TextbookRush.com

The consumer used our USPS Media Mail label,
rather than the
recommended FedEx labelOne our website’s Buyback FAQ page we provide this
information in bold text:
“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 deal with
consumers shipping of hundreds of thousands of textbooks to us each yearWe
provide guidelines and even videos on how textbooks should be packaged and
shippedHowever, we still deal with issues every week where items are damaged,
lost, or mixwith other shipmentsBecause of this experience with the
USPS shipments, we provide FedEx Ground as the default/recommended shipping
method for both Book Buybacks and Rental Returns, as well as the caveat to
purchase insuranceWe provide the USPS Labels because some consumers do not
have access to a FedEx office location
The consumer quoted to send us two books, each of which
weighed over pounds. When the package
was received in our warehouse it was weighed before t was opened, and our
system captured the weight at 5lbsWe did not have both pound books in the
package when it was received into our facility.
We would encourage the consumer to pursue the USPS Insurance option if
they purchased the recommended insurance
We do receive occasional
deliveries from the USPS “Loose In The Mails” department with individual books
stacked loosely into a cartWe do our best to match up these loose books with
consumers who have had a distressed shipment.
If we receive the missing textbook and are able to identify it as being
from this shipment, we will automatically issue the payment However, we cannot return or pay for an item
that we did not receiveThis is listed online at http://www.textbookrush.com/help/faq/buyback-faq.aspx:
“If your
package is received damaged and books are missing, we will not be able to pay
for any missing books.”

Our processing team took pictures of the consumer's book when it was receivedThose images are attachedWe have returned the consumer's book in the condition we received it.Our Buyback terms and conditions, which the consumer agreed to when they submitted the Buyback, show that our policy is to not return any booksWe have returned the book as a courtesy. We have suffered the financial loss of shipping costs for the book from the consumer to our facility and then back to the consumer, as well as the labor costs for the processing the book, and the time and labor involved in addressing this complaintThe consumer has had their book returned to themBased on our policy (below), we have gone above and beyond our stated policy, and consider the issue closedWe've returned the book, and we are not seeking damages for our financial loss from the consumer.Pertinent text from our Terms and Conditions: http://www.textbookrush.com/help/policies/buyback-terms.aspx Damaged books
We do not buy items with any kind of visible damage including but not limited to
water / liquid damage, spine damage, loose or missing pages, and books with torn,
taped, or missing coversBooks must be in sellable condition to be purchasedBooks
that are rejected by your local bookstore because they are in poor condition will
also be rejected by TextbookRush

The attached image is from the email the initial email the consumer was sent when her Buyback was checked-inI have added an arrow pointing to the text that is also provided here:Cultural Landscape An Introduction to Human Geography, Books a la Carte Edition9780321841209by Rubenstein, James M.Prentice Hall PTRU.SEdition The book that was received has pages missing and cannot be accepted.The consumer was sent this email on June 1, The consumer was told that the item was rejected for missing pages in the very first communicationWe understand that she is frustrated that this was not repeated every following communication, and we will review that with our teamHowever, the customer's statement that they were not told this information is inaccurate as is shown in the image attached.Since the book has been returned as a courtesy, and all other items have been paid for, we do not see any additional reasonable steps to take to accommodate the consumer

Hello my name is *** ***, ID *** I am requesting that you open my complaint back up because I did not receive the check they said they sent me, attached you will find the message that I received saying that they sent the check on and today is 01.24.15, days passed by, but they mentioned in their message that I will get my money between 7-days, as I mentioned today is the 11th day and I got nothing from themThat's the reason I did not inform you guys because I was waiting for days to pass, and since we are in the 11th day, the problem wasn't solved, that's why I need this complaint to be re-opened.Best,

The edition that I sent is ISBN Textbook Rush is stating that I sent them an adition with ISBN 9780077354800, which is not correctThis was addressed in my original complaint to Revdex.comso yes it was mentioned previouslySince on my account it states that ISBN was the book received, this was the error of Textbook Rush, not USPS, not me
Textbook Rush is stating that USPS delivered the wrong book to me, not their error, and in the same breath stating that they delivered ISBN 9780077354800, which I am telling them was not the book I sent to themI kept an excel spreadsheet of the ISBNs of all the textbooks I have sold to different buyback companiesThese ISBNs were keyed in by me directly from the backs of all my books, including ISBN 9780073402628, which IS the book I sent to Textbook Rush
Again, this is an error made by Textbook Rush and I don't understand why they will not just correct the error and either send me my book back or honor the buyback for my book which they have obviously kept/lostI have never dealt with such a difficult company in my life and Textbook Rush has not offered any kind of resolution, but has instead passed the blame off on someone else over and over again

