Rentu.com LLC

Complaint: [redacted]
I am rejecting this response because: I would like proof. Please attach a picture of the textbook. You did not answer all of my questions that I asked... why not? Also, what are you planning to do with the textbook? Are you planning on turning the textbook into the police since you claim that it should not be around circulation? Here is the issue: I received horrible customer service, my questions are not all being answered, it is quite clear that the textbook was not inauthentic, and the company has not been honest or ethical. I would appreciate if you would please refer back to the message before this one (and all of the other messages, but I will settle for just the message before this one) and answer all of my questions rather than avoiding them. I would appreciate a refund, if not for the false claim that the textbook is inauthentic, then for the awful way you have handled the situation/horrible customer service.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Rachel S. Said the only reason they aren’t accepting it because there are “missing pages”. I do not believe that one bit. I asked her for pictures of the missing pages and she has yet to give them to me and said I may not even receive them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I contacted the seller of the book. They reiterated to me that the book is custom-printed for the university and that the explanations given seem to describe the soft-cover version which is also in sold at the university. I asked why they thought that, and they said the flat spine issue sounds like it describes the soft cover version. The book in question is hard cover.Again, it is impossible for me to take the book to the school for inspection as I "supposedly released the book to Bookbyte." I don't want to go much further with this. I feel I have been scammed and want my voice heard.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:There is still no evidence regarding my specific book. The response basically just repeated the fact that they have a certain criteria they look for (which I STILL don't feel like applied to my book). They can still just claim that any book is "inauthentic" with their own "inspectors" and provide customers no evidence of their claim and keep whichever books they want. Even if they do reserve the right to remove inauthentic books from circulation, I still have zero proof that my book even is inauthentic. I still feel like this is no way to run a business, and it just feels sneaky. They don't even notify the customer that the book was inauthentic, and then they claim that their own inspectors are the ones who decided this. 
Sincerely,
[redacted]

Hello [redacted], When you place a buyback order, you are given a quote based on the ISBN(s) that are entered. This is not a guarantee you will receive this amount as all books are inspected upon arrival. By clicking "checkout" during the order process, you acknowledged and agreed to our buyback...

policy and Terms & Conditions (see attachment).  You can view our buyback policy in full here:  http://support.bookbyte.com/support/solutions/articles/6000111839-buyback-policy...⇄ Buyback team also inspected your item; [redacted]; and found it to be an inauthentic copy.  Your Bookbyte account was updated to show this item status on 5/10/2018.  Unfortunately, purchasing a book from a bookstore does not guarantee that the book will be an authentic copy. Bookstores receive inventory from various third party sources.  Upon receiving books, our Buyback team first checks the ISBN on the book to ensure that it's the same as the ISBN on the order. Then they check the condition of the book. When checking the condition of the book, they also check for book authenticity. Because of the rising costs of textbooks, there are currently many scams/companies that print and sell illegal copies of textbooks. Some indicators that books are inauthentic are:  Poor binding  Different/lower page quality Printing quality Printing dimensions Front and back cover art distorted/mis-aligned  If we find these indicators, we then compare it to an authentic copy of the book and if it doesn't match then that is when it's flagged as an inauthentic copy. Per our Buyback policy, "Bookbyte reserves the right to inquire how items were originally acquired and request proof of ownership. While under investigation, payment may be delayed or withheld. Any items submitted to Bookbyte that are determined to be illegally obtained or printed will be surrendered to the proper authorities (i.e., law enforcement, publishers, or retailers)."As outlined in our policy, we are unable to send books back.  Per our Buyback policy: "Any items determined to be inauthentic will be surrendered to the proper authorities." I would advise you contact the bookstore you ordered this item from for reimbursement. Please contact our Customer Service department directly by emailing, [email protected], if you have any further questions or concerns.  Thank you, Bookbyte

