TextbookRush.com

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

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

The consumer has a Buyback created in our system using the number providedHowever, that Buyback has not been processed or received by our teamThe tracking number on our pre-paid label for that Buyback shows that the package has never entered the FedEx tracking system. The consumer has no
other Buybacks under the same account as the Buyback number provided (Buyback #***).We ask that the consumer double-check their recordsPerhaps they have sent the item to a different company

The consumer purchased a book from us on January 13, We have no record of communication from the consumer until this a few days agoWe have no record of a return being requested or an item being sent to us that was returned to her months laterIf the consumer can provide tracking showing
that the item was returned to us back in January/early February, we will issue the refund. Otherwise, the book that was ordered at the start of the semester is well past the day return policy timelineShe may want to look into a Buyback to sell her book to recoup some of the costs

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

price to return books not provided in the policyI have been exchanging books for years and never had a problem with filled in answers, only in a few cases adjustments

The consumer created an online Buyback to
sell us a specific
edition of a book:
General, Organic, and Biochemistry
Denniston, KJ
Edition: 7th
McGraw-Hill Companies, The
Book: /
When the Buyback arrived, our team opened the package and found a different
version of the textbook:
General, Organic and Biochemistry
Denniston, Katherine J
Edition: 7th
McGraw-Hill Higher Education
Book: / 007735480X
They quoted us the US Student Edition of the book, and sent us the
International Edition of the bookDue to this, the book was returned to the consumer
As the customer stated, they contacted us, and we informed them that they made
the error with the ISBN. Due to this
issue, the book was returned to the customer as a courtesyWe did ask the
consumer to pay the return shipping costs, as we paid the shipping costs to us
for the incorrectly returned bookWe returned the same item we receivedThe
consumer used our free USPS shipping label, and not the free FedEx label we
recommendWhen using the USPS it is possible for items to become mix
between packages being shippedDue to our volume of inbound shipments, it is
almost a daily occurrenceThis is why we post this message online:
http://www.textbookrush.com/help/faq/buyback-faq.aspx:
“We strongly suggest you purchase insurance when shipping
your buyback to us via Media Mail, however optional insurance for Media Mail
packages is not an expense TextbookRush covers
TextbookRush is not
responsible for packages lost or damaged in transit.”
We would recommend
that the consumer contacts the USPS if they have insurance on their shipment,
as we have returned the item we received

The customer did order a book from a different company as
stated aboveThat company send us an electronic order to ship a specific book,
which we didWhen the customer contacted us for a return, we accepted the
return and provided the address, but asked him to pay for return shipping,
since
our systems showed we shipped the correct bookHe did not let us know
what the error was with the item we sent himWe asked him what book he
received in error, and we were told: "I would assume its different from
the book I ordered, as it's a different book." We asked again, and were
told: "I'm unable to tell you the ISBN of the book you sent me, as it's
already in the mail, being shipped back to you." We have not yet received
the item being returnedIf the item returned is not a match for the item that
was in the order sent by the other company, we will assume that this was indeed
our mistake and will issue a full refund, including shippingIf it matches the
item we were told to send, we will issue a refund of the product price onlyWe
would recommend the consumer contacts the website that he used to place the
order if he feels that is in errorWe strongly disagree with the consumer's
portrayal of our treatment of soldiers/veteransIn this case, we were unable to
provide return shipping to the customer because of their lack of communication
with us as shown above

The consumer will be charged extension fees, and then purchase fees if the items are not returned very shortlyOur previous offer to the consumer still stands (we just want our books replaced, not their money).Previous offer: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 money
If 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

Hi,I do not wish to pursue this case at the momentI would like to have it marked as resolved.Thank you,

A refund was issued but not on the same business dayIt was hours after they were contacted from the Revdex.comOnly them were they willing to assist in resolutionRefund was from textbook rushThe seller ergode books never attempted to refund mePoor customer service will never use that site againStudents do not deserve to be scammed college is stressful enough

I don't want store credit. I have no intention whever to buy anything from Abebooks/Textbooksrush I want a check and seeing as a claim for $has now been reduced to %of the quote of $($62.49) is being offered by the company for a customer who has clearly done business with company for awhile, I would think the least the company would offer is sending a check in lieu of forcing me to spend it with them!Maybe the process or the companies haven't changed but CLEARLY, the people and the customer has!!! Upon conclusion of this matter, please also consider part of my desired resolution to permanently close my account with Abebooks, Textbookrush, whatever/whoever running the show. I want no parts of doing business with "them" ever again

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meThey switched up the meaning of my response in the emailYes I stated the email address was wrong on they're be half but they never fixed it with multiple email I have sent stating the correct addressBut I will still accept that they will issue the check

The customer’s order was flagged by our Fraud Detection
system, and was canceled accordingly.
Due to this, the customer’s account was likewise closedThis is out of
an abundance of cautionNo system, ours included, is 100% accurate at preventing
all fraudulent
transactions and allowing all legitimate transactions to be
processed. We make our best decisions with
the information providedWe are making no public statement regarding the
consumer’s account, and are only explaining why the order was canceled and the
answers given to the consumer were not as explanatory as they would have liked
The consumer was never chargedAs they have been told via
email, only a pre-authorization was issued against their cardThis is not
money we collected, but funds placed on hold by the consumer’s bankWe would
refer the consumer to their bank for details on how long they keep the funds on
hold, as we do not have a part in that process.
Nothing can be refunded, as no funds were collected

The book is being returned to the customer We can provide the tracking number if the customer emails us directly

The customer did not provide a valid Buyback Order Number.The customer did not provide a valid email address.The customer's name does match any accounts in our system.The customer's address is likewise not in our system.We are unable to confirm this is a valid transaction with us, and therefore
cannot reply with any specificsIf the customer can provide actual account information we will be happy to review the issue further

Attached is the pdf forwarded to TextBookRush immediately after receipt of wrong book to facilitate the order correctionThey denied to correct the order.Thank you,*** ***

Complaint: ***
I am rejecting this response because: contacting textbook Rush was only available through limited chat or by emailSince this was an expedited order it was extremely important to be contacted and kept in the know quicklyTheir website only indicated shipped I never got a tracking number until just recently when the order was indicated it would be arrive in business days it was never actually placedOne of the responses that I received was actually a quote of my response to themTheir listing of the textbook in the very top line as hardcover is what I went by I went through many many different sellers and plans and decided to go with him because of price and it listed hardcover this needs to be corrected I need more than just a hollow apologyMy son has gone for over a week without the textbook and due to their negligence he is behind in the programOpen and frequent communication is key to a successful businessI would like a hardcover copy of the book as indicated in the top line of their ad to be shipped to my son overnight at their expenseThey offered it, I purchased it, money exchanged handsAnd they have not deliveredThat is what I expect
Regards,
Bret Crowl

The consumer’s accounts with us have been closed due to the previously mentioned violations, but we have not blocked his emails from reaching us. We would refer him to his email provider for assistance if he is having email issuesWe do not provide phone support, and again ask the consumer to email us, listing the buyback numbers and ISBNs that he feels are not yet resolvedWe will reply to his email after we have reviewed the information. The consumer has continuously failed to follow our instructions, guidelines, and Terms and Conditions of Participation, which is the reason for the account closure

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is acceptable I am leery of any organization that continuously receives and has to deal with these types of complaints I will certainly check the number of Revdex.com filed complaints within the last year before I use another online textbook rental company