TextbookRush.com

The customer's books were bought and paid for on September 13thThey cannot be returnedOur policies are posted on our website:http://www.textbookrush.com/help/faq/buyback-faq.aspxThe portion that is relevant to this situation is: How long do I have to send my books? You should send your books within five business days of when the buyback order was createdIn extreme cases, USPS Ground can take up to weeks for deliveryIf we do not receive the books within days from when the order was placed, we cannot guarantee the quoted priceAfter weeks your order will be cancelledWe may still pay you for the books, but they may not have the same value they did when the order was placedInstead, your books will be received at the current value, which may be different from when you originally submitted your buybackYour books will not be returned to you

The consumer rented textbooks from us in JanuaryAt the time of the rental and throughout the rental return process, the consumer was provided the due date of the textbooks which was June 1st, The consumer was sent email reminders throughout the month of May with instructions on how to return the items and pre-paid labels for the shippingWhen the books were not received on June 1st, the consumer was issued a 10-day extension for $per book, and emailed the new due date of June 11th Both online during the initial transaction and in the emails we sent during the rental period, we state that due date of the rental items is the day we need to receive the items by For example: This text is from the email sent to the consumer when they missed their first due date: “If your rental is not received by 6/11/it will be converted to a sale and you will be charged the buyout price for each product not received.” From our Rental FAQ page (http://www.textbookrush.com/help/faq/book-rentals.aspx): “If your books are not received by the due date, you will be charged a $ extension fee + tax which extends your due date by days.” From our Rental Terms and Conditions (http://www.textbookrush.com/help/policies/rental-terms.aspx): “If an item is not returned and received in usable condition by the due date, you will be charged 125% of list price + tax less the rental fee paid.” The consumer failed to return the items by the initial due date, and was issued the extensionWhen the consumer’s books had not been received by the new, “extended”, due date, they were charged as described in the policiesThe consumer does have an item in transit to us, and once it has been received in good condition and processed they will be issued a refund minus an additional late fee (since the items are late for the 2nd time) Every step of our process has been according to our posted policies, emailed instructions, and communication with the consumer / [redacted] Style Definitions */

We were unable to confirm that the copy of the text the customer sent to us was a Publisher's officially authorized copyBecause of this, we were unwilling to purchase the book and sell it to othersWe have returned the book to the customer at our expense, which is more than our stated policy:https://www.textbookrush.com/help/faq/buyback-faq.aspx"Items are not returned for any reasonIt is the seller’s responsibility to read, understand, and follow our guidelines."The book is in transit to the customer, and that completes this transaction

The USPS has verified that the tracking number that I was given, is not a valid tracking numberThe USPS cannot track the package, and TBR can not track the packageI did not make the tracking number up out of thin air, why is it that the tracking number that I was given is not a valid tracking number? As stated in previous emails from TBR, the tracking number that I was given should be trackable (see attached email from TBR), but it in fact is not (see attached)How can I be responsible when the tracking number that I was given by TBR is not valid?

The correct order number is [redacted] , and not the number provided by the consumer The consumer’s son placed a rental order with us, using his school email addressWe sent him a series of emails when the item was coming due, with the title of the book rented from us, and a pre-paid return label to send the book to us The consumer returned our book to us on June 4th, closing his rentalHowever, the consumer generated a second pre-paid return label, and also returned a book that was not rented from us We received that incorrect book on June 9th We sent the consumer an email on that same day that had the subject line of “TextbookRush Order #Wrong Item Returned” In the email we provided the title, ISBN, and the cover-art of the wrong book they returned to usThat email also stated “Please contact [email protected] directly for more information.” We have no record of contact from the consumer prior to the Mother’s call on July 27th By the time the consumer’s mother contacted us approximately weeks later, the item had been donated or recycled The consumer wanted to know where it went, and I explained that our donations and recycling are done in bulk, and not with per-book recordsWe donate thousands of books and recycle many tons of books each year The consumer was angry that we did not have a policy online about this, but was told that we can not have a policy for every possible mistake a consumer would make The consumer sent us a book in errorWe sent the consumer an email with the details and ask them to contact usWhen they had not contacted us after a couple of weeks, the item was disposed ofWe regret that neither the consumer nor the consumer’s mother contacted us in timely manner, but we cannot assist since the book is not available / [redacted] Style Definitions */