Hello again, All of our books are received, processed, and stored in a separate warehouse. Because we have no access to the book itself, we can not send pictures of it. Our processing team does a double check on every book that is deemed inauthentic. We look for several factors when determining if a book is authentic or inauthentic. If a book meets the criteria for being an inauthentic book, it is marked inauthentic and then sent to a second quality check to ensure that it is in fact not an authentic book. Each book that our warehouse finds to be inauthentic has been inspected twice.  We have provided the details you requested regarding indicators for your item. Per our Buyback policy, "Bookbyte reserves the right to inquire how items were originally acquired and request proof of ownership. While under investigation, payment may be delayed or withheld. Any items submitted to Bookbyte that are determined to be illegally obtained or printed will be surrendered to the proper authorities (i.e., law enforcement, publishers, or retailers)."  You are welcome to view this information here:  http://support.bookbyte.com/support/solutions/articles/6000111839-buyback-policy...⇄ buyback policy also outlines "Transfer of Ownership."  Upon receipt of a shipped package into Bookbyte’s warehouse, ownership of the contents of the shipment transfer completely and wholly to Bookbyte. Bookbyte reserves the sole right to determine the value and condition of any included items according to its own standards and policies. Bookbyte also reserves the right to resell, recycle, or donate any item obtained through a buyback shipment.  By submitting your order, you agreed to and acknowledged the policy as previously stated.   Thank you,  Bookbyte

Hello, When you placed the buyback order, you were given a quote based on the ISBN that was entered. This is not a guarantee you will receive this amount as all books are inspected upon arrival. Upon receiving your book (CONCEPTS IN FEDERAL TAXATION 2018 ED), our Buyback team found that it is...

missing pages. Unfortunately we are unable to resell books that are missing pages therefore we unfortunately can not purchase them. Per our Buyback policy: "Textbooks with excessive writing and highlighting, missing or damaged covers, missing pages, excessive odor, obscured text, or stuck-together pages have no resale value and will be recycled if sent." You can find that information at this link.  Thank you,  Bookbyte

Hello,  Our records show your order #[redacted] was placed on 12/30/2017.  [redacted] tracking records confirm the package was shipped on January 2, 2018.  Our records show your Bookbyte account was updated on 1/22/2018 to show the item was "rejected."   Regardless of...

whether the textbook you are selling is in new or used condition, we offer the same quote.  We do encourage customers to take the proper precautions with their shipping company and to purchase optional insurance through [redacted], as we cannot pay for books that are lost or damaged before they reach us. When orders arrive to our warehouse, the order ID and number of books enclosed is documented. If a box is damaged upon its arrival, photos are taken to document this as well. There are no photos of your order which means the shipment was intact upon arrival. As stated in our policy, Bookbyte is not responsible for any damages that may have occurred while your shipment was in transit. Our returns team takes great care in processing each shipment received. Upon inspecting your shipment, they found the binding was damaged, preventing normal use of the book. Since we are unable to resell books that can not be used, we unfortunately cannot purchase them.  Unfortunately, per our Buyback policy, we are unable to send books back. Books that are rejected are either donated or recycled. Our Buyback policy specifically states: "Books with no resale value will be recycled or donated to charity." Per our policy, upon receipt of a shipped package into Bookbyte’s warehouse, ownership of the contents of the shipment transfer completely and wholly to Bookbyte. Bookbyte reserves the sole right to determine the value and condition of any included items according to its own standards and policies. Bookbyte also reserves the right to resell, recycle, or donate any item obtained through a buyback shipment.   By clicking on the "checkout" button and placing the order, you acknowledged our policy and agreed to the terms & conditions within that policy.  You can find our full Buyback policy at the following link: http://support.bookbyte.com/support/solutions/articles/6000111839-buyback-policy...⇄ have requested pictures of the damaged item from our warehouse.  Please be advised this request may take 7 - 10 business days to process and does not guarantee pictures will be available.  Thank you, Bookbyte

Thank you for reaching out to us regarding your buyback order # [redacted].  When you placed the buyback order, you were given a quote based on the ISBN that was entered. This is not a guarantee you will receive this amount as all books are inspected upon arrival. Our records indicate the ISBN you...

