TextbookRush.com

The customer did not provide an order numberWe do not have a customer account that matches the name, email address, or street address the customer providedThe customer may have had a transaction(s) with us, but we cannot locate it with the information providedWe would ask that the customer
provides accurate information so we can review the issue

During our busiest Buyback weeks, we can issue thousands of payments for tens of thousands of booksWe do utilize the services of our bank to print and mail the checks using their automation as it is provides a faster turn-around time for our customersThe checks are sent out using USPS
First Class Mail, which does not have trackingThe checks are valid for days, and a replacement check cannot be sent while the first check is still validThe customer''s payment was processed on 2/6/If the check has not been received by March 23rd, they can contact us back at the time for the replacement to be sentIf the check has not been cleared, we can reissue payment at that time.Additionally, the customer's account of the time involved is simply inaccurateThe customer began complaining about the non-receipt of the check within business days of the check being issued, which was less then three weeks ago as of today

it appears that TextBookRush is conducting business unethicallyI have forwarded a pdf showing my original Order Acknowledgment with ISBN and picture of Book that does not match the author and description of bookThe wrong book they sent sells for $I paid $via PaypalExhibit B shows the book I actually orderedAs for returning the wrong book, they did not send a prepaid labelThey send a label showing address, but the consumer is responsible for all feesI had communicated with more than six individuals and they wouldn't correct the orderJust today I received a prepaid label for the book after filing my complaint with Revdex.comThe book has already been mailed back to TextBookRush days ago

We apologize for any delay or confusionWe do not see any emails in our system from the consumer's email addressWe do see the Buyback, and we see a check was mailed to her address on file on October 2nd. If the customer still has not received the check, we ask that they contact us via email
at [email protected] regarding Buyback #***, and our team will be happy to assist

I returned the book in the exact condition in which I received itThe book was usable so I did not contact the company regarding damagesI should not be responsible for additional fees due to damages I did not incurAdditionally, I have searched for the purchase price of this book online, new & used, & nothing I have seen had been near $Even at 125% of the purchase price, that is inflated

The customer had already been refunded prior to us reviewing the Revdex.com ComplaintWe issued the refund when the latest date of the Amazon-approved timeframe (Estimated Delivery: Feb 8, to Feb 16, 2016) had passedThis is despite the consumer's vehement and profane instructions for us to not
issue the refund:"Actually that''s fine
Keep the #### $7..just don''t whine when I tear you to shreds with
Amazon and report you to the Revdex.com#### ***...get ####" - 2/10/2:30:PMWe do not know why this particular USPS shipment took so long do move from Ohio to North Carolina, but we have seen such delays on rare occurrences with every level of USPS service, including Priority Mail.We're sorry for the delay with the USPS, and the shipping costs were refunded as soon as the last day on the timeline had passed

We have been the conduit between the consumer and the Marketplace Seller from whom they have placed the orderThe marketplace seller has issued the refund in full todayWe apologize for the delay, but our policies do allow the Seller hours to reply to our inquiries

The consumer was provided a the option to print a USPS label, but we prefer FedEx GroundWe pay for either label, and FedEx actually costs us moreHowever, do to the reoccurring problems with USPS we offer FedEx Ground as the defaultWe also include this message directly below the labels:
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 packageUSPS 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.While we regret that the consumer's books may have been lost in transit with the USPS, we are not responsible for their lossWe will need to replace the books at full price (not the "off-season" and bulk prices we normally get), and because of this, the consumer will be charged the amounts provided to her online for the non-returned booksThose books are due 9/1/2015, and will be charged shortly thereafterWe would prefer the books to be replaced by the consumer than to keep her moneyIf she can replace them with the same ISBNs in good condition, we can refund her purchases charged minus a $late fee per itemWe can extend this offer until September 11th, The books would need to be received by us on that day

