TextbookRush.com

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me Yet I haven't received notification of processing or payment yet

I asked for my books back prior to payment being processed They should have been sent back

The consumer states that they were not aware of the charge amount, nor did they provide authorizationThis is incorrectThe consumer entered into a rental contract at the time they placed the order, which authorizes the charges if the book is returned damaged, late, or not at all Before they submitted the order, they had to click a box with the Terms and Conditions of the Rental The Rental Terms and Conditions provide the buyout charge in bold text The consumer was provided the “buyout” fee prior to submitting their order, and it was available at all times via their accountWhile it was not in the email, it had been available throughout the entire rental period We have looked at the rental history of the customer’s specific textbookIt was listed in “Used, Good” conditionGood is the next to the lowest classification of book conditionBecause of the previous usage of this specific textbook, we have issued a 50% refund of the consumers’ “buyout” chargeThe consumer should see that as a pending transaction on their credit card account now We would ask that in the future the consumer follows our policies, and contacts us within days of delivery if their book arrives damaged / [redacted] Style Definitions */

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

The consumer was sent multiple emails regarding the return process, and each one said that the "Due Date" was the day the item needed to be received at our warehouseAccording to the FedEx Tracking, the customer did not ship the item until Saturday, August 15th, when it was due on Tuesday, August 18thThe same FedEx Tracking shows that the item was not delivered until August 20th The consumer was charged the extension because they did not return the item on time We believe that the term "week" was clear, and is widely understood to be "days" The Wikipedia entry for "Week" states: A week is a time unit equal to seven daysIt is the standard time period used for cycles of work days and rest days in most parts of the world, mostly alongside (but not strictly part of) the Gregorian calendar / [redacted] Style Definitions */

Our policies are clearly stated on our website The issue seems to come from the consumer not updating her address when she moved "Yes I stated the address was wrong on your behalf and never fixed it" However, we will make an exception and re-issue the payment to the customer However, in today's email exchange with the consumer they state we have an outdated email address, and have an address changeWe would ask that the consumer reply to the most recent email from us with her correct/current address information

The consumer has a very extensive Buyback history with us While our processes are designed for individual students who wish to sell books, we have allowed her usage of our process for the creation of more than Buybacks on our TextbookRush websiteOur stated policy online is: Terms and Conditions: http://www.textbookrush.com/help/policies/buyback-terms.aspx Rejected books Items that we are not currently buying, or damaged, or are otherwise rejected because they violate our purchasing guidelines will be discarded and not returned to youRead our FAQ carefully to ensure that all of the items you plan to sell are eligible for a buyback FAQ: Once you send your books, they cannot be returned for any reason http://www.textbookrush.com/help/faq/buyback-faq.aspx However, because of the consumer’s volume and experience, we had allowed her to have some books returned as a courtesy, with her just paying a nominal shipping feeThe consumer, however, has recently sent in multiple Buyback orders with books that are in unacceptable qualityThe volume of her unacceptable books became an issue for our processing and Customer Service teams, so on July 14th 2015, she was sent this email: Hello, We will allow the payment for Buyback and Buyback Please note this will be the last send backPer the terms and conditions we will no longer send items back The consumer’s Revdex.com complaint is regarding a Buyback order created on 7/30/2015, two weeks after the communication that we would be returning to our stated policies on our Terms and ConditionsThe consumer was given an exception to our policies, but when they began to abuse that exception, it was revoked and they were notifiedThe consumer is now bound by the same Terms and Conditions as everyone else, and chose to send us books that were not in acceptable conditionThey will not be returned, as stated to them via email / [redacted] Style Definitions */

The consumer was sent images of the damaged book less than an hour after he requested themAdditionally, we have issued a refund or more than 2/3rds of the damage fee as a concession to the consumer prior to reviewing this complaintThe consumer should see both emails from us regarding a refund and a pending transaction on their accountWe believe that this has been an equitable resolution to the situation (again, outside of the Revdex.com portal)

Complaint #1) Order # [redacted] was placed on our site, but ordered from one of our marketplace sellersThese sellers are independent and maintain their own inventory and pricing We do not know why they were unable to fulfill the order, but we have issued the consumer a refundWe were unable to ship a book from our own inventory as their existing order was not in either our financial or inventory systemsWhile we understand that it seems reasonable and simple, the reality was much more complicated We issued the refund on 9/4/for an order placed on 8/25/We don’t understand the month delay she references hereThe customer did file a chargeback with their credit card company, and that may have caused the delay in their returning the funds to herWe would not have any visibility into that side of the transaction Complaint 2.) Order # [redacted] , for the rented textbookIt was returned to us with stained and rippled pages on the last 1/4th of the bookThere were also pages that were stuck together, and the processor chose that reason for the rejectionUpon review of the book, I feel that this was the lesser of the two issuesThe book had been rented previously, and based on that earlier revenue, we will issue her a 50% refund of the charge We will also return the book to the consumer at our expenseThey may be able to sell it to a different company or individual to recoup some of the rest of the charge.We feel that this is a fair resolution to both issues / [redacted] Style Definitions */

