textbookrecycling.com

Complaint: [redacted]
I am rejecting this response because: The emailed me and said that some had no supplement code, which I understand. But told me my other orders had water damage which is absolutely not true. Online there have been more than 100 1 star negative reviews over the years all claiming the same thing, that the company has said that the customers books were water damaged. As far as those 3 books that disappeared, what am I suppose to do? This business has some a shady past with customers. 
Sincerely,
[redacted]

We had not yet made the requested payment because we were waiting for a confirmation from the complainant of the disputed amount and preferred payment method. Given her response, we completed a payment of $35.90 to the PayPal address she provided in her last comment.Please let us know if there is any additional information needed to move this forward.Thank you.

Complaint: [redacted]I am rejecting this response because:
 
The books were correct! If not then send them back! I never received notice of disposal of them in 72 hours if no response, that is an unfair practice! You get to keep my books dispose of them and give me no money for them! I hair want my books back- you guys have very bad reviews I should have done my due dillegence before working with you. I will continue to fight this unfair practice you are taking advantage of college students who have no money as is. Sincerely,[redacted]

Our Accounting team issued an additional check on 7.7.17 and it is in route to the address as you requested. Apologies on behalf of USPS for the delivery issue. Thank you,  Customer Service

As mentioned, the items we received were water damage.  Our terms clearly state that we do not issue payment for items that have this sort of damage.  Customers are responsible to let us know if they would like their damaged items returned within 72 hours.  All customers receive an automated email to the email account they have registered in our system.  Unfortunately, as terms and conditions were not followed, we are still unable to release payment for books that were received damaged. Please refer to our terms and conditions at: http://www.textbookrecycling.com/buyback-terms-and-conditions.aspx  at anytime. Thank you,

Please Note:  All customer agree to terms and conditions before completeing a buyback.  In those terms and conditions, we outline issues such as these as follows: Good Faith Buyback AgreementWe assume that transactions where books are sold to us are done in good faith. In other words, we assume and you agree that books you send to us are not contracted for destruction by previous owners and have not been stolen or otherwise illegally acquired. You also agree that books you send to us are not counterfeit or otherwise illegally published and that no violation of any law, rule, agreement or contract has occurred in connection with the purchase or sale of such books. Additionally, that you completed your buyback with the full intention of sending us the books in your quote.Textbookrecycling reserves the right to refuse shipment or withhold payment for any book shipments where fraud or any illegal activity is suspected until legitimacy of shipment is confirmed. In such cases where fraud or illicit activity is suspected, books may not be returned. They may be returned to their intended owners or otherwise dealt with according to law. To keep in good standings with Publishers we must submit items that do not meet standards to the Publisher directly.  If these books are deemed Inauthentic, the publisher does not release any invoicing records to submit to the party that attempted to sell them to our company.  The Publisher requires us to submit all buyer information with these items, and it then responsible to decide whether they will take legal action in cases such as these. Thank you,

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.
 My complaint with textbookrecycling.com, complaint #  [redacted] , has been resolved. I still wouldn't recommend them....

They took forever, they're rude, and a lousy company.Thank you,[redacted]

[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.
I will be satisfied when I see payment in my account [redacted] on paypal
Regards,
[redacted]

During our email communication with our customer, twice we provided a pdf. file of his receipt showing the $114.92 amount he was quoted online for his books on 9/19/2015. This is the exact amount that he was paid for his books once they arrived and were processed. We cannot say with 100% certainty...

why the $150. 26 amount appears on the email we sent him, though we suspect that it may be a corrupted file error. As we communicated previously, since we paid the full amount that the customer was initially quoted online for his books, we do not feel responsible to pay a spurious amount that appears in the auto-email that was sent. Using the logic in his complaint, if he was fully paid the $114.92 amount he was quoted but an erroneous amount of $11, 492.00 appeared on his auto-reply email as the amount payable, he would expect us to pay the difference. He has considered our behavior as breaching a deal, while we consider that we have fully paid our customer the amount he was quoted online.Please let me know if I can provide any additional assistance or information.Thank you.[redacted] textbookrecycling.com

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 72 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, apologies. Thank you,Customer Service

As discussed previously through our customer service representatives, we received 2 books- One was an instructor's edition which has no value to us and the other that has extreme cover wear, that we will not resell to our customers.  We are unable to release funds for these book.  Our...

terms and conditions mention both of these situations.  As a customer courtesy we shipped these books back to you on 5.22.17  USPS Tracking # [redacted]  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 back. I 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 received. At 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 complaint. It 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 transaction. In this case we received water damaged books and as per our terms and conditions are unable to pay for those books.

