TextbookRush.com

We're sorry for the problems with the USPS shipmentAs of yet, the book has not been returned to us by the USPS. However, as a goodwill gesture we have issued a full (all charges, 100%) refund via Valore's websiteThe customer should be able to see that now on their Valore account

We have reviewed the specifics of this order, and have issued the refund in the full amount of the damage charge ($264.99)

A custom edition is a version of a textbook created for a specific institution, and is not the same ISBN as the universally used textbooksThey are only valid for that specific institution, as such, is not an item we stock or purchase. As stated online, we do not store and cannot return
items
that we do not purchase. We cannot return these items, as we no longer
have them. They would have been donated or recycled.However, the customer states that they contacted us on three previous occasions:
Talked
to Company: 5/16/
Talked to Company (2nd): 5/23/
Talked to Company (3rd): 5/29/
I have no record of those contacts on her accountIf she can provide some documentation for those contacts, we will issue the quoted payment, even though we do not have the booksThis would be because my staff made an error and did not notate her account as they are required to doShe can reply to this Revdex.com portal with a screen shot of an email or with the name of a CSR she spoke to

We have replied to the customer - before the Revdex.com notification was processed by usTheir package was delayed by the carrier, but is now in transit to us.Sent 6AM 1/17/to the customer:Hello,RE: Buyback #***We can see that your package is currently in transit to our destinationOnce
delivered to our warehouse and processed you will be notified via email.Thank you,VinJeff B***Director of Customer [email protected]: 614.643.2158[bookstores_email_logo]

We do not have statistics on the USPS package/content failure ratio. The USPS may be able to assist.We can state that in most cases of a problem with the USPS, the entire package and it's contents are lost. If there are multiple books, we do frequently (weekly) receive a partial shipmentHowever, we deal with tens of thousands of deliveries per week, so the overall occurrence of this issue is very rareProblems with the USPS are common enough that we default to FedEx Ground, and encourage customers who choose USPS to purchase stand-alone insurance

Their third reply did have more information to my questions but the answers do not solve my problem They are saying that they did not notice any damage to the box, so how are half of the books I sent missing and one with water damage? Either the person who received it is lying or they did receive it damaged and did not reject it like they supposedly say they do I lost all of my books through doing business with this company, I am not the lire here I also know that nothing is going to be done by this company because I don't have proof, so I will move on and never refer them nor do business with them again

The customer was sent a textbook in "good" condition, which is the next to lowest condition we rentWe cannot explain how the consumer felt that the book was in "perfect"
condition when we sent it to her, as we had judged it at the 4th of the
possible conditions. Because the book was
used, and had been rented several times before, we have issued a 50% refund of the charge for liquid damage. The images of the damaged book send to the consumer clearly show the dark stains on the book, and are such that we would not be able to rent it to another consumer.We have an assembly-line process for opening the return rentalsThe books are unloaded by FedEx staff in our warehouseIf they notice packaging damage they are to retain the items and return the items. Items we receive are first weighed on the conveyor, then past to a team member who opens then and puts them in to individual tubs along with their shipping label (item identifier)The packages and packing material are placed into item-specific recycling containers at this point. The next station on the conveyor is where the books are graded and any photographs are takenThis is why the consumer did not receive any package images

The customer did not provide a Buyback Order Number, but we have found his account by the email address providedThat account only has one Buyback Order on it, but it was delivered on August 11th as the customer statedHowever, it was a buyback for two copies of the same title, for a total of only
$of books, and was partially paid (one book was rejected because it did not have a copyright page). We sent their payment via PayPal on August 15thWe do not see any other Buyback or any other account to reviewThe one transaction we have with them was completed and paid back in August

The customer ordered from one of our Marketplace Sellers who list books on our websiteThe Marketplace seller listed this book correctly as a paperback versionHere is the text shown on the listing at the time of the order: Public notes: “Brand New Paperback International Edition, Perfect
ConditionPrinted in EnglishExcellent Quality, Service and customer satisfaction guaranteed!” While we do not warehouse or ship the items sold by our Marketplace Sellers, we are the Administrators of the website, and manage the sellers to certain performance metricsThis means that we have requirements for the sellers to respond to customer or Admin emailsThey are allowed hours to respond, and if nothing is heard, a final notice is emailed with a hour reply timeWhen the consumer let us know that they had not responded after the final notice, the order was refunded in fullThere is no action left to take in regards to the consumer’s order, other than to once again apologize for the lack of response from the Marketplace SellerWe will be addressing this with the seller further

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to meI have been refunded the amount owed

We appreciate the consumer explaining that he had two orders. We were not aware of the complexity of the issue (as most people do not order of the same item)We have closed his rental, and no additional charges will be attempted

my package wasn't a heavy dense package it contained book and was well packagedThe excuse of you received mixed items coupled with it taking me to email you to find out what was going on weeks after you received the package is completely unacceptableThe fact that you can not even provide to me the details of what is in the package is also unacceptable let alone return the package to me.You have numerous complaints against you all along the same issue line of shipping issuesIn the years of my adult life I've never had one issue shipping via USPS or receiving mail and packages via USPS and the fact that you have this many issues with them is absolutely astoundingIf you do not use USPS than why do you provide shipping labels for them and if you have so many issues with USPS why do you provide them at all especially without the option for insurance? Your company is a scam and I want either the contents of the package returned to me or the money that is owed

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 doPayment 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

