TextbookRush.com

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 only "computer response" is that our checks are mailed via automation from our BankWe answer our emails with real peopleThe consumer has been given the same response because it is the accurate responseOur checks are valid for days, and we cannot reissue checks until that 45-day period
has expiredThe exception is that we can reissue the check to a different address if the USPS returns the check to us as "Undeliverable As Addressed". As of yet, the check has not been returned to us.We'll gladly reissued the check after days from the original issue date, as long as the check has not been previously cashedWe have made a note to our calendar to request the re-issue of the check next weekThe consumer does not need to take any additional action other than to logon to his account and verify that his SHIPPING address is correctThat is the address that the checks will be sent toWe only need to hear from the consumer if there is any error with this address on his account

We have no record of receiving any emails from the customer's email addressNoneWe ask that the customer contact us for information on how we can reissue the check (after days from the date the check was issued)

We had an inventory error on this consumer’s
order that
impacted all of our listings for this itemIt listed as the complete set of
all of the commentaries, but the item on our shelves was just one volume. We have corrected the error, but we do not
have the complete set available. It is
not currently for sale on our site (the “Buy It” button is grayed-out)If the
consumer has already added it to his cart as stated, he should delete it, as it
is not the complete set and will not be shipped
We do not have the missing volumes, so we cannot meet the
consumer’s request. We have refunded the
consumer’s order in full via Amazon, and he may keep the one volume they received
We again apologize for the error

The seller did refund the amount paid and shipping feesBut that does not identify the fact that, they are selling a product that they do not have in stock, and offering a faster shipping time frame in additionThe seller on the website, still has the book for sale, ready for shippingYet, they tell me that the book needs to be obtained by the publisher and would take 3-weeksSo anyone else that goes and buys the book on the website from this seller, will not know that and think they will receive and in-stock item in the shipping time frame paid foradvertising and extortionSomething or someone should be audited, wether textbookrush.com or internationalbooks

The customer (the daughter of the person issuing the Revdex.com Complaint) placed an order with us in September of The customer selected items during the checkout process, and was sent the exact items selected The customer only paid for the items selectedThe customer used the items for more than a year without issueIt was only when the customer tried to resell the items that they realized they had been shipped the lower cost international editionsThat was what they selected and what they paid forThe customer has had this explained multiple times both via the Revdex.com portal and through email with usWe do not know how to else to explain it, other than the customer paid less at the time of purchase and received what was selectedWe have a day return policy for any reasonThe customer did not have any issue within days, or within monthsIt was not until months after purchase that contacted us about their initial purchase.To clarify, the customer is not "out" anythingThe consumer wants the resell value of the US Student Edition textbooks, but they only initially paid for the International Edition. They saved much more on the initial purchase than their perceived loss on the resell valueThey received the item they selected and paid forNo error was madeWe cannot provide a refund for textbooks that were purchased more than a full school-year earlier

The consumer has not accurately described either the transaction or our communication.From the consumer:"
"line-height:115%,"sans-serif">When
I told them I would report them to the Revdex.com they disconnected the chat room"
From our Chat Transcript: [ 4:12:PM]
Admin:We sent the books to the address you selected - we are unable to know that you selected an old address
[ 4:13:PM]
Admin:Once the books are returned, we will issue the refundWe appreciate your patience in this matter
[ 4:13:PM]
Admin:Since that is the core-issue, and it has been addressed, I will close this chat.The chat was closed when the consumer had stopped responding to us.Our websites are aimed at college students, who frequently have different billing and shipping addresses, and even multiple shipping addresses as they move more often than other demographicsIn this consumer's case, they have Shipping Addresses. At the time she placed the order, she apparently selected an older addressThis is where we shipped her bookWe do not "select" any address or hand-write the address labelsIt is all automated based on what the consumer selects onlineThe consumer contacted us and demanded her books to be delivered the next business day or to be given a refundThe consumer was very adamant that she did not make a mistake, and was unwilling to accept any responsibility in the matter:"No you selected the WRONG ONE BECAUSE I ADDED THE NEW ADDRESS WHEN I MADE THE ORDER who is your Boss I want them not" (sic)"It''s a mistake on your end NOT MINE""This was you all mistake why should I suffer"As we have told the consumer, we shipped the item to the address they providedThe USPS says that there is a Forward on the address, and that it will either be delivered or will be returned to usNeither outcome is within our controlIf the books are returned to us, we will refund the product price

I should not be held responsible for books that were lost using Textbook rush's label I used the labels that were emailed to me I mailed the books back and it does not make sense that you received one book out of in the package I will not replace the books or pay for them

I am rejecting this response because:My packages estimated delivery date was on 6/the same time in which I was notified that my package was delivered to the warehouse with no booksIf it is the case that they are "loose" why has it taken over weeks to find them?
Regards,
*** ***

