TextbookRush.com

The attached image is a screen-shot of the customer's account from our systemI have added an arrow pointing to the book in question, and our system shows the "Trait" of International EditionIt also shows the amount we paid for the International Edition itemWe have cropped the image to remove personally identifiable information for this customer

The consumer provided us with order # ***That is not
one of our Buyback numbersHowever, we have found her account and history
The consumer created two Buyback orders on our websiteBoth orders are
unique/individual, and come with individual pre-paid shipping labels
However,
the consumer combined both books into one package to send to us
When received, our team found that one of the books was
stained, and we were unable to purchase itThe other book was not the edition
that she quoted usDue to this, both books were rejectedOur stated policy on
our website is that we will not return books that we do not purchaseHowever,
as a courtesy, we did return the books to the address that the consumer
SELECTED during her Buyback processShe had added a new address to her
account, but when she created the Buyback online she manually selected the
older/inaccurate addressThis is the address that we show on the Buyback
online, and on the label generated for that Buyback, and the address that we
returned her items to as a courtesy
The consumer’s books were returned to the address that she providedWe cannot issue payment for books that we returned as a courtesy, and refer the consumer to our Buyback
policies for any additional questions: http://www.textbookrush.com/help/faq/buyback-faq.aspx

the answer does not get me the $that is owed to meI do not care that they buy books and have a orders; if anything , because of that, they should have better customer service then to steal the books someone sends into them and hope that person forgets to contact textbookrush months later so they can keep the money It is absurd they require someone to wait over months to receive the money textbookrush said they are going to pay them for the books sold to themTextbookrush could issue another check or stop payment on check but they refuse toI said I would pay for it and they still refusedThat proved my point right here that they do not want to pay me the money they owe meI want my money that textbookrush owes to meThat's itSomething that is rightfully owed to me

The customer's book was received with highlighting and underlining
throughout the bookThe reason for the book being rejected was
"OBSCURED TEXT", which in this case refers to the multiple pages with
underlining as well as highlightingSimply put, this book was not one
that we felt we
would be able to sell to another consumer due to the
readability of the textWe have sent the book back to the consumer as a
courtesy

The consumer was charged $for the damaged item on September 4,The Consumer was refunded the same amount, $126.01, on September 5th, 2015. There is nothing left on the damage item charge to refund. We consider the case closed as the damage fees have been already refunded

The consumer had been a loyal customer of ours, and as such
was given some leniency with their transactionsWhen that leniency was abused, the consumer was given explicit instructions for future Buybacks and
how they would be processed. The
consumer chose to ignore those instructionsWe regret that the consumer made
that choice, but that was wholly their decision. Our email to the consumer could not have been
clearer:
“Please note this will be the last send backPer the terms and
conditions we will no longer send items back.”
Here is the link to those Terms and Conditions: http://www.textbookrush.com/help/policies/buyback-terms

If you could tell me how it is possible for 2/of a package can disappear from a sealed box I could accept that If it were damaged or lost all together it would make some sense But that's not the case In this situation good size books vanished leaving just one book behind I'm being told there are sometimes issues with the uspsI would like to know how many times only 1/of a package is recived

The customer has a history of issues with usHer last
rental order was returned months late, and at that time we issued her a full
refund of the non-return fee as a “one-time courtesy”. In this case, the book was returned early,
but in a non-usuable conditionThe
consumer states:
“I've sent them an email asking why they don't insure their
shipping labels or give their customers an option to insure their packagedAs
a customers you have to use their prepaid shipping labels.”
Our default return label is FedEx, which is insured for up
to $100. We offer USPS Media Mail as an
option, but specifically state that they should use the FedEx label or purchase
their own insuranceHere is the text that appeared on her account directly
below the graphic where she selected USPS versus FedEx:
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
The customer chose not to do so, and the item was returned
to us in damaged conditionDespite these issues, we have reviewed the rental
history of this book and have issued her a 50% refund of the damaged chargeWe
believe that this is more than fair based on the circumstances involved in this
issue

The book was shipped using USPS Priority mail the next business day after her late afternoon order. The USPS Tracking provided to the consumer shows that the item was delivered earlier today to the address she provided. The book was shipped in the manner requested and delivered in the
time-frame selected and paid for. The consumer sent us two emails, with one of them being an offline session of our Live ChatBoth emails have been responded to prior to this Revdex.com complaint being received.The consumer's requested resolution has already been provided. The USPS Tracking site shows delivery status of:

We track every transaction by ISBN, so I have reviewed the Buyback history for the ISBN the consumer is asking aboutThis is not a common book for usThe previous transaction for a Buyback on this title was nearly months before this consumer's transaction with us. The earlier transaction was processed and paid without incidentTheir books would have been removed from our processing area on June 30th, This consumer's books arrived into our processing area on August 25th, We received and processed the books in the condition we received themWe did not mix up their book with another one from a different consumer

While we believe the error to be solely on the part of the consumer, we have re-issued the payment via check as requested