When the customer searches for a title or ISBN on our site, we provide a list of all of the available options for that textThese might include purchase and rental options, as well ebook, international edition, and instructor editions. The prices are listed next to each version/edition, and
the consumer is free to select which version works best for them.We have a hyperlink next to the International Editions that provide an explanation of why they are a great way to save money. Our records show that the consumer was shipped the exact version they selected. In this case, they saved over $versus the costs of the US Student Edition.This book information was captured at the time of the order and appears on his invoice:ISBN BN 705(139)SKU4141065625-2-14-3ItemART OF PUBLIC SPEAKING / LUCAS, STEPHENInternational, SoftcoverEdition: 12Qty Price $We shipped the exact version ordered, and no error was made on our sideWe're sorry the customer was not able to use the textbook, as the International Versions are the same text/content as the US Student Edition at a much lower price

We regret that the consumer decided to use the Revdex.com for Customer Service assistance rather than informing us that they are having problems with their productWe are thankful, though, as the customer has refrained from the profanity and demeaning comments on the Revdex.com site that have been constant in their communication with usThis is the first we had heard about the issue with their item, and we have issued a full refund today via the website that they used to make the purchase (not our website)We wish the consumer well

I believe I sent in my rejection prior and the items textbookrush.com sent are not the same items that are on my order confirmation, they are trying to say that we ordered the international edition but that is not the case and clearly is not what the confirmation shows The screenshot that was sent with their reply is not our transaction so not sure how this is relevant I am not looking for something for nothing but we should receive the correct items As I mentioned before I believe the proper resolution would be for Texbookrush to send us the correct books and I will return the wrong books they sent

The customer’s books arrived to us in December, and on December 27th we sent the customer an email that stated we were unable to purchase many of the books because they did not meet our purchasing standardsThe customer did not respond to us until January 9thWe told the customer that we would
contact our warehouse to see if the items could still be returned, but that he would have to pay the return shipping (since we paid for the shipment to us), and the customer replied with: “Bull crap! You are stealing from meI will file a complaint with the Revdex.com and speak to the media if you don’t return MY property back to ME!” Unfortunately, by the time the customer contacted us, the books had been discardedDespite the customer’s statement that they “know for a fact” that we sold the books, we did notWe couldn’t confirm that the books sent to us were copies of the text authorized by the publisherThis is covered in our Terms and Conditions here: http://buyback.abebooks.com/terms.aspx Final Paragraph: All items are inspected by us upon receiptYou understand and agree that if, in our sole discretion, any item is determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any party, we may retain and destroy the item without payment to you and without giving rise to any other obligation to youYou also understand and agree that we will not return or otherwise distribute any items determined or suspected by us to be counterfeit or otherwise infringing on any law or the intellectual property rights of any partyYou will hold harmless and indemnify us for any claim arising from the receipt of infringing or otherwise unlawful goods from you

We were in contact with Textbook rush on Dec asking for more than one return slip since we would need to return in more than one order They sent only two return labels but we did not realize they were the same tracking number until we went to Fed Ex the second time We had to renew the books because we could not get in touch with the company They do not have a phone and we must communicate during their business hours of a.mto p.mweekdays We finally had a new unused return slip after contacting the Revdex.com (and they are now in transit) but we would like the $that we had to pay because we could not ship them due to the lack of an unused tracking number

They are not addressing the issue. They do not have the item that was sent to them in error and have admitted receiving and discarding it
Please get me the contact information to proceed with a small claims suit since they are UNWILLING to replace the book. VERY POOR business practice and I will do everything I can to get the message out about everything is fine with the company until something goes wrong. THAT is where BUSINESS INTEGRITY and reputation come into play
PLEASE HAVE YOUR OWNER CONTACT ME - NOT SOMEONE WHO THINKS THEY ARE

Besides having hundreds of thousands of book titles in our own warehouses, we partner with other companies and individuals across the world how list their items on our MarketplaceThe customer ordered from one of these Marketplace sellersThe consumer did not receive the book as expected, and
called the Customer Service number for that sellerDuring a chat with our CSRs she stated: “I called the number provided for them and they said that my order does not exist and they do not sell text booksis this is a scam I should report to my credit card company? including this website?” While on the chat with our CSR, she called the number again, and told us: “I am talking to them now and they issuing a refund.” We see that the refund was issued that same day (12/28)We apologize for the item that was lost in transit from the Marketplace Seller, and the consumer has been refunded in full

