textbookrecycling.com

Complaint: ***
I am rejecting this response because:No where in the buy back terms and conditions section does it state that TextBookRecycling is not responsible for returning a book in the same condition that it was received, which is the heart of this disputeI am not disputing the quote adjustment upon inspection by the company, rather this complaint focuses solely on fact that the book in question was severely degraded in a manor that cannot be explained by shipping and handlingI have included photos displaying the damage incurred during your handling of the bookAgain, I cannot stress enough how mystifying it is for TextBookRecycling to stand by the claim that I or anyone would send a book this badly degraded, with the expectation of being paid for itThe book in now worthless, and the ability to sell this book through other means has been taken from me
Sincerely,
*** ***

Apologies about the delay, with all buyback companies your items are processed in the order they are received and when volume is high this may take additional time I see that your order was process yesterday and paid this morning One of your items was received with Missing or torn pages and excessive cover damage, this item can be returned to you within hours through our automated system, if you choose to pay return shipping (Book conditions can be reviewed online in our terms and conditions.) Thank you, Customer Service

The seller was quoted for four books - ***, ***, *** and ***, We received two of those books - *** and *** had missing/torn pages and thus no valueWe paid the full value of the remaining bookAs per our terms and
conditions, as agreed to by the seller, we are unable to pay for books we don't receive or books with excessive wear and damage

We regret that our customer’s buyback order has not been a
smoother and more satisfying experienceFrom our perspective, the issue is
quite straightforwardAs we state in our website’s Buyback Terms and
Conditions, buybacks must be tendered to our carrier, FedEx, within
calendar
days of the buyback being createdThe complainant created his order on
10/31/and did not tender the parcel to FedEx until 11/16/2015, well after
his price quote guarantee had expiredAs we state in our Buyback Terms and
Conditions, buybacks received after the price guarantee has expired have the
books repriced to the current website prices at the time of arrivalThese
prices are oftentimes lower, and can even be $0, as they are based on current
inventory, market conditions, and other dynamic factorsAs a repeat customer,
the complainant is familiar with our day shwindow and would most likely have known
that his price quote guarantee had expired even before he shipped the books
Per our contacts with the complainant, we explained why we
were paying the lower amount for his buyback.
We state in our Buyback Terms and Conditions that we do not return books
under any circumstances, but as a courtesy, we offered to waive that stated no-returns
policy and return the complainant’s booksHowever, we said that in order to do
so, we would require him to help cover the shipping and handling costs
associated with returning his booksSince we pay for incoming shipping and
would have the added expense of return shipping costs, we ask for funds to help
defray both incoming and return charges for our courtesy returnsOur customer
objected to that charge, finding it excessive, so we indicated we would either
return the books once the requested funds were paid or dispose of the books if
he chose not to help defray our shipping and handling costsWe regret that the
complainant feels that we acted wrongly or were holding him or his books “hostage" while we awaited payment
Please let us know if there is any additional information we can provide, or if
we can in any way facilitate this processAt this time, we will not refund the
shipping charges per the complainant’s request
Thank you

[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 *** and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

As we indicated to the complainant previously in email, the Terms and Conditions to which she agreed when she created her order stipulate that quoted prices are valid only if the order is shipped within days from the date the quote is madeHer order was not shipped until days after her quote
date, and as stipulated in the the Terms and Conditions, her price quote guarantee had expired and the book was repriced at the current price when the book arrivedThis issue has nothing to do with the quality or condition of the book; rather, it is a result of a book not being shipped within the required time frame.As a courtesy, we will return the book at our expenseIt will ship in today's mail and a tracking number will be emailed to the complainant that time

Apologies for the delay, our accounting team will cancel the original check and submit a new check in the next hours In the future please feel free to reach out to us and we would be happy to reissue the check after days Thank you, Customer Service

As our Terms and Conditions state, we are unable to release funds for damaged items or items that we are unable to validate as publisher copies All customers have hours to have their books sent back to them upon paying shipping charges through our buyback system Once those lapse,
books are disposed of Unfortunately, you did not respond letting us know you would like your items back Please refer to our Terms and Conditions if you have further questions Thank you

This complaint is in reference to order number ***The book received was water damaged and thus didn't meet our terms and conditions as agreed to by the customerThe customer was sent an email indicating that the book was water damaged and was being placed on a courtesy hour holdIf
the customer wanted the book back we charge $per book to partially cover shipping and handlingWe didn't hear from the customer in hours and thus disposed of the book
We have checked our email logs and the email indicating that the book didn't meet our standards due to water damage and was being placed on a hour hold was sent 8/9/@ 11:06:AM PST

We did not receive ISBN *** or ISBN *** in order #***The *** label that the customer prints has a shipping weight associated with it based on what the customer has indicated they will put in the box and not what is actually in the boxThis weight is calculated
using industry data co-related to the ISBNs that the customer has indicated they are planning on selling usWe don't know the actual scanned weight, which is done by *** at the point of tender, until we have gone through a complete *** invoice cycle and are able to match the order number to the invoice and any associated weight corrections from ***This takes approximately days from time of shipping

