TextbookRush.com

The consumer has rejected our response, but due to the delay in contacting us, we cannot assist her. Our previous response is valid and final - we cannot return items that we no longer have.We would have been willing to return
the items had the consumer contacted us when we had the books available for a
returnWe now understand that the consumer had medical priorities and did not
contact us when we notified her of the wrong books being returned. Since
we were not contacted until three weeks after we sent the email, we are unable
to return the itemsWe no longer have her books available to return. As a courtesy, we refunded her for the
charge of the book she owes to usThat was the only option we had available,
and considered it "above and beyond" as we no longer have the book
nor the money for the bookWe cannot assist the consumer further

We apologize for the miscommunicationThe first CSR did not notice that there was a return label on the BuybackThe consumer has already been told by the next CSR that the items were being returned to the consumer as a courtesyThey are in transit nowwith a delivery estimate of Tuesday the
23rd

The consumer contacted us by email earlier today and we have sent them a temporary password and additional information on the items that we considered too damaged or had too much writing in them for us to purchase. We cannot provide password information via this public format

I have not received any new emails or updates since my first initial contact with their customer service department, notifying me about whether my book was foundI assume at this point they are still looking for my bookI will accept the businesses response when I get confirmation my book is found, payment for shipping is made successful by me, and my book sent back to me

The order was placed with one of our Marketplace sellers, and not us directlyWhen the consumer contacted us on February 11th we did reply to him - informing him we would reach out to the seller on his behalfWe created a new email from our CRM system to the seller, and copied the consumer on that
emailThe seller replied that same day, with the text of the email shown belowThe consumer was repliby us and the Marketplace seller on the same day he initially contacted us (February 11th)We have no record of any response from the consumer to those emailsWe will re-send the marketplace seller's email today to the email address on the order (which is the the same one that consumer used for this Revdex.com Complaint). The only caveat is that the Marketplace seller may no longer have an additional copy of that specific item, since so much time has passed.To summarize, the ball is in the consumer's court, and has been for weeks. We ask that the consumer look for the email, reply to the Marketplace Seller, and CC us on that reply.Text of the Marketplace Seller's email from February 11th:Thanks for your email
We are very sorry to know that you have not received the bookWe would
like to inform you that your book was shipped from our warehouse on the
very next dayIt was expected to reach you as per the scheduled date
Now as per your above mail, it is confirmed that the book has been lost
in transit.We would like to compensate for the same from our side in the following waysThese may be as per your convenience.`• We can ship a replacement copy to you with no additional charges, If available.• We can issue you full refund for the ordered book.We would take any of the above actions post receiving your approvalSo kindly revert on the same.Please let us know if you need further help

Hello, In regards to case 11456928, the company has yet to mail me back my text booksWhile they provided me with a tracking number, the US Postal Service is not aware of the books being delivered or kept at the post officeAs a student, I am incredibly upset and disappointed because I paid a lot of money for those text books, and expected this company to live up to its promisesIs there something else that can be done?

We understand the consumer’s frustration, as it is also our greatest frustration in Customer Service as well. While the great majority of packages we, as individuals, ship and receive through the *** have no issues, we can receive more packages in a single day than the average consumer would
receive in their lifetimeAlmost every one of those packages contains a heavy, hard-bound textbook (or this case, textbooks)Our experience over the past decade is that the shipping process and equipment used by the *** is more likely to damage a package than ***This is why *** is our default and preferred shipping method (even though it costs us more). On our website, we state:*** guarantees delivery in 1-business daysEach order shipped via *** is automatically insured up to $per package*** Ground usually takes 4-business days to arriveWe strongly suggest you purchase insurance when shipping your buyback to us via *** Ground, however optional insurance for *** Ground packages is not an expense TextbookRush coversTextbookRush is not responsible for packages lost or damaged in transitThe consumer selected ***We deal with the *** on a regular basis to deliver us books that have been separated from their packagesThis is the *** “Loose in the Mails” processAdditionally, we receive packages that have been repackaged by the *** sometime during transitIn some cases, we only receive the address label or an empty packageIn other cases, we receive the package, but find instead of the items quoted by the consumer the contents are other books, or other “mixed-up” productsCurrently, we have a kilo of freeze-dried coffee, a pair of gun-range ear protectors, and dozens of incorrect books that have recently been delivered by the ***. We do receive shipments of the “Loose” books by the ***, and if we have one that contains items that were quoted for this consumer’s Buyback, we will issue paymentOtherwise, we refer the consumer to the *** if they purchase the recommended insurance