entered ([redacted]) was for the STUDENT edition which is what we quoted for. Unfortunately, the item we received is an Instructor edition (ISBN [redacted]). Unfortunately, we no longer accept instructor editions of any type. All types of instructor editions will have two ISBNs printed on them: one for the student edition and one for the alternate edition. It is sometimes difficult to tell which ISBN is the correct one if looking at the back cover, so we recommend checking the book’s title page for the correct ISBN. Be sure to pay close attention to the title and description of the item in your cart when selling, to make sure it matches up with the textbook you are selling. Per our Buyback policy: "We no longer purchase or accept instructor edition textbooks of any kind, including annotated or non-annotated instructor's editions, or free or complimentary copies." You can find our full Buyback policy here: http://support.bookbyte.com/support/solutions/articles/[redacted]-buyback-policy

Hello and thank you for contacting us.  I apologize for the miscommunication.  Your order was auto-cancelled when the Student Marketplace Seller failed to update your order to shipped within 3-business days.  Our system would have generated a cancellation email to let you know the...

order was not fulfilled by the Seller.  Unfortunately, it is not uncommon for our emails to be filtered out as spam or junk mail.  When the order was cancelled, the original credit card transaction was voided rather than refunded (see attached).  The original transaction should no longer appear on your account.

Complaint: [redacted]I am rejecting this response because:
Further communication with Ms. [redacted] has indicated the $10 late fee will not be charged. Please verify as there is now inconsistencies in your communication.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I sent bookbyte.com the following email:"Please do not destroy/recycle my book. Return it to me immediately. You are absolutely wrong about the condition of this book, as I thoroughly inspected each of the books I sent to you and this book was in excellent condition, and was not damaged in any way whatsoever, as you state. If you must charge me for shipping, let me know the cost and  I will pay for it". They then sent me the same form letter that they responded to you with. Therefore, I will explain again why I am filing a complaint against this company. They refuse to pay me for a book I sent to them that was in excellent condition, nor will them return it to me even though I am willing to pay for return shipping. All other book re-sellers return books that they decline to buy and most if not all pay for the shipping back to the sender. None of the other book buyers refuse to return books that they decline to buy.I wish I had read the numerous negative reviews of this company before I did business with them. If I had, I would have avoided them completely. According to many of the negative reviews of bookbyte.com/rentu, they have used this same tactic often on others, where they fraudulently claim that a book that is actually in excellent condition is damaged,then they refuse to return it and keep it so they can re-sell it for a profit without any payment to the original seller. This is fraud and theft of property. I either want payment for the book I sent to them for the price I was quoted of $50.75 or I want the return of my book.Sincerely,[redacted]   
Sincerely,
[redacted]

Hello, I apologize for any inconvenience or confusion. When you placed the buyback order, you were given a quote based on the ISBN that was entered. This is not a guarantee you will receive this amount as all books are inspected upon arrival. Upon receiving your book, our Buyback team found...

that the book contained binding damage which prevents normal use of the book. Since we are unable to resell books that can not be used, we unfortunately can not purchase them. Per our Buyback policy: "Textbooks with excessive writing and highlighting, missing or damaged covers, missing pages, excessive odor, obscured text, or stuck-together pages have no resale value and will be recycled if sent." You can find that information at this link. Please let me know if you have any further questions.  Sincerely, Rachel S. BookbyteCustomer Solutions Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I am truly satisfied with how bookbyte reps helped me resolve my case.  Nothing was reported to any credit bureaus in fact they contacted me the second day and resolved my issue on the 3rd day. The reps sent me letters of confrimation that all matters were resolved in a timely manner. I will certainly give them more business in the future and recommend them to friends and family. Please post this message for me as I was a little busy last week due to the long weekend. Thank you Revdex.com and thank you Bookbyte.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  We sent a nearly new book.  The binding was perfectly in tact.  If the shipping package was in tact, any damage would most likely be the fault of Bookbyte.com.  I have sold many books and have never had any such issue with [redacted], etc.  They failed to notify of this, and I had to notify them.  I had to contact them over and over before they sent a picture of a book with damaged binding that could have been someone else's book.  Further, they could have damaged the book.  And, given the amount of reviews I have seen online, I believe they purposely claim damage to maximize their profit.  We sent in a perfectly pristine, barely used book.  They are likely scamming sellers.  
Sincerely,
[redacted]

