textbookrecycling.com

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.

Complaint: [redacted]
I am rejecting this response because: I want some proof from the publisher that the book is counterfeit. I understand if you cannot pay me for this book but I need to see some kind of proof from the publisher so I know that you are not stealing this book. 
Sincerely,
[redacted]

Apologies that you are unsatisfied with your transaction.  Textbookrecycling.com does not Rent textbooks and therefore we have no way of sending you a different copy of the item you sent us.  All of the packaging from your original order plus your buyback label is kept with your book until...

the items have been processed to prevent any errors on our part.  You were not paid for your loose leaf edition title because not all pages of this title were received.  Unfortunately we are only able to process the items we receive and the item you sent us was damaged.  We do not issue photographs.  As a customer courtesy we offered to send the item back to you once return shipping funds were distributed and did so accordingly. Thank you,

Hi [redacted],My name is [redacted]. I am the CEO of TextbookRecycling.com and would like to take the time to address your complaint. My 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 quote. Instead, a large group of books were received, many of which had no value. I have personally reviewed your order and my understanding from speaking with several staff here is that the package was likely damaged during the shipping process. The 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 included. Sometimes customers will not include some books in  their original price quote and include others. In your case, however, it does appear that books were likely lost in transit. When 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 included. Although 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 package. It's likely that someone else's contents were shipped to us in your name, and your contents were sent elsewhere. That is what does happen sometimes.This is  a very unfortunate situation and I can appreciate your frustration and anger with this transaction. It did not result in a way that either one of us would have liked. I 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 issue. What I found is that there were no quotes in our system around the time of your order for the books that were received by us. Likewise, there is no record in our system of the books in your quote being received and processed and applied to another customer's order. We also have several safe guards in place to guard against the possibility of employee theft, so I see this as unlikely as well. Based 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 not. We do recommend that customers purchase insurance for buyback orders shipped via USPS if the buyback is of higher value. In these cases, if there is an issue with lost contents or shipments that never arrive, the customer can file a claim. Although I don't know for certain, from your complaint, I'm guessing that you did not purchase insurance. However, 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 you. We 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 arrive. As for your acceptance of the payment we issued to you, I would encourage you to accept it. Just 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 liked. Please let us know if you would like us to assist in filing a lost/recovery claim with the postal service.Sincerely,[redacted]TextbookRecycling.com

Our terms and conditions clearly state that we are unable to release funds for water damaged books.  All customers are able to request that they have their damaged books sent back to them within 72 hours.  As a One Time customer courtesy I have initiated a return and your items should be...

sent back to you within the next 72 hours.  Thank you, Customer Service

As stated in our last email, we are only able to submit payment for books received in acceptable condition.  We have only received a quote for this book twice in the past 6 months, both of those orders are submitted under your name.  One of which you did not send and then other was received with the book we returned to you.  Unfortunately we are unable to release funds on a book that has damage and is no longer in our possession as you have received the item back.  Thank you, Customer Service

Complaint: [redacted]
I am rejecting this response because: no email was sent to my email address regarding the "water damaged" book. I have requested my book back, the money quoted, or at the very least photographic PROOF that MY book was "water damaged". This excuse has been used by this business in MANY complaints from various people as a way of ripping them off. My book was TAPED in a WATERPROOF BUBBLE MAILER in perfect condition when it left my house. This business has received an enormous amount of complaints extremely similar to my own. Perhaps the business should be looked into, or at the very least their acceptance warehouse which seems to have no protection against weather, or else an extreme plumbing problem since all of its customers' books seem to ALL be "water damaged" upon arrival. I want my book or the refund quoted to me. Again, My email [redacted] was NEVER emailed in regard to this.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I still have not received a check from this company. I was told to wait 45 days and they would reissue a check- still haven't received one. I thought this case would be closed once the problem got solved. [redacted]

Apologies.  As we did receive clothes in the box with your label attached to it- our processors did not release payment- as we received no books in your order.  Upon speaking to our General Manager, she has asked that we release of the original $90.95- as we will be filing a claim with the...

delivery company for the missing items.  You should see your paypal payment by the end of the day tomorrow 2.9.17.  We appreciate your patience.  Thank you.

The book is being returned to the customer at our expense.

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. 
Sincerely, [redacted]

As we indicated before we received books with a different ISBN than the ones we originally quoted on. This 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 title. With 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 returned. We are willing to pay the customer the value of her books as originally quoted minus our average shipping cost per package for buybacks of $13. The total amount to be paid to the customer would be $44.