We have clarified this with the consumer several times now. To recap:1) The consumer's was sent exactly what they selected and paid forThis was shown to them on screen during the transaction, and on their invoice.2) As we understand the situation, the complainant is the
consumer's mother, and she was not involved in the actual on-screen
transactionWe believe that this may be the root of her confusionWe
have asked her multiple times to visit our website and recreate the
transaction (short of completing the sale) so that she can see the
process her daughter went through online, and see how her daughter made
the selection for the lower priced-item3) The consumer's Confirmation email does reference the US Student Edition ISBN as this is the ISBN most familiar to customersThat is the item her daughter "Searched" for on our websiteThe search results returned several options, and the consumer "selected" the International Edition, which was why she paid approximately $less than the item the consumer's mother now states they orderedShe was shown this on-screen and it was on the invoice sent to her (attached - but contains Personally Identifiable Information and should not be shown on the public Revdex.com site)4) The consumer is contacting us more than one year after the transactionWe have a 30-day return policy for any reasonHad they been dissatisfied with the item or the transaction they could have contacted us during that time for a full refund of the product priceThey did notThat is because the books sold to the consumer worked so well for them that they have returned to our site for additional orders since the order they are complaining about now5) The consumer's mother's concern is not with the books sold to her, but in her own words, her inability to resell the items on the secondary market: "I cannot sell these back to anyone"We are not responsible for the resell value of items in the secondary marketThis is the essence of the complaint, and since it is not anything we control, we ask that this case be closed.Simply put, the consumer made a selection for a lower priced item and that was what we shippedThe only issue here is that the complaint is being made by someone who, as we understand it, was not viewing the online transaction and the choices made during that transaction, and is complaining about re-sell transactions that we do not control

I also included the emails where *** finally responded to me which had the same response at the bottom that just so happen to be AFTER my book was "disposed" of so how do they explain getting those messages from the same email address but not getting my initial ones from me asking about getting my book back?

Shipments to us using USPS do have a much higher rate of problems than shipments using FedEx, and this has been the primary complaint that we receive for many yearsThis is why we make FedEx our default shipping method, and have online warnings about choosing USPSWe specifically state that anyone
who chooses the USPS label should purchase the optional insurance available (at the Post Office - we don't sell USPS products)We also require that a consumer make the choice to switch to the USPS by clicking a button onlineThe initial email the consumer references was an automated email that was sent when the package's label was scanned, and before any review was doneSometimes we receive only the labelSometimes we receive an empty packageSometimes we receive the label that has been resealed by the USPS with a note that says they did, and sometimes it is resealed with USPS tape, and there is no noteOccasionally, we receive them resealed but with different books insideThese are all reasons why we default to FedEx shippingWe only offer the USPS option as a convenience to those who do not live near a FedEx locationThe USPSis fantastic at regular letter-shaped mail delivery, but we prefer FedEx for shipping of heavy, dense packages that contain textbooks

We are unable to return the item to the customerWe no longer have itHowever, due to the issue on our side (our system did not send the email notice that we received the wrong item), we have issued the payment as quotedWe know that is not what the consumer asked for, but it is what we can do
Payment will be by check, issued this evening, and should arrive withing 7-business days. We believe that this is a fair resolution as it fully completes the transaction the consumer entered into with us

I’ve reviewed the communication between our
CSRs and the
consumer, and while it is short and to the point, I do not see it as rude. We did explain our policies to the consumer. Also, we did not provide different answers,
but repeated the same policy posted online.
She is correct about her last email not being responded toIt was in
queue to be answered this morning as it is less than hours oldWe apologize
for the delay
I did not see any
reference in the previous communication that the consumer was in Puerto Rico
for Military Service as she states in the Revdex.com complaint. TextbookRush stands firmly behind our men and
women in the Armed Services, and we work diligently to support their studies
while enlisted and deployedWhenever possible, we bend our rules for Active
Duty US Military If the consumer can
email us with some documentation of their service (link to an article online, unit
roster, etc), we’ll gladly re-process the Buyback to the original quoted prices
despite it arriving lateShe can simply reply to the previous emails we have
sent her with that information. I have
added notations to her account regarding the approval to re-process the Buyback
as soon as she repliesWe are thankful for her service!