No one has made any attempt to contact this person. Since the payment was made in error it should be able to be reversed. I also recieved this e mail agreeing to make things right.CASE_ID_NO: *** Hello, If ***@yahoo.com was an incorrect PayPal email address, kindly provide the correct one and we will have accounting reissue it to youThanks, Diane

The consumer has two orders with usHe has rented the
textbook on one order, and purchased it on the other orderHe has requested a
return
for the PURCHASED order of the Astronomy textbook, and we provided him
with the return instructions for that purchased bookHe returned it, and it
has been refunded
Here is the text of the message he sent us:
Posted: 6/23/4:03:PM
Sent To: [email protected]
CC:
BCC:
Subject: Returns
I would
like to return my book pleaseHow do I go about this? Thank you
Order Number: 1***
We fully understand the situation, but we have followed the
consumer’s direction and requests, and refunded the purchased item as that was the order number providedThe order
number the consumer provided to us is the PURCHASE order, not the RENTAL order
for the Astronomy textWe provided return instructions exactly as we were
asked, and refunded his order when the item was receivedHis rental order for the same text is still open
and validIf the item is returned with fillor missing pages, he will be
charged the replacement cost of the item as detailed in the rental terms and
conditions. The consumer’s book is now
past-dueIf not returned in a couple of days, he will be charged the
non-return charge (same as the replacement cost). We regret the error made by the consumer, but
cannot reverse the process that we followed at their direction

1.) If you really sent all of those emails, what email address did you send it to?2.) You must have had other means of contacting me with the information I providedYou failed to do anything and instead charged me.3.) You have no actual form of customer service, you have no telephone number to reach you at and I am clearly not the first person to complain about your business.4.) I have written a formal dispute charge to my bankI have a receipt indicating I sent it back via USPS on the 26th, with a tracking numberYou never sent out a prepaid label to my address or anything.5.) You clearly had other means of contacting me, failed to do so, charged my card twice, have no actual customer support to talk toLie to customers, lie about contacting me, and then lie to the Revdex.comYou NEVER ONCE contacted me with any information I provided upon the initial rental.I will never recommend your business to anyone in my life, I will actively discourage anyone from buying anything through you

We regret the situation the customer was in with her bank that caused her to close her accountsHowever, as part of our PCI/DSS (Payment Card Industry Data Security Standard) processes, we do not see or save the Credit Card information used on our websiteInstead, it is funneled through a 3rd
party agency that has robust security in place to protect consumers from data breachesDue to these steps, we can only refund a customer to the same method of payment they used for the orderThis was communicated to the customer prior to the refund being issued.The refund was issued and received by her bank, and the funds are now with themWe will email the consumer the transaction code for that refund, and they can contact the bank to further address the situation. While we are empathetic to the customer's situation, the charge has been refunded and the the funds are now with the banking institution

The book we received from the consumer had liquid damage (wrinkled pages and stains) that caused it to not meet our purchasing standardsThe consumer agreed to our Buyback Terms and Conditions by submitting the Buyback, but he may not have read or understood themOur policies are very clear on
this matter:http://www.textbookrush.com/help/faq/buyback-faq.aspx What happens if I send a book that you do not buy back?
If you send a book that we do not buy back, the book will not be
returned to you and will be recycledSome examples of books that we do
not buy back are liquid damaged books; books with damaged bindings
(e.g., pages loose, missing, or falling out); defective books; and books
with torn/taped covers, or study guides/workbooks with any
highlighting/writing
However, in the chat, our CSR did offer the consumer to have the book sent backWe asked that the consumer only pay $shipping and handling, as we paid the shipping price to have the damaged book sent to us. The consumer instead replied with demands for our CSR's full name, her manager's name, etcIn example:"Who is your manager and why are u feeding me with this crap"However, the consumer did mention in our Live Chat that he followed our instructions and purchased insurance on the package. That would be unusual for a consumer to purchase insurance on our FedEx labels, but we are taking the consumer at his wordWe would encourage him to pay for the return shipping, and then take up the issue with FedEx based on his purchased insuranceHe can contact us back directly for the return payment instructions