textbookrecycling.com

Complaint: [redacted]
I am rejecting this response because:The continued assertion that nothing below industry standards occurred during this transaction is disheartening, but certainly not unexpected. One would assume that those in your organization charged with evaluating received books would log specific annotations on the condition of each book. If my book was received with the pages falling away from the cover, it is also reasonable to expect that some record of this would have been offered as a direct rebuttal to my previous message and accompanying photos. It was not, and anything subsequently offered would deserve a healthy dose of scrutiny for authenticity. Truth is that I wouldn't care if I simply received $1 for the book, because the money isn't the point here. My life doesn't depend on the $39. There needs to be an acknowledgment on the companies part of the wrong doing that occurred here. My book was destroyed. I didn't do it, it wasn't the mailman, or the [redacted], or [redacted]. It was someone at TextBookRecycling. I will not accept any resolution from the company that does not include some compensation for the damage.
Sincerely,
[redacted]

Terms and Conditions are quite clear.  Unfortunately, we are only able to release funds on books that meet our condition standards.  This item had water damage with no damage to the packaging.  We offered to send the item back, the customer refused.  We did not receive the merchandise in a condition that could be resold.  We do not submit pictures as the customer has the opportunity to have the item returned, taking pictures would only delay payments further.  Thank you,  Customer Service

Complaint: [redacted]
I am rejecting this response because: I want my textbook back if you are not giving me full credit. I did not respond within 72 hours because I had filed this complaint within minutes of receiving the email and you took a while to respond. At this point I will pay to have the book shipped back. If it is not received back as I sent it (meaning your company caused damage-since I mailed it without water damage) I will be reporting the further fraudulent activity. Please get in contact with me or reopen the order so that I can put in my credit card info for the return. Seeing the number of complaints that your company has received on Revdex.com leads me to believe you commit these types of scams often. 
Sincerely,
[redacted]

Please let us know which Buyback number orders you are inquiring about, I would be happy to look into these orders.  When verifying with the publisher, we will not release funds unless the publisher returns the item to us as verified copies.  All other copies that can not be verified are...

returned to the publisher. Thank you,

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

As promised, books were received back from the publisher.  Payment has been submitted to our accounting department and payment will be made by the end of the day Monday 5.8.17  Please note, we are unable to process or pay for items until the publisher returns them to us notifying that they are verified copies.  We are unable to control the time it takes for publishers to return the books.  We appreciate your patience. Customer Service

We regret that you do not yet have your payment in hand. You exchanged multiple emails with us regarding the issuance and mailing of your check, most recently on March 25th. Payment was issued on March 1st and mailed the following day to the address you provided in your order.  As we state...

on our site, checks typically can take 5-10 days to arrive. When your check did not arrive by the week of March 21st you contacted us and we confirmed the check had been mailed and confirmed the mailing address we had used was complete, current and accurate. You confirmed the address and asked us to re-issue payment, which we did the next business day, March 28th. That check has been mailed and should arrive within 5-10 business days.
After requesting us to re-issue payment the first check did arrive and you asked if we could reverse the stop payment that had been placed on it. We said that our bank did not allow a reversal of stop payments on checks, and in the interest of getting you your payment as quickly as possible, offered to send you an electronic payment through PayPal. You declined. Your reissued check is in transit to the address that you confirmed.
Thank you.

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 counterfeit. In my multiple emails to you, you responded that you have never heard back and would tell me when you did. I want proof that the books were sent. You have to have some kind of record that you sent the books off to the publisher and I want that. You 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 sent. You also told me that I shouldn't contact the person I bought the books from until I heard back from you. Still no work from you except this less than helpful comment. Send me proof that the books were sent. If 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 it. You've been nothing but dishonest.
Sincerely,
[redacted] & [redacted]