The consumer is correct that we offer a variety of Rush shipping methods, but the book on her order is shipping from one of our Marketplace Sellers, and not us directlyThis was clarified both on the screen when she placed her order, and in the email confirmationThe marketplace shipping policy is
different than books shipped directly from us:http://www.textbookrush.com/help/policies/shipping-policy.aspx How much is shipping for Marketplace orders and how are charges calculated? Shipping charges vary depending on the chosen service and whether the order is placed with TextbookRush or with an independent marketplace sellerCustomers can calculate the actual shipping charge after placing all items into the shopping cart.Items purchased from the TextbookRush marketplace are priced per book and vary based on the method you select.Standard Shipping $per book4-business days delivery estimateExpedited Shipping $per book3-business days delivery estimateThe Marketplace sellers also have 1-business days to process the orders for shipping, as shown on the same page of our website: How long does it take to ship my order? Orders placed from TextbookRush are shipped within 1-business daysOrders placed from TextbookRush Marketplace sellers are shipped within 1-business days.While we regret that the consumer seems to have been unaware of this when they placed their, we did include the shipping time-frame in the confirmation email:"Your order will be processed within 1-business daysFor additional order information, sign in to your account."We'll be glad to assist the consumer in returning the item to the Marketplace sellerWe ask that she contacts us by email once she has received the item

I am very confused by this organizations detailed account of the transaction As they stated, I have done numerous transactions with this company that is why I am utterly confused by the treatment received through their customer service department I have not only emailed this organization numerous times, but I also called in regards to my item needing to be returned It is unfortunate that this company states that I have not contacted them when in fact I have numerous times I contacted them immediately after receiving an email from them showing photos of my item with "stains" on it I requested my item back within hours of receiving that photo In addition to the immediate contact with the customer service department (through email), I also tried continuously to contact them by the number given on their website I have never experienced such dishonest feedback from a company as I did from TextbookRush.com I still, regardless of their statements, want my item returned! I do not want any financial compensation from this organization, but I do want my item, which is rightfully mine, RETURNEDFortunately, I have copied and pasted in word my last email to this organization regarding the return of my item since no other option to print my email was offered through their website Even though this matter may seem trivial to TextbookRush.com it is still a serious problem in my opinion No option to print out a copy of emails sent to this company is offered! Also, their customer service department does not pick up or answer phone calls I have called numerous times only to wait on hold for a prolonged period of time It is sad that this company, due to their inept practices, will no longer receive any other transactions from myself, friends, or family members in the future

Our stated policy is clear about items that we will not purchase, as well as being clear that we will not return items that we are rejectedHowever, our processing team did make an exception for this consumer's book, and it was returned the same day it was rejectedThe item shipped out on Monday,
but FedEx does not yet have an expected delivery date postedIf the consumer contacts us we can provide the tracking number

The consumer's book is already in transit to herThe tracking shows an estimated delivery of Wednesday

The customer is partially correctWe do list the US Student
ISBN on the email, as that was the item that the consumer searched for, and
students are not generally aware of the International Edition ISBN However, the customer selected, was charged-for,
and was shipped the much lower cost International EditionThis was what the
consumer was provided online during the transaction, and this was what was
provided on their Invoice with the shipment The customer did not pay the $that the US
Student Edition costsThey paid $44.64, which was for the International
Edition they selectedWe ask that the customer reviews their invoice to
clarify the transaction
To summarize, the customer received the item that they
selected and paid forThey are now asking to be sent an item 4X more expensive
than what they orderedWe cannot do that, but we have offered for them to
return the item at no chargeWe have emailed the customer a pre-paid return
label, and once returned, we will issue the refundOnce returned, we will have
paid for the shipping of the same book to and from the customer, and returned
all of the customer’s fundsWe will be at a financial loss, and the customer will
have been made wholeWe believe that this is more than reasonable considering
no error was made

We receive thousands of packages each week, and most arrive without any issueHowever, when we do have issues with damaged or missing items (or entire shipments), it is usually with USPS shipmentsThis is why our default ship method is FedEx Ground. Not only do we have a much lower incident
rate with FedEx, they are also automatically insured for up to $100.00. If a consumer chooses to use USPS, we provide this statement on our website in bold text: We 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 If the consumer purchased the recommended USPS insurance, we suggest they file a claim with the USPSOtherwise, we do receive shipments of loose books from the USPS on a fairly regular basisThis is from the USPS "Loose in the Mails" Department. We check each item we receive against our open Buybacks, and pay consumers whenever we are able to make that match. If the consumer's item is delivered and can be traced to their Buyback, they will be paid the current price on that day. The customer's USPS tracking shows that the package was handled at major USPS hubs before we received it. A problem could have occurred in StLouis, Memphis, Cincinnati, or Columbus without any notes being left on the trackinghttps://tools.usps.com/go/TrackConfirmAction.action?tLabels=420432189297...⇄ Situations such as this are why we have FedEx as our default, and provide this advice on our website at this URL, under the "Shipping" Tab:https://www.textbookrush.com/help/faq/buyback-faq.aspx "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 package.USPS Ground usually takes 4-business days to arrive.We 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 covers.TextbookRush is not responsible for packages lost or damaged in transit."

The customer has no specific “ask” in his response, and since the entire order has been refunded, there is nothing left for us to give the consumer, other than our apology and clarification on the situationWe are sorry that the Marketplace Seller never responded to them, and that they apparently never shipped the book It is unacceptable, and will be dealt withWe have turned this issue over to our Marketplace Administrator to review their performanceWhile they have been clearly negligent in responding, the listing was confusing, but does state it is a Paperback editionThe image that the customer provided shows the Marketplace Seller’s listing on our siteThe seller lists the Hardcover ISBN, and then describes the specific book he has for sale. They describe their book as: “Brand New Paperback International Edition”. Our follwith our Marketplace Seller will be handled outside of the Revdex.com Public Forum