Strayer Book Store

Dear [redacted]:
Please see below the email that one of our Customer Service Representatives sent the student, [redacted], yesterday, after their telephone conversation. The student was pleased with the resolutions.
In addition, I've pasted the UPS Label information...

that was sent to the student in order for her to send the buyback book to us.
Thank you for your time.
[redacted] 
[redacted]
Dear [redacted]: 
Thank you for taking my call this afternoon. As discussed, we wish you had contacted us at the outset when you received a shipment you were not interested in keeping, for we strive for client satisfaction and can make exceptions in certain instances. For example, although the return requirements state that the shrink wrap should not be opened, based upon your case we can accept the return even without the shrink wrap. The isbn provided was a custom package isbn which includes two books established by the publisher so as to provide a better, lower price. Regarding the used book you wish to sell as a buyback, as discussed we will purchase the bundle as a buyback at the price of $45. Attached is a label for you to ship the buyback of “Professional Communications” to the distribution center and a check will be mailed to you shortly after our receipt. 
I am pleased that once we communicated we were able to handle your requests. As I indicated, if at any time you have any questions or believe the bookstore needs to handle any matter, please use the 'Contact Us' feature on the virtual bookstore and we will address immediately. Thanks 
[redacted]
UPS Label Delivery, [redacted]
UPS Returns Label Delivery
[redacted]

Review: I attend strayer university online and for the spring term 2014 I was required to purchase 2 books and I was given the link to the strayer book store online and was provide with the texts that I was required to have for my classes. When you click on the text info, it gave you the ISBN #'s and they were different than the ones the students had from the previous quarter, so I purchased the 2 books brand new at full value from the school store. Then when I received them, I discovered that the ISBN that was listed on the website was on a sticker that was stuck on the outside of the shrink wrap that the book was wrapped in and it was covering the actual ISBN of the book. So when I opened the shrink wrap and discovered the actual book ISBN was the one everyone else had, I was upset, and unable to return b/c I'd opened the shrink wrap. It was a scheme to get students to pay full value. Then the term was over and I got an email that a book was eligible for buyback from that book store, so I entered the ISBN from the shrink wrap, since that was the ISBN they sold me, and when I sent the book back, they said it was an invalid ISBN and that it didn't match. Duh!! Thats what they did to me, they ripped me off, and then denied my buyback b/c they ripped me off in the first place! Then for almost a month I was told my book they rejected was on its way back to me until yesterday when I was told I had to pay for return shipping. I got "my" book back today and it is old, beat up and NOT my book. My book had NO markings in it, and this has highlighting in it!! They deceive their customers, lie to them, and then do not have a full proof system to send them back their actual books, and Im out the full value of the book. How can a company get away with scamming students like this?? I will spread the word through social media and NEVER buy from them again!!Desired Settlement: I'd like the money back for the buyback for the ISBN that I entered. Its not my fault that you tricked me and sent me a book with a ISBN on the outside that you put on that is different from the book on the inside. I did my part and would like my money and my shipping cost from when I had to ship it back to myself REFUNDED.

Business

Response:

Dear [redacted]:

Please see below the email that one of our Customer Service Representatives sent the student, [redacted], yesterday, after their telephone conversation. The student was pleased with the resolutions.

In addition, I've pasted the UPS Label information that was sent to the student in order for her to send the buyback book to us.

Thank you for your time.

Dear [redacted]:

Thank you for taking my call this afternoon. As discussed, we wish you had contacted us at the outset when you received a shipment you were not interested in keeping, for we strive for client satisfaction and can make exceptions in certain instances. For example, although the return requirements state that the shrink wrap should not be opened, based upon your case we can accept the return even without the shrink wrap. The isbn provided was a custom package isbn which includes two books established by the publisher so as to provide a better, lower price. Regarding the used book you wish to sell as a buyback, as discussed we will purchase the bundle as a buyback at the price of $45. Attached is a label for you to ship the buyback of “Professional Communications” to the distribution center and a check will be mailed to you shortly after our receipt.

I am pleased that once we communicated we were able to handle your requests. As I indicated, if at any time you have any questions or believe the bookstore needs to handle any matter, please use the 'Contact Us' feature on the virtual bookstore and we will address immediately. Thanks

UPS Label Delivery, [redacted]

UPS Returns Label Delivery