Revdex.com:
I accept the payment for the books, 3 months late.  I note that textbookrecycling still has showing that they have a Revdex.com link with a rating of "A+"  but when actually visitng the Revdex.com website, textbook recycling has a "B" rating.  Please convince textbookrecycling to correct this as I wouldn't have sent them thousands of dollars of books with a B rating on Revdex.com.  I value Revdex.com reputation as a way to vet individual websites, thank you for your viligence to resolve my problem.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:it is your responsibility as a business to insure valuable items shipped to your customers. Ocassinally shipping errors happen but not at the cost of your customer footing the bill for it. This is negligence on your part poor customer service. The item sent was in good condition without any damage. If you felt there was damage you have the right to not accept the book, which you did. Maybe [redacted] lost it or maybe you put a wrong address on it. I have no way of knowing what happened. Your business should account for such issues and I shouldn't be out money because of that. I would need the book cost reimbursed as welll. Thanks. 
Sincerely,
[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. Thank you for your help in resolving this issue. Without it, I feel as if they would not have relinquished my books or my payment. I had received an e-mail back from them earlier today saying that the next time they had any scheduled deliveries from the publishing houses was for "next week sometime." I find it interesting that after a complaint was issued, they miraculously received all of my books from no less than three different publishers. Anyways, that was just an observation. Thank you so much for your help; I can actually afford to buy my cap and gown now!
Sincerely,
[redacted]

Hello,I regret that your buyback order did not go as smoothly as
we both would have liked. Please be assured that we would gladly have
purchased your book if it there was no water damage. However, as we cannot
buy books with any water damage of any kind, we could not buy the book (please see...

the site's Terms and Conditions where this is stated). As for the spine damage, we did not and never have damaged books before returning them.If I understand your desired settlement, you wish to be paid $35.90 for the total of the shipping charges and the purchase price. Is that correct? We can issue payment if you confirm a PayPal address to which the funds will be sent, or the physical address to which a check can be mailed.Thank you.textbookrecycling.com

Greetings,I do regret the current situation with the customer's buyback transaction. However, we have policies in place to protect both our customers and our business. Per our policy and terms and conditions on our website, we only pay for books that we actually receive in acceptable condition. We 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 like. In the past, the postal service has provided a convenient and cost-effective method of shipping for both us and our customers. However, 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 methods. For 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 delivery. Although 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 place. However, we are willing to assist the customer in filing a claim with the postal service.Sincerely,[redacted]

Your book was received on October 12th at 10:59 AM and processed later that day. Upon inspection it was found to have water damage and was rejected. The book was placed on a courtesy 72 hour hold and you were informed of this via email at 5:49 PM on October 12th. We didn't receive a response from...

you in 72 hours and as per our terms and conditions we disposed of the book. We received an email from on October 31st at 2:55 PM and responded on October 31st at 3:12 PM. We have no other emails on record that we received from you nor phone calls. We are unable to pay for water damaged books and cannot return your book as it was disposed of after the 72 hour courtesy hold had expired. This is clearly outlined in our terms and conditions, which you accepted, and highlighted in several places during the buyback quote process.

Complaint: [redacted]
I am rejecting this response because:  The business received all this merchandise.  And if they claim that they didn't, they need to file insurance claims and pay me out.  I shipped the books using Pre-Paid Labels provided by THEIR business.  They have provided no proof of payment on ANY of these books and no proof that there was anything wrong with any of the books.   They owe me money, they've been coming up with lame excuses like this for months.
Sincerely,
[redacted]