textbookrecycling.com

Greetings,I do regret the current situation with the customer's buyback transactionHowever, we have policies in place to protect both our customers and our businessPer our policy and terms and conditions on our website, we only pay for books that we actually receive in acceptable conditionWe also indicate that should a customer choose to ship books to us via the postal service, it is their responsibility to purchase insurance protection.Although occurrences such as lost and damaged parcels are relatively rare, we are finding that this is happening with the postal service much more than we would likeIn the past, the postal service has provided a convenient and cost-effective method of shipping for both us and our customersHowever, we're finding more and more that their loss rate is higher than other services, their service is slower, and they do not provide trackable services or insurance under their economy shipping methodsFor this reason, it appears likely that we will forego using the USPS and move all of our shipping towards FedEx, which provides speedy, trackable, and more reliable shipping and deliveryAlthough it may not be as convenient for some customers, we believe it will improve customer satisfaction.In this case, we believe that we need to hold true to policies that are already in placeHowever, we are willing to assist the customer in filing a claim with the postal service.Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business' responseIf you wish, you may update it before sending it.] 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 meIt's just unfortunate that I had to open a case on here for a response as I received no response and only rude remarks via emailThank you Regards, [redacted]

We apologize for the delay Your payment has been made and you should see your check within 7-business days Unfortunately, we are unable to control how quickly these items are sent back to us and in many cases if the items are not verified US copies the publisher never returns them to us and then have all legal rights over the itemsThank you,Customer Service

Hi [redacted] ,My name is ***I am the CEO of TextbookRecycling.com and would like to take the time to address your complaintMy understanding of your situation is that we received a package of books with your return label, however, we received none of the books that you sent to us in your original quoteInstead, a large group of books were received, many of which had no valueI have personally reviewed your order and my understanding from speaking with several staff here is that the package was likely damaged during the shipping processThe employees completed your order per our policy as they have always been instructed to do, which is to process and pay for any books included in an incoming package, and to not [redacted] as received any books that were not includedSometimes customers will not include some books in their original price quote and include othersIn your case, however, it does appear that books were likely lost in transitWhen packages are compromised at postal processing centers, the USPS protocol is to continue to deliver the package with what they determine to be the most likely contents that were originally includedAlthough we can't be certain what happened in your case, it appears likely that they made the assumption that books that were found in the processing center were books that belonged to the package with an address designated for "Textbook Recycling Co."In other words, what appears to have happened is that of the lost contents in their center during the period of time your order was processed, they assigned a group of loose books to your packageIt's likely that someone else's contents were shipped to us in your name, and your contents were sent elsewhereThat is what does happen sometimes.This is a very unfortunate situation and I can appreciate your frustration and anger with this transactionIt did not result in a way that either one of us would have likedI did review the records in our system to see if it was possible that there was a mix up on our part that could have contributed to this issueWhat I found is that there were no quotes in our system around the time of your order for the books that were received by usLikewise, there is no record in our system of the books in your quote being received and processed and applied to another customer's orderWe also have several safe guards in place to guard against the possibility of employee theft, so I see this as unlikely as wellBased on this, I'm left to conclude that the issue was at the postal processing facility and not at our facility.We give customers two shipping options: FedEx, which is insured, and USPS which is notWe do recommend that customers purchase insurance for buyback orders shipped via USPS if the buyback is of higher valueIn these cases, if there is an issue with lost contents or shipments that never arrive, the customer can file a claimAlthough I don't know for certain, from your complaint, I'm guessing that you did not purchase insuranceHowever, you can still file a claim with the USPS with the possibility of them locating the original contents of your shipment and forwarding them to youWe would be happy to assist with this, and can provide them with any information that may be helpful, such as a list of the original books included in your quote and the contents that did not arriveAs for your acceptance of the payment we issued to you, I would encourage you to accept itJust like we received contents that did not belong to you that we are unlikely to discover the rightful owner of, it's a possibility that someone else received the books that rightfully belong to you and you/we may not be able to recover them.I really do regret that this transaction did not go the way we would have likedPlease let us know if you would like us to assist in filing a lost/recovery claim with the postal service.Sincerely,***TextbookRecycling.com