The customer has two issues:1) The issue of a cancellation vs return:The order was placed on a 3rd party websiteWe do not know the nature of the user interface on that website, but we do have the initial email we received from that company regarding this issue:Dear TextbookRush, The buyer of the following book has requested a return for the reason ''Buyer does not want item''Buyer: (REDACTED) Sales Order No.: (REDACTED)Reason for Return: buyer does not want item Initiator''s Comments: I found it on Amazon in like new condition for only 97.00$ or after shipping! Title: AbPsychology Author: Barlow, David HYour Book No.: For purchases placed on AbeBooks.com, booksellers are not required to accept returns for the reason ''Buyer does not want item'', though we recommend that you do so in order to provide good customer serviceWhen you receive the return, the buyer will be refunded the book price onlyWe do not know if the consumer was copied on this email from AbeBooks, but we did include their email in our reply to herThis email was sent to us on 1/19/12:46:PM, the same day the item shippedThe consumer has sent us emails describing her frustration with us about the lack of the cancellation, but we did not receive a request to cancel the item, and we do not manage the user-interface on the website she used to place the orderWe can only take responsibility for the issues within our control - and this was not.2) The shipping costs of the return of the item to us, and the refund based on condition 2a) As shown above, we are not required by the hosting website to even accept a return, but if we chose to, the refund is to be the book price onlyThis is the policy and process of the website that she used to place the orderWe do not have an option on their website to return their shipping costs - it is not allowed Again, this is not our website nor our policies.2b) I have noted the account to have the book brought to me when it arrivesWe will inspect the book, and take into consideration any damageWe cannot address this issue before the book arrives

We can have tens of thousands of inbound and outbound shipments in a weekAlmost all go smoothly, but a few each week do have some sort of issuePackages may be lost in transit, damaged in transit, or arrive with missing or different contents than what the customer says they packedThe great majority of these issues involve USPS Shipping, even if that was not the shipment method used for the majority of packages It appears that the customer’s package was involved in one of these mishapsOur internal notes for their package state: “Received mixed post shipment with label for this BB.” “Mixed post” is our internal phrase for a large cart of books we occasionally receive from the USPS that are not intact, individual shipments They are a jumbled collection of what the USPS calls “Loose In The Mails”, or contents separated from packages, or package address labels separated from contents When we receive these carts we try to our best to match the items up with open Buybacks or Rental Return shipments based on the ISBN of each book and our system records for those expected shipments One of the books was matched to the customer’s BuybackNone of the other books were in the shipment from the USPSAdditionally, we do not receive mail like a home or mail box wouldBecause of our volume, the USPS holds packages shipped to us at their dock, and we send a truck each day for the pick-up This is a usually a full truck-load each day – as in a box truck – not mail truckAlso, the USPS marks the items as “Delivered” while they are still on the floor at our local USPSWe mention this to explain that our bulk shipment delivery does not follow the process or rules that USPS consumers are familiar with Our volume makes the process very differentWe offer USPS shipping due to its convenience, but it is not our default shipping method and it is provided with a variety of instructions and warnings online because of the significant number of issues we have seen in the past These include the examples below: · This cautionary text is shown onscreen next to the button they have to “click” to generate a USPS label: “Convenient, but not insured or trackableYour postal carrier can conveniently pick up your package from your home.” · Additional information about it is available if they select the “?” icon: “We issue a prepaid FedEx shipping label by default when you submit your buybackThe FedEx label will include insurance up to $per packageIf a FedEx shipping label cannot be issued you will be issued a USPS shipping labelInsurance is not provided with the regular USPS shipping labelTextbookRush is not responsible for lost or damaged items, and you will not be paid for items we do not receive.” · Further information is provided on our Buyback FAQ page under the “Shipping” tab: http://www.textbookrush.com/help/faq/buyback-faq.aspx“What is the advantage of using FedEx over USPS Ground? FedEx guarantees delivery in 1-business daysEach order shipped via FedEx is automatically insured up to $per package USPS Ground usually takes 4-business days to arriveWe strongly suggest you purchase insurance when shipping your buyback to us via USPS Ground; however, optional insurance for USPS Ground packages is not an expense TextbookRush coversTextbookRush is not responsible for packages lost or damaged in transit.” We pay for the shipping costs for books sent to us, and FedEx is usually more expensive than the USPSWe gladly offer the more expensive option as our default because we have many fewer issues with FedExAs is our stated policy, we have only paid the customer for the item we receivedWe would recommend that they contact the USPS about the insurance we recommended they purchase