We've been in business for over years and have had millions of ordersOur A+ Revdex.com rating is based on the very small percentage of complaints we have that are unresolvedWe want to help you resolve this issue.We have just sent you an email, and the text of it is belowThe personal/pertinent
information that is removed here is in the email we sent youYou stated in the Revdex.com complaint that you "dropped off" the book at FedExWe have no scan from them showing any progress with the package. Please review the email we sent you for assistance:Your tracking number is XXXXXXXXX, and you can follow the tracking here: https://www.fedex.com/apps/fedextrack/?action=track&language=english&cntry_code=...⇄ of yet, there is no update on the tracking number from our FedEx Ground labelDid you take the box into a FedEx location and have it scanned as recommended? If so, we suggest you return to that location as soon as possible to seek information on your package with tracking number XXXXXXXXXThe textbook is due on 12/26/after the extension expiresIf the item is not in transit at that time, the purchase/buyout will be charged, and we hope to avoid thatPlease contact FedEx as soon as you can to seek their assistance and avoid the purchase charge.Thank you

We cannot purchase the books for the reasons previously
providedWe will reply directly to the consumer with payment information so
that she can pay the return shipping to have the books returned to herWe paid
the shipping to us, so we believe that this is a fair resolution to this issue,
but it is a one-time courtesy

I am rejecting this response because: Why would they provide a USPS return shipping label if it wasn't a totally reliable way of shipping the books back?I actually printed the label a week prior to the first "reminder email" they are referring toSo I definitely don't appreciate the assumption that I irresponsibly made the decision to print the wrong labelWhy should the USPS label be provided at all?On top of all that, saying that fedex is their preferred method is a joke, for the reasons I just mentionedThey never stressed that, like they are now, and again WHY WOULD USPS LABELS BE PROVIDED AT ALL?I'm disgusted that I am being framed into this "irresponsible college kid" stereotypeBut I am not surprised at all.And this apparently was not clear to them...I sent my textbooks when I was done using them--the day of my final exams (which I needed the books to study for) December 19th.Why should I have to pay $per book? It's a totally unrealistic expectation that they'd be on time, and they knew thisThey choose to pull the "irresponsible college kids" card in order to continue their exploitation of college kids, and it's a joke

The customer lists many issues, and we will try to address
them
We use the consumer’s email address as their accountWhen
the consumer provided us with different names and email addresses on the
orders, we were unable to locate the orderWe do not store the credit card
information, and were unable to search those records
“I was charged $without notification for a textbook that
was past due.”
The consumer was provided the details of the rental
transaction at the time of her orderShe was provided with the due date, and
the Rental Terms and Conditions list what will happen if an item is not
returnedAdditionally, we sent the consumer multiple emails to remind them to
return the item:
Email subject “TextbookRush Order #*** is due in
four weeks” = Sent 5/8/
Email subject “TextbookRush Order #*** is due in
three weeks” = Sent 5/14/
Email subject “TextbookRush Order #*** is due in two
weeks” = Sent 5/20/
Email subject “TextbookRush Order #*** is due in one
week” = Sent 5/27/
Email subject “TextbookRush Order #*** final rental
reminder” = Sent 6/1/2015
When the item was not returned, the consumer was charged for
the replacement of the book. The
consumer did agree to the rental Terms and Conditions by submitting the Rental
Order
We have checked the rental history of that text,
and it has been rented several times beforeAs a courtesy, we have issued a
refund of 50% of the charge for the non-returned bookWe consider this a
reasonable resolution to the issue

I do not feel that this is not a reasonable offerThis company has my books I just want my books back or a new check issuedI regret not further researching this company because clearly they have many complaints from other consumers

The payment was processed to the PayPal ID the consumer provided While we regret the error, it was not an error that we madeWe processed the payment as per the information the customer provided Again, if the 3rd party rejects/returns the funds to us, we will forward them to the customer minus any fees assessed during the process