As we indicated before we received books with a different ISBN than the ones we originally quoted onThis can happen if the books have had a sticker with a higher value ISBN placed over the original ISBN to obscure that it is a lesser value edition of the same titleWith regards to the system error the customer has said she experienced we can't replicate that within our system and our email logs indicate that indeed the email was sent to give her the option of having the books returnedWe are willing to pay the customer the value of her books as originally quoted minus our average shipping cost per package for buybacks of $The total amount to be paid to the customer would be $

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 However, Textbookrecycling.com is not telling the truth about only receiving booksI sent them books and they are stealing from me The receipt from UPS states that the package weighed 11lbs, and books do not weigh 11llbs This is grossly unethical on their part How can they explain that a package with only books weighed 11lbs, it does not make sense based on the evidence Revdex.com, thank you for helping, but this is an unethical company.Sincerely, [redacted] ***

Good Morning,As our terms and conditions state, we are unable to release funds on books with water damage Upon processing your order you had hours to ask for your book to be returned This process was not completed through our system and the water damaged book has no value to us Please refer to our terms and conditions for further clarification.We are in the process of updating our Revdex.com grade on our site, apologiesThank you,Customer Service

Complaint: [redacted] I am rejecting this response because: It is quite obvious you are not willing to help or provide useful customer supportI read through your terms and even your classification for each condition of a used book to make sure mine was adequateI went through the entire book before sending it in and there was no water damage, only a couple pages wrinkled/worn from use and some pencil marks opposite the spineCollege students already get used enough for massive textbook prices which can only be resold at a maximum of 1/the price no matter the condition, adding this is not something I want to doI just want to be able to afford my books for next year Sincerely, [redacted]

We apologizeThis was our mistakeThe customer has been paid via [redacted] in full as of May 25th

Complaint: [redacted] I am rejecting this response because: The emailed me and said that some had no supplement code, which I understandBut told me my other orders had water damage which is absolutely not trueOnline there have been more than star negative reviews over the years all claiming the same thing, that the company has said that the customers books were water damagedAs far as those books that disappeared, what am I suppose to do? This business has some a shady past with customers Sincerely, [redacted]

Terms and conditions are clear in stating we do not accept water damage- although we do offer an automated way to have your book returned in hours An email is automatically sent to the email you register in our system Our system does not indicate that you took the needed action to have that item returned to you We are unable to release payment for books that have damage, nor send the item back to you as the hour timeline has lapsed and the book has been disposed it has no value to us in the damaged condition received Thank you, Customer Service

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 It seems that this was an unfortunate series of events and there is no way I will be able to get my textbook backI will terminate my attempts to resolve the situation, and will no longer do business with TextbookRecycling.com Thank you you for your help Sincerely, [redacted]

We are sending back the books we receivedAt this point we have paid to have the books shipped to us, paid to have them shipped back and have had to spend significant amounts of time dealing with the customer's complaintIt is hard to understand what sort of 'scam' we would be perpetuating It is worth noting that the customer previously sold us books and was seemingly satisfied with that transactionIn this case we received water damaged books and as per our terms and conditions are unable to pay for those books

Complaint: [redacted] I am rejecting this response because:In your emails to me you said that I was going to be told when you heard back from the publisher on whether the books were marked as counterfeitIn my multiple emails to you, you responded that you have never heard back and would tell me when you didI want proof that the books were sentYou have to have some kind of record that you sent the books off to the publisher and I want thatYou have been very unhelpful and then just stopped answering emails until I complained to Revdex.com (by the way, your rating is a B, so you should be truthful on your website and take down the A+ rating)You have no right to send the books I paid for to someone else without providing me with proof that they were sentYou also told me that I shouldn't contact the person I bought the books from until I heard back from youStill no work from you except this less than helpful commentSend me proof that the books were sentIf the books are counterfeit than I don't expect money from you, but you better provide proof that they are because I am not taking your word for itYou've been nothing but dishonest Sincerely, [redacted] & [redacted]