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will accept the $44.00! Sincerely, *** ***

As stated, we are unable to control time lines for publishers to return these items We do everything possible to verify in house, but in some cases we are unableAt this time we have not heard back on the books in your order Once we do payment will be released This also has an
impact on our business, as the reason behind sending items to publishers to verify is we will not resell an item that is not a verified US Edition. Thank you

Complaint: ***
I am rejecting this response because: I want specifics as to where my books are and what's going on with each of the orders I'm inquiring aboutYou just copied and pasted a general statementI purchased these books through *** and I have receipts to back it upIf you sent them to the publisher, I would like an official statement from your company saying that you did so including the order number for each one sent.
Sincerely,
*** ***

Good Afternoon. I apologize on behalf of ***, as we sent your item as soon as we received your payment. Unfortunately, we are unable to release funds for this book given that it was water damaged when we received it in our warehouse. We have refunded the shipping charges to your
paypal account. Unfortunately, beyond the refund for shipping, we are unable to release any other funds, as we did not receive a book that was in the conditions that are stated in our terms and conditions and did send the item back to you- *** faltered. Thank you, Customer Service

Good Morning,According to communication with our customer service reps and yourself , we were unable to release funds, as we have not received these items back from publishers Once items are sent to publishers, only valid copies are returned to us We have yet to receive your items back at our facility If these items are not returned it is up to the publisher to decide to take legal action Apologies, as this isn't an easy process on either side Thank you

Good Morning,Our records indicate that your book was returned to you on under the tracking information ***, as a customer courtesy Our customer return system is automated so customers are able to request their item back within our hour returns period without having to speak to a customer service representative (As our employees were out of office for the Memorial Day weekend.) Please note: this is not usually possible if your hour return request is not delivered to us in a timely manner Thank you, Customer Service

Good Afternoon Unfortunately, because the hour return form was not filled out in a timely manner, we no longer have the item to send back to you Apologies for the delay in a return email, as our crew was out of office for the Memorial Day holiday Our hour Return Requests
are automated so there is no need to consult customer service to have an item returned if this request is received within hours This item was damaged and had no value in our system Buybacks returns are a courtesy that we offer within hours of your books being processed Our terms and conditions do state that if a book is received damaged, we have no responsibility to send them back to the customer as agreed terms have not been successfully followed We return all items that have pending return requests when the customer has followed our hour timeline Thank you Customer Service

We regret that our customer experienced problems with his buyback orderAs we shared with him in several emails, we understand both his frustration with this transaction as well as his concern that we are behaving badlyThe US Postal Service mishandled his parcel, and we communicated this to him
when we processed the books that we receivedNone of the books that he shipped to us were in the box that we received from him, and we presume that the books were lost by the Postal ServiceSince the parcel was not insured, we suggested that he complete and submit a Parcel Search Request form available at any post office to initiate a search for his books at the Mail Recovery Center in AtlantaInstead of his books, what we received in his sealed parcel with his shipping label were random booksAs we said in a previous email, we had to presume that the parcel was in some way compromised in a USPS facility so that his books were lost and the box was resealed after someone's books were put into the boxOn the face of it, this scenario seems unlikely and understandably created suspicions for our customerWe can only speculate about what happened while the parcel was in transit , but we are certain of this: he shipped books that we never received; that we received books in a sealed box with his mailing label attached that are not his books; and that we paid him $on June 15th for the books that we received.We neither have his books nor have any reasonable expectation to receive them, though we of course will process them in the unlikely event they arrive hereGiven the current situation, we cannot honor his request for us to return his books to himAdditionally, we cannot pay for books that we do not receiveThis is stated within our website's Buyback Terms and Conditions, so our actions are consistent with our stated and agreed-upon policiesWe empathize with our customer, and we completely understand his suspicions about this apparent "switcheroo." While occurrences are rare, we have seen this scenario with the Postal Service several times over the years, receiving not just random books but also auto parts, towels, bottles of hot sauce, etcin sealed boxesPlease let us know if there is any additional information we can provide, or if we can in any way facilitate the process.Thank you

We received the books associated with buyback order number *** on SeptWe processed and graded the order on Septat 8:53AMPayment was issued on Sept at 1:30PMThe customer requested payment be issued in the form of a check which obviously has to be mailed to the customer and
thus they can expect to receive that check within 7-days of issue depending on speed of delivery from USPS
One of two books in the order was found to be water damaged and didn't meet our condition guidelines as agreed to by the customer under our terms and conditionsThis was returned to the customer on Sept (USPS tracking number ***) at our expense.
All timelines associated with buybacks are clearly stated in our FAQsAs per our FAQs on the website it can take up to business days to process books during busy periods