Complaint: [redacted]
I am rejecting this response because: I did not enter my email address wrong, this must have been an error on your website. I want my book back or my money, there was absolutely no reason to reject my book. It seems to me like this company will only pay for small books.
Sincerely,
[redacted]

Hello, We regret that our customer's buyback order has not been a
smoother and more satisfying experienceAs we shared with her in several
emails, we understand both her frustration with this transaction as well as her
concern that we did not fully understand the nature of
the problemWe acknowledge
that here was some miscommunication regarding the number of books in her order,
which contributed to her frustration with usThis was a result of the mis-delivery
by the Postal ServiceWhile our customer knew she shipped only one book, we
showed two books in her order because we needed to add the book we received in
lieu of the book she sentWe received one book, she sent a different book than
the one we received, so we referenced the two books in her order several times
in our emails to her
The US Postal Service mishandled her parcel, and we
communicated this to her when we processed the book that we receivedThe book
that she shipped to us was not in the parcel that we received from her, and we
presume that the book was lost by the Postal ServiceInstead of her book, what
we received in her parcel with her shipping label was a book that she did not
ship to usAs we said in a previous email, we had to presume that the parcel
was in some way compromised in a USPS facility so that her book was lost and
the package was resealed after someone's book was 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: she shipped Essentials of Sociology a
book that we never received; that we received A Child's World, a book in
a sealed package with her mailing label attached that is not her book; and that
we paid her $on June 23rd for the book that we received
We neither have her book nor have any reasonable expectation to receive them,
though we of course will process it in the unlikely event they arrive here
Given the current situation, we cannot honor her request for us to return her
bookAdditionally, 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 policies
We empathize with our customer, and we completely understand her concerns that
we are conducting ourselves unethically While occurrences are rare, we have seen this
scenario with the Postal Service several times over the yearsPlease let us
know if there is any additional information we can provide, or if we can in any
way facilitate the process
Thank you. [redacted]Customer ServiceTextbook Recycling Co

[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.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 paid. If that's not being held hostage I don't know what is. Either way, it definitely doesn't cost $60 to ship a box of books. I've shipped a significant amount in the past, and even an extremely heavy, high value box costs less than that through a normal carrier with insurance (ie FedEx or UPS). Media mail is extremely cheap and comes with no insurance whatsoever, so charging $60 for it is a huge ripoff. I didn't realize Textbookrecycling was out to make money in the shipping industry as well as through buying/selling books. It really explains why you wouldn't use a prepaid label that I offered to provide you with. Overall just a terrible experience and to date there has been no resolution yet. My books took forever to ship and were sent to the wrong address since Textbookrecycling didn't verify the shipping address prior to mailing. That 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]

Complaint: [redacted]
I am rejecting this response because: The book that I received back is certainly NOT the book I sent to you. My book was in MINT condition and VERY NEW considering I had never used it before. The pages did not have one marking in them and were in a beautiful condition. I received an email stating that my book was "water damaged", so your company could not pay me for my book. I had requested the book to be sent back to me, because I knew for a fact how great of a condition my book was in, and clearly the book was NOT water damaged, but instead had excessive highlighting, pen marks, and pencil scribbles absolutely everywhere. There was even disgusting glue that had been dried stuck to the book. The book I received back was in an appalling condition, and certainly is a copy of the book that was NOT MINE. I am just asking for a check of the original $36 I was supposed to get from selling you my book. Instead, your company had claimed my book was "water damaged" (which is a complete lie) in hopes of keeping my book without having to pay me for my book, and then reselling it and making a profit. Since I responded within 72 hours, I requested that I receive my book back. I did receive a copy of my book, but it is not the exact book I sent to you. The book I received is the most horrid looking and pencil/pen/highlighted abused book I have ever seen in my life. Clearly, I am not the only one complaining to the Revdex.com about your company. Your company had did me wrong and I am just asking for the original $36 I was supposed to get from selling you my perfectly new textbook.
Sincerely,
[redacted]

Apologies for the frustration and confusion.  We do our best to notify the people we buy books from when items have been confirmed as counterfeit.  Unfortunately, in many cases we do not know the status until the publisher confirms the copies.  In those cases, books are never returned to us and it is up to the publisher to decide if they will seek legal action.  You are more than welcome to contact the publisher directly, once items are sent to the publisher and confirmed to be counterfeit, there is no longer an option for us to take further action.  We are not issued receipts for each transaction, as these items are not authorized to be sold and have been illegally reproduced.  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. Sincerely, [redacted]

Good Afternoon,Thank you for your feedback.  When an item is received in damaged condition, it is then put into a que for a manager to confirm.  We were unable to release payment for the item that had missing or torn pages (Outlined in terms and conditions) and all of our customers have...

the option of requesting a return of damaged items within 72 hours of the buyback being processed through our automated system. Thank you.

Good Afternoon.  All customers must register in our system before submitting a buyback so they have the ability to request a return through the automated email that is sent to the email registered.  It looks at though you may have mis-keyed your email address in our system.  You...

registered [redacted].  As the 72 hour grace period has expired, we are unable to return your damaged text.  Thank you, Customer Service.