Complaint: [redacted] I am rejecting this response because:The book I sent did NOT have any water damage and was in perfect condition.The company is being dishonest in claiming that the book was damaged and I question how many other people they are lying to in order to keep their books and not pay the people the amount they have quoted I would never have sent in a book that was water damaged because I KNOW no one wants to purchase a damaged book This was in mint condition--NO water damage, no highlighting, not even pencil in the bookIt was read for one semester and then sold back in the same perfect condition I purchased it in Sincerely, [redacted]

It has been two weeks I have not had any update on my book or my money and I’m starting to get super frustrated. I could not email customer service because it keeps saying error... seems like a scam.

We regret that our customer, the complainant, is unhappy with her orderThe central issue is there was not an exact match of the ISBN she used in her online price quote and the ISBN of the book we actually receivedHer online quote of $for ISBN [redacted] is for the following item: Introductory Chemistry, Books a la Carte Edition & Modified MasteringChemistry with Pearson eText -- ValuePack Access Card -- for Introductory Chemistry Package by Tro, Nivaldo J Prentice Hall What we received is ISBN [redacted] for the following: Introductory Chemistry, Books a la Carte Edition (5th Edition) by Tro, Nivaldo J Prentice Hall with a value of $14.21.As we state on our website, quoted prices are honored when an exact match exists between the book quoted and the book receivedWe also state that when the book received is not an exact match, it will be searched in our database, and if we are purchasing it, we pay the current price for itThis explains why two books appear in the customer's order, as we added the book we received so we could pay her for itPerhaps our customer thought we said that she had sent two books (which we knew she hadn't), when we were in fact saying that there were two books in her order because we added the book we received.Her complaint states that the code for the book was the same, which we do not entirely understandIf by "the code"she means that the ISBNs are the same, that is not the caseThough the ISBNs are for very similar books, they are not a matchIf the customer means that "the code" is the access code that is part of the text/access code package she was quoted a price for, that is incorrect in that there was no access code with the book she sent to us.Our notes indicate that our customer service representative did speak with the complainant about this order and the complainant hung up on our representativeWe have emailed the customer about this order in the hope that we could speak about the issue and, if possible, find common groundWe also left a voice mail with the same hope.We regret the misunderstanding about this order and welcome the opportunity to provide any additional information that may be helpful.Thank you

All books were available to be returned within hours of processing your orderItems that we received were Instructor's Editions, which had stickers covering that language- We do not resell Instructor's editions and they have no value in our system and One item that had water damageOur terms and conditions clearly state that we do not buy these itemsAs a one time customer courtesy I have asked our shipping department to attempt to locate your book and return them to youThank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved] Revdex.com, I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear below.While I disagree with your policies, the real issue here is that you required me to pay an exorbitant shipping charge to get my books back and stated that you would "dispose of them" if it was not paidIf that's not being held hostage I don't know what isEither way, it definitely doesn't cost $to ship a box of booksI've shipped a significant amount in the past, and even an extremely heavy, high value box costs less than that through a carrier with insurance (ie FedEx or UPS)Media mail is extremely cheap and comes with no insurance whatsoever, so charging $for it is a huge ripoffI didn't realize Textbookrecycling was out to make money in the shipping industry as well as through buying/selling booksIt really explains why you wouldn't use a prepaid label that I offered to provide you withOverall just a terrible experience and to date there has been no resolution yetMy books took forever to ship and were sent to the wrong address since Textbookrecycling didn't verify the shipping address prior to mailingThat would be a good procedure to implement, as well as not ripping people off on mandatory shipping charges in order to receive their own property that Textbookrecycling decided not to purchase at the pre-agreed prices Regards, [redacted]

Items that are sent to Publishers do take additional time to be verified and sent back to our facility, this is out of our control We will release funds asap, but must get verification from the publisher Thank you