Complaint: [redacted] I am rejecting this response because these books do not contain marks that obscure the text of the bookIn fact these books in the same condition were sold to me from other book dealers so obviously they are sellable as I purchases them and had not problem reading themI think they are pulling a scam to get used books without paying for them and then selling them at a profit Regards, [redacted]

The consumer has an extensive Buyback history with us, with more than a dozen previously completed BuybacksWe mention this because each of the Buybacks she has submitted to us had an email sent to when it was checkthat contains this phrase: “Please contact us within business days if you have any questions regarding your buyback order.” The reason we have this statement on every "Buyback Checked-in” email is because we cannot hold damaged or stained items indefinitely We sent the email to this consumer on 6/8/ This Revdex.com complaint (7/11/2015) is the first communication we have had from the consumer about thisWe do not have any notations on her Buyback about a phone call, and we do not have any Emails linked to her Buyback I have searched our CRM (customer service email system) for any emails from her email address, and we do not have anyAdditionally, I searched for any reference to her specific Buyback number, and again did not have any results If the consumer can show that she contacted us before the days passed, we will issue the $payment that was due for the damaged item We cannot return the item as it was discarded after the days passed Our website clearly states that items sent on Buybacks will not be returned if they are not purchased / [redacted] Style Definitions */

The consumer contacted the Revdex.com before the packages reached our warehouse Both Buybacks were received into our warehouse yesterday, October 5thBoth have been processed and will have payment issued via PayPal today, October 6thWe are within the stated timeframes provided to the consumer

We try our best to balance the quality of books we accept as buybacks to us against the quality of books we are willing to sell to other customers. We want our purchasing customers to be confident that they will get a book in good/usable condition without stains or water damage.
Despite the customer’s comments, we provide a vast amount of information and even videos online to explain what we will and will not acceptWe regret that the customer did not avail themselves of this information, but it was providedWe do recycle tons (literally) of damaged textbooks each year that we do not deem worth purchasingThe customer has contacted us and has agreed to pay the return shipping fee for their book. We’ve notified our warehouse team and they will be looking for the book, and we will continue direct communication with the customer for the return of the damaged book

The customer provided us with his PayPay ID, which is the same as the email address they used for their account with usThis is entered into our system by the consumer - we do not re-type the informationWe issued the payment to the PayPal ID they providedThat payment is still valid, but
unclaimed on PayPal. Next to his PayPal ID on our screen there is this message: "(The recipient of this payment is Unregistered)".We believe that the consumer has provided us with an incorrect/invalid PayPal IDThey can contact us directly with their correct PayPal ID, and we can re-issue the payment

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

The consumer created a series of Buybacks on our website in and into January of 2017. Only a fraction of the orders she submitted online were sent to us. The Buybacks we received in late and early were not processed for a variety of reasons (they had been voided because
they were late in arriving, concerns about the account, etc.) At that time (February 2017) we offered the consumer the opportunity to have these books returned if she paid the return shipping costs. While our stated policy is that we will not return rejected books for any reason, we offered this return option to the customer as a goodwill gesture. We simply asked that she pay the return shipping since we provide a pre-paid label for the shipping to us. We believe that this is a fair request in these situationsThe customer refused this offer on 2/3/while communicating with us via our Online Chat Service. She refused the offer when it was made by our CSR, then again when offered by our Quality Supervisor, and finally when it was offered by the Assistant Manager of the Customer Service TeamThat same day she was sent an email which included the instructions on how to pay the return shipping costs and this sentence: “If I do not receive the payment within two weeks from the date we received the book, we will recycle the book.” We did not receive a payment for the return shipping during that time, and as such, we no longer have the booksWe regret that the customer did not respond to us in a timely basis

The company offered to return the book if I sent a check for $for return shipping.I sent them the check but I have still not received the book

The email also explicitly states that the package has been unopened which means the correct books I shipped would still be enclosedThere is still no accountability or responsibility being taken from textbookrush, only blame towards USPS and line vauge email responses with no explanationI am expecting textbookrush to accept accountability and provide some form of compensation for their lack of organization and customer service

Our system sends an automated email when the shipping label on the package is scannedThat is the email the customer receivedWe did not receive the book inside the packageThis is something that happens frequently enough with the USPS that we provide FedEx as a default and recommend that anyone using the USPS purchases insurance for their packageWe're sorry that the consumer did not heed that recommendation, but we have no additional responsibility in this matter

I just received your email stating the claim was closed because I had not responded I did submit my response back so not sure where the disconnect is. Textbookrush clearly sent the wrong books, what they sent is NOT the product that shows on the order confirmation I have attached the confirmation showing what should have been sent is not what we received