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.
The company literally sent me a message on the same day that they were contacted by the Revdex.com. I think that if I had not made a complaint, I wouldn't have heard from the company so soon if at all. In the end, I was able to receive the full compensation for one of my books on 07/27/2017. The other book that they "had a problem with" was changed to a $0.00 price quote and I was able to pay the $3.95 fee to have it returned to me and I already had the tracking number for it and it is on its way back to me. The only thing I can say about that one is I still believe the price quoted was unfair. I know exactly what was wrong with the book. It is originally a $200.00 nursing book and it has ONE of the pages torn, not completely torn out, just torn about half way, and I taped it back. So for a $200.00 book with a page that is torn but still intact with the book, I do not believe that it should render the book as trash. That is crazy and basically highway robbery. They would have kept the book for free and would have resold it in poor condition and would have made money off of it. But still, I am glad this has been resolved and I can now get my book back and sell it elsewhere. Thank you for making it possible for me to get a resolution to my problem. 
Sincerely,
[redacted]

As per our terms and conditions the book was rejected due to water damage. After it was rejected the customer was informed via email as to the reason the book was rejected. The book was placed on a 72 hour courtesy hold and the customer was informed via email that the book would be returned for a $3.95 shipping and handling charge. We didn't hear from the customer within that 72 hour time period and as a result the book was disposed of.

We spoke with the complainant on Saturday, 2.13.2016 and made arrangements to return un-purchased books and issue payment for purchased books.  A tracking/insurance number for the return shipment will be emailed to the  complainant, [redacted], tomorrow when the books ship.Please...

let us know if we can provide any additional information.Thank you.[redacted]Textbook Recycling Co.

Thank you for your patience.  Your item was returned as a valid copy from the publisher and payment should be issued first thing Monday morning.  Thank you.

One out of two books we received was water damaged. There was no visible damage to the packaging. As per our terms and conditions we refused to accept the water damaged book and paid for the other book in full. The customer was informed of the damaged book and informed that we would hold the book...

for 72 hours before disposing of it. If the customer wanted the book back they would pay $3.95 for shipping and handling. This only covers the outbound cost of the book - Textbookrecycling.com would still have the cost of shipping the book to us in the first place. 
We have sent the remaining balance to the customer.

We regret that our customer, the complainant, is unhappy with her order. The 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 received. Her online quote of $38.09 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 received. We 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 it. This explains why two books appear in the customer's order, as we added the book we received so we could pay her for it. Perhaps 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 understand. If by "the code"she means that the ISBNs are the same, that is not the case. Though the ISBNs are for very similar books, they are not a match. If 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 representative. We have emailed the customer about this order in the hope that we could speak about the issue and, if possible, find common ground. We 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.

Good Morning,As before mentioned, your buyer information is kept directly with the items we received from you.   The item has been returned to you and there is no further action we can take, as we are no longer in possession of the item we received from you.

Hello,In the interests of closure, we have issued check#[redacted] in the requested amount of $35.34 to the complainant. The check will be mailed within 24 hours to the address on record, [redacted]
[redacted]Please let us know if there is any information still needed or any further action of our part is required. Thank you.[redacted]Textbook Recycling Co.

Two books were received but neither book matched the ISBN's originally provided by the customer when completing their buyback form. As a result, and as stated in the terms and conditions that the customer agreed to, the books were revalued based on their actual ISBN and found to have no...

value.

As explained in detail in previous correspondence we have handled this dispute as per our terms and conditions which were accepted by the claimant when they initiated a buyback with our company.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 complaint. For your reference, details of the offer I reviewed appear below.As I stated before TextbookRecycling is an unreasonable company to deal with, and very unfriendly to their customers. I'm not going to restate all of my earlier points, suffice to say that Textbookrecycling did not honor the quotes they gave me, despite my orders having been shipped in a reasonable amount of time. FYI your competitors allow 30 days for orders to arrive, so you may want to adopt similar business practices in order to continue enjoying success. Again I was charged an exorbitant amount for return shipping, and when I asked to have my books returned the business attempted to pass many other costs on to me in addition to the actual shipping charges. Avoid this company, as they are terrible to deal with and very customer unfriendly. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business' response. If 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 10817252 and find that this resolution is satisfactory to me. 
Regards,
John Moore