The customer states that we would not give her a shipping refundWe have refunded her $for the payment of the third book that we did not have to returnThe customer shows a picture of an opened package with two books insideWe are not disputing that we returned those two books, so we are not sure why the picture was includedThe customer states that they have proof that the initial shipment was for a different weightWe see that the FedEx tracking shows that the weights differ slightly, but not enough to accommodate a 3rd bookTracking for the shipment to us: https://www.fedex.com/apps/fedextrack/?action=track&language=english&cntry_code=...⇄ lbs https://www.fedex.com/apps/fedextrack/?action=track&language=english&cntry_code=...⇄ lbs The chat screen shows that our stated they would have to retrieve the books in order to have them returnedShe was not in possession of the books while on the chatOur position remains that the customer sent us two books, and that two books were returned

Please send me the tracking info through Revdex.com or to ***@***college.edu

The book was rented in "Acceptable" condition, which is the lowest condition we will allow for rental/saleWe have reviewed the images of the book, and we have refunded the customer for the damage charge based on the book being near the end of it's useful life with us. We have not refunded
the initial rental charge, as the consumer did keep the book for the entire rental period

Textbookrush has sent the Revdex.com pictures I have never seen, claiming that they retrieved the book from their "quarantined area in the warehouse." Prove that that is my book cause I can prove IT IS NOT I have submitted a picture of the original book with a pink" Post It", with my Rental ID# on it I took a picture of it because I did not want Textbookrush to claim that they couldn't process this book properly without the right ID# and charge meThere is no damage in my photo The other pictures are the ones that Textbookrush sent me via email Why didn't the they send the same pictures to the Revdex.com that they sent me? Oh, I forgot they went into the untouched "quarantined area" to show the Revdex.com some "water damaged" book, but where is the pink" Post It" that identified my account. Textbookrush is trying to rip me offThis company has to be stoppedI want a full refund

I am rejecting this response because: The book still should last more than months no matter what the return policy isEspecially if it's not being used

We have no record of any account for this name or email address. Additionally, we checked all of our orders for this name in the past months, and have no orders shipping to the name providedWe would ask that the customer provide the name and email address used on the order, and we can
review the matter further at that time

The books were returned to the customer, and the tracking shows they were delivered on Saturday. The consumer was told this by email on FridayWe're unclear why the Revdex.com Complaint was issued after she had been told they were already in transit to her and had been provided the tracking
information.The consumer's request has already been met

The consumer is mistaken on several issues
The consumer was
provided the details of the Buyout charge for damaged or non-returned items at
the time she placed the order onlineThe consumer also agreed to our Terms and
Conditions when she submitted the rental orderThose include the information
on the buyout charge, and specifics about damage. Below is the text and the link to the terms
on our website
“Items received with heavy markings/writing or in otherwise
damaged condition will incur additional chargesOther damages include but are
not limited to water/liquid damage, loose/falling out/missing/torn/taped pages,
torn or taped cover, or spine damageIf 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, and the item will not be returned.”
This can be found here: http://www.textbookrush.com/help/policies/rental-terms.aspx.
I am attaching additional images of the consumer’s textbook
showing the water damage and discoloration.
Due to the likelihood of mold to develop on liquid-damaged books, we
cannot re-use them and keep them for a short-period of time in a quarantined
section of our warehouse We cannot
return them to the shelving “stacks” of our warehouse with other books, as the
possibility of mold spreading to other books is too great a risk
However, we have also reviewed our rental history with that
bookThe book was not brand new, and we had been able to utilize it
previouslyDue to this, we have issued the consumer a 50% refund on the
Buyout/Damage charge, and the consumer should see that as a pending transaction
on their credit card account now.
Additionally, since we cannot re-use this textbook, we can send it back
to the consumer if they wishWe ask that they contact us back within by Monday
July 6th to arrange the return shipping at their expense We believe that this is a more than fair
response as our policies were clearly stated online

The customer used our online Buyback site to create a quote for selling books to usThe quote was for items totaling $63.99. When we received the package, it contained items with a total value of $46.49. We paid for the items we received, and cannot pay for items that were not
receivedAs stated on our website, there is $per package of insurance provided if the consumer selects the FedEx shipping option, but no insurance is provided on the USPS shipments. If the consumer purchased insurance through the USPS< we would refer them back to the USPSFrom our website: http://www.textbookrush.com/help/policies/buyback-terms.aspx Items not received TextbookRush is not responsible for items lost in the mail or missingOur pre-paid Fedex labels are insured at $per boxUse multiple boxes and unique labels if the value of your books is greater than $Pre-paid USPS Ground labels are not insuredWe recommend you choose to purchase your own insurance for USPS Ground shipments but you will not be reimbursedUninsured USPS Ground shipments that arrived damaged are the responsibility of the shipperTextbookRush is not responsible for books that are lost in mail or missing

I am rejecting this response because: I would like the book returned to me if it is going to be discardedI am sending them a new copy of the book, so they will have their bookIf they can send the book back and remove the late fee, we can condsider this matter resolved
Regards,
Lisa Schamber

Revdex.com:
I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me