The consumer rented a Writing textbook from
usHowever, we
received a package using our pre-paid return label on June 12th, and
inside that package were three textbooks that we did not expectOur textbook
was not received on June 12th, and that book was charged as a
purchase as it was never returnedOur system automatically sends out emails
with the details of any wrong item returnedBecause the consumer sent us three
books incorrectly, she was sent three emails on June 12th. Here is the text of one of those emails:
We have received a return for rental order number *** which is not part of your orderCheindicates that we received "St
Martin's Guide to Writing Short Edition " by Axelrod, Rise B., ISBN
Please let us know if this item was sent in error
Please contact [email protected] directly for more
information
Thank you,
Your TextbookRush Team
The consumer did not contact us until July 6th,
three weeks after we sent the emailsSince we had not received any communication
from the consumer to any of the three emails, the books were donated or recycled. The consumer initially contacted us via Chat,
and then again the same day by email.
Here is :
“We had medical emergencies in our house and reading my
email was not on the list.”
We are sympathetic to the consumer’s issues. As a courtesy, we have refunded the consumer
for the past-due item that they owed us.
However, we cannot hold items for extended periods of time when we have
had no response from a consumer. We no
longer have her incorrectly sent items and cannot assist with that portion of
her concernOur refund of the item she did not return to us is all that we
have control of, and that refund has been issued

We believe that the consumer has misunderstood the issue and
our responseWhile our policy is that we will not return items that we do not
purchase, we informed her via email that we would return them at no charge to
herThe books were shipped on August 14th, and are currently in
transit to
the consumerShe can email us directly, and we will provide the
FedEx Tracking (since we cannot share that here), or refer to the earlier email communication with her on 8/14/where we told notified her of the courtesy return, and provided that tracking number

The customer rented a textbook from us, and during the rental transaction online they were provided the due date for the rentalThe customer did not return the rental on time, and was charged an extension fee. The extension fee is designed to inform a customer of the past-due rental via a Credit Card charge in case they did not return it on time based on the date provided initially, or from the rental reminder emails. The customer did not return the past-due textbook as scheduled from the initial rental, after the rental reminder emails, or after the extension chargeTo date, the rental textbook has not been returned to us, and the customer has provided no offer to return the past-due bookWe provide a pre-paid rental return label so a rental customer doesn’t have to pay for the return shipping. Because it is on our account, our name can appear on the return shipping labelWhile the customer states that they “believe” the book was returned to us using our pre-paid label, that label has no tracking/scanning information shown on the FedEx website: https://www.fedex.com/apps/fedextrack/?tracknumbers=To summarize: The customer entered a rental contract with us, with a due date provided before, during, and after the point of sale onlineThe emails we sent were a courtesy, as all of the rental due-date and return information was available on the customer’s accountWe show that the emails were sentWe have no way to know if they were received or read by the customerWe do see that the same email address was used to file the Revdex.com Complaint as was used for the rental account on our websiteWe were not implying that the customer “chose” to not replyWe stated that we have received no communication from the customerWhen a customer with a “due” or “past-due” rental loto their account, there is a “RETURN RENTAL” button on the top of their Account Home screen. A few clicks are the only steps needed to have the label printed and the package ready to be returned. Whether the emails were sent/received/read is irrelevant to the fact that the customer rented a textbook with the due date provided on-screen at the point of sale, and on-screen via their account through the rental periodThe customer simply needed to follow the instructions provided on their account to return the textbookHowever, the customer did not return the rented textbook, and we have no record of the customer ever reaching out to us directly to do soThere is no record of the return label being scanned by FedExThe only contact we have on record is the complaint to the Revdex.com after the account was sent to collectionsWe regret that the customer did not return the book on time, or contact us after the due date about making it right, but this is why the matter has been turned over to the collections agencyIf the customer feels that they have returned the book and has proof, or has any other viable claim to dispute the collections activity, they can provide that to the collections agency directlyLastly, we have no desire to frustrate or “defame the character” of the consumerWe have simply provided the details of the transaction from our perspective, including a search of our email database for any contact from this customerWe believe we have provided an accurate reporting of the issues involved with this customer’s non-returned textbook

I am looking for the Revdex.com help in resolving a situationWhat Revdex.com appears to be doing is merely forwarding the emails I write to them and returning their response to me.They have clearly listed the type of books they do not accept which included counterfeit booksI can respect this.When they received my book, they first cited screening which is "proprietary"How could this be proprietary if they are evaluating it against the criteria mentioned on their web page.Then they eluded to the fact that it MAY be counterfeitWhen questioned, they say that they are not the experts in this field eitherThen how did they determine that the book is a counterfeit.It appears that they are using this business to obtain free books which they can sell to others.I am requesting that the Revdex.com looks into the matter rather than just being a conduit for me to communicate with themPlease let me know if you cannot help and I will stop this back and forth emails