Regarding Revdex.com Claim: [redacted]Hello,Thank you for contacting us in regarding to your order # [redacted]. Our records show that you place a rental order on 5/23/16 for a book title “Foundations of Sport and Exercise Psychology, by Weiberg, 6th Edition”. During the checkout process you selected to rent this item for 90 days and you were provided with a due date of 8/21/2016. This means that you should return this order by this date. We do offer a 20 calendar day grace period to allow for shipping and processing time.  This means that your order must be received and processed before the 20th day. If your item is not processed by the end of the grace period then our system will automatically charge you the CTP (Cost To Purchase) for keeping the book. You are welcome to verify this info by following this link to our Rental Terms of use. http://support.bookbyte.com/support/solutions/articles/6000111854-rental-terms-o...⇄ records show that you shipped your book to us after the due date on 8/30/16 and we received it on 9/9/16. Your order was processed on 9/12/16, the same day that our system charged your credit card. We received your Offline Chat Message on 9/12/16 and advised that we issued a full refund of the CTP charge as the tracking showed that we received your order with in the grace period. Our office is open Monday – Friday from 8:30am to 5pm PST and we do offer Customer Service Support via email and live chat during office hours. Please allow 3-5 business days for your bank to post the refund to your account. Please keep in mind the business days do not include weekends or holidays. If you have any further questions or concerns, please feel free to contact me.

Hello, Unfortunately, per our Buyback policy, we are unable to send books back. Books that are rejected are either donated or recycled. Our Buyback policy specifically states: "Books with no resale value will be recycled or donated to charity."  Our buyback policy states: "Upon receipt of a shipped package into Bookbyte’s warehouse, ownership of the contents of the shipment transfer completely and wholly to Bookbyte. Bookbyte reserves the sole right to determine the value and condition of any included items according to its own standards and policies. Bookbyte also reserves the right to resell, recycle, or donate any item obtained through a buyback shipment."You can find our full Buyback policy at the following link: http://support.bookbyte.com/support/solutions/articles/6000111839-buyback...⇄ let me know if you have any further questions.

Our records show that the customer contacted us on 4/26/16 stating they returned their order back to us. Unfortunately the customer never provided return tracking and we never received this order back. The customer contacted us again on 5/12/16 and we advised the customer to contact their local USPS...

office to file a Lost Package Claim to help recover their order. The customer stated they would file and claim and keep us posted. We never received an update on that claim. Unfortunately we are unable to refund an order that was never returned.  Attached you will find the original transaction detail that will show you that the customer was provided with the T&C and return instructions at the time of purchase. Attached you will also find tracking info that will show you that the customer received this order.
 
 
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Regarding Revdex.com Claim: [redacted]
Hello,
Thank you for contacting us in regarding to your order # [redacted]. I apologize that our reps have not gotten to your emails yet. We are experiencing a high volume of emails. Our records show that your order was due on 12/19/2016. The tracking indicates that we received your rental at our warehouse on 12/29/2016. Unfortunately, our returns department is experiencing high volume due to the peak season and has not processed your rental. After 20 days past due, our system automatically charges the CTP (cost to purchase). As a courtesy, I have refunded this charge today. It may take your bank 3-5 days to post the refund to your account. Please keep in mind that we may need to rebill should we process your rental and receive the item in an unacceptable condition.
We apologize for the confusion with this matter.
Second Reply:
Thank you for your response to our message. We have refunded the CTP charge as of 1/10/2017. Please allow 3-5 business days for your refund to post to your bank account. Your rental status should be set to “resolved” in your Bookbyte account at this time. At this time, no further action is needed.

Complaint: [redacted]I am rejecting this response because: I believe this is issue is being resolved now. The company finally emailed me back and informed that it was a mistake and they will refund my money.
Sincerely,[redacted]