The specific issues that the consumer states are not entirely accurate.They state that we have not provided them with a tracking number: We provided the tracking number on 12/23/via email.The rental buyout fee is based on the cost of the book from the Publisher, and her cost is actually one of the lowest we've seen this semester.We have provided the consumer with instructions to contact her FedEx shipping hub to track down the packageWe've already been told by the consumer to charge her card, which will happen in a day or so when her extension period expires.All of her emails have been answered by human beings, including the latest one, which was sent by me. They are not canned/robotic responses.We believe this addresses all of her concerns

We have no record of the customer's rental being returned to our facilitySo much time has passed that the USPS Tracking now only shows: "Status Not Available"Due to issues with the USPS in the past, we specifically recommend that anyone shipping via the USPS purchase insurance on their
item. That is intended to avoid situations such as this.Earlier, the customer issued a chargeback against the rental Buyout fee with their credit card company. The chargeback was denied, as the credit card company sided with us based on the evidence presented. We assume that this has led to the Revdex.com complaint, as we have not heard from the consumer in a couple of months.While we did not receive our rented book back, and have had to replace it with a new item to replenish our inventory, we did take a look at our cost and rental history of the specific book that was not returnedBased on our history with that text, we have issued a 50% refund of the rental buyout fee to the customer's credit card today. This is being done simply as a courtesy, as our book was not returned to us, and we are out a significant expense over this issue.The customer should see the pending credit on their credit card account already

I am rejecting this response because:I still mailed back the book, did not receive the book returned to me, and I originally received an email from Textbook rush saying that my package had arrivedThe company's response failed to address the subject of my complaintIt never mentioned the statistics book the company claimed I returned instead of my constitutional law textbookThe company also failed to provide an explanation for its refusal to reply to my emails, despite their stated policy of replying within hoursRather, the company seems to have submitted a form letter that is a poor response that does not apply to this specific situation.
Regards,
*** ***

We will return the item as a one-time courtesy

The consumer sent us their address (email received today), and we have asked our Accounting team to re-issue the paymentThere is nothing further that we can do at this time

We have tens of thousands of books out on rental each term,
and each term we do have a handful of issues with packages in transitIt is an
overall very small percentage, but each incident impacts a college student and
our company. We have had the issue the
consumer
described where packages are mishandled during shipping and books are “co-mingled”
between packagesIt happens much more frequently with the USPS, but does
happen occasionally with FedEx. We
accept the consumer’s thoughtful explanation of her packing her shipment, and
have closed her rental without any further charges being attemptedShe has not
been charged the mentioned $charge, and will not be We wish the consumer well

We deal with hundreds of thousands of inbound packages each
year, and have been doing so for almost yearsOur experience with these
millions of shipped books is that the shipments sent by FedEx have fewer
problems in transit, and even when they do, they have $of insurance
automatically
applied to each packageConversely, shipments sent by the USPS tend to get
lost or damaged more frequently This is
why our website defaults to FedEx, and explains that only the FedEx shipment is
insured
The USPS has a process called “Loose in the Mails” where
they try their best to match up contents of packages that have been separated from
the packageOftentimes they are successful in returning the same books to the
same package, and the Buybacks are processed without issueHowever, sometimes
incorrect books are put back into the package, or put into a new package and
re-labeled by the USPSWhen they arrive to us, we scan the barcode on the
label to match the package to the Buyback, and then we open the package and
process the books We believe that this
package was re-worked by the USPS, and this is why we received the incorrect
booksWe would refer the consumer back to the USPS if they purchased
stand-alone insuranceOtherwise, we do occasionally get carts of loose books
from the USPS, and we search our database to match up books from these
shipments to Buybacks that have open lines for the same ISBNIf we receive
such a shipment that matches the consumer’s books, we will issue payment at
that timeThe consumer’s package did spend an unusual amount of time at a
local USPS processing center, so it is a possibility However, this is rare, and we do not want to
mislead the consumer into thinking this is likely to happen.
From the USPS Tracking:
December 13, , 9:am
Departed USPS Destination Facility
COLUMBUS, OH
December 8, , 12:am Arrived at USPS Destination
Facility COLUMBUS, OH 43218
To summarize, we can only pay for the items we received, and
that is why their payment was significantly less than they expected

The item was returned as a courtesyIt was already in transit when they filed the Revdex.com complaint, and was delivered on April 1st, 2016. There is no additional action for us to take

The customer emailed us today at 12:15PM ESTWe replied at 12:PM EST - twelve minutes laterIn our reply we have asked him for his PayPal ID so that we can change his payment methodIf the customer replies to that email and we receive it before his Buyback is processed we make the requested
changeThe customer's Buyback was delivered on Wednesday, and as stated online, we require 1-business days to process themWe ask that the customer replies to the email we sent him a couple of hours ago (but does not reply her, publicly) with his PayPal ID.We need the customer to follow the directions previously sent. We feel that the Revdex.com complaint may be a bit premature