The consumer placed their order on June 3rd
As
per the USPS Tracking, the item was delivered to them calendar days (
business days) laterWe do not know why the consumer stated that it was a “week
and a half” for him to receive itThe item we shipped to the consumer was in “Used-Very
Good” conditionThe item we received had pages falling out of it due to
spine/binding damageThe book is no longer usable for any studentThe book
did have tape that coverbarcodes and text that makes it easier to
process, but the tape was not structural.
We shipped the consumer a book that was new in its usage with us, and we
are no longer able to use itBecause of this, the consumer has been charged the
replacement cost of the book. When the
consumer contacted us, we informed them that we would gladly accept a
replacement copy of the book in exchange for a refund. We will honor that offer until August 21st. We know that is not a long period of time,
but we are already well into the Back-to-School season, and need to be able to
rent the text for this term. The
consumer can contact us directly to make the arrangement if they choose to do
soHowever, we would not be able to refund the consumer or take any other action
while they have an active dispute filed with their credit card company

Textbook rush actually stepped up and said they would refund itI'll see if they do in to days thanks

The books that I sent back during the day return period were rented on separate ordersOne order was order #*** and the book I returned was Social Problems By DStanley Eitzen, Maxine Baca Zinn, Kelly Eitzen Smith ***The initial rental price was $35.84, then I was charged a $late fee for the book, and a $buyout price for the bookFor that order all three amounts should be refunded because I sent the book back through the USPS back in August and well within the day return policy as the book was no longer needed for that class The other order was order #*** and the book I returned was Personality Psychology Domains of Knowledge about Human Nature By Randy JLarsen, David MBuss ***The initial rental price was $26.80, then I was charged a $late fee for the book, and a $buyout price for the bookFor that order all three amounts should be refunded because I sent the book back through the USPS in August and well within the return policy as I dropped that class from my schedule.The email address that is associated with my account is ***@yahoo.comI believe I made a mistake in my initial calculations for the amount I wanted returned because I did not account for the additional book that was rented and returned at the end of the semester in the first orderThe amount for the initial rentals for both books, the late fees for both books and the buyout price for both books is $429.53, which is what I am requesting be refunded to me The two books were shipped back to textbookrush in separate boxes (since they were separate orders) in the green textbookrush boxes that they were sent to me inI included the shipping label on the outside of the boxes, and paid for the postage myself. I no longer have the tracking information for these books because I assumed this had all been taken care of and I threw the receipts away months agoI do not have these books in my possession any longer, they were shipped out in August and I want the money for the books I returned back in full

We have refunded this consumer's order via AbeBooks.com.She may keep the book that was sent to her, correctly or incorrectlyNo return is neededIf she has no use for the item, we ask that she donates or recycles it.We wish the customer the best.Thank you

The customer explains the situation accuratelyHer daughter
placed a rental order with us for several textbooksDuring that transaction
online the due date for the books was presented at least times. When she placed the order we immediately
emailed her at the email address she provided
with an email that detailed: Each
title rented, the rental price, and the rental due date for each book (all were
due on 12/23/2014)It also included this information:
For questions
regarding how to return your rental, please view our rental
return instructions or email [email protected]
The link in the email would have taken her to this page (http://www.textbookrush.com/help/faq/how-to-return-book-rentals.aspx)
where all of the steps to return the rented textbooks are listed
Over the course of the rental period and past-due period, we
sent the consumer emails regarding the due datesThe emails before the
rental due date had details on how to return the items, including emails with
the return labels as an attachmentOnce the rentals were past-due, we charged
the customer the $Extension Fees she references, and sent additional emails
with the new due datesThe books were returned to us during this extension
period, which avoided hundreds of dollars in charges had these books been
converted to a purchaseWe agree with the consumer on the basic facts of the
issue
However, the consumer (the daughter) did contact us during
the rental period by phone for assistance with printing her return labelsThis
was a phone call she made to us on December 12th We do not know why the items were not returned
at that timeWe do not have record of any additional phone calls from the
consumer to usWe do not offer outbound reminder phone calls, but the consumer
was offered the chance to sifor reminder texts, but did accept that offer
them at the time of the order
The books were due to us on December 23rdWhen
they were not returned we did charge a $extension fee that gave the
consumer an additional day to return the booksThe consumer did return the
rentals during that day period, closing the rentalsThe $per book
extension fee is designed to get a consumer’s attention if they have not heeded
the multiple emails about the pending due-dateOur process worked as intended,
and followed-our Terms and Conditions exactly as stated online (http://www.textbookrush.com/help/policies/rental-terms.aspx)