingNotwithstanding, as a one-time courtesy we occasionally offer our new customers a free of charge return of the items that had their quotes adjustedAnd we would have gladly done it for you, if only you had contacted us about this matter at least within a week after receiving the letter about the quote adjustment.As newcomers to this market, we are eager to provide good service to our customers, and we have no interest in deceiving or holding the payment from clients as we strive to earn a reputation among other established buyback companiesWe highly value your opinion and appreciate your suggestionsWe will take all the information mentioned by you into consideration and continue working on improving our services.If you have any other suggestions that would help us become a better company, please send them directly to us and we will do our bestThank you for understanding.We apologize for any inconvenience and do hope for you understanding regarding that issue from our perspective.Best regards, DariaCustomer Service Department

[redacted] The book was sent to us by the customer on 05/**/2016 ([redacted] tracking numbe[redacted], order #[redacted]). During the inspection on 06/**/2016 the book was determined to be counterfeit. BooksRun refrains from...

buying illegally produced copies and does not provide payment for such. The customer requested a return, and the book was sent back on 06/**/2016 with a [redacted] tracking number [redacted] and delivered to a customer's address on 06/**/2016. Sent on: 6/**/2016 5:48:22 AM Sent by: [redacted]

Dear Customer, we are very sorry to hear that you've had such a negative experience. We've looked deeply into the matter. The package was sent on 05/**/2017, received on 06/**/2017, and paid on 06/**/2017 in the amount initially quoted: $41.67. We do, however, admit, that a slight delay happened (4...

business days) between the moment the order was delivered to Staten Island and received at our processing facility due to the work of the mail carrier and a high volume of buyback orders; for that, we apologize. The whole process takes time because the book is being delivered, then received and processed, and only after that paid (within 4 business days after receiving the "processed" status, as promised). Once again, we are sorry about any inconvenience caused. Best regards, BooksRun Customer Support Team.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
As they mentioned in their response about providing a video, which is true. I haven't been able to actually view it because the link doesn't allow me. I have contacted them about the video not working and they completely ignored that email like they have ignored several of my other email's. I've called several times and they never answer the phone. I'm also in school and don't have the time to call several times a day until they pick up. I know for a fact I sent two books in that "undamaged" package. Had I known this company would have scammed me, I would have made a video of myself sending both books. Unless that package was damaged, I don't understand how they received one of the books that was sent with two. It's also even more interesting how the more expensive book is the one that went missing. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

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No, I don’t think my complaint has been resolved because I am still missing a book that I sent in the same package with other book that you received. First, lets start off with that fact that you’re actually incorrect about the weight of "Brief Applied Calculus” because I searched [redacted] and the weight for that book is 3lbs not 1.5lbs. I have a screen shot attached for you to take a look and search up for yourself. Secondly, yes the package was a 1 lb. heavier then what you guys covered, But they let if go through either way. They did me a favor because you guys weren’t capable of doing simple research to get the weight correct and I would have had to of paid the difference (very professional by the way). Lastly, the tracking number is out of my realm of knowledge because I have no control over that and don’t understand why they don’t match up. They could have issued me a new tracking number for all I know. Believe when I tell you that I have no incentive to lie at all. Look, I just know that I sent that book and I never got paid. Someone has and I don’t know where it is. It would be amazing to get paid or simply have my book returned to me. Thank you.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by BooksRun.com regarding complaint ID [redacted].Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I have not received my check for books sold. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We do indeed buy used books, however, they are all received in different conditions. In order to determine which category the textbooks we receive fit, we...

use [redacted] guidelines. The simplified version of those is presented on our website in our Terms & Conditions. Our processing department carefully inspects each and every book and distinguishes the items in accordance with a wide range of features.As for water damage, unfortunately, we do not pay initial quotes for the textbooks that are received with signs of water damage, as it is stated in our Terms & Conditions (bullet point #5). Sadly, we also do not have any opportunity to check and know for sure what exactly happened with the book in the process of shipping, however, the customer's textbook was delivered with the water damage stated. As a rule, we do not purchase items that have any water stains and curled pages, because such items are not eligible for buyback program as the price applicable for them is too low and they are not desirable by wholesalers and individual buyers. In some cases, the water damage itself may be minor, but even such signs of it significantly affect the final price of the book, especially considering the fact that the book is used and not actually brand new (an unopened item in its original packaging). Our processing department carefully inspects each and every item, and we always calculate the price of the items received with any kind of damage for all our buyback orders. However, after receiving the complaint, we immediately deeply investigated the matter with the order and, as a one-time courtesy due to it being the first order and the minor signs of water damage, paid the initial quote on 06/**/2017, when we issued the payment by check. For our customer, we have made an exception, which makes this complaint irrelevant to the case with the order itself. We always deal with issues depending on the particular case with the order, always take responsibility for mistakes (if there are any), and always make decisions in behalf of our customers.As newcomers to this market, we are eager to provide good service to our customers, and we have no interest in deceiving or holding the payment from clients as we strive to earn a reputation among other established buyback companies. We highly value opinion and appreciate suggestions of our customers. We always take all the information mentioned by into consideration and continue working on improving our services.

Revdex.com:At this time, I have not been contacted by BooksRun.com regarding complaint ID [redacted].  Since my initial complaint, BooksRun issued a payment of $32.00 via [redacted] for the one textbook that they admit to receiving.  Per my request with the Revdex.com, their offer of...

$32 was much lower than the initial agreed-upon payment for that book, and I never agreed to settle for $32 - instead, I asked that the textbook be return shipped to me.  Moreover, they never communicated with me regarding the textbook that was supposedly lost in the mail.  Very frustrated and disappointed.Sincerely,
[redacted]