One of the books required some additional review, and so the entire Buyback (both books) were sent to a different departmentUnfortunately, our Operations team is unable to locate them at this timeDue to this error being solely ours, we have processed the Buyback as originally quoted, and the payment will be sent to the customer's PayPal account overnight tonightThey should see it on their account within hours.We apologize for the error, and the delay and frustration it has caused

The customer is correct that we do not state that we will allow a book to be returned if a customer pays the return shipping feeThis offer to the customer was above and beyond the stated policy we have online,which can be found here: https://www.textbookrush.com/help/faq/buyback-faq.aspx "Items are not returned for any reasonIt is the seller’s responsibility to read, understand, and follow our guidelines."Rather than our posted policy, we offered the customer the chance to have their book returned as a courtesyAll we asked was that they pay the return shipping costs, since we provided a pre-paid shipping label for the shipment to usWe regret that the customer did not accept this offer

I've got the initial email sent to me stating the package was received 12/15/Shortly after that I recieved the email with a detailed description of what was inside my package also on 12/15/Beside the textbook in question, the quantity column has a "1" beside itThe textbook that wasn't accepted has a "0" beside it, because you discarded itIf the book wasn't received why would you mark it in the quantity column as received? And the total payment included the book in question on the 2ND emailIt did not state that the information was an estimate or could changes without questionThis makes no sense whatsoever

When I was instructed to send a "good" condition book or better with in weeks, I was never given additional instructionsI sent a brand new book by Priority Mail which arrived January to the address posted on their websiteThe promised refund finally arrivedI have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI thank both Revdex.com and Textbook Rush for their time in this matter and truly appreciate the resolutionHave a Happy New Year!

Like I said, this is the first time I have ever sent books to youI have never owned multiple accountsWith that said, you still give no real reason as to why my books were rejectedYou should have just sent them back to me on your own expenseYou all were dishonest from the startWho knows what you really did with the booksI know for sure that you did not discard them and sold themI am not satisfied with your company's dishonesty and your scamming styleI have read multiple reviews where this has occurred beforeI would like to be reimbursed for the books you kept of mine

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThe problem I see with this company is their customer service The books we rented came as described and in a timely mannerWhere we had difficulties was in communicating with customer service They only operate hours a day, weekdays There is no telephone number, only a chat line which was very arduous.We have worked with other book rental companies who have excellent customer service, Textbook rush should take a page from their book

We can have tens of thousands of inbound and outbound shipments in a weekAlmost all go smoothly, but a few each week do have some sort of issuePackages may be lost in transit, damaged in transit, or arrive with missing or different contents than what the customer says they packedThe great majority of these issues involve USPS ShippingWe offer USPS shipping due to its convenience, but it is not our default shipping method and it is provided with a variety of instructions and warnings online because of the significant number of issues we have seen in the pastThis is why we recommend that consumers purchase insurance when shipping via the USPSWe have extended an offer to the consumer to send us a replacement text, and we will refund her the purchase charge, minus a $late fee

Like I said, I live in rural Alabama, and do not have a local Fedex storeI live in a town of about The closest FedEx store is over a hour awayI am not driving over a hour when USPS is an option, and is two minutes from the housePlease consider my previous idea of what happenedEmployee error, employee opens box up before weighing, removes two books, and doesn’t put books back in box before weighing once he/she realized he forgot to weigh packageI guess if you are willing to lose a customer that buys $textsbooks, regularly, over $then adios

I am assuming this issue is settled and I do not owe any money I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Even though the company said they mailed out me a check I have not received it why cant they put a stop payment on the check an issue me a new one with out waiting so long they still have my book which they received why can it not be the same for me I am a customer I went through a lot with this company I did buyback for a reason to give them my book and they were to pay me for it right after why as a customer am I being punished to have to wait so long why cant they stop payment on the check

I am rejecting this response because:Is there any proof from the Post Office in Ohio or anywhere between Michigan and Ohio that my package was repackaged? That the contents were taken out of them, and someone else's contents put in by the Post Office? I was not told there were any issues with my package being damaged until now Regards, [redacted]

We apologize for the confusion on this order - it is/was confusing The consumer ordered two items, one of which was from us directly, and one from one of our Marketplace Sellers The item they ordered from us was returned, and a refund issued The item they ordered from the Marketplace Seller was not received, and has now also been refundedThe consumer used his credit card for part of the purchase, and store credit for part of the purchaseToday's refund was $via Store Credit (now available on his account), and $via credit card, which should show as a pending transaction on their credit card statement We apologize for the confusion, and the frustration