The company is insistent upon the fact that the book returned to me is the one I sent them, but it is notAnd maybe I am misunderstanding their message, but they did instruct me that I would need to pay $to have the book shipped back to me, as stated in the email they sentOn the original shipment I simply used the pdf file of the free shipping label they attached to their confirmation emailSince it said USPS I took it to the post officeThis is not the fault of the post office, obviously, because they delivered my book to Textbook Rush and delivered one back to meThe error is with Textbook rush, who likely switched my order with someone else's and they do not want to/care to admit their errorI have attached copies of all correspondence between myself and Textbook Rush for review
The fact remains that MY book was not returned to meThis is just not rightThis company has poor business practices and in my opinion should be investigatedMistakes happen, but a company should not put it back on their customer

The customer contacted us via our online Chat, and explained her concern about the damaged bookWe reviewed her concerns and offered the consumer a 50% refund for that chargeThe customer accepted that refund, as shown:"I am willing to accept the 50% but I am NOT going to pay the entire
charge that is ridiculous, given I received the book in that order"The refund was issued that same day, and should be either a pending transaction on their account, if not already posted to their account.There is nothing further to do, as we reached an agreement with the consumer outside of the Revdex.com portal

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meHowever, I do have record of every response I sent to the company providing my PayPal ID (***@gmail.com) and responding to there emails in a timely manner, just as I am now. The check has not cleared, was not cashed, and was sent back to the company.I had addressed the company regarding the incorrect information I provided in errorHad they had a contact number I am sure this would have been cleared up with one callThey don't though and in consideration that no bank in my area will cash there checks, I felt as though I would not ever receive payment.Thank you,

I am a loyal customer with this business and probably have made them tons of money by being so loyal with this company selling them so many books all of the timeIf a book is rejected I have always paid them through paypal no questions asked and the book has been returned to me with no problemsNow all of a sudden they suddenly want to change the rules and claim they will not send my books back and I am not okay with thatThat is $worth of books out of my pocket and I am not okay with them taking $from me I also have even paid them the return shipping to have my books sent back already as I have previous times so clearly then sending my books back is not hurting them as I am paying the shipping costs as it isIt is not right for a business to treat a loyal customer this way at allCustomers should always come first especially when you have made this company a lot of money by selling them so many books like I haveI will not let them take almost $of my own money in books from meI work hard for my money and will not let someone steal my books like that or not pay me for what I was told I would recieve for them especially books like mine that were in good shape

We’d refer the consumer and the Revdex.com to view the attached
pictures of the damage book the consumer returnedWe have images and examples
online of the type of damage that will cause us to charge the consumer the
agreBuyout price on a rental, and the book the consumer returned
to us
was in worse condition than the examplesThe book is in terrible shape, and
while pages may be readable, it is not something we can ask another student to
pay for
It is possible that the book was recycled immediately
because of the damageHowever, if we still have it, we will return it to the
consumer at no charge
If the consumer can find a replacement book of the same ISBN
in good condition and get it to us by January 4th, we will refund
their damage fee minus a $late fee

I like how they write "it's up to the consumer to read" their policyJust because I received my books doesn't really mean that the service I received was satisfactoryI am displeased that just because you provide me with free shipping you would have kept my $book which I paid more for rather than give it back to me, also my book wasn't damaged and it was in good conditionOne time return or not, I am not happy but will accept this to get this *** over with

Our records show that the order was "picked" in the warehouse hours before we received the email from the consumer. We have sent the customer a pre-paid label for the return

I am disputing this transaction with my bankI sent the correct book back to this companyI paid for the rental.They have charged almost since I sent the two transactions they took out of my account in August and SeptemberI am disputing both transactionI do not check my email on a weekly basisI suggest that the textbook rush so called company invest in a phoneInstead of conning hard working single mothers out of their moneyI printed off the invoice for that company and checked and double checked the codes to Make sure it matched and mailed in the box I received it in and put the invoice with the boxThey may just be saying they received the wrong bookI Know I mailed the right bookThe other company never called meAnd did not charge meSo I mailed the right book to Textbook RushI want the and the 181.25.Do I need to get a lawyer? If it was the wrong book they should have sent it back to meIt was only one bookI sent the correct book backThey also did not provide the access code like was advertisedI had to purchase that through *** for over dollars. I am disputing with my bank both transaction. *** ***###-###-####_______________________I will be calling my bank to finish the dispute I just filled outAnd I will call Revdex.com tomorrow also. They cannot conn innocent single mothers when I paid for my rental and returned the anatomy and physiology book before it was dueI made sure it was the correct book.I guess telling lies helps keep a A+ with the Revdex.com of OHThey don't care and steal money. If I want to contact the news stations how do I go about thatI checked yes oYour form that I would talk to them. *** ***